QUANTAN — Support and Maintenance Terms

Quantan Innovations Pvt Ltd
Version 2.0 — Effective Date: 1 June 2025

1. Introduction

These Support and Maintenance Terms ('SMT') describe the support services, maintenance schedule, update policy, and end-of-life procedures provided by Quantan Innovations Pvt Ltd ('Quantan Innovations', 'we', 'us', or 'our') for subscribers of the Quantan platform, which includes:

• Quantan Software — web platform, desktop application, and tenant management interface;
• Quantan Kiosk — a self-service hardware unit deployed at print shop premises; and
• Any associated services, updates, and integrations (collectively, the 'Services').

These SMT form part of the Terms of Service and are incorporated herein by reference. By activating a subscription, you agree to the support and maintenance terms described herein.

2. Support Eligibility

Support services under these SMT are available exclusively to:

• Active subscribers with a valid and current subscription;
• Users whose subscription fees are current and not in arrears;
• Users contacting support from the registered email address associated with their tenant account.

Support is not available to users on expired subscriptions. To reinstate support access, you must first renew your subscription. During the 14 (fourteen) day free trial period, best-effort support is provided without guaranteed response times.

3. Support Channels

3.1 Email Support

Primary support channel for all technical issues, billing queries, and account matters.

Email: legal@quantan.io
Available: Monday to Friday, 9:00 AM to 6:00 PM IST (excluding public holidays in Maharashtra, India).

3.2 In-Software Support

The Software includes a built-in support request feature accessible under Settings → Help → Contact Support. Requests submitted through this channel are automatically associated with your tenant account, enabling faster resolution.

3.3 Documentation and Knowledge Base

Self-service documentation, FAQs, and user guides are available at https://www.quantan.io. Users are encouraged to consult the documentation before submitting a support request.

4. Support Tiers and Response Times

Support requests are categorised by severity and addressed within the following response time targets:

4.1 Critical (P1) — Service completely unusable

Definition: The Software or Kiosk is completely non-functional, preventing all print operations. No workaround is available.

Initial Response: Within 4 (four) business hours of submission.
Target Resolution: Within 1 (one) business day.

4.2 High (P2) — Major feature impaired

Definition: A core feature is impaired or unavailable but a partial workaround exists. Business operations are significantly affected.

Initial Response: Within 1 (one) business day.
Target Resolution: Within 3 (three) business days.

4.3 Medium (P3) — Minor issue or degraded performance

Definition: A non-critical feature is impaired, or the Services perform below expected levels without complete loss of functionality.

Initial Response: Within 2 (two) business days.
Target Resolution: Within 7 (seven) business days.

4.4 Low (P4) — General queries and enhancement requests

Definition: General usage questions, how-to queries, or feature enhancement requests.

Initial Response: Within 3 (three) business days.
Target Resolution: Best effort; no guaranteed timeline.

Response time targets are measured during business hours (Monday to Friday, 9:00 AM to 6:00 PM IST). Quantan Innovations will make commercially reasonable efforts to meet these targets but does not guarantee resolution within the stated timelines. These targets do not constitute a Service Level Agreement (SLA) unless a separate SLA agreement is executed in writing.

Part A — Software Support

5. What Software Support Covers

Support services include assistance with:

• Software installation, account activation, and login issues;
• Configuration of the Quantan Software platform and tenant management interface;
• Troubleshooting functional defects, errors, and unexpected Software behaviour;
• Account and subscription management queries;
• Guidance on Software features and intended usage;
• Device connectivity and communication issues related to the Software infrastructure;
• Assistance with Software updates and version upgrades.

6. What Software Support Does Not Cover

The following are outside the scope of software support services under these SMT:

• Issues arising from network failure or internet connectivity problems outside the Software;
• Third-party software, operating system issues, or device configurations not managed by Quantan Innovations;
• Customisation, development, or integration work beyond the standard Software features;
• Issues caused by the User's failure to apply Software updates or patches;
• Issues arising from use of the Software in a manner inconsistent with its documentation or these Terms;
• Data recovery for data lost due to User error, hardware failure, or expired subscription;
• Physical hardware defects or repairs (refer to Part B — Hardware Support).

Part B — Hardware Support

7. Quantan Kiosk Support

7.1 Scope of Kiosk Support

Quantan Innovations provides support for the Quantan Kiosk in respect of the following:

• Software-side configuration and connectivity issues affecting the Kiosk's integration with the Quantan platform;
• Troubleshooting communication failures between the Kiosk and the Quantan backend, including network connectivity issues attributable to the Quantan software layer;
• Guidance on Kiosk setup, onboarding, and standard operating procedures;
• Coordination and facilitation of warranty claims for hardware defects with the relevant component manufacturer.

7.2 What Kiosk Hardware Support Does Not Cover

The following hardware-related matters are outside the scope of Quantan Innovations' support services:

• Physical damage, liquid damage, or damage caused by misuse, negligence, or failure to follow installation and operating guidelines;
• Internal hardware component failures attributable to third-party manufacturer defects — these must be directed to the relevant manufacturer's warranty process;
• Consumable parts subject to normal wear and tear, including printer consumables;
• On-site hardware repair or replacement services — Quantan Innovations does not provide field engineering services;
• Damage caused by unauthorised modifications or tampering with the Kiosk hardware.

7.3 Dead on Arrival (DOA) Hardware

If a Kiosk unit arrives in a non-functional or visibly damaged condition, you must notify Quantan Innovations at legal@quantan.io within 2 (two) business days of receipt with photographic evidence. Validated DOA units will be assessed for repair or replacement at Quantan Innovations' discretion. DOA claims submitted beyond 2 business days of receipt may not be accepted.

7.4 Third-Party Hardware Components

The Quantan Kiosk integrates components sourced from third-party manufacturers. Quantan Innovations makes no independent warranty in respect of such third-party components beyond what is provided by the respective manufacturer. For defects or failures attributable to a third-party component, Quantan Innovations will provide reasonable assistance in facilitating manufacturer warranty claims.

Part C — Updates and Maintenance

8. Software Updates and Patches

8.1 Types of Updates

Quantan Innovations releases the following types of updates during an active subscription:

• Security Patches: Critical fixes addressing security vulnerabilities. Deployed as soon as practicable after identification, with advance notice where possible.
• Bug Fix Releases: Corrections to functional defects identified in production. Released on a rolling basis as fixes are validated.
• Minor Updates (x.x.Y): Incremental improvements, performance enhancements, and non-breaking feature additions. Released periodically.
• Major Updates (x.Y.0 or Y.0.0): Significant new features or architectural changes. Released with at least 15 (fifteen) days' advance notice to active subscribers.

8.2 Update Delivery

Software updates are delivered via the Software's built-in update mechanism, which requires an active internet connection. Security patches and bug fixes are applied automatically. Major updates may require manual confirmation by the User before installation. Kiosk firmware and software updates are delivered remotely over the network connection established at the Kiosk premises.

8.3 Update Obligation

You are strongly advised to apply all security patches and updates promptly upon release. Quantan Innovations will not provide support for issues arising from use of an outdated Software version where a fix has been released. Quantan Innovations reserves the right to discontinue support for Software versions older than 2 (two) major versions behind the current release.

9. Planned Maintenance

Quantan Innovations may perform scheduled maintenance on its cloud infrastructure and authentication servers. Scheduled maintenance will be communicated to active subscribers via email or in-Software notification at least 24 (twenty-four) hours in advance, except in cases of emergency maintenance required to address a critical security threat.

During planned maintenance windows, the Software and connected Kiosk units may experience reduced functionality or temporary unavailability. Quantan Innovations will make reasonable efforts to schedule maintenance outside peak business hours (9:00 AM to 6:00 PM IST, Monday to Friday).

Quantan Innovations does not guarantee any specific uptime percentage unless a separate Service Level Agreement (SLA) is executed in writing. Planned maintenance periods will not be counted as downtime for the purposes of any uptime commitments.

10. Subscription and Version Entitlements

Your active subscription entitles you to use the current version of the Software and receive all updates released during the subscription period. If you do not renew your subscription:

• You will not receive further Software updates or security patches after expiry;
• The Software will enter restricted mode upon subscription expiry;
• Kiosk units will cease to function with the Quantan platform following subscription expiry;
• Quantan Innovations will not be liable for any security vulnerabilities arising from your continued use of an outdated, unpatched version of the Software after subscription expiry.

11. End-of-Life Policy

Quantan Innovations reserves the right to discontinue support for specific versions or products. End-of-life (EOL) notices will be communicated to active subscribers via email and in-Software notification at least 90 (ninety) days before the EOL date.

Following an EOL date:

• No further updates, security patches, or bug fixes will be released for the EOL version;
• Support for the EOL version will be discontinued;
• Users on an EOL version are strongly advised to upgrade to the current supported version.

Quantan Innovations will provide reasonable migration assistance to active subscribers transitioning from an EOL version to a supported version.

Part D — General

12. User Responsibilities

To enable effective support, you agree to:

• Provide accurate, detailed, and complete information when submitting support requests, including Software version, registered email address, Tenant ID, device details, and a description of the issue;
• Cooperate with Quantan Innovations' support team by providing requested logs, screenshots, or remote access where applicable and agreed;
• Apply Software updates and security patches in a timely manner;
• Maintain the Quantan Kiosk in a condition consistent with the installation and operating guidelines provided;
• Ensure a stable internet connection is available at your premises at all times during Software and Kiosk use.

13. Limitation of Support Liability

Quantan Innovations' liability in connection with support and maintenance services is limited to the re-performance of the relevant support service. Quantan Innovations shall not be liable for any business losses, lost profits, data loss, or consequential damages arising from delays in support response or resolution, or from any defect in the Services that is not resolved within the target timelines.

In no event shall Quantan Innovations' total aggregate liability under these SMT exceed the subscription fees paid by you in the 3 (three) months immediately preceding the support claim.

14. Modifications to Support Terms

Quantan Innovations reserves the right to modify these SMT at any time. Material changes will be communicated via email (to the registered account email address) or in-Software notification at least 15 (fifteen) days before taking effect. Continued use of the Services after the effective date constitutes acceptance of the revised SMT. The current version of these SMT is accessible within the Software under Settings → Legal → Support Terms and at https://www.quantan.io.

15. Governing Law

These SMT shall be governed by the laws of the Republic of India, including the Indian Contract Act, 1872, and the Information Technology Act, 2000. Any disputes arising under these SMT shall be subject to the exclusive jurisdiction of the competent courts in Pune, Maharashtra, India.

16. Contact for Support

All support requests must be submitted to:

Legal and Compliance
Quantan Innovations Pvt Ltd
G No. 1050, Mauli Nivas, Nr. Methar Mery Society, Wagholi, Haveli, Pune – 412207, Maharashtra, India
Email: legal@quantan.io
Website: https://www.quantan.io
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM IST (excluding Maharashtra public holidays).

Quantan Innovations Pvt Ltd — Version 2.0 — Effective 1 June 2025
© 2025 Quantan Innovations Pvt Ltd — legal@quantan.io