SLA

Service-level agreement

Schedule: CommEngine provides Business Hour Support on software support services for all the features of the application & Anytime support for system downtime or business stopper case.

Access Channel: - First Level support will be reported to the team through CommEngine tool (Customer needs to provide complaint to www.facebook.com/supportCE ); CE will handle with a reference ticket number with proper visibility. - CE will assign internal team based on module, severity and availability - In Case of solution discussion customer can reach via [e-mail]

Traceability & Site: Customer can ask support ticket number and use in future communications. Tickets should be raised through messenger or mail based on Guide#2 . Customer needs to provide screenshot , problem description, tenant & agent name and internal commengine ticket number or end customer name for diagnosis. Customers will be communicated mostly via Call and Zoom for support (and internally with Slack & JIRA ). Need customer support with only external tools for connecting remotely.

Severity Definition: a. Critical/Emergency: Conditions that severely affect service, capacity/traffic, billing/Charging and maintenance capabilities and require immediate corrective action, regardless of the time of day or day of the week as viewed by a customer on discussion with Service Provider/Vendor such as any one or more of the followings: · A complete module or system/Service failure/Crash – the exchange does not handle any traffic and a manual intervention is needed. · Communication interruption, CRM Part interruption and token or access not granted issues. · Complete loss of I/O or communication with any of the Modules. · Any third party platform like Facebook ; Azure outage or bug will reported back to back by CommEngine and those paltform's SLA timing will not included to here. Any force measure condition - like fire; pandemic ; natural catastrophe and regulatory or government imposed sanction will not included in SLA timing or measurements.

Severity Definition: b. Major:: · Situations that may result in emergencies. Major problems or disturbances that require immediate action. Examples: Large restart / with reload, failure affecting billing/Charging, customer complaints arises, Systems hangs, Emergency functionality is not available. · Severe problems or disturbances affecting a specific area of functionality. Serious disturbance with impact on end-user services. Examples: Small restarts, degraded performance or incorrect behavior with minor impact to the system, failure of alarms, limited O&M functionality. · A problem in any software process or application limiting the functionalities of the system – Campaign not going, Lead Management degrade, Slow Response in part of time, Export Capabilities, Confusion in UI.

Severity Definition: c. Minor: General consultation and minor problems that have no impact or effect on the services or functionalities of the system provided by the service provider. Examples: Faults that do not disturb traffic or causes any loss of service, incorrect System printouts, documentation faults, minor design imperfections. All other faults not mentioned as critical or major. d. Technical Enquiry/Information request: Any kind of system (software, Hardware) related information request that service provider supplied.

Trouble Ticket Handling Procedure: Closure of TT must be provided via Messenger or Mail (which was first report channel ) to make visibility and can be accessed for the last 60 days for any given time. Both Parties with make review at least bi-yearly to get more aligned with customer growth strategy and get best from solutions.