R2N Software LLC Combined Customer Support Policy

1. Purpose and Overview

This Customer Support Policy defines the scope, conditions, and procedures under which R2N Software LLC (“R2N”) provides technical support. The intent is to set clear expectations for the operation of R2N products as documented, covering installation, troubleshooting, and ensuring intended performance.

2. Products Covered and Eligibility

This policy applies exclusively to properly licensed versions of the following products:

• PeakLab
• CurvFace
• Legacy modeling tools

Eligibility: Support is provided for the most current release on supported platforms. For annually licensed software, support is provided exclusively to customers with a valid maintenance agreement or active subscription. R2N reserves the right to refuse support for unlicensed, modified, or improperly obtained software.

3. Scope of Support (What Is Included)

R2N provides reasonable, commercially feasible assistance limited to:

• Installation & Environment: Assistance with activation, system requirements, and resolving environmental issues hindering successful installation.
• Defect Analysis: Troubleshooting reproducible software errors, assessing crashes, and reporting confirmed defects to Product Development.
• Methodological Guidance: Clarifying mathematical assumptions, identifying procedures for specific analyses, and help constructing syntax for “PeakFit” and “PeakLab” engines.
• Data Functions: Assistance with supported data import and export functions.

4. Exclusions (What Is Not Included)

Support is primarily advisory and does not include:

• Custom Development: Development of new features, functionality, or custom code modifications.
• Scientific Interpretation: Statistical analysis, scientific interpretation, or validation of private research results.
• Professional Services: Workflow optimization, re-engineering, or major data restructuring.
• External Issues: Problems caused by third-party software, hardware, or obsolete operating systems.
• Training: Explaining foundational mathematical/statistical concepts to users without baseline training.

5. Support Channels and Response Targets

• Primary Channel: Email-based technical support at techsupport@r2nsoftware.com.
• Initial Response: R2N is committed to contacting users within three (3) business days after an incident is reported.

Priority Guidelines (Initial Response Targets)

Note: Targets are objectives only and do not constitute service level agreements (SLAs).

6. Escalation Process

• Initial Contact: Representatives strive to resolve concerns during the initial contact.
• Tracking: If immediate resolution is not possible, an incident tracking number is assigned for follow-up.
• Senior Review: Issues requiring specialized expertise are escalated to a senior developer.
• Product Development: Complex mathematical or “peak-fitting” issues may be escalated to the Product Development team, where the case remains open until resolution.

7. Customer Responsibilities

To ensure effective support, customers are expected to:

• Review Documentation: Consult user manuals, help files, and FAQs before contacting support.
• Validate Data: Ensure data files are complete and properly formatted, as many errors stem from missing or incorrect formatting.
• Provide Details: Note specific error messages, commands, or reproducible steps that generated the issue.

R2N reserves the right to modify this policy at any time. All support is provided “as is” and subject to resource availability.