SERVICE SUPPORT POLICY

Last Updated: 25 March 2026

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Service Support Policy

This Service Support Policy ("Support Policy") defines the scope, channels, response times, and responsibilities associated with the support services provided by Peacock India to its Clients and Users. This Policy applies to all Service engagements, Proprietary Product subscriptions, and post-delivery support arrangements, unless a separate Service Level Agreement (SLA) has been executed between the Parties, in which case the SLA shall prevail.

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1. Scope of Support

This section clarifies what is included within the Company's standard support and what falls outside its scope.

1.1 Included Support

1.1.1. The Company provides the following standard support for active Clients and Users:

• (a) Project-Phase Support: Ongoing communication, status updates, query resolution, and collaboration throughout the active Service engagement (discovery through delivery).
• (b) Post-Delivery Support: A complimentary support period following the final delivery and acceptance of Deliverables, as specified in the applicable Proposal or Service Agreement. Unless otherwise agreed, the default post-delivery support period is thirty (30) days from the date of final delivery.
• (c) Bug Fixes and Technical Issues: Identification and resolution of bugs, errors, or defects in Deliverables that are attributable to the Company's work, reported during the post-delivery support period.
• (d) Product Support (Proprietary Products): For active subscribers of Feedback Sync, MallConnect, Patient Lens AI, and Bilimbe — technical support, troubleshooting, usage guidance, and issue resolution during the subscription term.
• (e) General Enquiries: Responding to general enquiries about Services, Products, and capabilities via the Website contact form or email.

1.2 Excluded from Standard Support

1.2.1. The following are NOT included within standard support and may be quoted as additional paid services:

• (a) New feature development, scope changes, or enhancement requests beyond the original Proposal/SOW
• (b) Issues caused by the Client's modifications to Deliverables after delivery (without Company involvement)
• (c) Issues arising from third-party software, plugins, integrations, or hosting environments not provided by the Company
• (d) Issues caused by the Client's failure to follow the Company's documented guidelines, specifications, or recommended environments
• (e) Training or onboarding beyond what is specified in the Proposal
• (f) Content updates, copy changes, or data entry
• (g) Support for Deliverables or Products after the post-delivery support period has expired (unless a paid maintenance/support agreement is in place)
• (h) Server, hosting, or infrastructure management (unless explicitly included in the SOW)
• (i) Issues resulting from Force Majeure Events

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2. Support Channels

This section identifies the official communication channels for requesting and receiving support.

2.1. The Company provides support through the following official channels:

Channel	Details	Availability
Email	admin@peacockindia.in	Monday – Saturday, 10:00 AM – 7:00 PM IST
Website Contact Form	www.peacockindia.in/contact-us	24/7 (responses during business hours)
Project Management Tools	As assigned per project (e.g., Trello, Asana, Slack, or similar)	During active engagements
Consulting Bookings	Via the Website's consulting booking feature	Subject to availability

2.2. Support requests made through unofficial channels (personal social media accounts, unmonitored platforms) may not be tracked and are not guaranteed a response within standard timelines.

2.3. All support requests should include:

• (a) Client name and project reference
• (b) Clear description of the issue or request
• (c) Steps to reproduce (for technical issues)
• (d) Screenshots, screen recordings, or error logs (where applicable)
• (e) Urgency level (Critical / High / Medium / Low)

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3. Issue Classification and Response Times

This section defines the severity levels for support issues and the Company's response time commitments.

3.1. All support issues shall be classified into the following severity levels:

Severity	Definition	Examples	First Response Time	Target Resolution Time
Critical (P1)	Complete system/service outage or data breach affecting production environment or live users	Website down, Product inaccessible, data breach, security vulnerability exploited	Within 4 business hours	Within 24 business hours
High (P2)	Major functionality impaired; no workaround available; significant impact on business operations	Key feature broken, payment processing failure, major display errors affecting user experience	Within 8 business hours	Within 48 business hours
Medium (P3)	Functionality partially impaired; workaround available; moderate impact	Minor feature malfunction, non-critical errors, performance degradation	Within 1 business day	Within 5 business days
Low (P4)	Cosmetic issues, minor queries, enhancement requests, general questions	UI alignment issues, typos, documentation questions, feature suggestions	Within 2 business days	Within 10 business days or as scheduled

3.2. "Business hours" means Monday to Saturday, 10:00 AM to 7:00 PM IST, excluding Indian national holidays. Indian national holidays shall mean gazetted public holidays observed in India. The Company may additionally observe regional holidays, which will be communicated in advance.

3.3. "First Response Time" means the time within which the Company shall acknowledge receipt of the support request and provide an initial assessment. It does not mean the time within which the issue will be fully resolved.

3.4. "Target Resolution Time" is a good-faith estimate and is not a guaranteed SLA commitment unless a separate paid SLA has been executed. Actual resolution times may vary depending on issue complexity, Client cooperation, and third-party dependencies.

3.5. The Company reserves the right to reclassify the severity level of an issue if, upon investigation, the initial classification is found to be inaccurate.

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4. Support for Proprietary Products

This section outlines the specific support terms applicable to each of the Company's proprietary platforms.

4.1 Feedback Sync

Support Element	Details
Support Availability	During business hours (Mon–Sat, 10 AM – 7 PM IST)
Scope	Platform usage guidance, bug fixes, data export assistance, integration support
Updates	Periodic feature updates and bug patches (included in active subscription)
Data Backup	Regular automated backups as per platform architecture

4.2 MallConnect

Support Element	Details
Support Availability	During business hours; Critical issues (P1) — extended support available for active premium contracts
Scope	Loyalty programme configuration, analytics dashboard support, campaign management, purchase registration troubleshooting, QR code issues
Onboarding	Initial onboarding and training included for new mall operator accounts
Updates	Regular platform updates, new feature rollouts, and performance improvements

4.3 Patient Lens AI

Support Element	Details
Support Availability	During business hours; Critical issues involving patient data — priority response within 2 business hours
Scope	AI documentation feature support, compliance guidance, system integration support, user access management
Data Handling	All support interactions involving patient data shall comply with applicable healthcare data protection requirements
Updates	Continuous AI model improvements and compliance updates

4.4 Bilimbe

Support Element	Details
Support Availability	During business hours; On-site event support available upon booking
Scope	Photo booth equipment setup, software configuration, event-day troubleshooting, social media integration support
On-Site Support	Available for booked events as per the event package terms
Post-Event	Delivery of digital assets within the timeframe specified in the event booking agreement

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5. Maintenance Windows

This section informs Users about scheduled maintenance that may temporarily affect service availability.

5.1. The Company may schedule periodic maintenance windows for the Website and Proprietary Products to perform updates, patches, security improvements, and infrastructure optimisations.

5.2. Scheduled maintenance will typically occur during off-peak hours (between 11:00 PM and 6:00 AM IST) to minimise disruption.

5.3. The Company shall use reasonable efforts to provide at least forty-eight (48) hours' prior notice for scheduled maintenance, via email and/or Website notifications.

5.4. Emergency maintenance (e.g., to address critical security vulnerabilities) may be performed without prior notice. The Company shall inform affected Users as soon as reasonably practicable.

5.5. The Company shall not be liable for any downtime, service interruption, or data inaccessibility during scheduled or emergency maintenance windows.

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6. Escalation Procedure

This section provides a structured escalation path for unresolved support issues.

6.1. If a support issue is not resolved within the Target Resolution Time, or if You are dissatisfied with the support received, You may escalate the matter through the following levels:

Escalation Level	Contact	Timeframe for Escalation
Level 1: Support Team	admin@peacockindia.in	Initial point of contact
Level 2: Project/Account Manager	As assigned per engagement	If unresolved after Target Resolution Time
Level 3: Senior Management	admin@peacockindia.in (Subject: "Escalation — [Project Name]")	If unresolved within 48 hours of Level 2 escalation
Level 4: Founder / Managing Director	Written escalation via registered email to admin@peacockindia.in	If unresolved within 5 business days of Level 3 escalation

6.2. All escalation requests should be in writing (email) and include:

• (a) Original support ticket reference (if applicable)
• (b) Summary of the issue and resolution attempts to date
• (c) Desired outcome or resolution

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7. Extended Support and Maintenance Agreements

This section addresses paid support options beyond the standard post-delivery period.

7.1. For Clients requiring ongoing support beyond the complimentary post-delivery period, the Company offers paid Annual Maintenance Contracts (AMCs) and Extended Support Agreements, which may include:

• (a) Monthly retainer-based support hours
• (b) Priority response and resolution times
• (c) Regular software/security updates and patches
• (d) Content updates and minor modifications
• (e) Performance monitoring and optimisation
• (f) Uptime guarantees (via separate SLA)
• (g) Dedicated account management

7.2. Terms, pricing, and scope of Extended Support Agreements shall be set out in a separate written agreement.

7.3. The Company reserves the right to revise support pricing annually. Any pricing changes shall be communicated in writing at least thirty (30) days prior to the renewal date.

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8. Client Responsibilities

This section outlines the Client's obligations to facilitate effective support delivery.

8.1. To enable the Company to provide effective and timely support, the Client shall:

• (a) Provide accurate and complete information when submitting support requests;
• (b) Respond promptly to requests for additional information, access, or clarification;
• (c) Maintain reasonable security practices for systems, accounts, and credentials;
• (d) Ensure authorised personnel are available for communication during business hours;
• (e) Refrain from making unauthorised changes to Deliverables or Products that may affect the Company's ability to provide support;
• (f) Maintain current contact information on file with the Company.

8.2. The Company shall not be liable for delays in support resolution caused by the Client's failure to fulfil the responsibilities outlined in this Section.

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9. Disclaimer and Limitation

This section clarifies the limitations of the Company's support obligations.

9.1. Support services are provided on a "reasonable efforts" basis. Unless a paid SLA is in place, the response and resolution times specified herein are targets, not guarantees.

9.2. The Company shall not be liable for:

• (a) Issues arising from the Client's acts or omissions, including modifications to Deliverables;
• (b) Issues caused by third-party software, services, or infrastructure;
• (c) Issues arising from Force Majeure Events;
• (d) Business losses arising from downtime or service interruptions, except where a paid SLA with specific uptime commitments is in effect.

9.3. The Limitation of Liability provisions set out in the Terms of Service shall apply fully to all support services provided under this Policy.

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10. Contact Us

For support requests, escalations, or enquiries about support agreements:

Peacock India No. 68, Mahadevan Street, West Mambalam, Chennai, Tamil Nadu, India Email: admin@peacockindia.in Website: www.peacockindia.in

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