Digital Twin Standalone Product Terms

2. BYOC Services.

2.1 General.  Customer hereby enters into a subscription for the BYOC Services, as described in the applicable Sales Order. Customer acknowledges that the Subscription Services, as described in the applicable Sales Order, requires use of the BYOC Services and Customer is responsible for installing and hosting the Software in Customer’s own cloud environment, with sufficient access to allow Eightfold to manage, provision and monitor the Software.

2.2 Responsibility for Deployment. Customer acknowledges that the BYOC Services are implemented in a manner that divides the responsibility for the Software between Eightfold’s and Customer’s cloud environments, and that accordingly each party must undertake certain technical and organizational measures to protect the Software, the Services, and Customer’s data. Without limiting the foregoing, Customer acknowledges and agrees that (a) Eightfold  does not host the cloud environment into which the Software is deployed and in which Customer’s data accessed by the Software may be stored; (b) Eightfold does not retain copies of Customer’s data solely processed by the Software; and (c) Eightfold does not provide backup services or assume disaster recovery obligations with respect to Customer’s data processed solely by the Software. Accordingly, and without limiting the foregoing, Eightfold is not responsible for any loss, destruction, alteration, or corruption of Customer’s data processed by BYOC Services and the Software, except to the extent caused by Eightfold’s gross negligence or willful misconduct.

2.3 Customer Responsibilities. Notwithstanding anything to the contrary in the Agreement, Customer acknowledges and agrees that Customer is solely responsible for (a) the security of its credentials used to access the Software; (b) securing its cloud environment (with such steps to include without limitation the regular rotation of access keys and other industry standard steps to preclude unauthorized access) and implement and maintain administrative and technical safeguards and other security measures consistent with industry best practices; and (c) backing up and securing Customer’s data under Customer’s control within its cloud environment.

3. Ownership of Output. As between Customer and Eightfold, Customer will retain ownership of Output. For the purposes of this Addendum, “Output” means the responses generated specifically for Customer as a result of using the Software, excluding Eightfold’s or its providers’ Intellectual Property, technology, data, software, insights, recommendations and Confidential Information. Customer acknowledges and agrees that due to the nature of the Software and artificial intelligence generally, Output may not be unique and the Software may generate the same or similar output for third parties. Responses that are requested by and generated for other users are not considered Customer’s Output.

4. Support.  For the Software, the support set forth in the Agreement shall not apply and the support set forth in Annex 1 attached hereto shall apply. Eightfold may use Wisdom Labs AI, Inc, as a subcontractor, to provide support. Eightfold shall be fully responsible for Wisdom Lab’s acts or omissions.

5. Eightfold shall have the right to collect, analyse, and aggregate only usage statistics relating to the provision, use and performance of the Software and related systems and technologies to, during and after the term of the Agreement, (i) enable or improve its products and services, and (ii) disclose such aggregated statistics solely in an anonymized form that does not identify Customer or any individual.

6. Subprocessor. Without prejudice to the Subprocessors previously authorized by the Customer and listed on the Eightfold’s website at https://eightfold.ai/privacy-policy/subprocessor-notice and subject to the terms of the applicable data processing agreement between Customer and Eightfold, the Customer hereby authorizes Eightfold to engage and use Wisdom Labs AI, Inc. as a subprocessor for the purpose of providing the Software. 

7. Independent Contractor. The parties are independent contractors. Nothing in this Addendum shall create an agency, partnership, joint venture, or employment relationship and neither party (nor any agent or employee of such party) will make any representations or warranties or incur any liability on behalf of the other.

Annex 1

Support

1.   Introduction

This Support SLA outlines the support services offered by Wisdomlabs to its customers. It covers service scope, response times, escalation procedures, and roles involved in delivering consistent, high-quality support experiences.

2.   Support Overview

Wisdomlabs provides a comprehensive business-as-usual support model, which includes:

• A dedicated account team
• A named Account Manager for strategic value and lifecycle support

 Our support model is underpinned by industry-standard practices for handling service-related issues, aligned with severity levels from P0 (Critical) to P3 (Low).

3.   Success Plans

3.1   Success Plan

Designed to provide essential support and guidance to ensure customers achieve value with Wisdomlabs.

3.2  Support Availability:

24×5 (Sunday 6 PM to Friday 6 PM local time zone selected by customer)

Initial Response Times:

4.   Support Channels

5.   Escalation Management

Support cases may be escalated based on business impact. Upon escalation, the assigned Support Engineer will:

• •  Engage a Support Manager
  • Initiate an internal escalation protocol

• Define and communicate a clear action plan
• Allocate necessary resources for issue resolution 

Escalation Matrix:

First Level: Yadavinder Singh Gill (yadi@wisdomlabs.ai), +44 77680 20802

Second Level: Niran Kundapur (niran@wisdomlabs.ai)

6.   Self-Service & Community

Wisdomlabs encourages use of its self-service Customer Documents, which includes:

• Articles, how-to guides, and best practices
• Product documentation
• Case tracking and status updates

7.   SLA Exclusions

The SLA does not apply in the following cases:

• Issues caused by third-party software/integrations
• Customer-made customizations
• Force majeure events (natural disasters, power outages, etc.)
• Use of unsupported configurations or browsers