TECHNICAL SUPPORT POLICY
1. Overview
This Technical Support Policy outlines the guidelines and procedures for the provision oftechnical support services for products/solutions sold by 75F APAC. We are committed toensuring our customers receive timely and effective assistance to maximize the performanceand reliability of our products. Policies are subject to change at 75F APAC’s sole discretion.
75F APAC will post a notice of the policies and procedures changes on the 75F APAC website
around the time such changes go into effect. Unless otherwise noted in this document, theTechnical Support services described herein are included in 75F APAC’s standard supportoffering.
2. Scope
This policy applies to all customers who have purchased 75F APAC products/solutions and areseeking technical support assistance.
3. Support Services
75F APAC provides a 12-month warranty period for products and services starting from thecommissioning completion date and handing over the site. This warranty covers defects inmaterials and workmanship during normal use. During the warranty period, 75F APAC offers
free technical support to the Client for the resolution of issues related to the fitted products. Thesupport includes troubleshooting, issue identification, and basic technical assistance.
After the expiration of the warranty period, the Client can opt for the following annual paid
support services:•Comprehensive Annual Maintenance Contract (CAMC): The CAMC provides
continued technical support, replacement of defective products, preventive
maintenance, and priority service for the fitted products. Details of the CAMC terms
and pricing will be agreed upon by the parties in a separate agreement.
•Managed Services: The Client may opt for proactively monitoring, diagnosis, andcommunicating building operation performance to reduce the burden on the facilitymanagers. Managed Services takes on the burden of regularly reviewing BMS data
so your site runs with industry-leading energy efficiency, comfort, and air quality.
Details of the Managed Services terms and pricing will be agreed upon by the parties
in a separate agreement.
4. Support Terms
On completion of the 12 months warranty period, technical support fees are due and payableannually in advance of a yearly support period. The Client’s payment or commitment to pay isrequired to process the technical support order with 75F APAC (e.g., purchase order, actualpayment, or other approved method of payment). An invoice will be issued only upon receipt

of the Client to pay. Failure to submit payment for the payable services will result in the
discontinuation of technical support services.
Unless otherwise stated in the purchase order, 75F APAC technical support terms, including
pricing, reflect a 12-month support period (the "support period"). Once placed, the order fortechnical support services is non-cancelable and the sums paid non-refundable. 75F APAC is
not obligated to provide technical support beyond the end of the support period.
5. Support Channels
The Level 1 Support shall comprise of the following:
Phone Support: All problems reported to 75F APAC are initially handled by an employee whoworks with the client to identify and (in many cases) solve the reported problem. If the problem
is not resolved during the primary contact, the employee may assign a ticket number to theproblem and address it. On-call support can be reached at the following numbers:
Toll Free: 18001214575
WhatsApp: +91 8867842712
Email Support: Clients can email our support team at customercareapac@75F APAC.io forassistance. The client is required to provide an in-depth account of the problem that is facedwith the products.
Online Support Portal: Customers can log in to our online support portal to access knowledge
base articles, user manuals, and submit support tickets.
6. Problem Response TimeOur goal is to respond to customer inquiries promptly. The details on service availability,
monitoring of in-scope services and related components specific to the services are as follows:•Email support: Monitored 9:00 A.M. IST to 6:00 P.M. IST•Working Days: Monday – Friday•
75F APAC will respond to the customer who reported the problem by any of theaforesaid support channels within 2 hours (during working hours) and resolution
would vary from 48 hrs to 72 hours depending upon the severity of the issue raised.
If the repair requires spare parts or materials then the same will be resolved within 7 Workingdays. In the event of non-availability of any spare parts, the same shall be intimated to the client.
Note: Best efforts will be made to answer/action the calls that are received outside of officehours. The actions will be taken within 48 hours.

7. Escalating Problems
If the normal support process does not produce the desired results; Level 1 support channels
remain unresponsive; or if the problem has changed in priority, the problem can be escalated
to the following:
Escalation Level

Contact Details

Level 2

Usha Kiran – Sr. Manager
ukiran@75F APAC.io

Level 3Mahesh Reddy – General Manager
mreddy@75F APAC.io

8. Resolving Problems
Despite the response time identified to resolve any ongoing issues, 75F APAC may facechallenges that are beyond its control and may not be able to guarantee the time that it will taketo resolve a problem. 75F APAC shall make its best effort to resolve problems as expeditiously
as possible.
9. Client Responsibilities
To avail the support services, the following responsibilities may be considered by the client:•No components or the settings of the products shall be changed by the client.
•No HVAC parameter should be changed from site. Only the assigned site engineer(from 75F APAC) will have access to changing any parameters.
•It shall be the responsibility of the client to inform 75F APAC in case there is any
change/ removal/ addition in the equipment at the site that would directly affect theenergy savings or comfort.
10. Warranty
75F APAC warrants that technical support services will be provided in a professional mannerconsistent with industry standards. The must notify 75F APAC of any technical support services
warranty deficiencies within 90 days from performance of the defective technical supportservices.
FOR ANY BREACH OF THE ABOVE WARRANTIES, CLIENT’S EXCLUSIVE REMEDY,
AND 75F APAC’S ENTIRE LIABILITY, SHALL BE THE REPERFORMANCE OF THEDEFICIENT TECHNICAL SUPPORT SERVICES, OR IF 75F APAC CANNOTSUBSTANTIALLY CORRECT A BREACH IN A COMMERCIALLY REASONABLEMANNER, CLIENT MAY END THE RELEVANT TECHNICAL SUPPORT SERVICESAND RECOVER THE FEES PAID TO 75F APAC FOR THE DEFICIENT TECHNICALSUPPORT SERVICES.

TO THE EXTENT PERMITTED BY LAW, THESE WARRANTIES ARE EXCLUSIVEAND THERE ARE NO OTHER EXPRESS OR IMPLIED WARRANTIES ORCONDITIONS,INCLUDINGWARRANTIESORCONDITIONSOFMERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
11. Support Inclusions
Technical support is available to all customers who are utilizing the products of 75F APAC.
•Attending to breakdown calls, as and when they arise as per the timelines specifiedherein.
•Any controller, device, sensor, or accessory, if found faulty, will be replaced by 75F
APAC at its own cost.
•If opted by the client, preventive maintenance can be carried out by 75F APAC oncein a quarter.
•Service report will be provided after completion of breakdown calls or preventivemaintenance.
12. Support Exclusions••••Support does not extend to consequential damage or losses.
75F APAC will not be responsible for any support if repairs and modifications arecarried out by the client on their own without and the same results in further damage
to the 75F APAC products.
75F APAC will not repair or replace any third-party items connected to 75F APAC
system.
Issues arising out of negligence, accident and misuse.

13. Software Upgrade
The Client will have to procure the annual license to the Facilisight software for use inconjunction with the integration of the Products. 75F APAC may, from time to time, releasemodifications, updates, or upgrades to the Facilisight software. Client agrees to accept andinstall such modifications, updates, or upgrades promptly.