Service Delivery Policy

Najoomi Technologies (SMC-Pvt.) Ltd.

Effective Date: 5th April 2025
Last Updated: 5th April 2025

This Service Delivery Policy (hereinafter referred to as "Policy") governs the delivery of digital services provided by Najoomi Technologies (SMC-Pvt.) Ltd., a private limited company incorporated under the laws of the Islamic Republic of Pakistan, having its principal place of business at Block C-12, Street 43, G-7/4, Islamabad, (hereinafter referred to as "Najoomi", "Company", "we", "our" or "us") to any person or entity that purchases or accesses the Company's software products and associated services, including but not limited to QuickTalk and Xperia (hereinafter referred to as "Customer", "you" or "your").

This Policy forms an integral part of, and shall be read in conjunction with, the Terms and Conditions and any applicable Master Services Agreement or Order Form executed between the parties.

Nature and Scope of Services

• Najoomi provides software-as-a-service (SaaS) solutions through its proprietary platforms QuickTalk and Xperia (hereinafter collectively, the "Services"). These Services are hosted on cloud-based infrastructure and delivered exclusively through digital means via the Internet.
• The Services do not involve the shipment or physical delivery of any goods. Accordingly, all references to "delivery" or "service provision" in this Policy pertain solely to electronic access to software functionalities and associated features made available via user accounts.
• The Services may include, but are not limited to: voice communication tools, AI-based productivity systems, administrative dashboards, analytics platforms, APIs, customer portals, and associated support.

Account Provisioning and Service Activation

• Access to the Services is granted upon the successful execution of a subscription agreement, service order, or other binding arrangement, and, where applicable, the completion of payment by the Customer.
• For enterprise and managed-service clients, accounts shall be created by Najoomi's internal team, and access credentials shall be issued within three (3) business days from the date of contract execution or as otherwise mutually agreed in writing.
• For standard or self-service plans (when made publicly available), Customers may register via Najoomi's online portals, subject to compliance with identity verification, authentication, and payment protocols established by the Company.
• Najoomi reserves the right to withhold or delay service activation in the event of suspected fraud, incomplete documentation, regulatory concerns, or failure to comply with onboarding requirements.

Service Delivery Timelines

The Company will use commercially reasonable efforts to ensure timely activation and uninterrupted access to the Services. However, Najoomi shall not be held liable for delays caused by:

• Inaccurate or incomplete Customer information;
• Payment verification or processing issues;
• Scheduled or unscheduled maintenance;
• Force majeure events (as defined under applicable law);
• Network or infrastructure outages attributable to third-party providers.

Customers will receive formal notification by email or portal alert upon successful activation of their subscription and user credentials.

Availability and Maintenance

• Najoomi endeavors to maintain an average uptime of 99% over any rolling twelve (12) month period, excluding scheduled maintenance, upgrades, emergency fixes, and outages outside Najoomi's reasonable control.
• Routine system maintenance is generally conducted during off-peak hours and Customers will be notified in advance, unless the maintenance is of an emergency nature and prior notice is impracticable.
• Access to the Services may be temporarily suspended for reasons including, but not limited to, security patches, infrastructure upgrades, or compliance obligations.

Modifications to Services

• Najoomi reserves the right to enhance, update, modify, suspend, or discontinue any aspect of the Services or its delivery mechanism at its sole discretion, provided that such changes do not materially reduce the core functionality of a purchased plan during the active subscription term.
• Where substantial changes are anticipated, Najoomi will endeavor to provide at least seven (7) days' prior written notice to affected Customers.
• In cases where modifications materially impact the Customer's usage or business continuity, Najoomi may, at its discretion, offer alternative solutions, prorated refunds, or account credits.

Customer Obligations

• The Customer shall ensure that its users and administrators maintain the confidentiality of login credentials, and promptly notify Najoomi of any unauthorized access or misuse of the Services.
• The Customer shall not use the Services for any unlawful, fraudulent, or abusive purpose, nor shall it resell, sublicense, or transfer access except as expressly permitted in writing by Najoomi.

Support and Escalation

• Standard technical support is available via email at hello@najoomi.com during business hours (Monday to Friday, 9:00 AM to 6:00 PM, Pakistan Standard Time), excluding public holidays.
• For enterprise Customers, enhanced support levels, dedicated account managers, and custom service level agreements (SLAs) may be provided pursuant to separate contractual terms.

Governing Law

This Policy shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan.

Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Islamabad, Pakistan, without prejudice to the Company's right to seek injunctive or equitable relief in any competent jurisdiction.

Acceptance and Updates to This Policy

• By accessing or using Najoomi's Services, you acknowledge that you have read, understood, and agreed to be bound by this Service Delivery Policy, as may be amended from time to time.
• Najoomi reserves the right to revise, update, or modify this Policy at its sole discretion. Any such changes shall become effective upon publication on the Company's official website or notification to the Customer via email or portal alert.
• It is the responsibility of the Customer to review this Policy periodically. Continued use of the Services following any changes shall constitute acceptance of those changes.