Support Schedule | Onboard by Bhalekar

1. APPLICATION

This Support Schedule sets out the support services that Bhalekar provides to the Customer in respect of the Software. It forms part of the Customer Licence Agreement (CLA) between Bhalekar and the Customer and is referenced from clause 6.1 of the CLA. Defined terms used in this Support Schedule have the meanings given in the CLA.

Where the CLA and this Support Schedule are inconsistent, the CLA prevails.

2. SUPPORT TIERS BY SUBSCRIPTION PLAN

The support entitlements depend on the Customer's Subscription Plan, as set out in the table below.

Feature

Essentials

Professional

Enterprise

Support channels

Chat & email

Chat, email & phone

Chat, email, phone & dedicated AM

Support hours

Mon–Fri 12pm–7pm Melbourne time

Initial response — P1 (critical)

8 business hours

2 business hours

1 business hour

Initial response — P2 (high)

1 business day

4 business hours

2 business hours

Initial response — P3 (medium)

2 business days

1 business day

Initial response — P4 (low)

5 business days

3 business days

2 business days

Dedicated account manager

Yes

Product and regulatory-feature briefings

Yes

Support hours are Monday to Friday, 12:00 PM to 7:00 PM Melbourne time (AEST/AEDT, as applicable), excluding Victorian public holidays, unless otherwise stated in the Order. Support hours are stated in Australian Eastern time for customer convenience. Bhalekar may provide support from teams located in Australia, India or other locations.

"Business hours" and "business days" are determined by reference to the support hours of the Customer's Subscription Plan and exclude Victorian public holidays. Initial response means an acknowledgement and an indicative path to resolution; it does not mean resolution.

Product and regulatory-feature briefings (Professional and Enterprise plans). Briefings included with Professional and Enterprise plans are general information sessions about product features and public regulatory developments only. They are not legal, AML/CTF, privacy, tax, accounting or compliance advice. Clause 5.2A of the Customer Licence Agreement applies.

3. SEVERITY LEVELS

Severity is assigned by Bhalekar in good faith based on the impact of the issue on the Customer's use of the Software. The Customer's severity classification will be considered but is not determinative.

Severity

Definition

Examples

P1 (Critical)

Production environment is unavailable, or a critical function is non-operational, with no workaround available, and the Customer's business is materially impacted.

Customer cannot log in; client onboarding flow is unavailable; payments cannot be processed; the Software returns a server error on every page.

P2 (High)

A significant function is impaired or unavailable, but a workaround exists, or the issue affects only some Authorised Users.

Email send fails for some recipients; one workflow stage is not progressing; a recurring task does not auto-create.

P3 (Medium)

A non-critical function does not work as documented, with a workaround available.

A specific report formatting is incorrect; a UI element does not render correctly in some browsers; configuration change is needed.

P4 (Low)

Minor cosmetic issues, "how-to" questions, documentation requests, or feature suggestions.

Typo in the user interface; question about how to configure a feature; feedback on a workflow.

4. WHAT IS INCLUDED IN SUPPORT

Support services include:

answering questions about how to use the Software in accordance with the Documentation;
investigating and resolving Software defects (including by providing patches or updates);
guidance on configuration changes within the Software;
assisting the Customer in interpreting error messages and logs generated by the Software;
providing updates and patches in accordance with clause 5 (Update policy); and
coordinating with the Customer on resolution paths for issues that span the Software and the Customer's VPS environment.

5. UPDATE POLICY

5.1 Updates included in the Subscription

The Customer is entitled to all general-release updates, patches and new versions of the Software at no additional cost during the Subscription Term. Bhalekar will publish release notes describing material changes.

5.2 Update categories

Updates fall into the following categories:

Security patches: released as required to address identified security vulnerabilities. The Customer should apply security patches promptly.
Compliance updates: released from time to time to reflect changes in AML/CTF Laws, Privacy Act 1988 (Cth), or other regulatory requirements that Bhalekar elects to support in the Software. Compliance updates are limited to updates that Bhalekar elects to make generally available as part of the Software. Bhalekar does not guarantee that the Software will reflect every legal, regulatory or professional obligation applicable to the Customer, and the Customer remains solely responsible for assessing and meeting its own legal, regulatory and professional obligations in accordance with clauses 5.2, 5.2A, 5.2B and 5.5 of the Customer Licence Agreement.
Maintenance releases: bug fixes and minor improvements, typically released monthly.
Feature releases: new functionality, typically released quarterly.

5.3 Customer's responsibility to apply updates

The Customer is responsible for applying updates to its installation. Where the Customer does not apply updates within a reasonable time after release, Bhalekar may decline to support issues that would have been resolved by an unapplied update.

6. WHAT IS NOT INCLUDED IN SUPPORT

Support services do not include:

issues with the Customer's VPS, operating system, network infrastructure, or other systems on which the Software depends — these are the Customer's responsibility;
data migration into or out of the Software;
custom development, customisation, or integration with third-party systems other than as expressly included in the Software;
training beyond the Implementation Services and any training expressly included in the Customer's Subscription Plan;
on-site support;
support outside the support hours applicable to the Customer's Subscription Plan, except where Bhalekar elects to provide it as a courtesy;
issues caused by the Customer's breach of the CLA, including unauthorised modification of the Software;
issues caused by integrations with non-supported third-party systems;
issues that would have been resolved by applying an update the Customer has chosen not to apply; and
legal, accounting, tax, or compliance advice (including advice on AML/CTF program design or AUSTRAC obligations).

7. OUT-OF-HOURS AND EMERGENCY SUPPORT

Bhalekar is not obliged to provide emergency, after-hours, incident-response, forensic, regulatory-response or remediation services unless expressly agreed in writing. If Bhalekar agrees to provide those services, they are charged at the applicable rate stated in the Order. Ordinary out-of-hours technical support and remediation are charged at the General Professional Services Rate. Regulatory-response, forensic, investigation, dispute and legal-process support are charged at the Regulatory Rate. External adviser costs are charged at cost. For regulatory matters, clauses 5.8 to 5.8D of the Customer Licence Agreement apply, including Bhalekar's right to require an upfront retainer.

Customers requiring guaranteed 24×7 P1 response should consider an Enterprise plan or contact Bhalekar to discuss bespoke support arrangements.

8. HOW TO LOG A SUPPORT REQUEST

Support requests must be logged through one of the channels available to the Customer's Subscription Plan:

Email: support@onboard.bhalekar.ai
In-product chat: available via the admin portal during support hours
Phone: 1800 434 005 (Professional and Enterprise only, during support hours)

When logging a request the Customer should provide: (a) a clear description of the issue; (b) the proposed severity classification; (c) steps to reproduce, where relevant; (d) any error messages or screenshots; and (e) the timeframe in which the issue began. Where Bhalekar requires support access to investigate, this is provided in accordance with clauses 7.3 and 7.3A of the CLA.

9. ESCALATION

If the Customer is dissatisfied with the progress of a support request, the Customer may escalate to Bhalekar in the following order:

the assigned support representative;
the Customer's account manager (if applicable to the Subscription Plan); and
Bhalekar's Head of Customer Operations at escalations@onboard.bhalekar.ai.

Bhalekar will respond to escalations within one business day and propose a resolution plan within three business days.

10. NO SERVICE CREDITS UNDER THIS SUPPORT SCHEDULE

Initial response targets in this Support Schedule are operational targets and not strict service-level guarantees. Bhalekar is not liable for failure to meet a response target, except where that failure constitutes a material breach of the CLA. Service credits, monetary penalties, and refunds for missed targets are not provided under this Support Schedule.

This clause does not limit the Customer's rights under the CLA (including clause 9 warranties and clause 13 force majeure / regulatory change) or under any non-excludable consumer guarantees of the ACL.

11. CHANGES TO THIS SUPPORT SCHEDULE

Bhalekar may update this Support Schedule from time to time in accordance with clause 6.1 of the CLA. Updates will not materially diminish support entitlements during the then-current Subscription Term without the Customer's consent.

— END OF SUPPORT SCHEDULE —

Onboard Support Schedule v1.3 DRAFT · Bhalekar Pty Ltd · ABN 22 642 063 385