Implementation & Professional Services Policy by TurningCloud Solutions Pvt Ltd ("SM")

1. INTRODUCTION

TurningCloud Solutions Pvt Ltd ("we", "us", "our", "SM") provides cloud-based software for supply chain planning and operations. Pursuant to a signed Software as a Service (SaaS) Subscription Agreement ("MSA"), SM provides the Customer with usage access to its Supplymint Website and SaaS Platform ("Platform"). This Implementation & Professional Services Policy ("Policy") applies in case SM and the Customer enter into a dedicated Statement of Work ("SOW") for these services.

2. SCOPE

This Policy applies to Customers receiving implementation and professional services pursuant to a signed MSA and SOW.

Implementation services configure the standard Platform. Custom development, product changes, integrations, or enhancements are excluded unless expressly stated in writing.

3. CHANGE MANAGEMENT

Any change in scope requires a written change order.

SM is not obligated to perform additional work without an approved change order.

4. ACCEPTANCE

Deliverables are deemed accepted unless Customer provides written rejection with detailed reasons within two (2) business days of delivery.

Minor defects do not delay acceptance.

5. FEES

In addition to the terms of the MSA and SOW, Implementation and Professional Services fees are:

• Prepaid
• Non-refundable
• Valid for 12 months

Unused hours may be applied toward future billable services.

6. DISASTER RECOVERY

SM maintains disaster recovery and business continuity plans.

Target recovery objectives:

• RTO (Recovery Time Objective): 12 hours
• RPO (Recovery Point Objective): Up to T-1 (one day)

These targets are not guarantees.

7. CHANGES TO THIS POLICY

We reserve the right to modify this Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of the Platform constitutes acceptance of the revised Policy. You are responsible for regularly checking the Policy, determining if there have been any changes and reviewing such changes.

8. ORDER OF PRECEDENCE

Where the Platform is used by a business customer under a signed Software as a Service (SaaS) Subscription Agreement ("MSA"), the MSA controls and governs this relationship. In the absence of an MSA, the Terms of Service governs the relationship between SM and the user, and the former prevails over the latter in the event of any conflict. For liability and other matters not contained in this Policy, the MSA or Terms of Service, as applicable, control.