Support Policy

Last updated: 31 October 2025

This Support Policy (the “Policy”) is incorporated into the agreement between Precision Forward Ltd and the Customer referencing this Policy (the “Agreement”). Capitalised terms used but not defined in this Policy have the meanings given in the Agreement.

1. Support Hours

Precision Forward Ltd provides support during normal business hours, which are 09:00–17:00 UK time (“Business Hours”) on each Business Day (excluding UK public holidays).

2. Support

During the Term, and subject to Customer’s compliance with this Policy, Precision Forward Ltd will use commercially reasonable efforts to assist the Customer with the diagnosis and resolution of issues (each an “Issue”) reported by the Customer in accordance with Section 3 (Issue Submission). Customer must comply with the obligations in this Policy to be eligible for Support.

3. Issue Submission

If the Customer identifies a failure of the Quadrant platform to conform with the applicable documentation (“Documentation”), the Customer shall promptly notify Precision Forward Ltd by emailing hello@projectquadrant.com. The notification must include a reasonably detailed description of the Issue and any additional information requested by Precision Forward Ltd to enable troubleshooting, diagnosis, and classification of the Issue, or if applicable, to implement a temporary modification or workaround to mitigate the material adverse effect of the Issue.

4. Issue Response

Precision Forward Ltd will assign a Priority Level to each Issue and use commercially reasonable efforts to respond in line with the following target response framework:

- Priority Level 1: All material features of the Service are non-functional and no workaround is available → Target response: 2 Business Hours
- Priority Level 2: Some material features are functional but performance is materially degraded → Target response: 1 Business Day
- Priority Level 3: All material features are functional, but the user experience is materially adversely affected → Target response: 5 Business Days
- Priority Level 4: No material impact on functionality (e.g., suggestion, enhancement request, “how-to” question) → Target response: 10 Business Days

5. Exclusions

Precision Forward Ltd will not be obligated to provide Support to the extent an Issue arises from:
(a) use of the Service in a manner inconsistent with the Documentation or specifications;
(b) use in conjunction with systems, products or components not reasonably anticipated to be used with the Service;
(c) modifications to the Service not made or authorised by Precision Forward Ltd;
(d) Third-Party Platforms or other third-party systems; or
(e) Trial or Beta usage or other free evaluation use of the Service.