CUSTOMER SUPPORT POLICY

Effective date as of September 28, 2026

This Customer Support Policy (the “Policy” or “CSP”) describes the customer support and customer success services (“Customer Support”) YouScan Limited (“YouScan”) provides in connection with active subscriptions to the YouScan Platform. It establishes the support channels and operating rules available to all Clients, the support entitlements associated with the Starter, Listen, Analyze, and Enterprise subscription plans, and the scope of optional onboarding and premium support services.

1. SCOPE AND CONTRACT STATUS

1.1. This Policy applies to Customer Support services provided in connection with an active paid subscription to the YouScan Services, unless a written agreement signed by YouScan expressly states otherwise.

1.2. The support entitlements applicable to the Client are determined by the Client’s subscription plan identified in the applicable Order Form: Starter, Listen, Analyze, Enterprise, or another expressly agreed custom plan or support arrangement.

1.3. If an Order Form expressly provides a support entitlement that differs from this Policy, the Order Form controls with respect to that Client. Otherwise, this Policy applies to the applicable subscription plan.

1.4. This Policy is incorporated into and forms part of the YouScan Master Subscription Agreement (the “Agreement”) by reference. In the event of a conflict relating specifically to Customer Support, the following order of precedence applies: (a) the applicable signed Order Form; (b) the Agreement; and (c) this Policy.

1.5. Any service, commitment, deliverable, dedicated resource, response or resolution commitment, configuration work, training, consultation, or other assistance not expressly included in the Client’s subscription plan, an optional service described in this Policy, or the applicable Order Form is not included.

2. DEFINITIONS OF SUPPORT AND RELATED SERVICES

2.1. Customer Support means technical assistance with product questions, incidents, troubleshooting, defects, and ordinary configuration guidance.

2.2. Customer Success means professional guidance on adoption, use cases, business objectives, reviews, recommendations, and ongoing account engagement provided by a Customer Success Manager (“CSM”) where included.

2.3. Onboarding and Account Setup means a personalized process of assisting the Client with the setup and initial use of the Platform, providing customized support to facilitate efficient adoption of the Service. This includes time-limited training, account configuration, topic setup, dashboards, user configuration, and other implementation activities expressly included in a plan or purchased onboarding package.

2.4. Custom Premium Service means a customized service providing enhanced support and expert assistance tailored to the Client’s specific needs and aimed at optimizing the Client’s use of the Platform. It may include optional hands-on or recurring expert services, such as audits, topic or dashboard configuration, managed services, consulting, and other agreed activities. The specific scope and other terms of Custom Premium Service are agreed with the Client individually in writing.

3. SUPPORT AVAILABLE TO ALL SUBSCRIPTION PLANS

3.1. Regardless of subscription plan, every Client receives access to the following Customer Support resources during an active subscription:

• support by email at support@youscan.io and through the in-Platform chat;

• Business WhatsApp support for urgent requests at +1 484-445-8260;

• YouScan Academy online courses, guides, and tutorials at academy.youscan.io;

• the YouScan Knowledge Base and Platform documentation at help.youscan.io;

• and access to webinars and workshops made available by YouScan experts.

3.2. The YouScan Support Team is available Monday through Friday during the following hours (“Support Hours”): 06:00–23:00 UTC during standard time and 05:00–22:00 UTC during daylight saving time, excluding official public holidays. Support requests may be submitted outside Support Hours and will ordinarily be reviewed during the next applicable Support Hours.

These hours represent the combined availability of YouScan’s regional support teams and should not be interpreted as the operating hours of each individual team. Client requests may be assigned and handled according to the working hours of the relevant regional team, taking into account the Client’s location, language, and the type of assistance required.

3.3. During Support Hours, YouScan targets a first response to chat, email, and urgent Business WhatsApp support requests within two (2) hours for Starter and Listen and within thirty (30) minutes for Analyze and Enterprise, as set out in Section 4.1. “First response” means an initial acknowledgement or substantive reply from YouScan and does not mean that the issue will be resolved within that period.

3.4. The difference between subscription-plan support tiers concerns escalation priority, level of proactive Customer Support involvement, and resources dedicated to the Client’s account. It does not change YouScan’s general objective of providing professional support across all subscription plans.

4. CUSTOMER SUPPORT AND CUSTOMER SUCCESS BY SUBSCRIPTION PLAN

4.1. The following plan-based entitlements apply unless the applicable Order Form expressly states otherwise:

4.2. Escalation priority determines relative queue priority among otherwise comparable support requests. It does not guarantee a particular response time, resolution time, outcome, service credit, or remedy, and YouScan may adjust priority based on the actual severity and impact of an issue.

4.3. A named or dedicated CSM serves as the Client’s named Customer Support contact for the applicable plan. A CSM is not a dedicated technical engineer, managed-services resource, or continuously available on-demand operator unless expressly agreed otherwise in the Order Form.

4.4. References to proactive outreach, check-ins, CSM meetings, strategy reviews, business reviews, or Quarterly Business Reviews (“QBRs”) refer to reasonable remote meetings or communications scheduled with the CSM during the applicable period. They do not create an unlimited meeting entitlement.

4.5. Participation in beta programs, beta features, product roadmap discussions, or roadmap-input opportunities is subject to product availability, eligibility, technical requirements, confidentiality or testing conditions, and YouScan’s discretion. Beta access is not a commitment to develop, release, maintain, or commercialize any particular feature.

5. PLAN-SPECIFIC CUSTOMER SUPPORT ENTITLEMENTS

5.1. Starter. Starter is primarily a self-service subscription. The Client receives access to the support resources available to all subscription plans, with Low escalation priority and access to the pooled Customer Success Team. Onboarding is provided through a group onboarding webinar or self-guided onboarding video. Topic and query setup is self-service. Starter does not include customer-requested CSM sessions, regular CSM meetings, strategic business reviews, or participation in beta programs and roadmap discussions.

5.2. Listen. Listen includes a named CSM and Standard escalation priority. The Client may request up to two (2) ad-hoc CSM sessions per year, with additional CSM engagement available on demand as reasonably required. Listen also includes one (1) strategic business review per year, on request, and one (1) hour of onboarding training. Topic and query setup remains self-service. Participation in beta programs and roadmap discussions may be offered occasionally, subject to availability and eligibility.

5.3. Analyze. Analyze includes a dedicated CSM as its named contact and Medium escalation priority, with regular CSM engagement. The Client may request up to six (6) ad-hoc CSM sessions per year and receives semi-annual strategic business reviews. Analyze includes one (1) hour of onboarding training and setup, review, and tuning of one (1) topic during onboarding. The Client is also eligible to participate in beta programs and product roadmap discussions, subject to availability and eligibility.

5.4. Enterprise. Enterprise includes a dedicated CSM and High escalation priority, with regular CSM engagement tailored to the Client’s business needs. Customer-requested CSM sessions are available on a fair-use basis, including more than six (6) sessions per year where reasonably required. Enterprise includes quarterly strategic business reviews, two (2) hours of onboarding training during the first sixty (60) days, and setup, review, and tuning of up to two (2) topics during onboarding. The Client is also eligible to participate in beta programs and product roadmap discussions, subject to availability and eligibility.

6. ONBOARDING AND ACCOUNT SETUP

6.1. Except for the topic and query setup, review, and tuning expressly included in Sections 4 and 5, account setup and expert-led implementation are not included in any subscription plan by default. Any included onboarding training identified in Sections 4 and 5 is training or orientation and does not, by itself, require YouScan to configure the Client’s account, create or optimize monitoring topics, build dashboards, configure users, or perform implementation work.

6.2. Clients that require expert-guided account implementation may obtain an optional one-time onboarding package. The available onboarding packages and included scope are described below. Commercial terms, if any, are stated separately in the applicable Order Form or other written ordering document and are not part of this Policy. An entry marked “Not included” in the package table does not remove an entitlement included in the Client’s subscription plan.

6.3. The limits in an onboarding package are aggregate maximums for that onboarding engagement. Unless otherwise stated in the applicable Order Form, unused topics, training hours, dashboards, user configurations, meetings, or other onboarding components do not roll over, convert into another service, or remain available after the applicable implementation period.

6.4. Custom Onboarding is a one-time tailored implementation for Clients requiring a volume of topics, dashboards, users, training, or implementation assistance outside the defined Standard, Premium, or Enterprise onboarding packages. Its scope and implementation period must be agreed in writing.

6.5. YouScan may reasonably sequence onboarding activities, request information or access from the Client, and schedule training or configuration work based on personnel availability and dependencies. Delays caused by missing Client information, access, approvals, or other Client-side dependencies may affect the implementation schedule.

7. CUSTOM PREMIUM SERVICE

7.1. Custom Premium Service is an optional ongoing expert-support service available whereagreed in writing. Unlike a one-time onboarding package, Custom Premium Service may include recurring audits of the Client’s existing YouScan setup and ongoing configuration of new monitoring topics and dashboards as the Client’s requirements evolve.

7.2. The specific scope, frequency, resource allocation, deliverables, limitations, and other terms of Custom Premium Service must be stated in the applicable Order Form or other written scope agreed by the Parties. Custom Premium Service is not included in a subscription plan solely because the Client subscribes to Enterprise.

7.3. Unless expressly included in the written scope, Custom Premium Service does not include custom software development, bespoke Platform functionality, unmanaged third-party work, or legal, regulatory, tax, or other professional advice.

8. SUPPORT REQUEST CLASSIFICATION AND PRIORITIZATION

8.1. YouScan may classify and prioritize Support Requests based on their actual impact, scope, available workarounds, affected functionality, security implications, and the Client’s escalation priority. The following categories are used for operational triage:

8.2. Client-selected priority labels are informational only. YouScan may reclassify a Support Request where the reported impact does not match the applicable category.

8.3. The plan-specific first-response targets in Sections 3.3 and 4.1 are distinct from issue severity and escalation priority. Escalation priority affects relative handling order; it does not guarantee resolution within any specified period.

9. CLIENT RESPONSIBILITIES

9.1. To enable efficient support, the Client will:

• provide a clear description of the issue, expected and actual behavior, and business impact;

• ​provide reasonably requested diagnostic information, screenshots, logs, examples, and steps to reproduce the issue, while avoiding unnecessary disclosure of personal, confidential, regulated, or sensitive information;

• ​maintain current contact information and identify personnel authorized to submit and discuss Support Requests;

• ​reasonably cooperate with troubleshooting, testing, onboarding, configuration work, and implementation of recommended workarounds or corrections; and

• ​use supported browsers, integrations, configurations, and versions of relevant software where applicable.

9.2. The Client must not provide passwords, private keys, authentication tokens, or other access credentials to YouScan personnel unless YouScan expressly requests a secure method for doing so. The Client remains responsible for its account credentials and for complying with the Agreement’s security requirements.

10. EXCLUDED SERVICES AND OUT-OF-SCOPE REQUESTS

10.1. Unless expressly included in the applicable subscription plan, onboarding package, Custom Premium Service, or Order Form, Customer Support does not include:

• ongoing managed operation of the Client’s social listening programme or continuous creation, maintenance, or optimization of topics, rules, dashboards, alerts, or reports on the Client’s behalf;

• ​research, social-media analysis, data interpretation, campaign strategy, consulting, or preparation of bespoke business insights or deliverables for the Client;

• ​custom software development, bespoke features, custom integrations, API implementation, coding, data migration, data cleaning, or engineering work;

• ​support for the Client’s own networks, devices, software, databases, integrations, or third-party products and services, except to the limited extent reasonably necessary to determine whether an issue originates in the YouScan Platform;

• ​legal, regulatory, compliance, tax, security-audit, procurement, or other professional advice; or

• ​on-site assistance, dedicated 24/7 technical personnel, or emergency/on-call technical support.

10.2. If the Client requests services outside the applicable scope, YouScan may decline or defer the request, provide self-service guidance, or propose a separate written scope, optional onboarding package, Custom Premium Service, or other arrangement. Nothing in this Policy obligates YouScan to accept out-of-scope work.

11. FAIR USE AND SCHEDULING

11.1. Customer Support, CSM access, meetings, webinars, workshops, and other included assistance are subject to reasonable and good-faith use. Unless a specific number or frequency is stated in this Policy or an Order Form, an included service does not constitute an unlimited entitlement.

11.2. YouScan may schedule training, onboarding, CSM meetings, strategy reviews, QBRs, workshops, or other non-incident support based on reasonable advance notice, personnel availability, Client availability, and the nature of the requested assistance.

11.3. YouScan may take reasonable steps to prevent abusive, excessive, duplicative, automated, or bad-faith use of support channels that materially interferes with support for other Clients.

12. THIRD-PARTY SERVICES AND EXTERNAL DEPENDENCIES

12.1. Some Support Requests may involve third-party platforms, APIs, data sources, networks, infrastructure, or software outside YouScan’s control. YouScan may provide reasonable assistance in diagnosing such issues but does not control and is not responsible for third-party response times, availability, changes, restrictions, or remediation.

12.2. YouScan may close or place a Support Request on hold where resolution depends on a third party, the Client, or information that has not been provided, and may reopen the request when the relevant dependency or information becomes available.

13. NO RESOLUTION OR AVAILABILITY GUARANTEE

13.1. The first-response targets in Sections 3.3 and 4.1 are operational targets, not guaranteed service levels. This Policy does not create a guaranteed response time, guaranteed resolution time, uptime commitment, service-level agreement, service credit, refund right, warranty, or other remedy unless such commitment is expressly stated in a signed Order Form or separate written service level agreement.

13.2. Resolution time varies based on the nature and complexity of the issue, ability to reproduce it, Client cooperation, third-party dependencies, security considerations, and other circumstances. YouScan may provide workarounds, fixes, product changes, or other responses as it reasonably determines appropriate.

13.3. The disclaimers, warranty limitations, liability limitations, and other risk allocations in the Agreement apply to Customer Support services, onboarding services, Custom Premium Service, and this Policy.

14. SECURITY, PRIVACY, AND SUPPORT DATA

14.1. In connection with a Support Request, onboarding activity, or Customer Support engagement, YouScan may process contact details, communications, screenshots, diagnostic information, logs, and other information reasonably necessary to investigate and respond to the request or provide the applicable service. Such processing is subject to the Agreement and YouScan’s applicable privacy and security terms.

14.2. The Client should provide only information reasonably necessary for support and should redact or minimize personal, confidential, regulated, or sensitive information where it is not required for the applicable support or onboarding activity.

15. CHANGES TO THIS POLICY

15.1. YouScan may update this Policy from time to time to reflect changes in support operations, channels, technology, security practices, subscription plans, or service offerings.

15.2. Operational or administrative changes that do not materially reduce the support services included in the Client’s subscription plan may become effective when published. A change that materially reduces an included entitlement will not apply during the Client’s then-current subscription Term and will ordinarily apply from the next renewal or new Order Form, unless the change is reasonably necessary to address applicable law, security, abuse prevention, or a third-party dependency.

15.3. Where reasonably practicable, YouScan will provide notice of a material change through the Website, the YouScan Platform, email, or another reasonable communication channel. A separately signed Order Form or other written agreement continues to control to the extent it expressly provides different commitments.

16. SUSPENSION AND END OF SUPPORT

16.1. Customer Support services are available only while the applicable subscription is active and the Client is entitled to access the Services. Support may be limited or suspended where access to the Services is suspended under the Agreement.

16.2. Following expiration or termination, YouScan has no obligation to provide Customer Support services, onboarding services, or Custom Premium Service except as expressly required by the Agreement or agreed in writing.

17. CONTACT

• Support requests: support@youscan.io

• In-app chat: available directly in the Client’s YouScan account

• Business WhatsApp for urgent requests: +1 484-445-8260

• YouScan Academy: academy.youscan.io 

• Knowledge Base: help.youscan.io

• Contractual or legal questions concerning this Policy: legal@youscan.io