SLA & Support Policy

This Policy sets out the level of technical support and service availability that BetaZen Infotech endeavours to provide. It applies to: • Our digital/SaaS products and subscription plans that include support as part of the plan; • Hosted services and applications that we host or manage on your behalf under an active agreement; and • Custom-developed software, websites or applications (including web, WordPress, mobile and cloud/DevOps deliverables) for clients who are within a valid warranty period or under an active support, maintenance or AMC arrangement. Support is available only while your account is in good standing and all applicable fees have been paid in accordance with our Payment Policy. If you do not hold an active support, maintenance or AMC arrangement (or applicable warranty), support may be provided at our discretion on a paid, time-and-materials basis, or declined. Where a separate signed statement of work, service agreement or AMC contains specific SLA terms, those terms will prevail over this Policy to the extent of any conflict, as further described in our Service Agreement Policy.

In this Policy: • "Support" means assistance with the diagnosis and resolution of faults, defects or errors in a product or hosted service covered by this Policy. • "Incident" means a reproducible fault, defect, error or interruption reported by you that affects the covered product or hosted service. • "First Response" means our initial acknowledgement of a reported Incident, confirming receipt and, where possible, an assessment or next steps — it does not mean resolution. • "Resolution" means a fix, correction or reasonable workaround that restores the covered functionality. • "Business Hours" means our support hours as stated in this Policy. • "Uptime" means the percentage of time in a calendar month during which a hosted product is available, excluding the permitted exclusions set out below. • "Force Majeure" means events beyond our reasonable control, as described in our Terms & Conditions and Service Agreement Policy.

You may raise support requests through the following channels: • Email: info@betazeninfotech.com (preferred for non-urgent requests and for creating a written record); • WhatsApp / Phone: +91 78900 00199 (for urgent or time-sensitive matters, during Business Hours). To help us respond efficiently, please provide as much detail as possible when raising a request, including the product or service affected, a clear description of the issue, steps to reproduce it, relevant screenshots or error messages, the date and time the issue occurred, and your contact details. Requests raised outside Business Hours will ordinarily be logged and addressed on the next business day. Email is treated as the system of record for support requests. Where a matter is first raised by phone or WhatsApp, we may ask you to confirm key details by email so that the request is properly logged and tracked.

Standard support is available Monday to Saturday, 10:00 AM to 7:00 PM IST, excluding national and state public holidays. Requests received outside these hours, or on days that are excluded, are considered received at the start of the next business day for the purpose of calculating response-time targets. Unless your agreement expressly provides for extended, 24x7 or priority support (which may be subject to additional fees, plus 18% GST as applicable), support is provided during Business Hours only.

When you report an Incident, we assess and classify it by severity based on its impact. We use reasonable judgement to assign the severity level and may re-classify an Incident as more information becomes available. The following are our target First-Response times, measured during Business Hours. These are best-effort targets, not guarantees, and do not represent resolution times: • Critical — the covered product or hosted service is completely unavailable or unusable in production, with no reasonable workaround, and business operations are severely impacted. Target First Response: within a few business hours of the report. • High — a major function is significantly impaired or a substantial number of users are affected, but a limited workaround may exist. Target First Response: within one business day. • Medium — a non-critical function is impaired or a minor feature is not working as intended, with a reasonable workaround available and limited business impact. Target First Response: within one to two business days. • Low — minor issues, cosmetic defects, general questions, documentation queries or feature-related enquiries. Target First Response: within two to three business days. Resolution times depend on the nature and complexity of the Incident, third-party dependencies and the availability of information from you, and cannot be fixed in advance. We will use commercially reasonable efforts to resolve or provide a workaround for higher-severity Incidents as a priority.

For hosted products and services that we host or manage under an active agreement, we target a monthly availability of 99.5% ("Uptime Target"), calculated over each calendar month. The following are excluded from the Uptime calculation and do not count as downtime: • Scheduled maintenance and emergency maintenance carried out in accordance with this Policy; • Outages, failures or degradation caused by third-party providers, including hosting, cloud, network, payment-gateway, domain, DNS, connectivity or software vendors; • Force Majeure events and other circumstances beyond our reasonable control; • Downtime caused by your acts or omissions, your infrastructure, your changes, misuse, or your failure to follow our reasonable instructions; and • Suspension of service for non-payment, security reasons, or as otherwise permitted under our Terms & Conditions. The Uptime Target is a good-faith commitment and not a guarantee of uninterrupted availability. Where a signed agreement specifies a different availability figure or a formal SLA, that figure applies to the extent of any conflict.

From time to time we need to carry out maintenance, updates, patching or upgrades that may make a hosted product temporarily unavailable. Wherever reasonably practicable, we will: • Schedule planned maintenance during off-peak hours to minimise disruption; and • Give you reasonable advance notice, ordinarily by email, of planned maintenance that is expected to cause a material interruption. In the case of urgent or emergency maintenance required to protect security, stability or data integrity, we may carry out the work with little or no advance notice and will inform you as soon as reasonably possible. Time spent on scheduled or emergency maintenance is excluded from Uptime calculations.

Covered under support (subject to an active support/maintenance/AMC arrangement or applicable warranty): • Diagnosis and correction of reproducible faults, defects or errors in the covered product or hosted service; • Reasonable assistance with configuration issues within the delivered scope; and • Minor guidance and clarification on the use of features we have delivered. Out of scope or billable separately (charged on a time-and-materials basis at our then-current rates, plus 18% GST as applicable): • New features, enhancements, redesigns, custom development or change requests beyond the originally agreed scope (handled as change requests under our Service Agreement Policy); • Faults, outages or defects caused by third-party products, services, plugins, integrations, APIs, hosting or payment gateways not supplied or controlled by us; • Issues arising from misuse, unauthorised modification, use contrary to our documentation or our Acceptable Use Policy, or changes made by you or a third party; • Data entry, content population, training, migration and consultancy beyond agreed scope; • Recovery from data loss caused by factors outside our control or by the absence of backups you were responsible for maintaining; and • Support for software versions, environments or third-party components that are outdated, unsupported or end-of-life. Where a request falls out of scope, we will let you know and, where appropriate, provide an estimate before carrying out billable work.

If you are not satisfied with the handling or progress of a support request, you may escalate it as follows: • Step 1 — Reply to the existing email thread (or contact us at info@betazeninfotech.com) referencing your original request, clearly marking it as an escalation and explaining the concern; • Step 2 — If the matter remains unresolved within a reasonable period, request that it be escalated to a senior member of our support/technical team; and • Step 3 — If it is still unresolved, refer the matter to our Grievance Officer using the contact details in the Contact and Grievance section below. For Critical Incidents, we recommend using the WhatsApp/phone channel at +91 78900 00199 during Business Hours in addition to email, so that the matter can be prioritised.

Effective support depends on your cooperation. You agree to: • Report Incidents promptly and provide clear, accurate and complete information, including steps to reproduce, error messages and screenshots; • Provide, in a timely manner, the access, credentials, environments, test data, approvals and points of contact we reasonably need to investigate and resolve an Incident; • Maintain your own systems, devices, networks, licences and third-party subscriptions in good working order, and keep them reasonably up to date; • Maintain your own backups where you are responsible for hosting or data, unless we have expressly agreed in writing to manage backups for you; • Use the product or service in accordance with our documentation, Terms & Conditions and Acceptable Use Policy; and • Keep your account in good standing and your fees paid in accordance with the Payment Policy. Our response-time targets are suspended for any period during which we are reasonably awaiting information, access or a decision from you, and such periods do not count towards our targets or Uptime calculations.

The response-time targets and Uptime Target in this Policy are best-effort commitments. Where a signed agreement provides for service credits, those credits (if any) are the sole and exclusive remedy for a failure to meet the stated targets, are modest in nature, and are applied at our reasonable discretion. Unless a signed agreement states otherwise: • Service credits, where granted, take the form of a credit against future support or subscription fees and are not payable as cash refunds; • You must request a service credit in writing to info@betazeninfotech.com within thirty (30) days of the relevant month, providing reasonable supporting details; and • The total credits granted in any month will not exceed a modest, discretionary proportion of the fees paid for the affected service for that month. All support and availability commitments are subject to the limitation of liability in our Terms & Conditions and Service Agreement Policy, under which our total aggregate liability is limited to the total fees paid by you to us for the affected service in the twelve (12) months preceding the event giving rise to the claim. Nothing in this Policy creates a guarantee of uninterrupted or error-free operation. Any refunds remain governed by our Refund Policy, including its 7 (seven) days window for eligible digital products and processing time of 7 to 10 business days.

This Policy forms part of, and should be read together with, the following documents: • Service Agreement Policy — the framework governing project engagements, scope, change requests and warranty; • Payment Policy — accepted payment methods, invoicing, GST at 18%, 40% as an advance to commence work, 30% at the agreed mid-project milestone, and the remaining 30% before final delivery/handover, and the late-payment charge of 1.5% per month; • Refund Policy — when refunds apply and how they are processed; • Cancellation Policy — cancellation of subscriptions, appointments and engagements; and • Terms & Conditions, Acceptable Use Policy, Privacy Policy and Cookie Policy — which govern use of our website (betazeninfotech.com), products and services generally. In the event of any conflict between this Policy and a signed service agreement or AMC, the signed agreement prevails to the extent of the conflict. Otherwise, these policies are intended to be read consistently with one another.

This Policy is governed by and construed in accordance with the laws of India. Subject to the arbitration provision below, the courts at Kolkata, West Bengal, India have exclusive jurisdiction over any matter arising out of or relating to this Policy. Any dispute arising out of or in connection with this Policy that cannot be resolved amicably shall be referred to and finally resolved by arbitration under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Kolkata, West Bengal, the language shall be English, and the arbitral award shall be final and binding on the parties. This clause is consistent with the dispute-resolution terms in our Terms & Conditions and Service Agreement Policy.

For support requests, escalations or questions about this Policy, or to raise a grievance, please contact us using the details below. BetaZen Infotech Private Limited (CIN: U62099WB2023PTC265741) will endeavour to acknowledge and address your concern within a reasonable time. • Email: info@betazeninfotech.com • Alternate email: connect@betazeninfotech.com • Phone / WhatsApp: +91 78900 00199 • Registered office: 1/A, 603, 6th Floor, Saltee Plaza 1, Khudiram Bose Sarani, near ILS Hospital, K.B. Sarani, Arjunpur, Kaikhali, Kolkata, West Bengal 700028 Grievances relating to the handling of personal data are addressed in accordance with our Privacy Policy and applicable Indian law, including the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000 (and rules thereunder). We may update this Policy from time to time; the version published on our website is the current version and applies to your use of our support and services.