SSI Cases Terms and Conditions

1. Nature of the Service

The SSI-Cases service offers specialized support in the Client's native language, addressing configuration and administration cases of the platform with a flexible approach. This service integrates reactive accompaniment for incidents, coaching to optimize tool usage, and operational support. Therefore, the Client has support in platform administration, maintenance, and training, particularly as a preventive measure against potential personnel changes, with the goal of maintaining operational continuity and preserving technical knowledge.

2. Scope

For the attention of Cases, the Client must create a ticket within any of the following service categories:

• Knowledge Transfer.
• Report Creation.
• New Configurations.
• Modification of Existing Configurations.
• Support for Platform Management.
• Consulting and Strategy regarding Platform use.

3. Attention Channels

Cases must be requested by the Client through one of the following options:

1. Via email to advisory@gb-advisors.com
‍2. Via the following telephone numbers.

4. Service Level for Services Request

This Service Level consists of response times for Client requests related to Support and Accompaniment (coaching, configurations, or advisories), where attention times are established based on the Complexity of the Request.

* Time expresed in business hours.

If it is determined that the complexity of an individual request exceeds 8 working hours, the Support team will modify the request according to its professional judgment. This may involve splitting the individual request into multiple cases for its attention, acquiring other services such as Booster Hours, Booster Week, or a Project executed through the SIP.

GB Advisors will provide an initial response to the Client's Initial Request within a maximum of 4 business hours, which are calculated in business hours from the receipt of said request.

Complexity Criteria

- Low Complexity: Refers to basic configurations defined in the Tool's official documentation. Easy to configure.

- Medium Complexity: Configurations defined in the Tool's official documentation that require deeper analysis to function within the complete Platform.

- High Complexity: Configuration that affects different modules and is not defined in the official documentation.

5. Service Level for Incidents

This Service Level consists of response times for Client requests related to Tool malfunctions, taking into account the Severity of the Incident.

* Time expresed in business hours.

Note: Should an Incident occur outside of Regular Support Hours, the Client may contact the Platform Manufacturer directly via their email support channel.

Severity Llevels

- Severity 1 (Critical Service Impact):
Implies a total cessation of operations, representing the Client's inability to adequately and fully manage or enjoy the Tool's functionalities.

- Severity 2 (Implementation/Significant Service Impact):
The failure impacts operations but does not stop them completely; the Tool meets functionalities, but not at 100%.

- Severity 3 (Moderate Service Impact):
Implies an error affecting Tool functionality; however, applying an alternative or documented workaround the incident will be mitigated.

Note: Without prejudice to the care and dedication that GB Advisors provides for the resolution of incidents, in the event that the incident reported by the Client must be escalated to the Platform Manufacturer —due to exceeding the previously defined severity levels— the response and resolution times shall be subject exclusively to the Manufacturer, in accordance with the Agreements, Terms, and Conditions established in its License Agreement (SLA). Notwithstanding, GB Advisors shall provide direct assistance and guidance to the Client, performing the corresponding follow-up and offering support in the communication with the Platform Manufacturer.

6. General Conditions

- The Client is responsible for requesting the creation of each Case to GB Advisors, providing a full description and information through the mentioned channels.

- Once the Client requests a joint session, GB Advisors shall have the following 24 hours to respond to such requirement. The date of the session shall be established in accordance with the Specialist's schedule availability.

- Joint sessions are limited to one daily session, not exceeding two (2) hours in duration.
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- Joint session planning does not apply to incidents that affect Client operations by their magnitude; in such cases, scheduling will prioritize the urgency of the situation.

- If no response is received from the Client within 3 business days, the Case will be closed without being considered "consumed".

- The Service has been established on a standardized basis for the effective attention and resolution (in accordance with the discretion and specialized criteria of GB Advisors) of 20 Cases, without limitation to the ability to acquire additional individual cases.

- The Client may have up to 5 simultaneous Service Request Cases handled at once.

- Support for tool malfunction is included in the license cost and lasts for its duration. "Malfunction" is defined as any impairment of a Tool feature causing total or partial inoperability according to documentation.

- The Client must notify GB Advisors of any system changes that may impact the SSI Cases service.

- Both parties commit to maintaining the confidentiality of information exchanged.

7. Excluded Services

The SSI-Cases Service does not cover the following aspects: Management of the Implementation Project or monitoring of project activities; developments or integrations with third-party applications (beyond those certified by the Manufacturer); Data Migration or Manipulation; preparation of documentary material. This limitation does not refer to the documentation available on the Manufacturer's official website, nor does it exclude the possibility for the Client to retain the information provided during the knowledge transfer sessions by means of the recordings made.

8. Duration of the SSI Cases

The SSI-Cases shall have a duration of one (1) year, effective from its acquisition. Within this period, the Client must utilize the twenty (20) available cases, as well as any additional cases purchased. Upon the expiration of the one-year service period, should the total number of purchased cases not be fully consumed, the SSI-Cases shall be deemed executed, and the obligations of GB Advisors shall be extinguished by the lapse of time. Consequently, the provision of the service shall automatically conclude upon the occurrence of either of the two (2) aforementioned scenarios (total consumption of cases or the expiration of the one-year term), these being the sole and sufficient parameters to deem it fully executed, without the need for any additional act of closing or acceptance.

9. Terms and Conditions of Payment

- Payment Terms: Prepaid.
- Payment Method: Bank Transfer.

10. Contractual Enforceability

In the event that, pursuant to the Client's internal procedures, the issuance of a Purchase Order (PO) or equivalent document is required to formalize the commitments undertaken herein, the SSICases shall be demandable and enforceable only upon receipt of the issuance of said Purchase Order. Furthermore, if upon expiration of the term of validity of this Proposal the Client has not issued the respective Purchase Order (or equivalent document), the prices and discounts offered shall become null and void, rendering them unenforceable and inapplicable.

11. Acceptance of Terms and Conditions

With the payment of the service made by the client after the issuance of the corresponding invoice, the Client acknowledges, accepts, and fully adheres to these General Conditions of the SSICases.

Client and GB Advisors confidential