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"Approved"

Order No. 2 dated 31 March 2023.

Acting Director of "Siroka Technology" Ltd.

Bozhokoyev E.Zh.


 

Regulations on rendering technical support services

Siroka Technology LLC
 

1. GENERAL PROVISIONS


 

1.1 This Regulation establishes the procedure for providing technical support services to Customers, users of software and services of Siroka Technology LLC (hereinafter referred to as the Company).


 

1.2 Technical support is provided by the Company's Technical Support Department.


 

1.3 Technical support services are provided exclusively to the Company's Clients on the basis of valid Licence or Sublicence agreements.


 

1.4 Issues that cannot be solved using the existing functionality are transferred to the development department, where a decision is made on the possibility of releasing a corresponding update. The terms of the update release are determined in the process of problem diagnostics and in accordance with the general development plan.


 

1.5 The technical support service cannot guarantee the time of problem resolution, as the time of problem resolution may be influenced by various factors, for example, timeliness of user response, necessity of bench testing and software revision.


 

1.6 The response time is determined by the total workload of technical support specialists and may be shorter than the terms stated in the regulations. In some cases, issues may be resolved immediately after receiving additional information from users.


 

1.7 Technical support provides for different levels of service (clause 2 of these Regulations).


 

1.8 The Company has the right to unilaterally make changes to these Regulations with obligatory notification of users by publishing the new Regulations on the official website of the Company https://siroca.com/ .


 

2. PROCEDURE FOR SUBMISSION AND PROCESSING OF REQUESTS TO THE TECHNICAL SUPPORT DEPARTMENT


 

2.1 The basis for performance of works on technical support is the following

Customer's request. Appeal is considered:

- appeal by phone: +996 755 97 98 05 or +996 312 97 98 05;

- an e-mail sent to the e-mail address: support@siroca.com;

- appeal to the Company's Telegram bot: @Siroca_Technology_bot

- filling out an application on the official website www.siroca.com in the "Technical Support" section.


 

2.2 Technical support is not provided by other means (WhatsApp, Skype and other messaging services), as well as by e-mail addresses other than those specified in these Regulations. Such means of communication shall be considered only as means of communication and general consultations.

Questions and appeals from other channels are not official appeals and are not registered in the Help Desk system.


 

2.3 Requests to the Technical Support Department are accepted 24/7 and are executed in the order of their receipt. Addresses with a higher level of criticality that require emergency intervention or consultation of the Technical Support Department specialists can be executed out of turn.


 

2.4 The appeals with criticality level No. 1 and No. 2 are executed 24 hours a day, 7 days a week, 24/7. Appeals with criticality level № 3 and № 4 - on working days (Monday - Friday) from 9 a.m. to 6 p.m. Bishkek time.


 

2.5 Determining the level of criticality of the problem

Upon registration of a request, employees of the Company's Technical Support Department determine the degree of influence of the indicated problem on software operability, taking into account also the number of Software Users affected by the incident, and then assign the appropriate level of criticality to it.

Level 1 (critical) is assigned to:

- an incident that stops the Customer's critical business processes: an emergency situation in which the Software is completely inoperable or the majority of the Software functions are not executed.

Level #2 (high) is assigned to:

- an incident that reduces the functionality of the Customer's critical business processes: an emergency situation in which the Software functions partially or with low performance;

Level #3 (medium) is assigned to:

- an incident that causes a minor software operation error, but does not prohibit user access to the system: the Software is functional, Technical Consultation is required.

Level #4 (low) is assigned to:

- An incident that is essentially a request for a change, adjustment, or reporting in the Software. The software is not functioning properly, and the reporting functionality needs to be expanded

If there is more than one request at the same time, the requests with a higher level of criticality are considered first.


 

2.6 Response and reaction time to requests.

The average response time to the Appeal to the Technical Support Department from the moment of its receipt is 15 minutes.


 

Maximum time to resolve an incident according to the established level of criticality:

- Problem Resolution Time / Critical 1 hour

- Problem resolution time / High up to 8 hours

- Problem resolution time / Medium up to 2 working days

- Issue Resolution Time / Low up to 5 working days

In some cases, issues may be resolved almost immediately upon receipt of questions or additional information from the Customer. The reaction of the Technical Support Department staff to the receipt of additional information may be longer, but not longer than the maximum reaction time defined for the assigned (given) criticality level.

2.7 Software Updates

In case of detection of problems or emergencies, the solution of which requires immediate unscheduled software update, the Technical Support Department shall send a notification to the Customer's authorised persons.


 


 


 

3. PROCEDURE FOR PROCESSING REQUESTS TO THE TECHNICAL SUPPORT SERVICE


 

3.1 The basis for providing technical support is an application of the User of the Company's software and services via the communication channels specified in these Regulations.

Technical support over the phone does not guarantee the solution of the problem at the moment of request (here and now), the User is consulted over the phone or the request is registered.


 

3.2 In the appeal must be accurately and competently formulated questions that require clarification, and describe the problems that require a solution. For more operative solution of questions, the appeal should include the following information:

- a description of the problem and a step-by-step description of actions to reproduce the problem (in as much detail as possible so that the Technical Support Department can reproduce it in a test environment);

- when creating an appeal or sending an appeal by e-mail, it is necessary to attach screenshots and graphical explanations that may help in solving the problem. Screenshots should be prepared in the following formats: JPG, GIF, PNG, PDF;

- frequency of the problem occurrence;

- contact details, including phone number, e-mail address and full name of the responsible person of the User.


 

3.3 Communication between the User and an employee of the Technical Support Department must be correct, conforming to the generally accepted norms of etiquette and speech culture. Insults and obscene expressions are not allowed. In case of violation of this paragraph by an employee of the Technical Support Department, the User has the right to report the incident directly to the Head of the Technical Support Department.


 

3.4 The solution of the appeal issues may be delayed or even impossible for the following main reasons:


 

- The User cannot provide enough information to solve the problem.


 

- The issue requires detailed diagnostics, functional improvement and/or release of a software update.

software update.


 

- The user performs actions in violation of the technical requirements for using the system.


 

- The issue is beyond the scope of technical support.


 

3.5 If in the process of working on the request the Technical Support Department finds out that the problem is related to the product of a third-party manufacturer or supplier, the User is recommended to contact the technical support of the corresponding manufacturer or supplier.


 

3.6 Criteria for the end of processing of a technical support request.

Each case of processing a request sent to the Technical Support Department, depending on the level of complexity, ends with one of the following actions:

- The User is provided with information allowing to resolve the problem or describing possible ways of solving the problem;

- The User is informed that the problem is not related to the functioning of both client and server parts of the Software;

- The User is informed that the problem will be resolved in a future software update;

- The User fails to respond to repeated requests of the Technical Support Department within three working days; in this case the request is closed and no work is done on it.


 

3.7 A request is considered closed if:

After providing a comprehensive answer and/or performing the relevant work, the appeal is considered closed, and is in this state until receiving confirmation from the Customer about the solution of the problem, performance of other work. In case of the Client's reasoned disagreement with the completion of the request, the execution of work on the request continues.

A completed request is switched to the closed state after the Technical Support Department receives a confirmation from the Customer that the problem or issue has been resolved. In case of absence of response from the Customer with confirmation of problem or issue resolution within 24 hours, the request is considered closed.

PRIVACY POLICY

Last updated January 01, 2023

This privacy notice for SIROCA Technology LLP ('Company', 'we', 'us', or 'our'), describes how and why we might collect, store, use, and/or share ('process') your information when you use our services ('Services'), such as when you:

Download and use our mobile application (SSP), or any other application of ours that links to this privacy notice

Engage with us in other related ways, including any sales, marketing, or events

Questions or concerns? Reading this privacy notice will help you understand your privacy rights and choices. If you do not agree with our policies and practices, please do not use our Services. If you still have any questions or concerns, please contact us at support@siroca.com.

SUMMARY OF KEY POINTS

This summary provides key points from our privacy notice, but you can find out more details about any of these topics by clicking the link following each key point or by using our table of contents below to find the section you are looking for. You can also click here to go directly to our table of contents.

What personal information do we process? When you visit, use, or navigate our Services, we may process personal information depending on how you interact with SIROCA Technology LLP and the Services, the choices you make, and the products and features you use. Click here to learn more.

Do we process any sensitive personal information? We do not process sensitive personal information.

Do we receive any information from third parties? We do not receive any information from third parties.

How do we process your information? We process your information to provide, improve, and administer our Services, communicate with you, for security and fraud prevention, and to comply with law. We may also process your information for other purposes with your consent. We process your information only when we have a valid legal reason to do so. Click here to learn more.

In what situations and with which parties do we share personal information?

We may share information in specific situations and with specific third parties. Click here to learn more.

How do we keep your information safe? We have organisational and technical processes and procedures in place to protect your personal information. However, no electronic transmission over the internet or information storage technology can be guaranteed to be 100% secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorised third parties will not be able to defeat our security and improperly collect, access, steal, or modify your information.

What are your rights? Depending on where you are located geographically, the applicable privacy law may mean you have certain rights regarding your personal information. Click here to learn more.

How do you exercise your rights? The easiest way to exercise your rights is by filling out our data subject request form available here, or by contacting us. We will consider and act upon any request in accordance with applicable data protection laws.

Want to learn more about what SIROCA Technology LLP does with any information we collect? Click here to review the notice in full.

TABLE OF CONTENTS

1. WHAT INFORMATION DO WE COLLECT?
2. HOW DO WE PROCESS YOUR INFORMATION?
3. WHEN AND WITH WHOM DO WE SHARE YOUR PERSONAL INFORMATION? 4. DO WE USE COOKIES AND OTHER TRACKING TECHNOLOGIES?
5. HOW LONG DO WE KEEP YOUR INFORMATION?
6. HOW DO WE KEEP YOUR INFORMATION SAFE?
7. DO WE COLLECT INFORMATION FROM MINORS?
8. WHAT ARE YOUR PRIVACY RIGHTS?
9. CONTROLS FOR DO-NOT-TRACK FEATURES
10. DO CALIFORNIA RESIDENTS HAVE SPECIFIC PRIVACY RIGHTS?
11. DO WE MAKE UPDATES TO THIS NOTICE?
12. HOW CAN YOU CONTACT US ABOUT THIS NOTICE?
13. HOW CAN YOU REVIEW, UPDATE, OR DELETE THE DATA WE COLLECT FROM YOU?

1. WHAT INFORMATION DO WE COLLECT? Personal information you disclose to us

In Short: We collect personal information that you provide to us.

We collect personal information that you voluntarily provide to us when you express an interest in obtaining information about us or our products and Services, when you participate in activities on the Services, or otherwise when you contact us.

Personal Information Provided by You. The personal information that we collect depends on the context of your interactions with us and the Services, the choices you make, and the products and features you use. The personal information we collect may include the following:

names
email addresses usernames phone numbers

Sensitive Information. We do not process sensitive information.
Application Data. If you use our application(s), we also may collect the following

information if you choose to provide us with access or permission:

Geolocation Information. We may request access or permission to track location-based information from your mobile device, either continuously or while you are using our mobile application(s), to provide certain location-based services. If you wish to change our access or permissions, you may do so in your device's settings.

Push Notifications. We may request to send you push notifications regarding your account or certain features of the application(s). If you wish to opt out from receiving these types of communications, you may turn them off in your device's settings.

This information is primarily needed to maintain the security and operation of our application(s), for troubleshooting, and for our internal analytics and reporting purposes.

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All personal information that you provide to us must be true, complete, and accurate, and you must notify us of any changes to such personal information.

Information automatically collected

In Short: Some information — such as your Internet Protocol (IP) address and/or browser and device characteristics — is collected automatically when you visit our Services.

We automatically collect certain information when you visit, use, or navigate the Services. This information does not reveal your specific identity (like your name or contact information) but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, information about how and when you use our Services, and other technical information. This information is primarily needed to maintain the security and operation of our Services, and for our internal analytics and reporting purposes.

Like many businesses, we also collect information through cookies and similar technologies.

The information we collect includes:

Location Data. We collect location data such as information about your device's location, which can be either precise or imprecise. How much information we collect depends on the type and settings of the device you use to access the Services. For example, we may use GPS and other technologies to collect geolocation data that tells us your current location (based on your IP address). You can opt out of allowing us to collect this information either by refusing access to the information or by disabling your Location setting on your device. However, if you choose to opt out, you may not be able to use certain aspects of the Services.

2. HOW DO WE PROCESS YOUR INFORMATION?

In Short: We process your information to provide, improve, and administer our Services, communicate with you, for security and fraud prevention, and to comply with law. We may also process your information for other purposes with your consent.

We process your personal information for a variety of reasons, depending on how you interact with our Services, including:

To send administrative information to you. We may process your information to send you details about our products and services, changes to our terms and policies, and other similar information.

3. WHEN AND WITH WHOM DO WE SHARE YOUR PERSONAL INFORMATION?

In Short: We may share information in specific situations described in this section and/or with the following third parties.

We may need to share your personal information in the following situations:

Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.

When we use Google Maps Platform APIs. We may share your information with certain Google Maps Platform APIs (e.g. Google Maps API, Places API). To find out more about Google’s Privacy Policy, please refer to this link.

4. DO WE USE COOKIES AND OTHER TRACKING TECHNOLOGIES?

In Short: We may use cookies and other tracking technologies to collect and store your information.

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Consent Management Policies

We may use cookies and similar tracking technologies (like web beacons and pixels) to access or store information. Specific information about how we use such technologies and how you can refuse certain cookies is set out in our Cookie Notice.

5. HOW LONG DO WE KEEP YOUR INFORMATION?

In Short: We keep your information for as long as necessary to fulfil the purposes outlined in this privacy notice unless otherwise required by law.

We will only keep your personal information for as long as it is necessary for the purposes set out in this privacy notice, unless a longer retention period is required or permitted by law (such as tax, accounting, or other legal requirements).

When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.

6. HOW DO WE KEEP YOUR INFORMATION SAFE?

In Short: We aim to protect your personal information through a system of organisational and technical security measures.

We have implemented appropriate and reasonable technical and organisational security measures designed to protect the security of any personal information we process. However, despite our safeguards and efforts to secure your information, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorised third parties will not be able to defeat our security and improperly collect, access, steal, or modify your information. Although we will do our best to protect your personal information, transmission of personal information to and from our Services is at your own risk. You should only access the Services within a secure environment.

7. DO WE COLLECT INFORMATION FROM MINORS?

In Short: We do not knowingly collect data from or market to children under 18 years of age.

We do not knowingly solicit data from or market to children under 18 years of age. By using the Services, you represent that you are at least 18 or that you are the parent or guardian of such a minor and consent to such minor dependent’s use of the Services. If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records. If you become aware of any data we may have collected from children under age 18, please contact us at support@siroca.com.

8. WHAT ARE YOUR PRIVACY RIGHTS?

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In Short: You may review, change, or terminate your account at any time.

If you are located in the EEA or UK and you believe we are unlawfully processing your personal information, you also have the right to complain to your local data protection supervisory authority. You can find their contact details here: https://ec.europa.eu/justice/data-protection/bodies/authorities/index_en.htm.

If you are located in Switzerland, the contact details for the data protection authorities are available here: https://www.edoeb.admin.ch/edoeb/en/home.html.

Withdrawing your consent: If we are relying on your consent to process your personal information, which may be express and/or implied consent depending on the applicable law, you have the right to withdraw your consent at any time. You can withdraw your consent at any time by contacting us by using the contact details provided in the section 'HOW CAN YOU CONTACT US ABOUT THIS NOTICE?' below.

 

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However, please note that this will not affect the lawfulness of the processing before its withdrawal nor, when applicable law allows, will it affect the processing of your personal information conducted in reliance on lawful processing grounds other than consent.

If you have questions or comments about your privacy rights, you may email us at support@siroca.com.

9. CONTROLS FOR DO-NOT-TRACK FEATURES

Most web browsers and some mobile operating systems and mobile applications include a Do-Not-Track ('DNT') feature or setting you can activate to signal your privacy preference not to have data about your online browsing activities monitored and collected. At this stage no uniform technology standard for recognising and implementing DNT signals has been finalised. As such, we do not currently respond to DNT browser signals or any other mechanism that automatically communicates your choice not to be tracked online. If a standard for online tracking is adopted that we must follow in the future, we will inform you about that practice in a revised version of this privacy notice.

10. DO CALIFORNIA RESIDENTS HAVE SPECIFIC PRIVACY RIGHTS?

In Short: Yes, if you are a resident of California, you are granted specific rights regarding access to your personal information.

California Civil Code Section 1798.83, also known as the 'Shine The Light' law, permits our users who are California residents to request and obtain from us, once a year and free of charge, information about categories of personal information (if any) we disclosed to third parties for direct marketing purposes and the names and addresses of all third parties with which we shared personal information in the immediately preceding calendar year. If you are a California resident and would like to make such a request, please submit your request in writing to us using the contact information provided below.

If you are under 18 years of age, reside in California, and have a registered account with Services, you have the right to request removal of unwanted data that you publicly post on the Services. To request removal of such data, please contact us using the contact information provided below and include the email address associated with your account and a statement that you reside in California. We will make sure the data is not publicly displayed on the Services, but please be aware that the data may not be completely or comprehensively removed from all our systems (e.g. backups, etc.).

11. DO WE MAKE UPDATES TO THIS NOTICE?

In Short: Yes, we will update this notice as necessary to stay compliant with relevant laws.

We may update this privacy notice from time to time. The updated version will be indicated by an updated 'Revised' date and the updated version will be effective as soon as it is accessible. If we make material changes to this privacy notice, we may notify you either by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review this privacy notice frequently to be informed of how we are protecting your information.

12. HOW CAN YOU CONTACT US ABOUT THIS NOTICE?

If you have questions or comments about this notice, you may email us at support@siroca.com or by post to:

SIROCA Technology LLP Manas Avenue, 1 Bishkek, Chyi 720005 Kyrgyzstan

13. HOW CAN YOU REVIEW, UPDATE, OR DELETE THE DATA WE COLLECT FROM YOU?