1. Overview of LAVA Platform Support Services
 

LAVA will provide Platform Support Services to Customer administrators and authorized users during the term of the applicable Order Form.
 

Platform Support Services include:
 

• Access to the LAVA Support Portal, including knowledge base resources and ticket submission capabilities

• Access to LAVA technical support personnel for issue investigation and resolution

• Incident management and escalation procedures

• Event-day operational support for Customer live events

• Ongoing platform monitoring and maintenance
   

Platform Support Services are intended to support Customer administrators and authorized users only and do not include support for end consumers, fans, or other third-party users of Customer programs or digital passes.
 

Platform Support Services are intended to support the operation and reliability of the LAVA Platform and do not include custom development, strategic consulting, or program configuration services unless otherwise specified in an Order Form.

In addition to the following standard Support Services, enhanced or enterprise-level Support Services can be available upon request at negotiated levels and pricing.

 

2. Support Channels
 

Customers may contact LAVA through the following support channels.
 

Primary Support Channel
 

LAVA Support Portal
 

The LAVA Support Portal provides:
 

• Knowledge base articles

• Training documentation

• Platform how-to guides

• Video tutorials

• Frequently asked questions

• Ticket submission for incidents, bugs, outages, or feature requests
   

Customers should submit all support requests through the Support Portal whenever possible, which enables LAVA to properly track, triage, and resolve incidents.
 

Secondary Support Channels
 

Email Support
 

Support requests may also be submitted via email at: support@lava.ai
 

Email submissions will be converted into support tickets within the LAVA support system.
 

Collaboration Channel
 

Slack
 

Slack shared channels may be used for:
 

• Platform usage questions

• Strategic discussions

• Use-case validation

• Non-urgent communications
   

Slack is not intended to replace the Support Portal for formal incident tracking.
 

Emergency Escalation
 

For urgent matters requiring escalation, customers may contact their designated LAVA Customer Success representative, who will coordinate internal escalation as necessary.

 

3. Support Hours
 

Standard Support Hours
 

LAVA provides standard support coverage:
 

Monday – Friday
7:00 AM – 7:00 PM Pacific Time
(excluding LAVA-observed holidays)
 

This schedule provides coverage for both West Coast and East Coast operating hours.
 

International Clients
 

Support coverage for international customers may vary based on the Customer’s primary venue time zone and operational requirements.

 

4. Severity Definitions
 

Support incidents are categorized according to the following severity levels.
 

Severity 1 – Critical

Production outage or failure affecting all users, including system unavailability, data loss, or critical functionality failure with no available workaround
 

Severity 2 – High

Major functionality significantly impaired affecting multiple users or core system functionality with no reasonable workaround
 

Severity 3 – Medium

Partial system impairment or issue affecting a limited number of users where a temporary workaround may exist
 

Severity 4 – Low

General inquiries, minor defects, configuration assistance, or feature clarification

 

5. Response Time Commitments
 

LAVA will use commercially reasonable efforts to respond to incidents according to the following response targets during Standard Support Hours.

 

Critical (Severity 1)

Within 1 hour
 

High (Severity 2)

Within 8 hours
 

Medium (Severity 3)

Within 1 business day
 

Low (Severity 4)

Within 2 business days
 

Response time refers to acknowledgment and initial investigation of the incident and does not represent final resolution time.

 

6. Resolution Targets
 

LAVA will use commercially reasonable efforts to resolve incidents according to the following targets.
 

Critical

Continuous effort until service is restored or a workaround is implemented
 

High

1–2 business days
 

Medium

5–7 business days
 

Low

Addressed in a future planned release or product update
 

Actual resolution times may vary depending on the nature and complexity of the issue.

 

7. Event-Day Support
 

LAVA provides enhanced support coverage during Customer live events.
 

Event Window
 

Event-day coverage typically includes:
 

• 3 hours prior to event start

• Through event duration

• Up to 1 hour following event conclusion
   

Event Response Targets
 

During this window, LAVA will use commercially reasonable efforts to respond to incidents according to the following targets:

 

During Event

Within 30 minutes
 

Event Day (pre/post event)

Within 1 hour
 

Event-day incidents should be communicated through the Support Portal or designated client communication channels.

 

8. Incident Management and Escalation Process
 

The LAVA incident management process follows the escalation path below.
 

Step 1 – Self-Service Resources
 

Customers are encouraged to first consult the LAVA Support Portal, which provides documentation, training materials, and troubleshooting resources.
 

Step 2 – Support Ticket Submission
 

Customers may submit a support request through:
 

• LAVA Support Portal

• Support email

• Designated communication channels
   

Requests should include:
 

• Description of the issue

• Screenshots or error messages

• Relevant timestamps

• Contact information for follow-up
   

Step 3 – Support Triage
 

Submitted incidents are reviewed and triaged by the LAVA Customer Success / Production Support team, which will:
 

• Confirm receipt

• Assess severity level

• Begin investigation
   

Step 4 – Engineering Escalation
 

If required, incidents may be escalated to:
 

1. Production Support Engineering

2. LAVA Core Engineering Team
    

Escalation will occur based on technical complexity and severity level.

 

9. Ticket Closure
 

Support tickets may be closed under the following circumstances:
 

• The issue has been resolved

• A workaround or solution has been provided

• The issue falls outside the scope of Platform Support Services

• Customer has not responded to follow-up requests for additional information
   

If Customer does not respond after two reasonable attempts to obtain additional information and three (3) business days have elapsed, the support ticket may be closed.
 

Closed tickets may be reopened upon Customer request.

 

10. Customer Responsibilities
 

Customer agrees to cooperate with LAVA to facilitate efficient support services.

Customer responsibilities include:
 

• Designating authorized support contacts

• Maintaining open communication with LAVA support personnel

• Providing necessary information to reproduce and diagnose issues

• Notifying LAVA of changes to third-party integrations or system dependencies

• Participating in reasonable troubleshooting activities when requested
   

Failure to fulfill these responsibilities may affect LAVA’s ability to resolve incidents.

 

SERVICE LEVELS

 

1. Platform Availability
 

LAVA will use commercially reasonable efforts to maintain 99.9% monthly platform availability, excluding scheduled maintenance, force majeure events, and outages caused by third-party systems outside of LAVA’s control.
 

Availability is calculated based on total minutes in a calendar month excluding:
 

• Scheduled maintenance

• Customer-controlled environments

• Third-party system failures

• Circumstances beyond LAVA’s reasonable control
   

The LAVA platform and services are maintained on the Google Cloud Platform. As such, Service Levels for core platform up-time are dependent upon GCP’s Service Levels found here:

https://cloud.google.com/compute/sla

https://cloud.google.com/storage/sla 

https://cloud.google.com/sql/sla

https://cloud.google.com/alloydb/sla

 

Additionally, since many of the LAVA services are dependent upon data and service flow from other third-party technology vendors of the Customer, such as POS and ticketing systems, specific LAVA services can be impacted by those other technology vendors, which are beyond LAVA’s control.

 

2. Planned Maintenance
 

LAVA may perform planned maintenance activities required to maintain or improve the Platform.

Planned maintenance will:
 

• Occur during off-hours or non-event periods whenever possible

• Be scheduled to minimize disruption to Customer operations

• Be communicated to Customer at least 48 hours in advance whenever reasonably practicable

 

3. Security and Data Protection
 

LAVA maintains administrative, physical, and technical safeguards designed to protect the confidentiality, integrity, and availability of Customer Data.
 

LAVA maintains SOC 2 compliance, demonstrating adherence to industry standards for security, availability, and confidentiality controls.
 

Additional data protection and privacy obligations may be governed by separate data protection agreements where applicable.
 

Last updated: 12.18.2025