Standard Support Terms

In addition to any other terms and conditions applicable to Customer’s purchase of Invicti Solution, these Standard Support Terms (the "Support Terms") shall apply if the entity purchasing or licensed to use the Invicti Solution (the "Client") is explicitly authorized by Invicti in writing to receive Standard Support, as defined below, unless Client purchases a higher level of support, which will replace and supersede these terms.

These Support Terms shall, to the extent applicable, be incorporated into, and form an integral part of: (i) the Subscription Services Agreement (https://www.invicti.com/legal/ssa) or other negotiated agreement between Customer and Invicti; or (ii) the End User License Agreement (https://invicti.com/legal/EULA), as amended[VK2.1], between End User and Invicti, whichever applies to the Client’s access to the Invicti Solution and related support services (the applicable framework agreement being referred to as the “Underlying Agreement”). If there is a conflict between these Support Terms and the terms of the Underlying Agreement, this these Addendum Support Terms shall prevail with respect to its subject matter. Capitalized terms used herein but not otherwise defined shall have the meaning ascribed to them in the Underlying Agreement, and references to “Customer” or End User” shall apply to the Client as the context requires.

1. ADDITIONAL DEFINITIONS.
“Business Hours” means Monday through Friday 8 a.m. to 5 p.m. (EST/EDT for the US and CET/CEST for Malta), excluding federal public holidays in the jurisdiction from which Support is provided.

2. Standard Support. Subject to the provisions of the Underlying Agreement, Invicti will provide the support services set out below in connection with the Invicti Solution throughtout the Subscription Term (“Standard Support”):

2.1. Onboarding. Invicti will aid Client with adoption of and provide Client with training on the Invicti Solution, including providing Client with basic configuration examples and a training session covering essential dynamic application security best practices.

2.2. Ongoing Support. Invicti shall provide:

(A) Bug fixes to bring the Invicti Solution into substantial conformance with its then-current Documentation; and

(B) Maintenance services, including maintenance releases, enhancements, new versions, additions, and modifications to the Invicti Solution, that it provides to all other customers under Standard Support for no additional fee. Following a support request, an Invicti support representative will work with the Client’s designated technical support team to assist in the resolution of identified and reproducible issues.

2.3. Support Contact. Client may obtain Standard Support from Invicti by logging a support request in the Invicti support portal (presently found at the following URL: https://support.invicti.com).

2.4. Service Level Guidelines. Subject to section 4, Invicti will use commercially reasonable efforts to adhere to the following target initial response times, based on the assigned designation at time of request:

3. CLIENT RESPONSIBILITIES. Client will comply with the following requirements to facilitate Invicti’s successful provision of Standard Support:

3.1. Client shall identify a primary point of contact with whom Invicti can interface. Client’s primary point of contact will:

(A) Have all requisite authority to act on Client’s behalf in resolving questions arising out of or in relation to Invicti’s provision of Standard Support;

(B) Ensure that any information communicated by Invicti is conveyed to Client’s resources with appropriate technical skill and knowledge to effectuate the updates, modifications, workarounds, or changes suggested by Invicti; and

(C) Coordinate personnel schedules and resource allocation for Client, and ensure those resources participate in meetings, as necessary.

3.2. Client shall provide Invicti timely responses and access to accurate and complete information relative to Standard Support requests, as reasonably requested, and such responses and information will be communicated to appropriate Invicti personnel through the support portal or email address provided herein, or as otherwise mutually agreed by Client and Invicti.

3.3. Client is responsible for its own data and applications, and the support of its end-users, stakeholders, and other third parties.

3.4. Client will provide prompt agreement, approval, acceptance, consent, feedback, assistance, or similar action, as requested by Invicti, to facilitate all aspects of Standard Support delivery, and such action will not be unreasonably delayed or withheld.

4. GENERAL EXCLUSIONS & LIMITATIONS.

4.1. Invicti has no obligation to provide Standard Support: (i) outside the scope of the Underlying Agreement, these terms, or for issues arising out of or in connection with the unauthorized use of the Invicti Solution, (ii) if Client fails to pay all applicable fees when due; (iii) for issues arising out of or in connection with unauthorized third-party products and services or issues arising exclusively from authorized third-party products and services; and (iv) for modifications or changes to the Invicti Solution not performed, directed, or authorized by Invicti.

4.2. Client acknowledges that Standard Support does not include: (i) developing custom scripts, templates, or queries; (ii) analyzing or troubleshooting performance issues resulting from or related to third party products; and/or (iii) performing installations, configurations, migrations, or upgrades in any Client environment.

4.3. Invicti does not perform on-site support; Standard Support is remote only.

Last updated as of: 13 July 2026