Service Level Agreement (SLA)

Service Level Agreements

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Document field

Value

Supplier

Integrated Retail Management Consulting Pte. Ltd.

Product scope

FOOTFALLCAM hardware, software and related services

Territories

Indonesia • Malaysia • Singapore • Thailand

Version

Review Draft v1.0 • 24 August 2026

Confidentiality

Confidential – customer and internal review only

Document Control and Approval

This Service Level Agreement (“SLA”) defines the support services supplied by Integrated Retail for the FOOTFALLCAM solution identified in the applicable Order Form. The Order Form, this SLA and any master agreement form the complete commercial service arrangement.

Item

Entry

Customer legal name

[Insert]

Customer address

[Insert]

Integrated Retail entity

Integrated Retail Management Consulting Pte. Ltd.

Effective date

[Insert]

Initial service term

12 months unless stated otherwise

Selected Service Plan

☐ Essential Care ☐ Professional Care ☐ Enterprise Care

Covered countries

☐ Indonesia ☐ Malaysia ☐ Singapore ☐ Thailand

Covered sites/devices

As listed in Schedule 1 / Order Form

Approval record

Role

Name

Signature

Date

For Integrated Retail

[Insert]

For Customer

[Insert]

ORDER OF PRECEDENCE If there is a conflict, the signed Order Form prevails for pricing and selected entitlements; the master agreement prevails for general legal terms; this SLA prevails for service-level operations.

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No.

Section

Page

Purpose, Scope and Contract Structure

Definitions and Interpretation

Covered Services and Service Boundaries

Geographic Coverage and Business Hours

Service Plans and Entitlements

Support Organisation: L1, L2 and L3

Incident Intake and Lifecycle

Priority Classification

Response and Update Commitments

Restoration and Resolution Management

Escalation and Major Incident Management

Proactive Monitoring and Health Checks

RMA, Warranty and Replacement

Contractually Reserved Spare Stock

Accuracy, Calibration and Data Quality

Reports, Integration and AI Customisation

Training and Service Reviews

Customer Responsibilities

Exclusions, Maintenance and Dependencies

Allocation, Billing, Termination and Change Control

Commercial Framework and Change Control

Legal and Signature Schedules

1. Purpose, Scope and Contract Structure

1.1 Purpose. This SLA establishes the service-management framework through which Integrated Retail provides local support for FOOTFALLCAM solutions in Indonesia, Malaysia, Singapore and Thailand. It is intended to provide a single accountable support interface while preserving clear boundaries for manufacturer, carrier, installer, customer-network and third-party dependencies.

1.2 Contract structure. The SLA operates with: (a) the relevant quotation or Order Form; (b) any master services, supply or subscription agreement; (c) accepted solution design and site list; and (d) documented change orders. No marketing statement or informal communication changes an SLA commitment unless signed by authorised representatives.

1.3 Service plans. Services are packaged as Essential Care, Professional Care and Enterprise Care. Enterprise Care is individually justified and configured according to operating criticality, estate size, coverage hours, integrations and replacement strategy.

1.4 No transfer of manufacturer obligations. Integrated Retail coordinates eligible manufacturer escalation and warranty handling but does not enlarge the manufacturer warranty unless expressly stated in the Order Form.

Core service principles

· One customer-facing case owner through L1, L2 and L3 escalation.
· Priority based on verified business impact, not job title or request urgency alone.
· Response commitments separated from restoration targets and permanent resolution.
· Proactive monitoring limited to signals technically available to Integrated Retail.
· Custom reports, integrations and new AI models handled through change control.

INTERPRETATION “Including” means including without limitation. “Business Day” and “Business Hour” are country-specific under Section 4.

2. Definitions and Interpretation

Term

Meaning

Acknowledgement

Confirmation that a valid case has been received and assigned a case identifier.

Initial Response

Substantive engagement by a qualified support resource; an automated receipt alone is not an Initial Response.

Incident

An unplanned interruption or material reduction in a Covered Service.

Service Request

Planned assistance, information, access, training, configuration or change that is not an Incident.

P1 / P2 / P3

Priority levels defined by business impact and workaround availability.

Restoration

Return of the affected service to an acceptable operational state, including by workaround.

Resolution

Permanent correction or accepted closure of the root cause.

RMA

Return Merchandise Authorisation for eligible hardware.

Manufacturing Fault

A defect in materials or workmanship arising under normal intended use, excluding external damage or misuse.

Covered Estate

Sites, devices, licences and integrations expressly listed in the Order Form.

Reserved Spare Stock

Replacement inventory contractually allocated to the Customer under an active Enterprise Care commitment.

Service Clock

The measurement period that runs only during applicable coverage hours and subject to permitted pauses.

3. Covered Services and Service Boundaries

3.1 Included service activities

· Case intake, classification, ownership and customer communication.
· Remote diagnostic checks for supported FOOTFALLCAM devices and platform functions.
· Guidance on known configurations, standard dashboards and user administration.
· L2 investigation, log review, calibration coordination and data-flow diagnosis.
· L3 escalation to the manufacturer or development team when required.
· RMA coordination for validated Manufacturing Faults during the one-year warranty.

3.2 Separately chargeable unless included

· On-site attendance, access equipment, cabling, installation labour and travel.
· Relocation, redesign or recalibration following environmental or layout change.
· Custom reports, APIs, data engineering, integrations and new business logic.
· New or retrained AI models, proof-of-concept work and acceptance testing.
· Replacement caused by accident, misuse, water, power surge, vandalism or unsupported equipment.

3.3 Service boundary

Integrated Retail will reasonably coordinate dependencies but the SLA does not make Integrated Retail responsible for customer LAN/WAN, internet service, PoE switches, power, firewall, third-party CCTV streams, building access, cloud services outside the contracted solution, courier performance, customs clearance or manufacturer engineering timelines.

VALID CASE A case must identify the customer, affected site/device, observed time, business impact, contact person and reasonable diagnostic evidence. The clock may be paused until minimum information or access is supplied.

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4. Geographic Coverage and Business Hours

Country

Standard local hours

Time zone

Public holidays

Indonesia

09:00–18:00, Monday–Friday

Applicable local Indonesian time for the supported site/entity

Official holidays observed by the servicing entity

Malaysia

09:00–18:00, Monday–Friday

MYT (UTC+8)

Malaysian public holidays observed by the servicing entity

Singapore

09:00–18:00, Monday–Friday

SGT (UTC+8)

Singapore public holidays

Thailand

09:00–18:00, Monday–Friday

ICT (UTC+7)

Thailand public holidays

4.1 A Business Hour is an hour falling within the applicable country’s Standard local hours. A Business Day excludes Saturday, Sunday and the public holidays applicable to the Integrated Retail entity providing the service.

4.2 For a multi-country case, the Order Form will identify the governing service desk and clock. If it does not, the clock follows the country where the affected site is located.

4.3 Essential Care and Professional Care are delivered during Business Hours unless an add-on is purchased. Enterprise Care may include 24×7 P1 coverage only when the Order Form identifies the hotline, authorised contacts, commencement date and response target.

24×7 LIMIT Automated monitoring may run continuously, but continuous monitoring does not itself create 24×7 human response. Only Enterprise Care can include a 24×7 response.

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5. Service Plans and Entitlements Summary

Capability / rate

Essential Care

Professional Care

Enterprise Care

Indicative price

USD 12/device/month

USD 29.90/device/month

Customer-specific quotation

Support mode

Reactive shared desk

Managed local support

Tailored managed service

Response basis

Best-effort targets

Contractual Business-Hour SLA

Contract-specific; optional 24×7 P1

Dedicated Account Manager

N/A

Dedicated service/account manager

Initial remote setup/tuning

Included when pre-booked

Included

Included with rollout governance

System configuration

Standard

Managed

Managed and controlled

Proactive alerts / daily health

Included where telemetry exists

Included with exception review

Enhanced rules and escalation

L1 / L2 remote diagnosis

Included

Prioritised

Prioritised / specialist allocation

Reverification / reconfiguration

USD 85/device

USD 65/ device at discounted rate

Inclusive

Network reconfiguration

USD 90/device

USD 65/ device at discounted rate

Inclusive

Server, firmware and reporting maintenance

Included for supported platform

Included

Included with change planning

Analytics Manager V9 / standard reports

Included with active licence

Included

AI apps / predictive analytics

Not included

Optional

Enterprise scope only

Report customisation / engineering

USD 300/report

USD 150 per report

Contracted allowance / rate card

Online operational / IT training

USD 60/hour

USD 50/hour

Contracted training plan

Engineer call-out

From USD 450, up to 2 hours

Country rate / allowance

RMA / spare stock

Standard RMA; no reservation

Priority RMA; stock if ordered

Advance replacement and reserved stock if contracted

*Included engineering hours apply per annual customer contract, expire at term end and exclude on-site work, new AI model development, third-party fees and major integrations. All rates are indicative, exclusive of tax/travel/freight, and binding only when stated in the Order Form.

5.1 Entitlements apply only while fees and licences are current. 5.2 Professional Care is the recommended managed-support plan. 5.3 Enterprise scope, 24×7 coverage and service credits require express Order Form selection.

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6. Support Organisation: L1, L2 and L3

Level

Primary owner

Responsibilities

Typical exit

Integrated Retail service desk

Known fix, customer action, L2 escalation or closure.

Manufacturer / development specialist

Advanced diagnostics; remote configuration; data-upload/API review; accuracy triage; firmware and installer coordination; RMA validation.

Restoration, on-site recommendation, change request or L3 escalation.

Manufacturer / development specialist

Product defect, firmware, cloud platform, advanced AI and engineering investigation.

Workaround, fix, release plan, RMA authorisation or limitation statement.

6.1 Integrated Retail remains the customer-facing case owner when L3 is engaged. 6.2 L3 engineering response and fix dates are not guaranteed unless a specific back-to-back manufacturer commitment is attached. 6.3 The Customer must not open duplicate manufacturer cases without informing Integrated Retail, as duplication may delay ownership and measurement.

Functional escalation path

1.Customer authorised contact submits case.

2.L1 verifies minimum information and impact.

3.L2 performs technical triage and restoration work.

4.L3 is engaged with a complete diagnostic package when product-level action is required.

Integrated Retail communicates status and coordinates closure.

7. Incident Intake and Lifecycle

Stage

Integrated Retail action

Customer obligation

Log

Create case and acknowledgement.

Use approved channel and provide required identifiers.

Validate

Confirm scope, impact, priority and coverage.

Provide access, contact and evidence.

Diagnose

Perform L1/L2 checks; identify dependency.

Maintain safe remote or on-site access.

Restore

Apply workaround, configuration, replacement or recovery action.

Approve operational workaround where reasonable.

Resolve

Implement permanent fix or document accepted limitation.

Validate recovery and advise of recurrence.

Issue closure summary; retain record.

Raise a reasoned objection within five Business Days.

7.1 Cases may be submitted through the portal, designated support email or plan-specific phone/hotline. Social-media messages and personal messaging accounts are not approved channels unless the Order Form says otherwise.

7.2 Duplicate reports for the same root cause may be consolidated. Related child cases inherit the major case’s communications but retain site/device records.

7.3 The Service Clock pauses while Integrated Retail awaits customer information, credentials, physical access, approvals, safe work arrangements, third-party action controlled by the Customer, or payment for chargeable work.

7.4 A case can be closed when service is restored, the request is fulfilled, the issue is outside scope, the Customer accepts a workaround, or the Customer does not respond after three documented follow-ups over five Business Days.

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8. Priority Classification

Priority

Impact definition

Representative examples

Not normally this priority

P1 Critical

Complete or widespread outage of a business-critical production service; no reasonable workaround.

Entire critical site/estate unavailable; platform-wide processing failure; severe confirmed security event.

Single device where other entrances continue; report request; historical correction.

P2 High

Major degradation of important functions, sites or multiple devices; service partly available or workaround exists.

Multiple devices offline; substantial upload delay; core dashboard/API materially degraded; serious reporting anomaly.

Cosmetic display issue; new dashboard; planned configuration.

P3 Normal

Limited impact, isolated fault or non-urgent supported issue.

Single non-critical device; access issue; minor data/display problem; standard configuration assistance.

New integration, new AI behaviour, relocation or project work.

Service Request

Planned information, access, configuration or change; not an Incident.

New user, report, training, relocation, integration, AI feasibility request.

Unplanned interruption to an existing Covered Service.

8.1 Integrated Retail may reclassify priority after assessment and will explain material changes. 8.2 Priority is based on verified business impact, affected scope, operating criticality and workaround availability. 8.3 The Customer must maintain current authorised escalation contacts. 8.4 A P1 case requires continuous reasonable cooperation from the Customer; otherwise it may be downgraded or the clock paused.

9. Response and Update Commitments

Priority

Essential Care target

Professional Care commitment

Enterprise Care default*

Status-update cadence

Next Business Day

2 Business Hours

60 minutes, 24×7 only if ordered

Essential: daily; Professional: every 4 Business Hours; Enterprise: every 2 hours

2 Business Days

4 Business Hours

2 Business Hours during contracted coverage

Essential: every 2 Business Days; Professional: daily; Enterprise: every 4 coverage hours

3 Business Days

1 Business Day

4 Business Hours during contracted coverage

As material progress occurs; at least every 2 Business Days for open active work

Service Request

5 Business Days to assess

3 Business Days to assess

As stated in Order Form

Milestone based

Enterprise response targets are defaults for quotation design and are binding only when repeated in the signed Order Form. “24×7” applies to P1 only unless wider coverage is expressly purchased.

9.1 Initial Response means substantive engagement by a qualified support resource. 9.2 Acknowledgement is targeted within 30 minutes for portal/email automation but is not the contractual Initial Response. 9.3 Status-update cadence is measured while a case is active; an update may state that L3, courier or customer action is pending. 9.4 Missed status updates do not create separate credits from the underlying case.

NO AUTOMATIC RESOLUTION GUARANTEE The above table commits response and communication. Restoration and permanent Resolution remain targets because they may depend on diagnosis, access, parts, manufacturer engineering and third parties.

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10. Restoration and Resolution Management

10.1 Integrated Retail will use commercially reasonable efforts to restore Covered Services as quickly as practicable. Restoration may be achieved by workaround, failover, configuration reversal, data replay, temporary device substitution or replacement.

Priority

Restoration objective

Resolution approach

Continuous active coordination during covered hours until restored, downgraded or awaiting an external dependency.

Root-cause review and permanent corrective plan where technically available.

Prioritised diagnosis and reasonable workaround during covered hours.

Corrective action, maintenance release, replacement or planned change.

Scheduled diagnosis within normal workflow.

Known fix, configuration, advice or planned maintenance.

Service Request

Not applicable.

Estimate, quotation, change order or fulfilment date.

10.2 Historical data recovery is not guaranteed unless the relevant source retained and can replay the data. 10.3 A workaround may be accepted as Restoration even if a permanent fix remains open. 10.4 A product limitation, unsupported use case or accuracy expectation outside approved conditions may be resolved by documented explanation rather than software change.

Problem management

· Recurring or related incidents may be consolidated into a problem record.
· Root-cause analysis is normally provided for material P1 incidents under Professional and Enterprise Care.
· Corrective actions may include customer actions, product roadmap items or separately chargeable redesign.
· A target release date is not guaranteed until confirmed by the responsible development owner.** **

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11. Escalation and Major Incident Management

Trigger

Operational escalation

Management escalation

P1 accepted

Immediate L2 assignment; L3 engaged when evidence supports.

Service manager notified under Professional; enterprise manager under Enterprise.

Response target at risk

Reassign or add resource; verify dependency and clock.

Escalate to support lead.

Material multi-site impact

Create parent major-incident record and consolidated updates.

Customer incident lead and Integrated Retail management bridge.

Extended unresolved impact

Review workaround, replacement and vendor options.

Executive review frequency as contracted.

Customer dissatisfaction

Independent priority and scope review.

Account owner and service manager action plan.

11.1 Enterprise Care may include a 24×7 P1 hotline. Only Customer-nominated authorised contacts may use it. Misclassified hotline calls may be transferred to Business-Hour handling.

11.2 A major-incident bridge will be opened when practical for widespread P1 impact. Integrated Retail controls attendance to protect efficient diagnosis and confidential information.

11.3 Communications will identify known impact, actions completed, next actions, owner, dependencies and next-update time. Early information may be provisional and corrected as investigation progresses.

Post-incident review

For qualifying P1 incidents under Professional or Enterprise Care, Integrated Retail will target a written review within ten Business Days after restoration, subject to availability of manufacturer and third-party findings. The review is operational and without admission of liability.

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12. Proactive Monitoring and Health Checks

12.1 Integrated Retail uses the support portal and Issue Tracker as the formal communication and preventive-maintenance record for accuracy, data, connectivity, reports and related support matters. Resolved fixes may be documented and converted into repeatable or automated handling. Support tools and workflows may be updated from time to time without materially reducing contracted service.

Preventive-maintenance item

Description / action

Service KPI or target

General enquiry

System infrastructure, use and standard configuration guidance.

Initial response within 24 Business Hours

Manufacturer platform availability

FOOTFALLCAM Analytics Manager server accessibility; manufacturer-supported checks.

98% reference availability, subject to Section 19 exclusions

Daily device health check

Automated notification where a device loses server connection; Customer checks power/LED/network and reports evidence.

Exception reviewed within 24 Business Hours

Device live view

Check for obstruction or unusable view; remote access where authorised.

Review within 24 Business Hours

Data trend / integrity

Review discrepancies between expected and collected trends over an appropriate period.

Review within 24 Business Hours

Accuracy concern

Review configuration, environment and samples; recalibration may be chargeable for customer-side causes.

Assessment targeted within 7 Business Days

Initial accuracy audit

Initial calibration and representative sample collection under the project acceptance method.

Calibration within 24 Business Hours; sample collection target 3 Business Days

Recurring fault prevention

Record verified fix, knowledge article, rule or automation where practical.

Reviewed during service-review cycle

12.2 KPI periods begin only after a valid ticket, required access and diagnostic evidence are available. Availability is measured using manufacturer/platform records and is not an Integrated Retail guarantee where the platform is manufacturer-controlled. Monitoring does not constitute continuous human video observation or guarantee detection of every obstruction, drift or accuracy issue.

12.3 The Customer remains responsible for power, network, physical inspection and timely cooperation. Integrated Retail may suppress duplicate alerts and tune thresholds. If telemetry, credentials or access are unavailable, the affected obligation and clock are suspended.

PRIVACY Video access is limited to what is authorised and reasonably necessary for support, calibration or validation under applicable data-processing terms.

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13. RMA, Warranty and Replacement

13.1 Standard warranty. FOOTFALLCAM hardware supplied by Integrated Retail carries a one-year limited manufacturer warranty from the applicable commencement date stated in the Order Form, limited to validated Manufacturing Faults under normal intended use.

Included Manufacturing Fault

Excluded condition

Defect in materials or workmanship confirmed through diagnostics or inspection.

Accident, misuse, neglect, vandalism, theft or unauthorised modification.

Failure under approved electrical, environmental and installation conditions.

Power surge, lightning, water, fire, pests, excessive heat/humidity or unsuitable enclosure.

Manufacturer-confirmed component failure.

Customer/third-party cabling, PoE, network, camera, mounting or internet failure.

Approved firmware/hardware defect requiring replacement.

No-fault-found return, cosmetic damage, consumables or normal wear.

RMA process

The customer opens a case and completes remote diagnostic cooperation.
Integrated Retail validates likely hardware fault and warranty status.
Return/advance-replacement route is confirmed according to the Service Plan.
Customer returns the defective device, accessories and identifiers as instructed.

5. Manufacturer or Integrated Retail confirms replacement, rejection or chargeable outcome.

13.2 Integrated Retail may charge diagnostic, freight, customs, repair or replacement costs for excluded or no-fault-found returns. 13.3 Replacements may be new or functionally equivalent refurbished units where legally permitted and manufacturer-approved. 13.4 Replacement does not restart the original warranty unless mandated by law or expressly stated.

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14. Contractually Reserved Spare Stock

14.1 Reserved Spare Stock is available only where the Order Form identifies device model, quantity, storage country, ownership, replenishment obligation, dispatch target, fee and review date. It is not created merely by selecting Professional or Enterprise Care.

Model

Reserved quantity

Storage country

Dispatch target

14.2 Professional Care may purchase access to shared buffer stock, but availability is not guaranteed unless stock is contractually reserved. Enterprise Care may include reserved stock after commercial review.

14.3 Dispatch targets begin only after fault validation, delivery details, authorised recipient and any required security/access information are complete. Delivery time is not guaranteed and excludes courier delay, customs, weather, remote-area restriction and denied site access.

14.4 The Customer must return the defective unit within ten Business Days after receiving an advance replacement unless the Order Form states otherwise. Failure may permit Integrated Retail to invoice the replacement at then-current price.

14.5 Stock levels will be reviewed quarterly or after material deployment change. Recommended planning reference: 1–2% of the covered installed base or a minimum of two units per relevant country, adjusted for criticality and supply lead time.

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15. Accuracy, Calibration and Data Quality

15.1 Counting and AI performance depend on approved mounting, field of view, lighting, crowd behaviour, network/video quality, configuration and environmental stability. Accuracy must be assessed against an agreed methodology and representative sample.

Support incident

Change / professional service

Previously accepted standard function materially ceases to operate under unchanged approved conditions.

New camera angle, entrance layout, ceiling height, lighting, store process or device relocation.

Data upload stops despite verified customer network and power.

New accuracy threshold, audit methodology or historical reprocessing request.

Configuration unexpectedly resets or supported calibration becomes unavailable.

Extended manual validation, ground-truth study or project acceptance exercise.

Confirmed software defect affects existing agreed output.

New object, demographic, behaviour, loss-prevention or cross-camera scenario.

15.2 Integrated Retail may request recorded samples, manual counts, transaction records or temporary access. Customer-supplied ground truth must be complete, time-aligned and collected using an agreed method.

15.3 Accuracy tuning following installation is governed by the project acceptance scope. Ongoing support does not include unlimited re-auditing or retraining. Where physical conditions changed, Integrated Retail may propose site work, redesign or a change order.

15.4 No AI or counting system is represented as infallible. The Customer must not use outputs as the sole basis for safety-critical, employment-disciplinary, legal or high-impact decisions without appropriate review.

16. Reports, Integration and AI Customisation

Request

Classification

Commercial treatment

Existing standard dashboard fails

Incident

Handled under applicable priority.

New user / standard access

Service Request

Included within reasonable administration limits.

New dashboard using standard fields

Service Request / minor change

Quoted or consumed from report allowance.

New API, dataset or business logic

Change Request

Discovery, estimate and professional-services order.

Existing contracted AI model fails

Incident after validation

Support investigation; environment changes excluded.

New object, behaviour or scenario

AI feasibility request

Paid feasibility, dataset and model-development scope.

Model retraining after customer change

Change Request

Quoted unless allowance expressly applies.

16.1 An Enterprise allowance is a capped pool of named services, not unlimited development. Unused hours expire at the end of the service term unless the Order Form allows carry-forward.

16.2 Change requests require documented requirements, data availability, privacy basis, acceptance criteria, estimate, dependencies and authorised approval. A feasibility exercise does not guarantee a production model or target accuracy.

16.3 Customer data used for custom work remains subject to the applicable data-processing and confidentiality terms. The Customer warrants that it has authority to provide relevant footage, labels and datasets.

INCIDENT VS CHANGE A failure of an agreed existing capability is support. A request to make the solution do something new, use new data, or operate in changed conditions is a change.

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17. Training and Service Reviews

Activity

Essential

Professional

Enterprise

Knowledge base / user guides

Included

Initial standard user orientation

As project scope

Remote refresher training

Chargeable

One annual session unless ordered otherwise

Scheduled plan / allowance

Administrator training

Chargeable

Optional

Included if stated

Service review

Not included

Monthly or quarterly as selected

Monthly; executive review optional

Custom training material

Chargeable

Allowance if stated

Service review agenda

· Estate health: online/offline status, recurring faults and data continuity.
· Incident performance: volume, priority, response attainment, ageing and root causes.
· RMA and stock: open returns, dispatches, replenishment and forecast.
· Accuracy/data quality: validated anomalies, environmental changes and audit needs.
· Change pipeline: reports, integrations, AI models, rollouts and risks.
· Actions: owner, due date and business decision required.

17.1 Professional Care includes either monthly or quarterly reviews as stated in the Order Form. If unspecified, quarterly applies. 17.2 Review meetings are governance activities and do not replace case submission. 17.3 Rescheduling requires at least two Business Days’ notice; repeated non-attendance does not extend the term or create service credits.

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18. Customer Responsibilities

· Maintain supported power, PoE, cabling, network, firewall, internet and third-party CCTV conditions.
· Maintain accurate site, device, licence, contact and escalation records.
· Use authorised support channels and provide safe, timely remote or physical access.
· Provide complete symptoms, timestamps, business impact, screenshots, logs and relevant samples.
· Back up customer-controlled data and configurations according to its own policies.
· Prevent unauthorised changes and follow supported installation/operating guidance.
· Notify Integrated Retail before relocation, renovation, camera change, network change or security control affecting service.
· Maintain lawful authority for any video, personal data, employee data or transaction data used in support.
· Return RMA units promptly and package them according to instructions.
· Pay undisputed fees and renew required licences/subscriptions.

18.1 Failure to perform a responsibility may suspend the relevant obligation, pause the Service Clock, exclude the event from measurement or make remedial work chargeable. Integrated Retail will identify the dependency where reasonably possible.

18.2 The Customer must appoint a primary service owner and at least one backup. Enterprise 24×7 coverage requires a maintained list of authorised P1 callers and decision-makers.

Customer role

Name / contact

Authority

Service owner

[Insert]

Priority confirmation, governance and approval

Technical contact

[Insert]

Access, network and diagnostics

24×7 P1 contact (Enterprise only)

[Insert]

Major-incident decisions

Commercial approver

[Insert]

Change and charge approval

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19. Exclusions, Maintenance and Dependencies

19.1 Excluded time and events

· Scheduled maintenance notified at least 24 hours in advance where practicable.

· Emergency maintenance required for security, stability or material risk.

· Force majeure and events outside reasonable control.

· Customer or third-party power, network, internet, cabling, camera, integration or access failure.

· Unsupported hardware, software, firmware, browser, configuration or unauthorised modification.

· Beta, trial, proof-of-concept or free services unless expressly covered.

· Suspension for non-payment, expiry, unlawful use or security risk.

· Waiting time for customer evidence, access, approval or customer-controlled third party.

· Courier, customs, border, weather, civil disruption or remote-delivery delay.

19.2 Planned maintenance should normally occur outside peak operating periods where practical. Notice will describe affected service, expected window and contact route. Emergency maintenance may occur without advance notice where delay would create material security or stability risk.

19.3 Integrated Retail will support reasonable coordination with third parties but does not assume their contractual obligations. Where a third party is the root cause, the case may remain open for coordination while its time is excluded from SLA measurement.

19.4 Security events may require temporary restriction, credential reset, isolation or service suspension. Such protective action is not downtime where reasonably necessary to prevent harm.

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20. Allocation, Billing, Termination and Change Control

20.1 Automatic charge commencement. A device becomes chargeable automatically on its Allocation Date. No separate purchase confirmation, support request or first use is required. Portal/server records are the primary usage record, subject to manifest error correction.

20.2 Approved exceptions. A POC, trial, delayed rollout or other waiver applies only if requested before or promptly after allocation and approved by Integrated Retail in writing, identifying devices, reason, waiver start and end dates. At waiver expiry, normal charges begin automatically unless deallocation is confirmed.

Billing event

Treatment

Annual advance payment

Customer prepays the agreed annual Support Balance before service commencement or renewal.

Monthly usage calculation

At each monthly close, Integrated Retail calculates actual chargeable device-days or device-months from portal allocation records and deducts the amount from the Support Balance.

Carry-forward

The unused Support Balance carries forward month to month within the active service term and is applied to later actual usage.

New allocation

Charges begin on the Allocation Date and are prorated using the method stated in the Order Form.

Deallocation

Charges stop on the confirmed Deallocation Date. Any resulting unused balance is recalculated and carried forward as credit; it is not automatically refunded in cash.

Insufficient balance

Customer must top up in advance. Integrated Retail may suspend support, SLA commitments or portal services after notice if the balance is insufficient.

POC / waiver

Non-chargeable only for the approved devices and approved waiver period.

Reactivation

After termination or deallocation, reactivation is subject to validation, payment of arrears and a standard USD 40 per-device reactivation fee, unless the Order Form states another amount.

20.3 Deallocation. The Customer must submit a valid request identifying serial number, site and requested date. Deallocation is effective only when confirmed by Integrated Retail. A powered-off, offline, unused, relocated, spare or warehoused device remains chargeable until that confirmation.

20.4 Termination and non-renewal. The Customer may terminate or elect not to renew by giving at least 30 days’ written notice before the intended date, subject to the minimum term, committed fees and other contract terms. Integrated Retail will reconcile actual usage, approved credits, arrears and the remaining Support Balance. Except where required by law or expressly agreed, unused balance is applied as account credit and is not refundable in cash.

20.5 Reactivation. Reactivation is not automatic and may require updated subscription, firmware/configuration review, data continuity checks and recalibration. Fees are payable in advance and the original SLA clock does not run during reactivation work.

20.6 Change control. New reports, integrations, AI models, coverage changes and other out-of-scope work require written requirements, assessment, quotation and authorised approval. Operational email does not itself create new entitlement, price or liability.

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21. Commercial Framework and Change Control

21.1 Fees should be quoted through a hybrid structure: annual base account fee + per-device recurring fee + selected service modules. Volume, geography, coverage hours, site criticality, integrations, travel and reserved stock affect price.

Commercial component

Essential

Professional

Enterprise

Base support

Included with qualifying subscription or entry fee

Annual minimum account fee

Custom managed-service fee

Per-device charge

If quoted

Per device/month or annual

Volume/estate pricing

24×7 P1

Unavailable

Optional module

Reserved stock

Unavailable

Optional shared-stock access

Contractual reserved-stock module

On-site support

Time and materials

Discounted / allowance optional

Allowance or dedicated rate card

Custom reports / AI / integration

Separate quotation

Bundles or discounted rate

Capped allowance and change orders

21.2 Fees are exclusive of applicable tax, freight, customs, travel, accommodation and third-party charges unless stated. 21.3 Support term is normally 12 months and renews only as the commercial agreement provides. 21.4 Integrated Retail may adjust renewal pricing on notice stated in the Order Form.

Change control

1. Record requirement, business outcome and affected estate.

2. Classify as incident, service request or change.

3. Assess effort, risk, dependencies, data/privacy and acceptance criteria.

4. Issue estimate or change order for authorised approval.

5. Schedule, deliver, test and document acceptance.

NO SCOPE BY EMAIL Operational email may clarify a requirement but does not create new entitlement, price or liability without authorised written change approval.

** **

22. Legal and Signature Schedules

22.1 Term, termination and survival

This SLA begins on the Effective Date and continues for the service term in the Order Form. Suspension or termination rights, confidentiality, intellectual property, data protection, liability and dispute terms follow the master agreement. Provisions intended by nature to survive—including fees, confidentiality, data handling, limitations and accrued rights—survive termination.

22.2 Limitation and governing law placeholders

The final issued SLA must identify the contracting Integrated Retail entity, governing law, dispute forum, aggregate liability cap, excluded losses, data-processing terms and any mandatory local consumer or commercial protections. These matters require counsel review for Indonesia, Malaysia, Singapore and Thailand and should not be inferred from this operational draft.

Schedule 1 – Order Form minimum fields

Required field

Agreed entry

Selected plan and term

[Insert]

Covered entity/countries/sites/devices

Portal allocation records + attached estate list

Allocation/proration method

[Device-day / monthly proration]

Annual advance Support Balance

[Currency and amount]

Per-device monthly support rate

[Insert by plan / volume band]

POC or waiver devices and period

[Insert or “None”]

Deallocation notice/process

Section 21; designated channel: [Insert]

Reactivation fee

USD 40 per device unless otherwise agreed

Coverage hours / response commitments

[Insert or reference Sections 4 and 9]

Service-review cadence

☐ Monthly ☐ Quarterly

Reserved stock / custom allowance

[Insert or “None”]

Support channels and authorised contacts

[Insert]

Execution

For Integrated Retail

For Customer

Name: ______________________________ Title: _______________________________ Signature: ___________________________ Date: _______________________________

END OF SERVICE LEVEL AGREEMENT • Review Draft v1.0