Standard Support. 24x7 ticket support via portal or support@rackdog.com. Covers provisioning,
infrastructure troubleshooting, billing, and incident coordination. Does not include application support, debugging, or performance tuning. No binding response-time SLA; tickets prioritized by severity.

Enhanced Support. Available by negotiation: Slack or real-time channels, designated account
managers, and custom response-time SLAs. Terms set forth in the applicable Order or Support Addendum.

Remote Hands (Colocation). Physical and technical tasks under Customer direction, billed hourly in arrears per published rates or Order. Target completion: four (4) hours, subject to request complexity and facility.

Maintenance. Scheduled maintenance per the SLA. Emergency maintenance may occur without advance notice; Rackdog will notify affected Customers promptly.