CSM/SUPPORT PACKAGE- STANDARD

Summary of CSM/Support Package Offerings

Last Update: August 14, 2026

This CSM/Support Package brief (the “CSM/Support Brief”) describes one of the various customer success management and support services bundles made available by Chainguard, Inc. (“Chainguard”) for customers pursuant to an Order entered into by and between Chainguard and the customer identified on such Order (“Customer”), governed by the separate and binding agreement in effect between the parties for the provision of Chainguard’s products and services to Customer, or if no such agreement is in effect,  Chainguard’s online Master Services and License Agreement  (as applicable, the “ Agreement”). Capitalized terms used, but not defined in this CSM/Support Brief have the meanings ascribed in the Agreement. 

Chainguard offers 2 optional customer success management and support services bundles (each a “Customer Support Package”), available in “Standard” and “Advanced” tiers. If selected by Customer, the applicable CSM/Support Package tier will be indicated on Customer’s Order and in such case, the activities included therein are as set forth below. 

Customer Support Packages expire and are null and void upon expiration or termination of the applicable Order, and shall not be made available for use under any other Order; provided that Customer may purchase a separate CSM/Support Package under any such other Order(s).

Standard

Where a Standard CSM/Support Package is indicated on an Order, the customer success management and support service activities that Chainguard will assist with for the subscription period of such Order are as detailed below.  

Customer Success Manager 

Chainguard’s customer success manager (“CSM”) will support Customer with onboarding, facilitating dedicated communication channel options, serving as a strategic advisor, and advising on success planning, each as may be further described below:

Standard Support 

The Standard CSM/Support Package includes Customer Standard Support as further described in the Chainguard Support Policy (“Support Policy”).

Additional Terms 

1. Out-Of-Scope

Customer acknowledges and agrees that the scope of activities included in the Standard CSM/Support Package is explicitly limited to that which is detailed in this CSM/Support Brief, and that any other configurations, ongoing support, or consulting services, are outside the scope of this Standard Customer Support Package.  Without limiting the foregoing, Sections 3 (Scope of Support),  6 (Exclusions) and 7 (Responsibilities) of the Support Policy are expressly incorporated herein by reference.

For the avoidance of doubt, the Standard CSM/Support Package  shall not include, involve or require any work to be performed by Chainguard staff on Customer’s virtual or physical environments. 

2. Project Team

No later than five (5) business days following the Order Effective Date (as defined in the applicable Order) for the Standard CSM/Support Package procured by Customer, Chainguard will staff team members having the skills and experience needed in furtherance of activities comprising the Standard Customer Support Package. The resources assigned shall be experienced in deploying such activities, but for clarity are not dedicated full-time to Customer, and Chainguard reserves the right to replace, remove or add resources as it deems reasonably necessary. Should this occur, Chainguard will work to reasonably minimize any potential inconvenience to Customer.

3. Customer Responsibilities & Assumptions

Successful deployment of the Standard CSM/Support Package is contingent on certain Customer responsibilities and assumptions set forth below. In addition to Section 7 (Responsibilities) of the Support Policy, Customer acknowledges and agrees that:

• Any materials shared by Chainguard that Chainguard makes available to similarly situated customers (by way of example only, training materials, Help Center articles, etc.) are for illustrative purposes only, and Customer is solely responsible for the use, performance, maintenance, and risks associated with such materials.

• All customer success management and support services and activities detailed under this CSM/Support Brief are provided remotely via videoconferencing or via Chainguard’s customer support portal and in English.

• Customer shall provide thirty (30) calendar days’ written notice to Chainguard for each Major Scheduled Support Event (as defined in the Support Policy).

• Customer understands that Chainguard’s ability to perform the activities described in this CSM/Support Brief depends upon Customer’s timely cooperation and collaborative participation with Chainguard.

• Customer will ensure that the appropriate resources (including, without limitation, the necessary business stakeholders, subject matter experts, and/or IT personnel necessary for functional requirements and implementation) attend and participate in all meetings, working sessions, training, and testing.

• Customer is responsible for any organizational change management activities needed to support deployment of the activities comprising the Standard Customer Support Package.

• Customer is responsible for the performance of its employees and agents, including any contribution they make to the Standard CSM/Support Package activities, and for the accuracy and completeness of all data, information, and materials provided by any of the foregoing to Chainguard.

• The activities performed by Chainguard in furtherance of the Standard CSM/Support Package may include advice and recommendations from Chainguard, but Customer understands that all decisions in connection with the implementation of such advice and recommendations will be the responsibility of, and made solely by, Customer.

• A delay impacting the Standard CSM/Support Package activities caused by any third-party vendor providing services or products to Customer will be considered Customer’s responsibility.

• Customer will obtain, at its own cost and expense, all third-party software, licenses, warranties, required hardware, and maintenance.

• Customer is responsible for overall project management, template rationalization, business process design, testing, end user training, change management, and any integration build not explicitly listed or defined in this CSM/Support Brief.

• Customer shall not provide Chainguard any personal data (or similarly regulated data) as part of the services provided under this CSM/Support Brief  other than the personal data that Chainguard collects in the ordinary course of business, as further detailed in its Privacy Notice (e.g., business contact information of Customer’s employees, users, etc.).

4. CSM/Support Package Fee

The fee for the Standard CSM/Support Package shall be as set forth in the Order. 

5. Order of Precedence

In the event of any conflict between the terms of this CSM/Support Brief, the Agreement, and the applicable Order, the following order of precedence shall govern: (i) first, this CSM/Support Brief (only with respect to the subject matter hereof); (ii) second, the Agreement; and (iii) third, the applicable Order (unless clearly specified as intended to modify the Agreement). Chainguard reserves the right to update this CSM/Support Brief  from time to time, but only to the extent that the update does not materially and adversely diminish the Customer’s rights as provided as of the date of the applicable Order.