ZING Support Policy

This ZING Support Policy describes the technical support services provided to customers and owners in support of the ZING System and ZING Platform pursuant to the Master Services Agreement (the “Agreement”) between such parties and Opio Connect, Inc. (“Opio”).
  1. Definitions. In addition to terms defined elsewhere in this ZING Support Policy, the following capitalized terms will have the following specified meanings:
    1. “Customer” means an entity that operates an Opioid Treatment Program and owns, leases or rents a ZING System and has an active subscription to ZING Services.
    2. “Owner” means an entity that owns a ZING System and leases or rents such unit to a Customer.
    3. “Third Party Software” means third party software that is integrated with the ZING Platform, such as Customer’s electronic medical records software.
    4. “ZING Platform” means software operating on a ZING System and in the cloud, including a (a) cloud-hosted administrative application accessible through the web browser, (b) a Windows and Mac Desktop application that allows Opioid Treatment Program (OTP) staff to view the ZING System dosing queue, status alerts, and notifications; and (c) software that enables the management of the ZING System, user accounts, integration with authorized Third Party Software, and access to reports from the ZING System. ZING Platform includes the software modules required for receiving orders from integrated third-party systems and ZING dose assembly by facilitating the pumping, capping, foil sealing, and labeling of each dose. The ZING Platform does not include any ThirdParty Software or systems integrated with the ZING System, nor does it include any software provided or owned by Customer or other third parties, except to the extent such software is embedded in, bundled with, or required to operate the ZING System. ZING Platform shall include Documentation and corrections, upgrades, modifications, enhancements, patches, interfaces and methodology updates to the ZING Platform provided as part of Support Services.
    5. “ZING System” means the robotic machine to automate methadone dose assembly designed by Opio. ZING is a robotic methadone dose assembly system designed to automate key components of the medication preparation workflow in Opioid Treatment Programs. The ZING System performs dose assembly by facilitating the pumping, capping, foil sealing, and labeling of each dose, and has the ability to capture photographic records of each assembled dose for traceability as an add-on feature. The ZING System does not include the methadone pump, pump tubing, sinker, methadone, bottles, foil seal caps, or labels, which must be procured separately.
  2. ZING System Support
    1. Training. Opio will provide Customer Zing System Training upon delivery and installation prior to activation and will provide continued access to virtual training resources.
    2. Remote Monitoring. Opio shall remotely monitor operational performance and system status of each deployed ZING System, including but not limited to hardware diagnostics and dosing workflows during active clinic operating hours, Monday through Saturday, to ensure optimal system performance, identify potential issues, and provide real-time technical support as needed. This monitoring includes proactive system diagnostics, error flagging, performance optimization, and communication with Customer clinical staff when intervention is required. Opio may proactively contact Customer (and/or Owner if the ZING System is not owned by Customer) to provide recommendations, alert Customer to potential issues, or initiate remote support activities as necessary to maintain or improve system performance. All remote monitoring shall be conducted in accordance with applicable privacy laws and Opio’s data security policies. No patient-identifiable data will be accessed, stored, or transmitted during these activities unless separately authorized in accordance with HIPAA and any applicable Business Associate Agreement.
    3. Dedicated Communication Channels. Opio shall provide Customer with a smartphone to be utilized by the Customer’s designated support liaison to Opio. Customer’s designated support liaison shall use the provided smartphone for direct access to the ZING technical support team to report any issues with the ZING System, and Opio shall call the provided smartphone to report any issues identified from remote monitoring or status updates of Customer-reported issues.
    4. E-mail and Phone Support. Opio shall be available to support Customer via phone or email for issues with the ZING Services (“Technical Support”) Monday thru Saturday, during clinic hours. The Technical Support staff will assign a Problem Severity Level to each Technical Support request, as defined in section 5, Problem Severity Level.
    5. Technical Support. Opio’s Technical Support or an authorized local support team will provide the following technical support for each deployed ZING System to Customer:
      1. Routine preventative maintenance inspections of the ZING System. Repair or replacement for resolution of an identified issue resulting from normal wear and tear or internal system faults.
      2. Includes repair or replacement of specific interval components for preventative measures.
      3. Comprehensive machine and system cleaning.
      4. Repair or replacement of any hardware components or systems as needed.
    6. Customer Responsibilities
      1. Customer clinics must maintain an active ZING Services subscription and ensure availability of the dedicated smartphone during operating hours to facilitate prompt communication with Opio’s technical team.
      2. Customer must ensure that the ZING System is located in a safe and secure environment with only authorized access.
      3. Customer must assign a dedicated support liaison to Opio to communicate regarding support issues.
      4. Customer agrees to maintain, at its own expense, commercial general liability insurance coverage that includes coverage for damage, loss, or injury arising from the use, operation, or storage of the ZING System. Such insurance shall be kept in full force and effect for the duration of the Customer’s use of the ZING System and shall name the Owner of the ZING System as an additional insured if the Customer is not the Owner.
      5. Upon request, Customer shall provide Opio with a certificate of insurance or other documentation confirming such coverage and the designation of the Owner (if applicable) as an additional insured. Failure to maintain required insurance shall not relieve Customer of any obligations or liabilities under this Support Policy.
    7. Zing System Support Exclusions. Opio shall not be responsible for repair, replacement, or maintenance of the ZING System due to:
      1. Misuse, abuse, neglect, or unauthorized modification of the ZING System or its components by or at the direction of Customer or its personnel;
      2. Use of accessories, third-party hardware, or consumables not expressly authorized by Opio;
      3. Damage to the ZING System caused by accidents, vandalism, power surges, fire, flood, natural disasters, or other force majeure events; or
      4. Failure of Customer and/or the Owner to maintain ZING Services for the ZING System.
    8. Warranty Disclaimer. This Support Policy is not a warranty. Any warranty applicable to a ZING System, if provided, will be set forth in the written Agreement between Opio and the Owner of the ZING System. In the event of a conflict between this Support Policy and any such warranty, the terms of the warranty shall control.
    9. Limits. For non-warranty issues, Opio’s obligations to repair or replace components of a ZING System under this Support Policy are limited to costs of up to Eight Thousand Dollars ($8,000) per issue. Any single repair or series of related repairs estimated to exceed Eight Thousand Dollars ($8,000) shall be billed separately on a time and materials basis to the Owner of the ZING System. A written estimate shall be provided to the ZING System Owner, and no such work shall be performed without the Owner’s prior written approval.
  3. ZING Platform Support
    1. E-mail and Phone Support. Opio shall be available to support Customer via phone or email for issues with the ZING Platform (“Technical Support”) Monday thru Saturday, during clinic hours. The Technical Support staff will assign a Problem Severity Level to each Technical Support request, as defined in Section 5, Problem Severity Level.
    2. Customer Responsibilities:
      1. Customer shall install or allow Opio to install the latest version of the ZING Platform as new features and revisions are made available.
      2. Customer must maintain and update any required Windows® operating system releases.
    1. Zing Platform Support Exclusions. Opio shall not be responsible for repair or maintenance of the ZING Platform due to:
      1. Support for software which has been subject to unauthorized modification by Customer or one of its users;
      2. Failure of, or issues arising from, computing or networking issue, or equipment or programs under the control of Customer, unless caused by Opio;
      3. Negligent or intentional misuse of the ZING Platform by Customer or its user(s);
      4. Unavailability that results from suspensions allowed under the Agreement, including without limitation, as a result of failure to pay undisputed fees on time;
      5. Unavailability caused by factors outside of Opio’s reasonable control, including any Force Majeure Event or Internet access or related access problems, such as from denial of service attack, hacker activity, or other malicious event or code targeted against Customer; or
      6. Unavailability arising from Opio’s or Owner’s suspension or termination of Customer’s right to use the ZING Platform in accordance with the Agreement.
  4. Problem Severity Level The severity of a reported issue will determine Opio’s response time and resolution approach. The table below outlines the criteria used to classify the severity of problems related to both the ZING Platform and the ZING System. Each level reflects the impact on system functionality, dosing operations, and the availability of workarounds.
    5. Severity LevelZING PlatformZING System
    1 — CriticalComplete loss of access to the ZING software, or failure of a core feature with no workaround, preventing dosing operations.The ZING System is non‑functional or unable to dispense doses, causing complete service disruption.
    2 — HighMajor functionality is impaired or significantly degraded (e.g., delayed or limited) with no acceptable workaround, but the system is still operational.A key hardware component is malfunctioning in a way that introduces delays or manual workarounds, but dosing can still occur although delayed or limited.
    3 — ModerateMinor functionality is affected (e.g., reporting bug, UI glitch), or a non‑critical feature is unavailable with a workaround available.Non‑critical hardware component is impaired but does not impact core dosing functionality.
    4 — Low / InquiryGeneral questions, improvement requests, training needs, or cosmetic issues that do not impact system performance.General maintenance or training questions, replacement requests for non‑functional accessories, or informational inquiries.
  5. Technical Support Response Times and Procedures:
    1. Problem Severity Level 1 – 2: For support requests classified as Severity Level 1 or 2, Opio will initiate contact with the Customer within one (1) hour of receiving the request to begin remote diagnosis and triage. Following initial assessment, Opio will promptly provide a proposed resolution plan and an estimated timeline for resolution. Opio will use commercially reasonable efforts to resolve issues on the same business day. If the issue can be addressed remotely (e.g., software or cloud-related), Opio will proceed with remote remediation. If onsite intervention is required, Opio will coordinate with the Customer to dispatch a technician as soon as possible, subject to technician availability, scheduling constraints, and part availability. Opio will provide timely progress updates throughout the support process and will escalate internally as appropriate to ensure resolution is achieved as quickly as reasonably possible.
    2. Problem Severity Level 3: For support requests classified as Severity Level 3, Opio will respond to the Customer within four (4) business hours of receipt, using the dedicated smartphone or another agreed-upon communication channel. Opio will begin diagnosis during business hours and work to resolve the issue as promptly as reasonably possible, prioritizing based on issue severity and impact. If the issue involves a workaround or does not impact core system functionality, Opio may schedule resolution as part of routine maintenance or a future software update, as appropriate. Opio will keep the Customer informed of the status and expected resolution timeline.
    3. Problem Severity Level 4: For support requests classified as Severity Level 4, Opio will acknowledge the request within one (1) business day. Opio will review and address the request during regular business hours and may schedule resolution, follow-up, or training sessions as appropriate based on availability and priority. Improvement requests or feature suggestions will be documented and considered for future updates but are not guaranteed to result in changes.
    4. Urgent Issues. In the event that Opio becomes aware of any Severity Level 1 or 2 Problems prior to receiving a Technical Support request from Customer, Opio will proactively notify the Customer of the issue and provide an initial assessment and estimated time to resolution. For both Severity Level 1 and Severity Level 2 Problems, Opio will notify the Customer as soon as reasonably possible, and no later than one (1) hour after becoming aware of the issue.