International Loyalty Technical Support Policy

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Effective December 1st, 2025

This SaaS Technical Support Policy (the “Policy”) applies to the support provided by PDI as part of the International Loyalty program. This Policy is subject to change at PDI’s discretion; however, policy changes will not result in a material reduction in the level of the services provided for supported programs during the applicable Order Form Term.

1. General

1.1 “Technical Support” consists of operational assistance and support provided by PDI in its reasonable judgment, so that (i) the Product or Service provided under the agreement with PDI (“Agreement”) may operate satisfactorily, and (ii) if applicable, Customer installed PDI’s client software necessary for the delivery of such Product or Service operates according to the related documentation. Technical Support will be performed in a timely and professional manner by qualified support engineers in accordance with this Policy.

1.2 PDI will provide Technical Support as long as the Customer is current on payment of applicable fees pursuant to the Order Form to the Agreement, and is otherwise materially compliant with the terms and conditions of the Agreement for the applicable Order Form Term.

1.3 Technical Support will be provided for the International Loyalty program as included in the Agreement or applicable Order Form(s).

1.4 Customer may be required to upgrade to third-party-supported applications and operating systems as required in order to continue receiving Technical Support services from PDI under this Policy.

1.5 PDI will not provide support for any modifications to PDI’s programs which were not performed by PDI staff.

1.6 Customer may designate a maximum of one primary and three backup individuals (“Support Contacts”) to serve as liaisons with PDI Technical Support. Support Contacts should be fully trained in the use and application of the International Loyalty programs. Additional contacts are at the sole discretion of PDI and based upon the business need and conditions set forth above. Customer must notify PDI whenever the list of Support Contacts changes.

1.7 Customer will utilise telephone, email or other notification mechanisms as PDI may designate from time to time, to notify PDI of system availability issues, or request other in-scope Technical Support assistance.

1.8 In order to receive Technical Support, Customer’s Technical Support requests must contain all pertinent information, in English, including but not limited to, Customer number or site identification number, problem severity, service/software name, and problem description. Customer must make best efforts to execute diagnostic routines if provided by PDI and inform PDI of the results. Customer must make reasonable efforts to communicate with PDI in order to verify the existence of the problem and provide information about the conditions under which the problem could be duplicated.

1.9 Service Issue Levels:

  • Loyalty Request 1 Offer Request – Options: Support Assisted/Training Resolution or may incur a cost. Response time within 2 business days.
  • Loyalty Request 2 Promotion Request – Options: Support Assisted/Training Resolution or may incur a cost. Response time within 2 business days.
  • Loyalty Request 3 Data Request – Options: Reasonable & not provided by UI (No Cost) or deemed outside system scope may incur a cost. Response time within 5 business days.
  • Severity 1: A problem that severely impacts your use of the software for production purposes (such as loss of production data or in which your production systems are not functioning). The situation halts business operations and no procedural workaround exists. Response time within 1 hour.
  • Severity 2: A problem where the software is functioning but use for production purposes is severely reduced. The situation is causing a high impact to portions of business operations and no procedural workaround exists. Response time within 2 business hours.
  • Severity 3: A problem that involves partial, non-critical loss of use of the software for production purposes. There is a medium-to-low impact on client business, but business continues to function, including by using a procedural workaround. Response time within 8 business hours.
  • Severity 4: A general usage question, report of a documentation error, or recommendation for a future product improvement. Response time within 2 business days.

1.10 PDI does not guarantee a resolution time as that may vary depending on the nature of the problem. A resolution may consist of a fix, workaround or other solution PDI deems reasonable. PDI will provide continuous efforts (24 x 7 x 365) to resolve Severity 1 service availability issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity. All other requests will be handled during business hours.

2. Support Change Control Policy

2.1 The Support Desk may refer requests for significant changes or additions to functionality, The Support Desk has the right to decline the implementation of a change request if it is considered that it may be detrimental to the system design and operation, either now or in the future, or if it is considered that adequate functionality exists within the application. The Support Desk will also manage the process of defects and enhancements using the Development Request Process (“Change Control”).

2.2 Central to the management of Change Control is the delivery of effective solutions to meet Customer needs, at a reasonable cost and within the required timescale to meet business requirements. Change requests frequently progress through an iterative process with variations in the original requirements as the work progresses, with possible consequent impact on cost and delivery. It is essential therefore that all parties understand the technical and delivery requirements, the commitment of time to activities such as User Acceptance Testing (“UAT”) and the costs for the work to be undertaken.

2.3 A formal process will be applied to the quotation for all changes (where applicable); approval by the Customer/authorised Customer representative, participation in UAT, sign off of the product prerelease and subsequent billing (where applicable). This should ensure Customer satisfaction with the requested development, the effective use of all resources, maintenance of the integrity of the application and effective delivery.