Truora has established procedures and has the operational capacity to solve a

failure within the recovery times established in this clause.

The technical support service by Truora will be provided through the direct

communication channel, Intercom. Through this channel, the Client will be able to

report any type of concern and failures that arise in the Platform. The initial response

time for this channel will be during business hours from 7:00 a.m. to 6:00 p.m. (GMT-5). In

the event of a major incident, the Client may go directly to the first and second

escalation, even if it occurs outside of business hours.

At the time a technical failure is reported, Truora´s team will analyze the reported situation to make a diagnosis and thus provide an immediate response to both the identified problem and the estimated time to solve it.

Truora has a constant monitoring system for the Platform and has a permanent

rotation of specialized engineers supporting the Platform. The person on duty is “on call” 24/7 monitoring the health of the system in general. When an alarm is a high

severity incident, it is escalated to the team and the CTO to be resolved as soon as

possible. If it is an incident of medium severity, the person on duty puts the alternative

solutions into operation. If degraded services are not critical to reporting, they are

disabled, and partial reporting is responded to until these services have been

restored. High severity incidents are resolved within 1-3 calendar days, medium

severity incidents within 3-5 calendar days. If a situation of low severity occurs, from 5

to 10 calendar days counted from the moment the inconvenience is reported.