# nCino Support Services – US Mortgage

nCino Support Services – US Mortgage May 2024


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**(A)** nCino service level objectives measured monthly and excluding scheduled maintenance, are as follows (all times reflect Mountain Time):

**Period**

**Timeframe**

**Uptime % Goal**

Peak

Every day (7 a.m. to 8 p.m.)

99.5%

Non-Peak

Nights Every day (8 p.m. to 7a.m.)

99.0%

These percentages indicate uptime objectives. For example, nCino aims to be down less than 0.5% of the time during the 7 a.m. to 8 p.m. time periods.

**(B) Maintenance Periods: **As a cloud-based technology platform, nCino regularly releases system patches and security upgrades. Scheduled maintenance will occur during Non-Peak hours. nCino will alert Subscribers of any necessary maintenance occurring during Peak hours or having a high impact on service availability two weeks in advance at a minimum.

**(C) Scheduled maintenance is not considered in the calculation of uptime.**

**(D) Hours of Operation: **Business hours are defined as 7:00 am – 6:00 pm Mountain Time, Monday through Friday. Support is closed for the following company holidays:

New Year’s Day*

MLK

Veteran's Day

Memorial Day

Juneteenth

Independence Day*

Labor Day

Thanksgiving

Friday after Thanksgiving

Christmas Eve*

Christmas Day*

*If the holiday falls on a Saturday it is observed on the Friday preceding. If the holiday falls on a Sunday it is observed on the following Monday.

**(E) Mortgage Support Portal:** Platinum Support Users may have their  administrators, borrowers, users, and any other party associated with the account,  contact nCino Mortgage Support, 24 hours a day 7 days a week using the Mortgage  Support Portal, found at [https://mortgagehelp.ncino.com/](https://mortgagehelp.ncino.com/) and clicking “submit  request”, or by emailing support at mortgagehelp@ncino.com. Response times for  support ticket form / email support will be 4 hours or less during business hours. For  Standard Support clients, those who have not enrolled in Platinum Support, nCino  will only provide support service to the Subscriber’s account administrator (limit of  three administrators).

Platinum and Standard Support Customers can also leverage technical support  documentation within the Mortgage Support Portal by navigating to [https://mortgagehelp.ncino.com](https://mortgagehelp.ncino.com/). Ticket requestors are encouraged so search and  leverage existing documentation and to provide feedback on existing articles, or  recommend new articles.

**(F) Phone support: **Platinum Support Users may have their administrators, borrowers, users, and any other party associated with the account, contact support (for technical support including operations, security failures, incident reporting, system issues, concerns, or complaints) at any time during business hours at 1.855.684.2777. For Standard Support clients, those who have not enrolled in Platinum Support, nCino will only provide support service to the Subscriber’s account administrator. During non-business hours, all Severity 1 issues need to be called in at 1.855.684.2777.

**(G) Support Responsibility:**

(i) nCino and Subscriber will handle the following jointly:

Subscriber will provide support for minor support questions involving user classification and setup for software administrators, loan officers, operations and production staff, management, real estate agent and settlement partners, and borrowers. Issues may include updating user photos, entering contact information, adding and removing users, and basic training on the technology.

nCino will serve as an escalation point for minor support issues when the Subscriber’s support is unable to assist.

(ii) nCino will provide support for the following:

Troubleshooting data or functional problems that result from how the system is being used.

Assisting local network technicians in evaluating connectivity and performance.

Help with issues involving integrations.

Reporting of a system issue (bugs or system not available).

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