Customer's Canvas — Customer Infrastructure Responsibilities for Extended Support

Operational Guideline

Last updated: August 2026

Overview

This document describes the customer infrastructure responsibilities applicable when Aurigma provides Extended Support for a Customer's Canvas deployment hosted in infrastructure controlled by the customer.

These guidelines apply to supported Customer's Canvas product-line deployments commonly referred to as:

• Customer's Canvas Hub (deployed on-premises or in Private Cloud)
• Personalization Platform
• Customer's Canvas On-Premises

For the purposes of this document, all such deployments are referred to as Customer's Canvas.

These guidelines supplement the applicable Extended Support agreement. They outline the infrastructure resources, access, and customer-controlled actions required for Aurigma to effectively administer, monitor, maintain, update, and support Customer's Canvas.

Responsibility Model

Under Extended Support, Aurigma configures, administers, maintains, and supports the Customer's Canvas software environment and the provisioned servers or virtual machines on which it operates.

The customer remains responsible for providing the required infrastructure resources and for actions that require control of customer-owned hosting or infrastructure outside Aurigma's administrative scope.

In general: Aurigma administers Customer's Canvas and its server environment. The customer provides and sizes the underlying resources, maintains required DNS records, and grants Aurigma the necessary access to operate and support the product.

Customer Responsibilities

1. Provide Required Infrastructure Resources

The customer must provide the infrastructure resources required to operate Customer's Canvas in accordance with the system requirements communicated by Aurigma.

The customer responsibilities include, as applicable:

• Provisioning servers, virtual machines, storage, and other required infrastructure resources.
• Increasing, decreasing, or adding infrastructure capacity when requested or agreed with Aurigma.
• Configuring and maintaining DNS records required for Customer's Canvas.
• Maintaining the underlying hosting, cloud, or virtualization environment outside the resources administered by Aurigma.
• Providing Aurigma with the access and permissions required to configure and administer the provisioned resources.

Once the required resources and access are provided, Aurigma takes responsibility for the configuration and ongoing administration of the Customer's Canvas server and software environment.

2. Coordinate Customer-Controlled Infrastructure Changes

The customer must coordinate with Aurigma before making any customer-controlled infrastructure changes that may materially affect Customer's Canvas operation, availability, or Aurigma's administrative access.

Examples of changes requiring coordination:

• Resizing, replacing, or removing servers, virtual machines, storage, or other provisioned resources.
• Changing DNS records, hostnames, domains, or routing used by the deployment.
• Modifying customer-managed network, firewall, VPN, gateway, or load-balancer configurations outside the servers administered by Aurigma.
• Migrating the deployment to another hosting, cloud, or virtualization environment.
• Changing access controls or permissions required by Aurigma to administer Customer's Canvas.

Routine changes outside the Customer's Canvas environment that do not affect its operation or Aurigma's access do not require prior coordination.

3. Maintain Aurigma Access and Monitoring

The customer must maintain the access required by Aurigma to provide Extended Support.

This may include:

• Remote administrative access.
• VPN or other secure connectivity.
• Administrative or service accounts.
• Access to relevant servers and services.
• Network connectivity required for monitoring.
• Access to logs and diagnostic information.

The customer must not disable or materially restrict Aurigma's support or monitoring access without prior coordination.

If customer-controlled credentials, access policies, VPN configurations, network rules, or similar controls are changed, the customer must ensure that Aurigma's required access remains functional.

4. Respond to Customer-Controlled Infrastructure Requests and Issues

Aurigma may identify conditions requiring changes to resources or infrastructure outside Aurigma's administrative control.

When Aurigma reports such a condition, the customer must take the required action within a reasonable period, appropriate to its severity.

Examples of required actions:

• Provisioning additional infrastructure resources.
• Scaling CPU, memory, storage, or other allocated capacity.
• Resolving failures of the underlying cloud, virtualization, hosting, or storage platform outside the administered server environment.
• Resolving customer-managed network, VPN, DNS, routing, gateway, or load-balancer issues.
• Resolving certificate issues affecting customer-managed infrastructure outside the Customer's Canvas deployment.

Aurigma will provide reasonable diagnostic information available through its monitoring and support activities to assist the customer in taking the required action.

5. Notify Aurigma of Planned Maintenance

The customer must provide reasonable advance notice of planned maintenance or customer-controlled infrastructure changes that may affect:

• Customer's Canvas availability.
• Customer's Canvas performance.
• Aurigma's monitoring capability.
• Aurigma's administrative access.

Examples of planned maintenance requiring notification:

• Maintenance of the underlying hosting or virtualization platform.
• Resource resizing or replacement.
• Network or VPN maintenance.
• DNS changes.
• Migrations of infrastructure on which Customer's Canvas depends.

Advance notification helps Aurigma distinguish planned maintenance from incidents and coordinate any Customer's Canvas activities that may be required.

Aurigma Responsibilities

Under Extended Support, Aurigma is responsible for administering the provisioned Customer's Canvas server and software environment and for the activities defined in the applicable Extended Support agreement. This may include:

• Deployment planning and infrastructure compatibility review.
• Configuration and ongoing administration of provisioned servers and virtual machines.
• Operating system configuration and administration, including applicable security and critical updates.
• Installation, configuration, maintenance, and updates of Customer's Canvas software.
• Configuration and administration of web servers, reverse proxies, host-level firewall rules, and other software components used by the deployment.
• Maintenance of TLS certificates used directly by Customer's Canvas and managed by Aurigma.
• Monitoring of Customer's Canvas availability and performance.
• Investigation and resolution of Customer's Canvas software and administered server-environment issues.
• Support according to the applicable support SLA.

Aurigma's administration of the server environment does not transfer responsibility for provisioning or resizing customer-owned infrastructure resources, maintaining customer-controlled DNS, or operating infrastructure outside Aurigma's administrative scope.

If an incident requires an action that only the customer can perform, Aurigma will:

• Identify and report the required action when reasonably possible.
• Continue support after the customer-controlled issue has been addressed.

Changes to These Guidelines

Aurigma may update these guidelines as Customer's Canvas and its supported infrastructure requirements.

Material changes introducing new infrastructure responsibilities for an existing Extended Support customer should be communicated to that customer.

The version applicable to a particular customer remains subject to the terms of the applicable Extended Support agreement.