SUPPORT POLICY

This Support Policy forms part of the Relevant Contract between Fisikal and the Customer and sets out the scope, standards and limitations of the Support Services that Fisikal provides for the Software and Apps.

01. DEFINITION OF SUPPORT SERVICES

Support Services include:

• Logging, triaging and investigating issues reported by the Customer
• Providing guidance on the correct operation of the Software and Apps
• Fixing verified defects within the platform
• Reasonable assistance with operational questions directly related to the Software and Apps

Support Services do not include:

• Consultancy, configuration or customisation work
• Training, onboarding or professional services
• Correction of Customer data or manual data manipulation
• Fixes for issues caused by third party systems outside Fisikal’s control
• Development of new features, enhancements or bespoke functionality
• Support for unsupported devices, OS versions or browsers
• Issues resulting from Customer misuse or unauthorised system changes

Items outside the definition of Support Services may be chargeable in accordance with the Relevant Contract.

02. CUSTOMER RESPONSIBILITIES

The Customer must:

• Maintain stable Internet connectivity for all devices using the Software and Apps
• Ensure all devices meet the minimum supported OS and browser versions
• Notify Fisikal promptly of any issues and provide accurate information to support diagnosis
• Maintain appropriate user permissions, device security and account access controls
• Ensure no unauthorised system changes or integrations are made without Fisikal’s approval
• Provide timely responses to Fisikal during investigations
• Ensure all third party systems used alongside Fisikal are fully operational

Fisikal is not responsible for delays or issues arising from the Customer’s failure to meet these responsibilities.

03. AVAILABILITY STANDARDS

Fisikal will use reasonable endeavours to maintain:

• 99 percent Server Availability
• 99 percent Network Availability

Availability calculations exclude periods affected by:

• Scheduled or emergency maintenance
• Force Majeure events
• External service provider outages

Fisikal will use reasonable endeavours to ensure all systems operate in alignment with industry-standard security and reliability practices.

04. BUSINESS SUPPORT HOURS

Support is provided during Normal Working Hours as defined in the Relevant Contract.

All issues must be reported via email to support@fisikal.com.
A support reference number will be issued and must be quoted in all subsequent correspondence.

05. PRIORITY LEVELS AND RESPONSE TIMES

Issues will be prioritised based on impact, at Fisikal’s sole discretion.

Priority Definitions

P1 – Critical
Total system failure or critical component failure affecting multiple users who cannot continue working.

P2 – Urgent
Significant degradation affecting multiple or critical users.

P3 – Normal
Issue affecting a single user or non-critical function.

P4 – Scheduled
Non-urgent item to be addressed at an agreed time.

Acknowledgement Timeframes

• P1: 1 Normal Working Hour
• P2: 4 Normal Working Hours
• P3: 12 Normal Working Hours
• P4: 48 Normal Working Hours

Estimated fix times may be provided but are indicative only.

06. SUPPORTED ENVIRONMENTS

Fisikal supports:

• Current versions of Google Chrome and Safari
• iOS and Android devices running within the two most recent major OS releases
• Modern devices with stable Internet connectivity

Fisikal does not support:

• Outdated or end of life operating systems
• Jailbroken or rooted devices
• Beta OS versions
• Unsupported browsers (for example, Internet Explorer)

07. CHANGE MANAGEMENT AND DEPLOYMENT

Fisikal operates a structured release and deployment process that includes:

• Regularly scheduled product updates
• Emergency maintenance where required
• Advance notification for planned maintenance where possible
• Automated monitoring and alerting

Maintenance windows and deployments are not counted as downtime for availability calculations.

08. INCIDENT MANAGEMENT AND ESCALATION

All support tickets are logged and tracked within HubSpot.

Fisikal’s investigation process includes:

• Initial triage and reproduction of the issue
• Escalation to engineering where required
• Status updates upon material change
• Ticket closure following resolution or three attempts to contact the Customer without response

Fisikal may request temporary access, logs or screen recordings to facilitate investigation.

09. THIRD PARTY SERVICE DEPENDENCIES

Fisikal relies on several external services including:

• Vimeo
• Amazon Web Services
• Digital Ocean
• GoDaddy
• iTunes Connect
• Google Play
• Docker / Firebase
• Stripe
• PayPal
• GoCardless
• App Center
• Power BI
• Microsoft Azure
• HubSpot
• Twilio

If any of these services experience outages or instability, Fisikal’s ability to deploy or operate services may be impacted.
Such events constitute Force Majeure and the associated provisions in the Relevant Contract shall apply.

Fisikal does not provide support for the internal behaviour, configuration or changes made by external providers.

10. FEES FOR SUPPORT SERVICES

Where Support Services are chargeable under the Relevant Contract, fees will be invoiced in accordance with the agreed pricing schedule.

11. UPTIME COMMITMENT

Fisikal will use reasonable endeavours to maintain:

99.9 percent Service Availability (the “Uptime Requirement”)

The Uptime Requirement begins on the Customer’s paid Commencement Date.

12. MEASUREMENT METHOD

Uptime is calculated over twelve month Measurement Periods using the formula:

Total – Nonexcluded – Excluded / Total – Excluded

Excluded downtime includes:

• Scheduled maintenance with forty eight hours notice
• Force Majeure events
• Broad Internet outages
• Suspension under the Agreement
• Customer hardware or third party issues

13. SERVICE CREDITS

If uptime falls below the Uptime Requirement, the Customer may be eligible for service credits:

Credits apply to future invoices only and are non-refundable.

14. CREDIT CLAIM PROCESS

To request credits, the Customer must:

• Email support@fisikal.com within thirty days of the Measurement Period ending
• Provide detailed descriptions, dates and times of suspected downtime
• Provide supporting calculations

Fisikal will validate all claims against its system logs.

Eligibility requires the Customer to:

• Maintain a paid subscription in good standing for at least twelve consecutive months
• Have no outstanding invoices or contractual breaches during the period
• Not be using beta or trial services

15. DATA BACKUP AND DISASTER RECOVERY

Fisikal maintains:

• Regular system backups
• Secure offsite storage
• Disaster recovery procedures
• Defined recovery time objectives (RTO) and recovery point objectives (RPO)

Additional technical DR information can be provided under NDA.

16. SECURITY AND VULNERABILITY REPORTING

Fisikal:

• Implements periodic vulnerability scanning and patching
• Monitors system behaviour using automated alerts
• Maintains secure coding and deployment practices

Customers may report suspected vulnerabilities to support@fisikal.com.
Fisikal and the Customer each retain responsibility for the security of their respective systems.

17. END OF LIFE AND DEPRECATION

Fisikal may deprecate outdated features or OS versions.
Where possible, Fisikal will provide advance notice through official communication channels.

Beta and deprecated features are excluded from service credits, uptime commitments and SLA coverage.

18. SUPPORT MISUSE

Fisikal reserves the right to limit or suspend Support Services if the Customer:

• Creates excessive or duplicate tickets
• Uses inappropriate or abusive communication
• Repeatedly causes issues through misuse of the platform
• Fails to meet Customer Responsibilities outlined above

If you would like, I can now produce:

• A contract schedule version (Schedule 3: Support and Service Levels)
• A styled PDF with branding
• A version for your MSA or SaaS Agreement

Just let me know which format you prefer.

Updated November 2025