Service Level Agreement

These terms are between you and Dumont Pty Ltd (ACN 699 956 271), which provides Moveezi. In these terms, "Moveezi" refers to the Moveezi product and website; the contracting party is Dumont Pty Ltd.

Introduction – Support Services & Policy Guidelines

Moveezi is committed to providing our customers with a high-quality ecosystem in shipment visibility, delivered on a suite of solutions via software as a service, that are reliable, efficient, and scalable. As part of our commitment to excellence, we offer a Service Level Agreement (SLA) that outlines the level of service our customers can expect from our Customer Experience (CX) Team.

Our SLA provides a clear understanding of our responsibilities and performance metrics, as well as the remedies available to our customers if we fail to meet our obligations. We take our SLA very seriously and strive to always exceed our customers' expectations.

We understand that our customers rely on our services to run their businesses, and we are dedicated to ensuring that our platform is available and always performing optimally.

1.1 Support Program

Moveezi provides a support program to meet the needs of a vast array of clients. Our SLA is designed to give our customers peace of mind, knowing that they can trust us to deliver the service they need to run their business successfully.

1.2 Incidents & Service Requests

Any customer contact made with our customer experience team is firstly qualified as either an Incident or a Service Request. This qualification will determine the process to be followed. It is therefore critical our customers understand the difference between these two types of interactions with our team.

An incident is an unplanned interruption or degradation of our software that negatively impacts a user's ability to perform their tasks and responsibilities for which they commonly rely on our software. Incidents can occur for a variety of reasons, but generally they happen when there is a change made in the system, or a previously unrecognised bug starts affecting the system's performance. An incident in other words is a problem or an issue a user is experiencing with the software.

All licensed customers of Moveezi have incident support services included at no extra cost. Incidents can be system fixes and questions concerning the right utilisation of Moveezi and any linked applications as well as Issues with Moveezi interfaces with 3rd party software, as well as assistance in diagnosing and troubleshooting problems.

A service Request on the other hand is not an unexpected and erroneous function of the software, but rather is a request made by a customer for professional assistance (such as additional system training) or for changes to be made to the system (for example a request for a new feature or even a better understanding of a feature in use). Service Requests may include but are not limited to system customisation, integration, or consulting services that are not included in the standard support offering.

Our SLA covers primarily our responsibility in managing incidents reported by our customers in a timely and effective manner to ensure our customers can rely confidently in our software. Service Requests are not covered by our standard service offerings and may therefore incur in additional charges.

Moveezi reserves the right for chargeable service requests to have different levels of prioritisation, response time, and resolution time, depending on the complexity of the request and the impact on the customer's business. Moveezi will also define the cost and payment terms for chargeable service requests via SoW (Scope of Work) document. Moveezi will ensure no chargeable work is performed without the explicit approval and agreement of proposed charges and Scope of Work (SoW).

1.2.1 Support program summary

Package Feature / Description

Support Portal: Help centre equipped with a knowledge base, video tutorials and FAQ's which can be accessed via browser and computer/tablet connected to the internet.

Incident Service levels: Our service levels are based on initial response times, set out in '1.3 Incident Prioritisation'. Response times will vary depending on the support request's priority levels.

Support Coverage: Email support, phone support are available for Incident support requests and Service requests. Our Customer Experience (CX) team is usually available at commercial times AEST. Special support service agreements can be made for other time zones, daily hours, and dates availability or hyper care programs at an additional cost.

Multilingual Support: English is our default service language. All documents, guides and knowledge materials are written in English. Special requests can be made for live service in other languages.

1.3 Incidents' Service Level

The purpose of our service level overall is to set clear expectations for both the service provider and our customers, helping to ensure that incidents are managed efficiently and effectively.

PLEASE NOTE:

Moveezi has its customer experience team across different time zones and at times can work or implement sunrise support hours depending on agreement or hyper care periods.

Any calls, support chats & emails received at odd business hours and weekends will be collected and action taken within the next working business day.

However, our team will make every effort possible to address urgent matter incidents when received, indistinctly of the day or time.

1.4 Incident Prioritisation

We prioritise incidents based on their impact. Impact can be affected by a wide range of factors such as the reach (quantity of users being affected), the severity (how it affects user's performance), timing (is the business being prevented from operating), availability of temporary solutions, etc. However, each incident can be different, and we cannot therefore determine a single rule that applies to how all incidents are prioritised.

It is to be noted that our SLA is based on Response Time. The period between when an incident is received and when a team member starts work on the issue is dubbed "Response Time". This does not necessarily refer to the amount of time needed to solve the issue; this is due to the varied nature of technical difficulties and the wide-ranging solutions needed to resolve them.

Our SLA is split in 4 levels, as per below:

Level 4 / No Priority

Response time within 72 hours – No predetermined resolution time.

Examples of client questions that will have a level 4 attached:

• General inquiry about the software from a non Moveezi client,
• General inquiry about the software from a Moveezi client that relates to ideas/wishes for the software.

Level 4 will be attached to customer questions that are looking for information. It is a very low/no impact level. The customer may not have the software/the feature does not yet exist so this cannot impact on their work.

Level 3 / Low priority

SLA Response time within 48 hours – Resolution time depends on existence of other higher priority incidents and assessed impact.

Examples of client questions that will have a level 3 attached:

• This is a client that is requesting assistance with an issue within the software. The software is working as it should, but the client is facing a hurdle and unsure how to proceed.
• These are the typical "how do I … "questions that a client may pose to us via [email protected].

Level 3 will be attached to customer questions that are looking for knowledge base articles, guidance on how to use the software. The software should be working as is intended, but the client is confused as to how to correctly use it.

Level 2 / Medium priority

SLA Response time within 24 hours – Resolution as soon as permitted, based on the complexity of the incident and the existence of other higher priority incidents.

Examples of client questions that will have a level 2 attached:

• A client has identified a feature within the software that does not work as it should; – a bug has been discovered.
• There may be a workaround that the client has discovered.
• There may be a workaround that we can offer to the client.
• The issue does not directly impact the client financially.

Level 2 will be attached to customer questions that have discovered something in the software that is not operating as expected, a bug. We expect there to be an impact on the client, for up to 72 hours while we investigate and resolve the issue. A workaround should be available to satisfy this category.

Level 1 / High priority

SLA Response time within 4 hours. Resolution as soon as possible. A Level 1 incident will take resolution precedence over all other incidents.

Examples of client questions that will have a level 1 attached:

• A global issue (e.g., software down).
• An issue that impacts the clients daily operations.
• An issue that directly has an impact on the client financially.

Level 1 is attached to situations that will prevent the client from completing their work caused directly by the software. Examples of workarounds will be poor or non-existent. Attaching a level 1 will also mean that the client is being impacted by either:

• Inability to complete their work fully due to the issue with the software.
• The client is experiencing a financial loss due to the issue with the software.

1.5 Geographical Coverage

Moveezi has a dedicated customer experience team spread through continents, to handle Incident and Service requests arise by our customers. We also have extra technical and expert subject matter assistance available when required.

Through our locations we offer remote worldwide support coverage. We're here to help!

1.6 Language Support

All of Moveezi guides/FAQs are written in English, which happens to be our primary language.

We ask that all Service Requests and Incidents are submitted in English. Failure to do so renders our Incident response times invalid, as we are unable to guarantee availability of staff members that speak other languages when the request is submitted.

When a request has a high level of complexity, a customer may request assistance in a different language than English. To do so a customer can simply log a request containing as much information as possible in English followed by a statement indicating what language they would like to communicate in to explain the request further. Moveezi will make every effort possible to facilitate that special language request.

We do have a diverse and multilingual team who can assist with Italian, Portuguese, Spanish and other languages when available.

1.7 Working on your Support Case

1. Initial Contact:

• A customer reaches out to the support team with an issue they're facing.
• The team responds promptly to acknowledge the request and gathers necessary information, including the customer's account details, the issue they're facing, and any relevant screenshots or error messages.

2. Triage:

• The team triages the issue to determine the severity and impact on the customer's experience and product usage.
• They classify the issue as high, medium, or low priority based on the impact on the customer's usage and severity of the issue.

3. Response Time:

• Depending on the severity level of the issue, the team sets a response time SLA for the customer.
• Please refer to 'item 1.3' for incident prioritisation and response times.

4. Investigation:

• Once the team has triaged the issue and set a response time SLA, they begin investigating the issue.
• They may ask the customer for more information or perform additional testing to reproduce the issue.

5. Action/Resolution:

• Once the team has identified the cause of the issue, they work to resolve it as quickly as possible.
• Depending on the severity level of the issue, they may escalate it to a higher-level team member or engineer.

6. Resolution Communication:

• After the issue has been resolved, the team contacts the customer to communicate the resolution and ensure that the resolution applied has been effective and the issue is fully resolved.
• If the customer does not find the resolution satisfactory, the incident or service request may re-start the process at step 2.

7. Closing:

• The team closes the ticket once the issue has been fully resolved and the customer is satisfied.
• They may also document the issue and the resolution for future reference in our knowledge base and how to materials.

8. Continuous Improvement:

• The support team will request and review customer feedback on resolution of all requests. Metrics are then used to identify areas for improvement in our support services.
• Moveezi may make changes to our defined process and this SLA to improve customer satisfaction and reduce response and resolution times. When changes are applied, customers will be notified of the amendments made.