Support Service Policy

SUPPORT SERVICE POLICY

Hive Corporation Limited, trading as OneHive

Company number 12735078, registered in England and Wales

Last updated: 01/10/2026

Version: 1.1

1. Purpose and scope

This Support Service Policy sets out the technical support and service commitments that Hive Corporation Limited, trading as OneHive ("OneHive", "we", "us", "our") provides to the organisations that use the OneHive learning, mentoring and tutoring platform (the "Platform") and to the users those organisations authorise. Its purpose is to give every Customer Organisation a clear and consistent understanding of the support they can expect from us and of the part they play in helping us to provide it.

The policy explains the scope of support, how to request help, the hours during which support is available and how quickly we aim to respond to and resolve issues. It also describes how we prioritise issues, how a Customer Organisation can escalate a concern and what we ask of Customer Organisations in return.

This policy applies to all Customer Organisations and their Authorised Users. Where a signed contract, order form or service level agreement contains terms that differ from this policy, those terms take precedence to the extent of any inconsistency and this policy applies in all other respects.

It should be read alongside our Terms and Conditions, our Privacy Policy and any Data Processing Agreement in place between us. Where a support issue involves personal data or a suspected personal data breach, our Data Breach Response Plan also applies.

2. Definitions

The following terms are used throughout this policy:

• Customer Organisation: the charity, NGO, school or education provider that has an agreement with OneHive to use the Platform.

• Authorised User: a learner, educator, administrator or other individual permitted by a Customer Organisation to use the Platform.

• Incident: any unplanned interruption to the Platform, or any reduction in the quality of the Platform, or a fault reported by a Customer Organisation or an Authorised User.

• Service Request: a request for information, advice, configuration or a routine administrative task that is not an Incident.

• Response Time: the period between us receiving a report through an approved channel and us acknowledging that report and beginning work on it.

• Resolution Time: the period between us receiving a report and the Platform being restored to normal operation or a reasonable workaround being provided.

• Business Hours: the hours during which standard support is available, as set out in Section 6.

• Business Day: any day on which standard support is available, as set out in Section 6.

3. Support services we provide

Our support is intended to keep the Platform running well for Customer Organisations and their Authorised Users and to help them use it effectively. We diagnose and resolve faults and errors in the Platform, we investigate performance problems and service interruptions and we restore service following an outage.

We also help Authorised Users with access, log-in and account issues, we provide guidance on how to use the standard features of the Platform and we assist Customer Organisation administrators with the configuration and administrative settings available to them. Where a question is better answered by documentation or training material, we will direct the user to the relevant resource. All support is provided remotely through the channels set out in Section 5.

4. What is not covered

Some matters fall outside standard support. They may still be addressed by agreement and may be chargeable or covered by a separate statement of work. The following are not included in standard support:

• faults caused by equipment, software, networks or internet connections that are not under our control;

• issues that arise from misuse of the Platform, or from use that does not follow our guidance or our Terms and Conditions;

• bespoke development, new features or integrations that do not form part of the standard Platform;

• data entry, content creation and routine administration that are the responsibility of the Customer Organisation;

• training beyond the onboarding and materials that we provide as standard;

• support for third-party products, even where they are used alongside the Platform.

Where a request falls outside standard support, we will tell the Customer Organisation and, where relevant, agree the basis on which the work can be carried out before we proceed.

5. How to request support

Authorised Users should report Incidents and Service Requests through one of the approved channels below. Using these channels makes sure that each request is logged and can be tracked through to resolution.

• Email: help@onehive.ai

So that we can respond effectively, please include the name of the Customer Organisation, the Authorised User affected, a clear description of the issue, what you were doing when it occurred and any error messages or screenshots. The more detail we receive at the outset, the more quickly we can understand and reproduce the problem.

We log each request when we receive it and work on it in line with its priority.

6. Support hours

Standard support is available during the Business Hours set out below. Reports received outside these hours are logged on receipt and handled from the start of the next Business Day.

• Days: Monday to Friday

• Hours: 9:00am to 5:00pm UK time

• Excluding: weekends and English public holidays

Any out-of-hours or priority support arrangements are offered only where they have been agreed in writing.

7. How we prioritise issues

When we receive an Incident we assign it a priority based on its impact on the Platform and on the people who use it. The priority determines how quickly we aim to respond and the order in which we work on competing issues. We agree the priority with the Customer Organisation where there is any doubt, and we may reassess it as we learn more about the cause or the effect of the Incident.

8. Response and resolution targets

We aim to meet the response and resolution targets set out in the table below. These are targets rather than guarantees unless a signed service level agreement states otherwise. The time runs during Business Hours, and an Incident is treated as resolved when the Platform is restored to normal operation or a reasonable workaround is in place, with any underlying fix to follow.

We will keep the person who reported the Incident informed of progress at reasonable intervals and will tell them when the issue has been resolved. Where resolution depends on a third party, we will manage that relationship on the Customer Organisation’s behalf and keep them updated, although the time taken by a third party is outside our direct control.

9. Escalation

If an Incident is not progressing within the targets above, or if a Customer Organisation is not satisfied with the way an issue is being handled, it can ask for the matter to be escalated. The first point of contact remains the support team through the channels in Section 5. If that does not resolve the concern, it can be raised with the contacts below.

• Escalation level 1: Naveed Sheikh / CTO - naveed@onehive.ai

We will acknowledge an escalation promptly and agree a plan of action with the Customer Organisation, including the steps we will take and when we will next update them.

10. Service availability and planned maintenance

We aim to keep the Platform available at all times, subject to planned maintenance and to events outside our reasonable control. Our target availability and our standard maintenance arrangements are set out below.

• Target availability: 99.5% measured monthly, excluding planned maintenance

• Planned maintenance window: Outside Business Hours, with advance notice

We will give Customer Organisations reasonable advance notice of any planned maintenance that is likely to affect their use of the Platform. From time to time we may need to carry out emergency maintenance at short notice to protect the security, integrity or performance of the Platform. Where we do, we will tell affected Customer Organisations as soon as we reasonably can and will aim to keep any disruption to a minimum.

11. Data protection and security issues

Where a support issue involves a suspected or actual breach of personal data, or any other risk to the security of personal data, we will handle it in line with our Data Breach Response Plan as well as this policy. Because the Platform is used to deliver services to children and young people, we treat any issue affecting the security of personal data as a matter of priority and will involve our Data Protection Officer where that is appropriate.

Authorised Users and Customer Organisations should report any suspected data protection or security concern without delay, using the support channels in Section 5 or, where one is specified, the dedicated route below. The route for reporting a security or data protection concern if to send an email to data@onehive.ai

12. Customer responsibilities

Effective support depends on the cooperation of Customer Organisations and their Authorised Users. We ask that Customer Organisations report issues through the approved channels and provide enough detail for us to understand and, where possible, reproduce the problem. Each Customer Organisation should nominate one or more administrators to act as the main point of contact for support and should keep their contact details up to date.

Customer Organisations remain responsible for making sure that their Authorised Users use the Platform in line with our Terms and Conditions and our guidance. They are also responsible for maintaining the equipment, software and connections needed to access the Platform and for responding within a reasonable time to any request from us for information needed to resolve an issue.

13. Service reviews and reporting

Where it has been agreed, we will review support performance with a Customer Organisation so that both parties can see how the service is working and address any recurring issues. The frequency of these reviews and the information we report are set out below, and we are happy to discuss arrangements that suit a particular Customer Organisation.

• Review frequency: Quarterly

• Reporting: The number of Incidents, performance against the response and resolution targets, and availability

14. Changes to this policy

We keep this policy under review and may update it from time to time to reflect changes to the Platform or to our services. This version was last updated on 01/10/2026. We will tell Customer Organisations about any material change, and previous versions can be obtained by contacting us.

15. Contact

For any questions about this policy or about the support we provide, please contact us:

• Email: help@onehive.ai