Customer Support & Migration Services Policy

Host360 provides round-the-clock technical support for the infrastructure we operate. Eligible customers moving workloads onto Host360 also receive complimentary, infrastructure-level migration assistance. This policy explains what our support and migration assistance cover and what they do not. It also sets out what we need from you and how to engage us for work beyond the standard scope. This Customer Support & Migration Services Policy ("Policy") applies to all customers of ("Host360", "we", "us" or "our"). It covers customers using Host360 services, including GPU cloud, public cloud, managed private cloud, OpenStack, bare metal and storage services (the "Services"). This Policy forms part of, and should be read together with, our Terms of Service, our Privacy Policy, and any order form, master services agreement or statement of work signed between you and Host360. If this Policy conflicts with a signed agreement, the signed agreement prevails.

Every Host360 account includes standard support for the infrastructure and platform services that Host360 provisions and operates. Standard support covers: • Monitoring of infrastructure and platform health across our data centres • Troubleshooting of compute, GPU, storage and network infrastructure within the Host360 environment • Provisioning, access and account-related issues on the Host360 platform • Guidance on using Host360 features, consoles and interfaces • Incident response, coordination and status updates for platform-level incidents • Replacement of faulty Host360-owned hardware Standard support applies only to Services provisioned on Host360 infrastructure. It does not include administering the software, applications or configurations inside your virtual machines, containers or servers, unless you have purchased Managed Services that cover them.

You can contact our support team through live chat on our website, by phone at +91 (818) 181-4708, by email at support@host360.ai, or through portal. For urgent issues affecting production workloads, please call us. When raising a request, please include: • Your account ID • The affected resource • When the issue started • Any error messages or logs • The steps you have already taken We prioritise requests by business impact, so a production outage takes precedence over degraded performance, which takes precedence over general questions. Response and resolution targets, where they apply to your account, are set out in your order form or signed agreement.

To make moving to Host360 straightforward, we provide complimentary infrastructure-level migration assistance to eligible customers. Your account manager confirms eligibility and scope before any migration work begins. Complimentary migration assistance includes: • A discovery session covering your source environment, workload inventory and target Host360 configuration • A written migration plan covering sequencing, the cutover window and the rollback approach • Import of virtual machine images and virtual disks in supported formats, as listed in our Knowledge Base • Creation and sizing of virtual machines or instances on Host360 to match the agreed configuration • Attachment of storage volumes, and configuration of Host360-side networking such as private networks and IP assignment, as agreed in the migration plan • Initial boot validation and confirmation that migrated systems are reachable • Coordination with your team during the agreed cutover window Complimentary assistance is delivered on a reasonable-efforts basis for supported source platforms [e.g. VMware vSphere, Microsoft Hyper-V, Proxmox VE, OpenStack and major public cloud providers] and supported operating systems.

Every migration follows the same sequence: • Discovery. We review your environment and requirements. • Plan. We agree the migration plan and cutover window with you. • Transfer. Your workloads are moved to Host360. • Validation. We complete infrastructure-level checks, and your team validates applications and data. • Cutover and sign-off. You switch production traffic and confirm the migration is complete. We never decommission your source environment. It should remain available until you have validated your workloads on Host360 and confirmed sign-off. Migration timelines are estimates. They depend on data volume, available network bandwidth, the limits of your current provider, and the availability of your technical team.

The following are outside the scope of complimentary migration assistance. They can be delivered as Professional Services under a separate agreement: • Application installation, configuration, upgrades or troubleshooting • Database migration, replication, re-platforming or administration • Operating system troubleshooting, hardening, patching or performance tuning inside migrated systems • Middleware, web server or runtime configuration • Kubernetes cluster builds, container orchestration or CI/CD pipeline setup • AI/ML framework, CUDA driver or model-serving configuration beyond Host360's standard images • Physical-to-virtual or physical-to-physical server conversions • Network architecture redesign, cross-environment VPN or firewall design, or DNS changes with third-party providers • Disaster recovery design or implementation • Third-party software integration, licensing or activation • Security, compliance or audit implementation • Load testing and performance benchmarking

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