(CA-SLA-GL-SUP) Global Customer Service and Support Service Level Agreement (SLA)

ID: CA-SLA-GL-SUP

SLA Summary

At eBen, we recognize that customer service and support are essential to the successful use of our products and services. This Service Level Agreement (“SLA”) outlines the standards, responsibilities, and limitations governing how eBen provides support to its customers (“Customers”).

The purpose of this SLA is to:

• Establish clear expectations regarding the level and scope of support services.

• Define the responsibilities of both eBen and the Customer in the support process.

• Ensure that support services are delivered fairly, consistently, and efficiently.

• Provide transparency regarding response times, escalation procedures, and service limitations.

This SLA forms part of the overall contractual relationship between eBen and the Customer and is subject to the Company’s General Terms and Conditions of Use as well as product-specific terms.

1. Definitions

• Customer: Any individual or organization with an active subscription or agreement with eBen.

• Service Request (SR): A support inquiry submitted by the Customer via the Help Desk Webpage, assigned a unique reference number (“SR#”).

• Business Day / Working Hours: 9:00 AM to 5:00 PM, Sunday through Thursday, UAE local time, excluding UAE national holidays.

• Response Time: The time between the Customer creating an SR and the Company’s acknowledgment of receipt.

• Resolution Time: The time taken to resolve the SR, excluding delays caused by the Customer’s failure to provide necessary information.

• Bug: A confirmed defect in the Company’s software.

• System Limitation: A feature or functionality not supported by the existing technology or design.

2. Scope of Support

eBen provides support for:

• All Technical system issues within eBen products. Including and not limited to eBen Benefits Center (BC), Success Advocate (SA) Vendors Network (VN), Certified Employee Experience Leader (CeeL), and Engagement Community (EC).

• Guidance on the correct use of eBen platforms.

• Clarification of product functionality and processes.

• Account-related inquiries.

The SLA does not cover:

• Training, consulting, or customization services.

• Issues caused by third-party applications, providers, or networks beyond eBen’s control.

• Problems resulting from Customer misuse, negligence, or failure to comply with eBen’s Terms and Conditions.

3. Service Request Process

All Service Requests must be submitted via the Help Desk Webpage. Customers shall receive an acknowledgment email containing the SR# and subsequent updates.

Phone assistance shall only be provided as a secondary support channel and only after a formal SR has been created.

The Customer must provide a clear and detailed description of the issue. eBen may request additional information or documentation as reasonably required. Failure to provide requested details may delay or result in the closure of the SR.

4. Service Levels and Response Times

eBen will make commercially reasonable efforts to meet the following service levels:

• Critical Issues (system unavailable): Response within 4 hours; resolution on best-effort basis.

• High Priority (severe impact, no workaround): Response within 1 Business Day.

• Medium Priority (moderate impact, workaround available): Response within 2 Business Days.

• Low Priority (general inquiries, requests for information): Response within 3 Business Days.

Technical issues that are not classified as bugs or limitations will normally be resolved the same Business Day. Bugs and limitations will be communicated to the Customer, but no fixed resolution timeline shall be guaranteed.

5. Working Hours

Support services are available from 9:00 AM to 5:00 PM UAE time, Sunday through Thursday, excluding UAE public holidays.

Requests submitted outside working hours will be deemed received at the start of the next Business Day.

6. Escalation Procedure

• Service Requests may be escalated internally to senior staff depending on severity.

• Issues requiring third-party intervention (e.g., Benefits Providers, Suppliers, Vendors) will be escalated within three (3) Business Days.

• Complaints about breaches of specific product or service terms may be escalated directly to the relevant supplier upon substantiation.

7. Customer Responsibilities

The Customer shall:

• Maintain accurate and up-to-date contact details (email and mobile number) on at least one eBen platform.

• Provide sufficient detail and supporting documentation when submitting SRs.

• Cooperate with eBen staff and provide clarifications promptly when requested.

• Accept that failure to provide information may result in delays or closure of the SR.

8. Confidentiality and Data Protection

All Customer data provided through SRs shall be handled in accordance with applicable data protection laws. eBen may share Customer contact details with relevant third-party providers strictly for the purpose of resolving the SR.

9. Exclusions

This SLA does not apply to issues arising from:

• Misuse of services, unauthorized modifications, or Customer negligence.

• Third-party systems, integrations, or suppliers not under eBen’s direct control.

• Force majeure events, including internet outages, natural disasters, or government restrictions.

10. Limitation of Liability

While eBen endeavors to provide timely and effective support, it shall not be liable for indirect, incidental, or consequential damages resulting from delays or failure to meet SLA commitments. The Company’s liability shall, in any case, be limited to the fees paid by the Customer for the subscription term in which the claim arose.

11. Refund SRs

Requests for refunds submitted via SRs shall be automatically rejected where the applicable product or service terms and conditions do not permit refunds.

12. Amendments

eBen reserves the right to amend or update this SLA from time to time. Any material changes will be communicated to Customers with a minimum notice period of thirty (30) days.