BINETIX NETWORK

When you purchase or upgrade PTMâ„¢ DELUXE it comes with a standard functional support that includes:

▪Fixing functional deviations from the published product documentation on BINETIX Network;

▪Incident service through BINETIX Help Desk platform at https://help.binetix.eu/ or by email at support@binetix.eu;

▪Support and expansion the knowledge base (FAQ) published in BINETIX Network;

▪Regular update of product documentation published in BINETIX Network.

Standard support of PTMâ„¢ DELUXE applies to the current product version and expires at the end of each product cycle (each year on March 31 inclusive).

Additionally, BINETIX provides the opportunity to purchase a prepaid professional services package to provide preferential functional support (see below).

BINETIX offers preferential functional support for the PTMâ„¢ DELUXE product series covering the period from January 1st to December 31st for a specified calendar year.

The Preferential functional support is tailored to the business needs of our clients and includes a minimum package of prepaid professional services as follows:

✓Preferential handling of incidents after registration and description to the following address https://help.binetix.eu/;

✓Phone and / or VPN assistance when migrations are performed in the System;

✓Phone and / or VPN assistance in performing System settings;

✓On-site visit for analysis and resolving incidents related to an emergency stop of the System. The on-site visit shall only take place after prior agreement between the parties;

✓Service incidents associated with making adjustments and other non-functional changes needed to enhance the security and the access to information;

Preferential support service does not cover accidents in the following cases:

o When troubleshooting and defects in software produced by third parties;

o Introducing improvements or new functionality in software produced by third parties;

o Analysis and / or implementation of new business processes, which would require the implementation of a new or a change of existing functionality in the System or in software produced by third parties;

o Analyzing and / or implementing a new or changing existing System functionality by introducing new or changing existing Regulatory requirements;

o Testing of functionality provided by third parties;

o Incidents that include some or all of the above cases.

BINETIX offers a special blend of professional IT services on time and materials basis (T&M) to handle variety unplanned and unpredicted incident events in two generic cases:

✓To restore standard and/or preferential SLA between BINETIX and their clients, or

✓To provide professional IT services on demand without SLA.

In accordance with our certified by ISO 9001:2015 Quality-assurance (QA) system, we're applying the following straightforward process:

1)Request - we're accepting requests for IT incidents prepared by our clients only in written form send to support@binetix.eu. The incidents should include well-described problem with all necessary qualitative and quantitative attributes in order to help us to perform further rout-cause analysis.

2)Assess - we shall contact you up to 24 hours to gather additional information, and to provide you a preliminary plan for corrections with cost estimation, time schedule and HR utilization. Please be take into consideration that the planned professional services are provided on T&M basis, and the estimated time, scope and cost may vary. All services are estimated on ground of one man-day.

3)Correct - after the preliminary agreement with the client, we shall start commencing the planned professional services.

4)Validate - at the end of the planned activities, a common validation is commenced together with you, as a client, in order to measure the achieved results and clients satisfaction.

5)Accept - the incident is considered as "Closed" when the client confirms the results in written form by acceptance protocol drawn-up in two identical copies.