Service Level and Support Policy

Service Availability IVS Softtech®️ Pvt. Ltd. is committed to ensuring the availability of its Services as outlined in this Service Level and Support Policy. The availability commitment applies to the IVS Softtech®️ Pvt. Ltd. platform and its controlled elements.

IVS Softtech®️ Pvt. Ltd. guarantees a 99.9% availability per point of access for the quality and continuity of the Services over a continuous six-month period.

Calculation:

The unavailability time for each event will be calculated from the moment the problem is detected and reported. Service suspension by IVS Softtech®️ Pvt. Ltd. due to Unauthorized Usage, late payment, or similar reasons will be included in the unavailability time.

While IVS Softtech®️ Pvt. Ltd. strives to provide reliable services, it cannot guarantee complete reliability. The Services may experience interruptions due to circumstances beyond IVS Softtech®️ Pvt. Ltd.’s control, such as force majeure events, interruptions from Operators or third parties involved in service provision, atmospheric conditions causing radiotelephone interference, interferences in wave propagations, out-of-coverage areas, SS7 network faults, IP network faults, planned outages, technical faults, operator maintenance, SIM card memory overload, and other similar factors.

IVS Softtech®️ Pvt. Ltd. will make commercially reasonable efforts to provide advance notification to the Customer, whenever feasible, regarding expected service disruptions. IVS Softtech®️ Pvt. Ltd. reserves the right to plan service interruptions for testing and network improvement operations.

Transit Time IVS Softtech®️ Pvt. Ltd. will make commercially reasonable efforts to maintain message transmission time through the IVS Softtech®️ Pvt. Ltd. platform, aiming for a first delivery attempt to or from IVS Softtech®️ Pvt. Ltd.’s network operator connection within 10 seconds or less in 90% of all cases on a monthly basis.

Calculation:

During heavy traffic periods or exceptional events, transit time may be longer than 10 seconds.

Peak Load The IVS Softtech®️ Pvt. Ltd. platform supports a peak load of 30 SMS per second submitted by the Customer. This volume can be continuously sent within a maximum timeframe of 30 minutes without prior notification. Higher throughputs over longer durations can be arranged upon request. A throughput of 10 SMS per second is considered a standard base load. The actual delivery performance may vary depending on the destination operator and connectivity.

Support Services Help Desk IVS Softtech®️ Pvt. Ltd. provides Help Desk support for its Services. The Help Desk is available 24 hours a day, 365 days a year.

Incident Handling The following procedures outline the incident handling process for addressing Service quality issues.

Reporting Procedure Customers must report any incidents by email to the customer-specific support address or through other means as instructed by IVS Softtech®️ Pvt. Ltd. Customers are expected to cooperate with IVS Softtech®️ Pvt. Ltd. to facilitate the identification and resolution of incidents in a timely manner.

Customers must provide all relevant information required for IVS Softtech®️ Pvt. Ltd. to address the fault efficiently. This includes:

• Company Name
• Contact name and phone number of the engineer handling the fault
• Date and time of fault detection
• Timestamps of affected transactions
• Impact of the fault
• Measures already taken (if available)
• Log files/traces (if available)
• Customer ticket/reference number (if available)

 

Incident Classification

IVS Softtech®️ Pvt. Ltd. will categorize each incident reported by the Customer within the specified acknowledgement time, based on the following criteria:

IVS Softtech®️ Pvt. Ltd. reserves the right to modify the Severity ratings and their corresponding parameters. IVS Softtech®️ Pvt. Ltd. may request the Customer to attempt using the Service again to facilitate a more accurate problem analysis and improve the quality of resolution. Incidents related to the loss of service on an account suspended by IVS Softtech®️ Pvt. Ltd. as per the General Terms and Conditions of Use will not be treated as technical incidents but resolved at a commercial level.

Acknowledgement and Target Restoration Times

Response Times: Upon receiving a detailed support request from the Customer, IVS Softtech®️ Pvt. Ltd. will send an acknowledgment of receipt to the Customer’s technical support contact within the timeframes specified in the table below. The response within these timeframes is subject to the reliability and performance of the Internet and associated networks. Upon acknowledging the problem, IVS Softtech®️ Pvt. Ltd. will provide the Customer with a tracking number, which should be referenced in all subsequent communications.

Target Restoration Times: IVS Softtech®️ Pvt. Ltd. will make commercially reasonable efforts to adhere to the Restoration Times outlined below, provided that the Customer fully cooperates during the ticket resolution process.

For Critical Issues, in addition to raising a ticket, the Customer must also contact IVS Softtech®️ Pvt. Ltd.’s Help Desk through the hotline phone number. Response and Target Restoration times apply to elements within IVS Softtech®️ Pvt. Ltd.’s control. IVS Softtech®️ Pvt. Ltd. will work diligently with its suppliers and other relevant third parties to meet the Response and Target Restoration times. It’s important to note that certain issues, such as the behavior, service responses, and information provided by Operators or other third parties, may be beyond the scope of remedy and inconsistent with the overall Service behavior.

Progress Reporting IVS Softtech®️ Pvt. Ltd. will provide regular updates to the Customer’s technical contact regarding the progress of problem resolution.

Escalation Procedure If a problem remains unresolved within a reasonable timeframe, the Customer may escalate the issue by notifying the next level of IVS Softtech®️ Pvt. Ltd. support, as specified in the designated times and contacts.

Change Management and Planned Outages If either Party plans an infrastructure outage for maintenance or other operational reasons, written notice must be provided to the other Party at least five (5) business days in advance.

Planned outages should be communicated to the technical contacts listed in the Contact Details.