Confidentiality

All information exchanged will remain confidential and will not be disclosed to third parties without prior consent.

Service Commitment:

● Service provider will use commercially reasonable efforts to make service available with an uptime percentage of at least 99%.

● The application must be functional and accessible to all stakeholders as specified.

Policy conditions:

● If the service commitment is not met, the customer shall be notified with RCA findings.

● The preferred mode of customer requests is email, followed by phone and instant messaging

services. Response timing to consumers' requests will be less than 2 working days or as per required by relevant laws (whichever is minimum).

Data Retention and Deletion Policy

Service Provider will retain all client data in accordance with the terms of this Agreement from the date of data creation or receipt. After this retention period, the data will be permanently deleted from our systems. This policy ensures compliance with data management best practices and regulatory requirements.

Customer Support

The following services are covered:

● Monitored email suppo

● Monitored Phone support (through account managers, and customer success teams)

● Monitored Support through WhatsApp Group

Service Management

Effective support of in-scope services is a result of maintaining consistent service levels.

Customer Support Availability by Service Provider

India

Email support from 10am - 6pm IST (GMT+5:30), Mon-Sat (except public holidays) Support over instant messaging 10am-6pm IST (GMT+5:30), all 7 days

Service Requests

we will provide ongoing support to customers using the approved service support channel and knowledge base resources. When a request or transaction is submitted, we will authenticate the customer to verify their identity in proportion to the risk of the request or transaction. In support of services outlined in the agreement, we will respond to servicerelated incidents and/or requests submitted by the customer within the

following timeframes:

● Within 2 hours (during business hours) for issues classified as an URGENT priority.

● Within 8 hours for issues classified as a HIGH priority.

● Within two working days for issues classified as LOW priority.

● Remote assistance will be provided in line with the above timescales, dependent on the priority of the support request.