AIQu VEIL Support Policy

Platform-agnostic marketplace document; app-specific.

Publisher: Integrated Cyber Solutions Inc. d/b/a Integrated Quantum Technologies Inc.

Registered Office: 2600-1066 West Hastings St., Vancouver, British Columbia V6E 3X1, Canada

Legal Notices: [email protected]

Effective date: Upon publication or acceptance through the applicable marketplace. If the applicable marketplace imposes additional mandatory terms, those marketplace terms control for ordering, billing, payment, tax, and marketplace-specific rights.

This Support Policy describes the support services that Integrated Integrated Quantum Technologies Inc. (“Integrated Quantum”) makes available for the AIQu VEIL application (the “App”). This Support Policy is app-specific and should be read together with the Terms of Service for the App.

1. Support Scope

Integrated Quantum provides best-effort support for the installation, configuration, and operation of the App within Customer’s environment. Support may include assistance with issues arising from the App itself, questions regarding encoder training, model registration, deployment configuration, permitted data-source configuration, and general questions regarding the App’s documented functionality and capabilities.

Support does not extend to Customer’s broader infrastructure, third-party software, customer-authored code, Customer’s underlying marketplace tenancy, or other components of Customer’s ML pipeline that fall outside the scope of the App except at Integrated Quantum’s discretion.

2. Supported Versions

Unless otherwise stated in release materials, Integrated Quantum generally supports the current generally available version of the App and the immediately preceding version, provided the older version remains available through the applicable marketplace and has not been withdrawn for security, compatibility, or policy reasons.

3. Support Contact and Channels

Support requests may be submitted to [email protected]. Where the applicable marketplace or platform provides a native ticketing or support-request mechanism for the App, Integrated Quantum may also honor requests submitted through that channel. Legal notices should not be sent to the support address.

A support request should include only non-sensitive information sufficient to describe the issue, such as the applicable marketplace or platform, App version or release identifier if known, a general description of the issue and the relevant workflow step, the date and approximate time of occurrence, any non-sensitive error text or procedure name, and whether the issue is blocking production use.

4. Support Hours

Integrated Quantum’s standard support hours are 09:00 to 17:00 Eastern Time, Monday through Friday, excluding Canadian federal statutory holidays. Support is provided in English.

5. Response Target

Integrated Quantum’s target is to provide an initial human response within 72 hours after receipt of a support request. This is a best-effort target for acknowledgement and triage only; it is not a guarantee of full diagnosis, workaround, or resolution within any particular time.

6. Support Tiers and No Formal SLA

Integrated Quantum currently offers a single, uniform level of support for all customers of the App. No differentiated or premium support tier is included unless separately stated in marketplace materials or a signed written agreement.

This Support Policy does not create a service level agreement. Integrated Quantum does not guarantee uptime, incident severity classifications, escalation paths, root-cause analysis, maintenance windows, or fix delivery within any specific period.

7. Information Customers Must Not Send

To reduce legal, privacy, and security risk, customers must not send Integrated Quantum any of the following through support channels:

• raw customer inputs or source records;

• latent vectors or other encoded outputs;

• model files, ONNX artifacts, checkpoints, or deployment bundles;

• screenshots, screen recordings, or attachments containing customer data or client information;

• application logs, dumps, stack traces, or traces that contain customer data or environment secrets;

• passwords, tokens, private keys, connection strings, secrets, or credentials;

• personal data, sensitive personal data, PHI, PCI data, export-controlled data, or other regulated information;

• confidential third-party information or any data Customer is not authorized to disclose.

If prohibited material is sent to Integrated Quantum, Integrated Quantum may delete it without review, quarantine it, or refuse to process the request until Customer provides a sanitized description.

8. What Integrated Quantum May Request Instead

Where necessary, Integrated Quantum may ask Customer for a sanitized, text-only description of the problem, synthetic reproduction steps, or high-level non-sensitive metadata that does not reveal customer data, model artifacts, or confidential environment details.

9. Customer Cooperation

To enable effective support, Customer is expected to provide a clear sanitized description of the issue, cooperate reasonably during triage, make relevant personnel available for follow-up communications, and apply recommended configuration changes, patches, or updates where appropriate within Customer’s own change-management process.

10. Exclusions

Support does not include the following, except at Integrated Quantum’s discretion:

• marketplace billing, invoicing, payment collection, tax handling, or procurement issues controlled by the marketplace;

• underlying compute, storage, networking, warehouse, container, registry, or account-level platform issues;

• customer IAM, RBAC, ABAC, secrets management, private networking, VPC or VNet configuration, or similar environment administration;

• custom development, data science consulting, feature engineering, model tuning, or MLOps architecture design;

• evaluation of downstream model accuracy, fairness, explainability, bias, or regulatory sufficiency;

• issues caused by unsupported versions, withdrawn platform features, customer code, customer data quality, or third-party software not supplied with the App.

11. Updates and Maintenance

Integrated Quantum may publish fixes, patches, updates, or compatibility changes through the applicable marketplace or platform mechanism. Customer is responsible for testing and applying updates in accordance with its own change-management procedures and the capabilities of the marketplace.

12. Suspension or Limitation of Support

Integrated Quantum may limit, defer, or decline support where: (a) the request is outside scope; (b) Customer is using an unsupported version; (c) Customer sends prohibited information; (d) the applicable marketplace entitlement is inactive; or (e) legal, security, or compliance concerns require restriction.

13. Policy Changes

Integrated Quantum may update this Support Policy from time to time. The most recent version made available with the App or listing materials will apply prospectively from its stated effective date.

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