Scope of work and SLA

Schedule A

Customer Engagement Platform

Section 1: Scope of Services

1. Customer Engagement

Features:

• Get a unified view of your customer and deliver data-driven insights for personalization and channel engagement performance.
• Create segments based on behavior events and CRM data
• Automate cross-channel workflows on various channels like email, SMS, etc.

Data Purging:

Netcore will permanently purge data per the Data Retention Policy – https://cedocs.netcorecloud.com/docs/policy

2. Email Marketing

Features:

• Create responsive and AMP templates.
• Scheduled automated journeys and batch and blast broadcast campaigns
• Reports and Insights on program performance

3. Mobile Marketing

Features:

• Create mobile message templates.
• Scheduled automated journeys and batch and blast broadcast campaigns to a short or long code.
• Reports and Insights on program performance

4. Google RCS

Features:

• Trusted messages with verified business benchmark and full brand name
• Richer media (High resolution photos, rich cards, carousels, GIFs, etc.)
• Conversational replies
• Scheduled automated journeys and batch and blast broadcast campaigns
• Reports and Insights on program performance

5. Onsite Messaging

Features:

• Web-based forms for data capture
• Web personalization
• Web push notifications
• Reports and Insights on program performance

6. App Marketing

Features:

• In-App Messages – Connect with users active within the app with messages that boost user engagement and user retention.
• App Push Notifications
• Scheduled automated journeys and batch and blast broadcast campaigns
• Reports and Insights on program performance

7. WhatsApp Marketing

Features:

• Create messaging templates
• Scheduled automated journeys and batch and blast broadcast campaigns
• Reports and Insights on program performance

Section 2: Service Level Agreement

1. Service Level Reviews

Netcore Cloud will ensure that the Services work in accordance with the service levels stated below.

2. Service Level Guarantees

The Customer Engagement Platform is provided with an availability of 99.5% uptime.

Service uptime refers to the period during which a service is operational and available to users.

Calculation: Service Uptime (%) = (Total Operational Time/ Total Time) x 100

Total Time: Total time (in minutes) refers to the entire duration of the measurement period excluding scheduled maintenance windows. This is calculated annually.

Total Operational Time: Total operational time (in minutes) includes all periods when the service is functional and accessible to users. This too is calculated annually.

3. Reporting

Customer can access all the standard reports provided for assessing Netcore Cloud’s performance during the previous calendar month against the Service Levels. Customer may validate such reports whenever required.

4. Root Causes

Netcore Cloud will identify root causes or, when informed by the Customer of any service issue, identify the correct causes of the problems for which Netcore Cloud is responsible under this Agreement and resolve the same as per the response timelines in point 8 below.

5. Escalation Matrix

Below is the escalation matrix, concerns can be escalated to the next levels, provided at least 2 hours have been given to each level for response.

6. Support Communication

Generate tickets by sending an email to [email protected]

7. Support Hours

Standard Support working hours are 24x7x365

8. Response Timelines

Schedule B

CPaaS Platform

Section 1: Scope of Services

1. Netcore Cloud Email API

Features:

• AI-powered email delivery with real-time tracking, smart engagement insights, and webhook support.
• Enterprise-grade security with easy integration via API & SMTP protocols including 2FA, IP binding, encrypted reports, and zero PII/email content storage.
• Globally reliable infrastructure across multiple data centers for seamless, secure delivery.
• Expert deliverability consulting to maximize performance and ensure compliance.

2. SMS API

Features:

• Robust SMS API with HTTP/HTTPS integration for transactional, scheduled, and event-triggered messaging.
• Two-way communication via Long/Short Codes, Missed Calls, and real-time webhooks.
• Advanced portal access for API control, reports, URL shortening, and customer interaction tracking.
• Reliable & secure delivery with end-to-end encryption and guaranteed OTP delivery.

3. WhatsApp Business API

Features:

• Automated & personalised WhatsApp messaging to boost engagement and brand relevance.
• Seamless API integration with CRMs, websites, and unified dashboard for multi-account management.
• Two-way communication via bots or live agents for real-time interactions.
• Compliance-ready with opt-in management, multilingual templates, and 90-day reporting.

Section 2: Service Level Agreement

1. Service Level Reviews

Netcore Cloud will ensure that the Services work in accordance with the service levels stated below.

2. Service Level Guarantee

Service Uptime: Service uptime refers to the period during which a service is operational and available to users.

Calculation: Service Uptime (%) = (Total Operational Time/ Total Time) x 100

Total Time: Total time (in minutes) refers to the entire duration of the measurement period excluding scheduled maintenance windows.

Total Operational Time: Total operational time (in minutes) includes all periods when the service is functional and accessible to users.

3. Reporting

Standard reports will be available on the client UI, with a demo provided for access and interpretation. Reports update in near real-time based on received data, with accuracy dependent on recipient domain error codes. Custom reports beyond the standard offering can be requested, subject to feasibility and potential charges.

4. Root Causes

Netcore Cloud will identify root causes or, when informed by the Customer of any service issue, identify the correct causes of the problems for which Netcore Cloud is responsible under this Agreement and resolve the same as per the response timelines in point 8 below.

5. Escalation Matrix

Below is the escalation matrix, concerns can be escalated to the next levels, provided at least 2 hours have been given to each level for the response.

6. Support Communication

There are two ways in which calls can be logged as below,

• Generate a ticket by sending an email to [email protected]
• You can connect to Netcorecloud’s CPaaS team by Chat support by logging into the panel and clicking on chat.

7. Support Hours

Standard Support working hours are 24x7x365

8. Response Timelines

9. Purging of Personally Identifiable Information (PII)

Netcore shall retain usage data and summary of information for billing, audit, service improvements and responding to the Client’s queries.