BETA SERVICE LEVEL COMMITMENT

1. Purpose and Scope

This Beta Service Level Commitment ("Commitment") sets out the service standards that Sygence Private Limited ("Sygence", "we", "us") maintains for users of the NexNet platform during its beta phase.

The NexNet platform is currently offered free of charge to a limited number of beta participants. This Commitment is designed to provide transparency about service expectations while reflecting the early-stage nature of the platform. It is not a commercially negotiated SLA and does not create financial liability on Sygence's part.

This Commitment applies to all organisations and users accessing the NexNet platform during the beta programme.

2. Beta Programme Disclaimer

The NexNet platform is currently in beta. By participating in the beta programme, users acknowledge and agree to the following:

The platform is provided free of charge during the beta phase.
Features, workflows, and interfaces may be modified, added, or removed without prior notice.
The platform is not yet certified under ISO 27001 or DPDP. Certification is in progress with Mitigata, an accredited cybersecurity and compliance partner, with expected completion within six months.
This Commitment will be superseded by a formal Enterprise SLA upon commercial launch.

3. Platform Availability

3.1 Uptime Target

Sygence targets 99% platform availability, measured on a monthly basis. This allows for a maximum of approximately 7.3 hours of unplanned downtime per calendar month.

3.2 Scheduled Maintenance

Sygence will provide a minimum of 48 hours advance notice for any scheduled maintenance that may result in platform downtime.

3.3 Uptime Exclusions

The following are excluded from uptime calculations and do not constitute a breach of this Commitment:

Scheduled maintenance windows communicated with 48 hours notice.
Emergency maintenance performed to preserve platform security, stability, or availability, which may be carried out at any time without prior notice.
Outages caused by AWS infrastructure incidents beyond Sygence's reasonable control.
Service disruptions caused by the user's own systems, network, or integrations.
Force majeure events as defined in the Terms and Conditions of Use.
Outages caused by sub-processors or third-party service providers.

4. Support

4.1 Support Channels

Users may report issues and request support through the following channels:

In-platform messaging
Email: support@sygence.one
Website contact form: www.sygence.one
Telephone support (beta customers): available on request

4.2 Support Hours

Support is available Monday to Friday, 9:00 AM to 6:00 PM IST, excluding national public holidays and Sygence holidays.

4.3 Incident Severity and Response Targets

All support requests are classified by severity. The following response and resolution targets apply during business hours:

Severity Level	Description	Example	Response Target	Resolution Target
Level 1 — Critical	Complete platform outage or severe degradation. No viable workaround.	Platform inaccessible for all users.	Immediate acknowledgement	4 hours
Level 2 — High	Major functionality impaired. Workaround may exist but is significant.	Key workflow broken for a subset of users.	Immediate acknowledgement	1 business day
Level 3 — Medium / Low	Non-critical issues, minor bugs, usability problems, or general queries. Limited business impact.	Minor UI issue, configuration question.	Immediate acknowledgement	3 business days

Response targets are measured from the time a support request is received during business hours. Requests received outside business hours will be acknowledged on the next business day.

5. Incident Response and Breach Notification

5.1 Incident Reporting

Users are encouraged to report any suspected security incidents, data anomalies, or platform issues immediately through the support channels listed in Section 4.1. All reported incidents are logged and tracked internally via Sygence's incident management system.

5.2 Breach Notification

In the event of a confirmed personal data breach affecting user data, Sygence commits to notifying affected customers within 72 hours of detection. Notification will include:

Nature of the breach and data affected.
Likely consequences of the breach.
Measures taken or proposed to address the breach.
Contact details for further information.

Formal breach notification procedures are being documented as part of the ISO 27001 and DPDP certification process with Mitigata.

6. Data and Backups

Sygence maintains commercially reasonable technical and organizational measures to protect customer data and support platform continuity during the beta programme.

6.1 Data Protection Measures

The following data protection measures are currently in place:

Daily automated backups of all customer data.
Backup retention period of 30 days.
All data hosted exclusively in AWS Asia-Pacific Mumbai region (ap-south-1).
AES-256 encryption at rest and TLS 1.2+ encryption in transit.
Each customer's data is stored in a separate, isolated database within Sygence's multi-tenant architecture.

6.2 Recovery Objectives

The following operational recovery targets are maintained:

Recovery Point Objective (RPO): 24 hours. Customer data may be restored from the most recent available backup in the event restoration is required, subject to the availability and integrity of backup systems and the nature of the underlying incident.
Recovery Time Objective (RTO): 24 hours. Sygence will use commercially reasonable efforts to restore platform availability within this period following a platform-side disaster or critical service interruption.

These recovery objectives are operational targets only and do not constitute guaranteed service commitments.

7. Remediation Commitment

As the NexNet platform is currently provided free of charge during the beta phase, no financial service credits or penalties apply in the event of a service level breach.

In the event that platform availability falls below the 99% target in any given calendar month, Sygence commits to:

Notifying affected users of the incident and root cause within 5 business days.
Providing a written summary of corrective actions taken or planned.
Using best efforts to prevent recurrence.

8. Limitations of Liability

This Commitment does not create any contractual right to compensation, service credits, or damages. Sygence's liability in connection with this Commitment is governed exclusively by the Limitation of Liability provisions in the Terms and Conditions of Use agreed to upon platform registration.

Sygence shall not be held liable for service disruptions caused by AWS infrastructure incidents, sub-processors or third-party service providers, user-side systems, or force majeure events as defined in the Terms and Conditions of Use.

To protect the security, integrity, availability, or lawful operation of the platform, Sygence reserves the right to temporarily suspend, restrict, or limit access to all or any part of the platform where reasonably necessary to investigate, contain, or remediate security incidents, malicious activity, unauthorised access, data protection risks, or operational threats. Sygence will use commercially reasonable efforts to minimise disruption and restore normal service as soon as reasonably practicable.

9. Review and Updates

This Commitment will be reviewed and updated at the following milestones:

Upon completion of ISO 27001 and DPDP certification with Mitigata.
Prior to the commercial launch of the NexNet platform.
At any point where material changes to platform architecture or support capacity occur.

Updated versions will be made available on the Sygence website and communicated to active beta users with a minimum of 14 days notice.

10. Contact

For questions regarding this Commitment or to report a service issue, please contact:

Email: support@sygence.one
Website: www.sygence.one
Policy Owner: Bhumika Kamat Redkar, COO - bhumika@sygence.one

sygencepvtltd

support@sygence.one

+91 9049532233 / +91 8551852233

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Panjim, Goa, India 403002