On-Premise Support Service Level Agreement

PRIME Care

Primeleaf Consulting offers an annual technical support and product upgrade contract known as "PRIME Care". This agreement entitles the customer to an array of support and upgrade services to ensure maximum value from their document management software. This section describes the Service Level Agreement (SLA)

Support Methodology

Customer are supported using remote support services such as the telephone, e-mail and, with customer approval, by logging on to the customers system using remote control software. Support is available from 10:30 AM to 6:30 PM IST Monday to Friday and on weekends and evenings by prior arrangement.

The support process starts when a software user contacts their internal help desk or IT support department. If the customers internal support cannot help and determines the problem is related to the document management software they will register the issue by emailing to support@krystaldms.in. This service is available for customer’s technical support staff 24 hours per day, 7 days per week. The support email is monitored by Primeleaf - KRYSTAL DMS technical staff up to 16 hours per day, Monday to Friday. Technical support is generally provided during regular business hours, between 10:30am IST and ending at 6:30pm IST.

Issue Severity Definitions

Following are the levels of issue severity:

1. Level 1 - Global severity - affects all users
2. Level 2 - User severity - affects one user
3. Level 3 - Non-critical Severity - A cosmetic issue, no effect on users

Support Response Time

All support issues registered on the document management support email receives will be responded to, by a technical support team member, by no later than noon of the next business day. In the response it will be determined if the problem is related to the document management software or a 3rd party application and a Severity level will be established.

If the source of the problem is outside the control of Primeleaf, the customer will be advised accordingly and best efforts will be made to notify the party / parties responsible and cooperate with them to resolve such problem.

If the problem is within the control of Primeleaf the following responses are made:

• Level 1- Global severity: Technical e-mail communication will be initiated with the customer within 4 hours of severity determination. Continuous best efforts will be made to resolve the problem or until service is restored or until an interim remedy is implemented. The resolution objective is 1 business day.
• Level 2- User severity: The source e-mail communication will be initiated with the customer within 8 hours of severity determination. Best efforts to resolve the problem will be made with a resolution objective of 3 business days.
• Level 3- Non Critical severity. E-mail communication will be initiated with the customer within 16 hours of severity determination. Communication of the request will be made clear to the customers but resolution may wait until a future product release. If it is a product enhancement / future feature request the customer will be referred to Suggest a Feature .

Scope of Services

The Services covered under this Maintenance Agreement are limited to those explicitly described herein. Any service not specifically mentioned as an inclusion shall be deemed excluded.

Scope Inclusion:

The following services are included under this Maintenance Agreement and shall be provided by PRIMELEAF during the term of the Agreement:

1. Scheduled Maintenance and Product Updates
   • Provision and deployment guidance (remote) for periodic software maintenance releases, security patches, and minor version updates of the KRYSTAL Document Management System.
   • Preventive maintenance activities intended to ensure continuous and stable system performance.
   • Updates shall be limited to standard product releases made generally available to all customers by PRIMELEAF.
2. Database optimization
   • Routine database health checks and performance tuning recommendations.
   • Optimization tasks aimed at improving the responsiveness and efficiency of the KRYSTAL Document Management System database.
   • Identification of performance bottlenecks and suggestions for corrective actions.
3. Re-indexing of Document Classes
   • Re-indexing activities for document classes where required to ensure accurate searchability and metadata integrity.
   • Monitoring index health and recommending corrective steps if degradation is detected.
4. Technical Support
   • Assistance via email/phone/remote session for issues directly related to the KRYSTAL Document Management System’s standard functionality.
   • Troubleshooting and reporting on product-related defects.

Scope Exclusion

The following activities are explicitly excluded from the scope of this Maintenance Agreement. If required, such services may be provided under a separate Professional Services Agreement and subject to additional charges:

1. Infrastructure-Related Services
   • Deployment, configuration, or maintenance of any hardware, network equipment, load balancers, firewalls, storage systems, virtualization platforms, or database clusters.
   • Installation, configuration, or tuning of system software such as operating systems, database servers, or third-party middleware.
2. Custom Development or Integrations
   • Development of new features, customizations, modules, plugins, or bespoke enhancements to the KRYSTAL Document Management System.
   • Modification, customization, or coding work for any third-party applications (e.g., Microsoft Dynamics, SAP, ERP/CRM systems, workflow engines, or other external systems).
   • Development or maintenance of integrations, APIs, or connectors not included in the standard KRYSTAL product.
3. SSL Certificate Deployment and Security Infrastructure
   • Procurement, installation, or renewal of SSL certificates, reverse proxies, or any related secure communication infrastructure.
   • Configuration of application servers or web servers (e.g., IIS, Apache, Nginx) beyond providing general guidance.
4. Data Migration or Bulk Data Processing
   • Importing, exporting, migrating, transforming, or restructuring customer data unless explicitly contracted separately.
   • Recovery of customer data lost due to issues outside the KRYSTAL product.
5. Customer-Controlled Environment Issues
   • Issues arising from misconfiguration, misuse, or modifications made by the Customer or third parties.
   • Problems caused by unsupported versions of databases, operating systems, third-party software, or changes made without PRIMELEAF’s approval.
6. On-Site Support
   • Any on-site visits, physical presence, or in-person troubleshooting unless mutually agreed under a separate engagement.

General Limitations

PRIMELEAF shall only be responsible for services directly related to the KRYSTAL Document Management System operating in a supported environment. PRIMELEAF shall not be liable for failures, degradation, or downtime caused by third-party systems, customer infrastructure, network failures, cybersecurity incidents, force majeure events, or any modifications not performed or authorized by PRIMELEAF.

Escalation Policy

If a customer feels the support response times are not being met or the problem is not being addressed, they may initiate direct contact with following.

Email	Designation	Contact Number
support@krystaldms.in	Tech Support	+91 22 2447 3373
gaurav.kubadia@primeleaf.in	Manager - Tech Support	+91 96996 16461
prasanta.b@primeleaf.in	Head – Implementation & Projects	+91 99330 78295
krystal@primeleaf.in	Director - Technology	+91 70210 40469

Security Compliance & Audit Disclaimer

The Company shall make commercially reasonable efforts to address product-level security vulnerabilities identified through standard security assessments, including VAPT exercises. However, as the product may be deployed within customer-managed infrastructure and environments, the Company does not warrant or guarantee complete compliance with customer-specific audit requirements, statutory obligations, regulatory interpretations, or timelines for closure of all audit observations.

Compliance outcomes may depend on factors outside the Company's control, including customer infrastructure, third-party software/components, deployment architecture, configuration practices, environmental hardening, and organizational security policies. Remediation commitments shall be limited to issues attributable directly to the core product functionality as determined by the Company following technical assessment.

Customer Responsibilities

The PRIME Care document management support program is a powerful tool but to make it work best the customer must follow normal IT practices in protecting their data. The following are a few "best practice" suggestions:

• Report all problems to the support case reporting system immediately.
• Back up all data on a daily, weekly and monthly basis including SQL Databases, File Directory Storage Paths and other critical system files.
• Ensure routine maintenance is done to the server hardware.
• Ensure Microsoft and other service packs and updates are tested and applied to the server to maintain best practices operating conditions.

Other Features of the PRIME Care Program

Software Upgrades: Customers on PRIME Care have access to any hot-fixes, service packs, dot releases or major releases of software that become available while under contract. If there are no changes to the existing server or operating system the technical support for upgrades is provided at no additional charge.

Reporting: PRIME Care maintains a status report of open and past support issues including; issue number, problem category, severity, user name, territory code, date received, status, problem description and next action description. A customer may ask for a review of their support incidences including our response at any time.

Addition of licenses: Customers on PRIME Care can add new users to the system at any time, (a minimum of 5 users) at no administration charge other than the cost of the license. The cost of the PRIME Care contract is pro-rated on new licensing to the master agreement anniversary date.

Terms & Conditions

Term: The PRIME Care Agreement runs for 12 months from the day the KRYSTAL - DMS server software is installed (the license issued). The contract start and end date will be clearly stated on the invoice.

Termination of support services: The PRIME Care contract may only be terminated by Primeleaf Consulting in advance of the contract expiry in which case Primeleaf will refund a prorated portion of the annual service contract. The customer may terminate by not renewing the annual contract.

Eligibility: In order to remain on PRIME Care customers with standard version of KRYSTAL - DMS must remain no more than 1 release behind the most current release of KRYSTAL - DMS.

Server and Operating Systems Upgrades: PRIME Care does not cover the re-installation of KRYSTAL - DMS as a result of customer server or operating system upgrades or catastrophic failure. There will be professional service fees for assistance in this re-installation. If these upgrades are done at the same time as a KRYSTAL - DMS upgrade the charges may be reduced.

Understandings that bind Primeleaf Consulting that are not expressly stated: Notwithstanding any other provisions our total and exclusive liability is no more than the unused portion for the annual PRIME Care contract. The program is provided on an "as is" bases, we do not warrant that the service will be uninterrupted, error free, or completely secure. As we do not control the flow of data or the performance of data over the Internet, which our software is dependent upon, actions or in actions of 3rd parties can impair or disrupt yours and our connections to the Internet.

If you have any questions or concerns about PRIME Care forward your comments to support@krystaldms.in. The V.P. of Customer Services will receive your message and respond.