AFTER SALE SUPPORT

AFTER SALES SUPPORT POLICY

This Policy explains the standard after-sales support framework of Innovative ERP Solutions Limited (IESL). It should be read together with the applicable product-specific terms, commercial order, invoice, subscription, AMC, hosting arrangement and any mutually agreed written scope.

1. Scope of Support

IESL provides after-sales support to help customers use the standard functionality of the subscribed or licensed product and to report technical issues relating to the Product, subject to an active subscription, AMC, hosting or support arrangement and payment of all applicable dues.

Support is limited to standard product usage assistance and technical issues covered under the applicable support arrangement. Support does not expand the scope of the Software, create new functionality, or convert customer-specific requirements into standard product obligations.

2. Support Channels and Timings

Support may be provided through remote login, email, telephone and/or ticketing systems, depending on the relevant product, support plan and technical environment.

Telephonic support is generally available from 10:00 AM to 6:00 PM, excluding Sundays and holidays, unless otherwise communicated by IESL.

Remote support is subject to the Customer providing timely and secure access to the relevant system, user, environment, credentials, data and information required for diagnosis.

Onsite support, where required, is chargeable separately unless expressly included in writing in the applicable commercial arrangement.

3. Standard Support Response Targets

IESL classifies support matters by priority. The timelines below are response targets and not guaranteed resolution timelines. Resolution time may vary depending on issue complexity, customer dependencies, third-party dependencies, technical feasibility and availability of required information.

Priority	Typical Classification	Standard Response Target
P1 - Critical	Product or core portal is not accessible due to issues attributable to IESL-controlled systems, or basic functions cannot be performed due to a verified product issue.	Within 1 working day
P2 - Significant	Significant problems affecting basic transactions, basic communication or basic reports due to verified product issues or IESL-controlled server issues.	Within 3 working days
P3 - General / Assistance	User assistance queries, report format requests, UI adequacy requests, general guidance, inconvenient issues or matters not preventing basic usage.	Within 7 working days

4. Support Exclusions

Unless separately purchased and agreed in writing, standard support does not include:

• Data entry, data preparation, data cleansing, data correction or data reconciliation.
• Data migration, legacy data extraction, mapping, opening balance preparation or re-upload.
• Accounting finalisation, GST/TDS/TCS filing, statutory consulting or professional advisory services.
• Business process redesign, customer-side operational execution or supervision of customer employees.
• Creation of custom reports, custom print formats, dashboards, workflows, validations or automation.
• Repeated or replacement-user training beyond the training entitlement included in the commercial arrangement.
• Troubleshooting or support for third-party services, government portals, unsupported devices, hardware, networks, operating systems or customer-managed infrastructure.
• Customization, change requests, integrations, additional features or modifications to standard product behaviour.

5. Bug Support and Change Requests

A bug is a demonstrable software error where an existing standard feature of the Product does not behave in accordance with its intended standard behaviour.

A requirement, workflow, report, print format, approval, integration, validation, automation, statutory logic, customer-specific process or functionality that is not available in the standard Product is not a bug. Such requirements may be treated as customization or change requests and may be chargeable, subject to technical feasibility, resource availability, commercial approval and written acceptance by IESL.

6. Customer Responsibilities for Support

To enable effective support, the Customer shall:

• Appoint an authorised single point of contact (SPOC) for support and escalation where required.
• Provide accurate issue details, screenshots, error messages, transaction references, sample records and reproduction steps where applicable.
• Ensure timely availability of relevant users, process owners and decision-makers.
• Provide secure remote access or other access reasonably required to diagnose the issue.
• Maintain valid subscriptions, AMC, hosting and payment status where applicable.
• Keep authorised email IDs, phone numbers, billing contacts and escalation contacts updated.
• Avoid unauthorised direct database changes, unsupported integrations or customer-side modifications that may affect diagnosis or system integrity.

7. Conditions Where Service Levels Do Not Apply

Standard response targets do not apply to delays or issues caused by Customer data, Customer infrastructure, non-availability of users, incomplete issue information, pending payments, unsupported devices, network failures, incorrect credentials, unauthorised direct database changes, third-party services, government portals, API changes, hosting-provider failures, force majeure, emergency maintenance, security incidents or other circumstances beyond IESL's reasonable control.

8. Preventive and Emergency Maintenance

IESL may conduct preventive maintenance, including server health checks, application checks, database maintenance, security updates and infrastructure maintenance. IESL will endeavour to minimise disruption and, where planned downtime is required, use reasonable efforts to provide prior notice where commercially and technically practicable.

IESL shall not be liable for outage, delay, loss or inconvenience caused by preventive maintenance, emergency maintenance, security maintenance, hosting-provider maintenance or system restoration activity, subject to applicable law and the governing product-specific terms.

9. Support During AMC, Subscription or Hosting Validity

Support, updates, statutory updates, hosting, backup, API services, portal services, technical assistance and issue resolution are available only during the applicable active licence, subscription, hosting, AMC or service period, as commercially agreed.

After expiry, non-renewal, suspension or termination, IESL may stop or restrict support and related services. Reactivation may be subject to payment of pending dues, renewal charges, reactivation charges, hosting charges, upgrade charges, data restoration charges and other applicable fees.

10. Training and Additional Assistance

Where applicable, IESL may provide training sessions in accordance with the applicable product terms or commercial arrangement. Unless otherwise agreed in writing, one training session means one hour of online training or online connect.

Training is limited to standard Product usage and purchased modules. Repeat training due to employee turnover, non-attendance, internal transfer, change of user, lack of internal coordination or Customer-side process changes may be chargeable separately.

11. Escalation and Resolution Process

Customers should first raise support matters through the designated support channel and provide complete information required for diagnosis. If the matter remains unresolved or requires management attention, it may be escalated through the applicable support escalation process.

Before initiating any commercial or legal dispute, the Customer should allow IESL a reasonable opportunity to review, respond, rectify, clarify or commercially resolve the issue, except where urgent legal relief is required or where such requirement is not enforceable under applicable law.

12. Relationship with Product-Specific Terms

This Policy is a general IESL after-sales support policy and must be read together with the applicable product-specific Terms and Conditions, invoice, order confirmation, AMC, subscription, hosting arrangement and mutually agreed written commercial documents.

For Tez ERP, the Tez ERP Terms and Conditions shall govern the Product. In the event of any inconsistency relating to support scope, service levels, AMC, hosting, customization, implementation, data, liability or commercial entitlement, the Tez ERP Terms and Conditions and applicable mutually agreed written commercial documents shall prevail to the extent permitted by law.

13. Policy Updates

IESL may update this support policy from time to time for future or continuing usage. Material changes affecting existing commercial rights will apply prospectively and will be communicated through reasonable notice where required, unless an immediate change is necessary for legal, security, technical, third-party compliance or urgent operational reasons.