Support Services Policy by TurningCloud Solutions Pvt Ltd ("SM")

1. INTRODUCTION

This Support Services Policy ("Policy") outlines the scope, terms, and conditions under which TurningCloud Solutions Pvt Ltd ("Supplier") provides technical support for its Supplymint SaaS platform ("Platform") to subscribing companies ("Customers").

2. SUPPORT COVERAGE

Supplier shall only offer support services under this Policy for notified issues in the Platform.

3. SUPPORT HOURS

Support is provided based on the Customer's subscribed plan:

Indian public holidays are excluded from Standard Support unless Premium Support is purchased.

4. SUPPORT CHANNELS

All support requests must be logged through SM's designated channels, namely:

• support@supplymint.com
• help.supplymint.com (By logging a ticket on the Support portal provided by Supplymint)
• prod.supplymint.com (Support Module provided by Supplymint inside the Web Application)

Support requests made via phone, messaging apps, or personal email addresses do not constitute valid support requests.

5. INCIDENT SEVERITY & RESPONSE TIMES

Customer is expected to report the problem to designated Email ID, after which the Severity will be assigned by Supplier's designated personnel.

"Service Request" means any activity of doing certain data updates either using the on-line screens of the Platform or by using some back-end update mechanisms which may include requesting Supplier to perform a function not available to Customer through the Platform which may or may not be technically feasible to deliver and accordingly which may or may not be delivered by Supplier and such non-delivery should not be treated as a non-performance.

"Severity 1 Error" or "P1" mean an Error which renders the Platform inoperative, severely halting production, including an Error that prevents the Platform from processing the business functions, prevents substantially all of the users of the Platform from accessing or processing data or putting new data into the Platform, causes loss or corruption of data.

"Severity 2 Error" or "P2" shall mean an Error that has a material impact on Customer's ability to operate or use the Platform, including an Error that affects any process or function that is critical and material to Customer's operation or use of the Platform. In other words, it means an Error in a significant process or function in the operation or use of Platform or is otherwise more severe in its impact on the operation or use of Platform than a Severity 3 Error. A workaround may exist, but the impact on Customer's operation or use of the Platform is significant.

"Severity 3 Error" or "P3" shall mean an Error that does not have a material impact on Customer's ability to Use the Platform, but which results in functional limitations that have a limited impact on operations, lack of correctness or restrictions that are not critical to the overall operation or use of the Platform.

"Severity 4 Error" or "P4" shall mean cosmetic Errors or minor suggestions that have little or no practical impact on Customer's operation or use of the Platform.

SM will use commercially reasonable efforts to respond within the following timeframes:

Response time means the time to first response, not resolution.

6. CUSTOMER RESPONSIBILITIES

Customers shall:

• Designate authorized support contacts
• Provide reproducible examples of issues and provide accurate problem descriptions
• Cooperate in diagnostics and remediation
• Maintain compliance with the Acceptable Use Policy
• Grant SM access reasonably required to diagnose issues
• Maintain supported configurations
• Ensure trained users

Delays caused by Customer shall pause remedy timelines.

7. EXCLUSIONS

Support does not cover:

• Issues caused by third-party software not integrated by Supplier
• Custom code or configurations not provided by Supplier
• Non-production environments unless covered under Enterprise Support

Further, Support does not include the below, which are billed as professional services:

• Data entry, data cleanup, or data correction
• Report writing
• User training
• Business consulting
• Re-implementation
• Custom development

8. SERVICE UPTIME & CREDITS

SM does not warrant that the Platform will be uninterrupted, error-free, or free from defects. SM does not provide service credits, refunds, or penalties for service interruptions.

9. ESCALATION PROCEDURE

Unresolved issues may be escalated to:

• Support Manager
• Operations Head

10. MAINTENANCE WINDOWS

SM may perform scheduled maintenance with reasonable notice. Emergency maintenance may occur without notice. Downtime caused by maintenance, force majeure, Customer systems, or internet failures is excluded from uptime calculations.

11. CHANGES TO POLICY

Supplier reserves 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.