This Support Agreement applies to and is incorporated by reference into the Service Agreement document (“Agreement”) made by and between the Service Provider (“JuzGoDigital Pvt Ltd”) and the Customer (as identified on the Agreement). Service Provider may modify the terms and conditions of this Support Agreement from time to time by posting such amended Support Agreement to Service Provider’s site but will provide thirty days (30) advance notice to Customer before materially reducing the benefits offered to Customer under this Support Agreement.

1. DEFINITIONS

“Issue” means a failure of the “Product” (as described in the Order) to conform to the functional specifications in the Documentation substantially.

“Response Time” means the period in which the assigned support resource (or support system) shall provide Customer with an initial technical response because of the issue reported by Customer.

“Support” means the support services to be provided by the Service Provider to the Customer in accordance with this Addendum.

“Term” means the duration set forth in the Order.

Determining your location

Our platform deals with location, so in order to work, the Services need to know your location. Whenever you open and use/interact with our apps on your mobile device or go to one of our Sites, we use the location information from your mobile device or browser (e.g., latitude and longitude) to tailor the Services experience to your current location (i.e., we'll show you a list of nearby locations, and tips). This information is NOT shared in a form that is identified with you with others.

2. SUPPORT

2.1 Dedicated Support. Dedicated Support includes features that Service Provider generally makes available to its Dedicated Support customer base during the applicable Term.

2.2 Dedicated Support Timing. The Dedicated Support features include the Entry Support described herein. Support is available between 10 AM & 7 PM on week days for all Issues.

2.3 Severity Classification and Response Time Goals.. Issues are classified according to the severity of impact on the use of the Application, according to the chart below. Service Provider will resolve all disputes regarding severity classification in its sole discretion.

Support Response Time Goals

3. OBLIGATIONS OF CUSTOMER

3.1 Support Contact. All communications relating to Support will be supervised, coordinated, and undertaken by no more than two (2) designated contact persons per Customer who will act as a point of contact between Customer and Service Provider

3.2 Pre-Call Procedures. Before requesting Support from Service Provider, Customer shall comply with all published operating and troubleshooting procedures for the Application. If such efforts are unsuccessful in eliminating the Issue, Customer shall then promptly notify Service Provider of the Issue. Customer shall confirm that the following conditions are true before the contacting Service Provider for support:

a) Reproduction. If possible, the situation-giving rise to the Issue is reproducible in a single supported Application;

a)Support Representative The Customer contact has the technical knowledge regarding the Application and any other software or hardware systems involved, and in the facts and circumstances surrounding the Issue;

a) Access. The entire system, including all software and hardware, is available to the Customer contact without limit during any communication with Service Provider support personnel; and

a) Availability. If requested and required, Customer must make available to Service Provider a technical representative during support hours of coverage for all Issues. Service Provider reserves the right to suspend all work relating to any Issues during periods for which the Customer does not provide access to a technical representative or requested data to continue work on the Issue.

3.3 Remote Connection. . If appropriate, Customer will cooperate with Service Provider to allow and enable Service Provider to perform support via remote connection using standard, commercially available remote-control software. Customer will be solely responsible for instituting and maintaining proper security safeguards to protect Customer’s systems and data.

3.4 Updates. Customer acknowledges and agrees that services updates provided by Service Provider pursuant to this Addendum may, in Service Provider’s sole discretion, require additional training of Customer’s personnel.

3.5 Disclaimer Customer acknowledges and agrees that services updates provided by Service Provider pursuant to this Addendum may, in Service Provider’s sole discretion, require additional training of Customer’s personnel.