Customer Relation Framework

Welcome to Modi Infoway, the technology brand of Softagone Technologies LLP ("Company", "we", "our" or "us"). This Customer Operations Framework ("Rulebook") establishes the standard legal, commercial, technical and operational terms governing every product and service offered by the Company, including software development, websites, mobile applications, SaaS products, cloud solutions, hosting, maintenance, digital services, consulting and any other technology services introduced by the Company from time to time.

Our objective is to maintain transparent business relationships by clearly defining the rights, responsibilities and expectations of both the Company and the Client throughout every engagement.

This Rulebook forms an integral part of every quotation, proposal, agreement, Statement of Work (SOW), Change Request (CR), invoice, subscription and purchase order accepted by the Company unless expressly agreed otherwise in writing.

This Rulebook applies to every person or organization engaging with Modi Infoway, including prospective clients, existing clients, subscribers, purchasers, authorized representatives and any person acting on behalf of a client.

Unless expressly excluded in writing, these terms govern all:

• Software Development Projects
• Website Development
• Mobile Applications
• SaaS Products
• CRM & ERP Solutions
• Cloud Services
• API Integrations
• Hosting & Server Management
• Domain Registration
• Annual Maintenance Contracts (AMC)
• Technical Support
• Consulting Services
• Digital Products
• Future Services introduced by the Company

The Company conducts its business based upon the following principles:

• Professionalism
• Transparency
• Documented Communication
• Ethical Business Practices
• Technical Excellence
• Accountability
• Mutual Respect
• Legal Compliance
• Continuous Improvement

Both Parties agree to conduct all engagements in good faith and cooperate reasonably for successful execution of the Project.

Company means Softagone Technologies LLP, operating under the brand Modi Infoway.

Client means any individual, proprietorship, partnership, LLP, company, trust, institution, government body or other legal entity engaging the Company's services.

Project means any software, website, application, SaaS implementation, consulting assignment or other engagement undertaken by the Company.

Deliverables mean the products, software, documentation, configurations, source code or other work expressly included within the approved Scope.

Scope means the functionality, services, deliverables, timelines and commercial terms documented in the applicable Proposal, Quotation, Statement of Work (SOW) or approved Change Request.

Change Request (CR) means any approved modification to the agreed Scope, timelines or commercial terms after commencement of the Project.

Business Day means any day on which the Company's offices are open for normal business operations, excluding notified public holidays.

Confidential Information means any non-public business, technical, commercial or financial information belonging to either Party.

Intellectual Property includes software, source code, databases, documentation, trademarks, copyrights, designs, algorithms, trade secrets and all related proprietary rights.

The Company will provide services only to legally recognized individuals and organizations.

Before commencement of any engagement, the Company may require information including:

• Legal Name
• Business Name
• GSTIN (where applicable)
• PAN (where applicable)
• Registered Address
• Billing Details
• Email Address
• Mobile Number
• Authorized Representative
• Purchase Order or Authorization Letter (where applicable)

The Company reserves the right to verify such information and may refuse or discontinue services where false, misleading or incomplete information is provided.

The Client shall nominate one Authorized Representative responsible for providing instructions, approvals and decisions on behalf of the Client.

Unless otherwise notified in writing, the Company may rely upon instructions received from such Authorized Representative for all commercial, technical and operational matters.

The Company shall not be responsible for disputes arising from conflicting instructions issued by multiple representatives of the Client.

7.1 Electronic Acceptance

The Client acknowledges that this Rulebook and all related contractual documents may be accepted electronically. Acceptance may occur through execution of an Agreement, approval by email, written acceptance of a quotation, issuance of a Purchase Order accepted by the Company, payment of any invoice, subscription to any Service, clicking an electronic acceptance mechanism, or any other conduct clearly indicating the Client's intention to engage the Company's Services. Such electronic acceptance shall, to the maximum extent permitted by applicable law, have the same legal force and effect as a handwritten signature.

Email shall be the primary mode of official communication between the Parties.

Unless confirmed through an official communication channel, discussions through telephone calls, WhatsApp, social media or other informal platforms shall not modify the Scope, commercial terms or contractual obligations.

The Client shall ensure that its registered email address remains active and regularly monitored.

Failure to review communications properly delivered by the Company shall not invalidate such communications.

All quotations, proposals and estimates issued by the Company are based on the information, requirements and assumptions available at the time of preparation.

Unless otherwise stated, quotations remain valid for 15 calendar days from the date of issue.

The Company reserves the right to revise or withdraw any quotation prior to its acceptance.

A Project shall be deemed accepted upon the occurrence of any one or more of the following:

• Execution of an Agreement or Statement of Work (SOW)
• Written acceptance of the quotation
• Acceptance of a Purchase Order by the Company
• Payment of the agreed advance
• Written instruction to commence work

The Company shall not be obligated to commence any Project until all applicable commencement requirements have been satisfied.

Unless otherwise agreed in writing, Project execution shall commence only after:

• Receipt of the agreed advance payment
• Approval of the Scope
• Submission of necessary documents, credentials and content
• Identification of the Authorized Representative
• Completion of any other prerequisites communicated by the Company

The Company's obligations shall be limited exclusively to the Deliverables expressly included in the approved Proposal, Quotation, Statement of Work (SOW) or Change Request.

No functionality shall be considered included merely because:

• It exists in similar software
• It was discussed informally
• It appears commercially desirable
• The Client assumed its inclusion

Items not expressly included shall be deemed excluded.

The Client shall:

• Provide complete and accurate requirements
• Furnish all necessary content, credentials and information
• Review Deliverables within the agreed timelines
• Provide timely approvals
• Make payments as agreed
• Participate in testing where required
• Cooperate reasonably throughout the Project

The Company shall not be responsible for delays or additional costs arising from incomplete information, delayed approvals or failure by the Client to fulfil these obligations.

Client Approval Responsibility: The Client shall be solely responsible for reviewing and approving all content, text, images, branding elements, pricing, calculations, business information, legal notices, contact details, translations and any other materials supplied for inclusion in the Deliverables. Once approved by the Client, the Company shall not be responsible for errors or omissions that were reasonably identifiable during the review process.

The Company shall perform the Services with reasonable skill, care and professional diligence consistent with generally accepted industry practices.

The Company shall use commercially reasonable efforts to deliver the agreed Deliverables substantially in accordance with the approved Scope.

Minor deviations that do not materially affect the intended functionality shall not constitute a breach of this Rulebook.

Any addition, deletion or modification to the approved Scope after commencement of the Project shall constitute a Change Request (CR).

The Company shall evaluate each Change Request for:

• Technical feasibility
• Commercial impact
• Timeline implications
• Resource availability

Implementation shall commence only after written approval by the Parties where additional commercial or timeline implications exist.

Approved Change Requests shall supersede the affected portions of the original Scope.

All timelines communicated by the Company are reasonable estimates prepared on the basis of available information and project assumptions.

Project schedules may be revised where delays arise due to:

• Change Requests
• Delayed Client approvals
• Delayed payments
• Third-party dependencies
• Force Majeure events
• Circumstances beyond the Company's reasonable control

Unless expressly agreed otherwise in writing, time shall not be deemed to be of the essence.

Where the Client fails to provide approvals, information, credentials, payments or other required cooperation, the Company may:

• Suspend affected activities
• Revise delivery schedules
• Reallocate Project resources
• Classify the Project as dormant
• Recover reasonable reactivation costs where applicable

Any delay arising from such circumstances shall be deemed a Client-caused delay.

The Company shall not be responsible for delays arising from the acts, omissions or performance of third-party vendors, consultants or service providers engaged by the Client.

Dormant Projects: Where a Project remains inactive for more than thirty (30) consecutive calendar days due to delayed approvals, non-payment, lack of communication, incomplete information or any other Client-caused reason, the Company may suspend the Project, archive related materials, release allocated resources and require a revised quotation, revised timeline or reasonable reactivation fee before resuming work. The applicable reactivation fee shall be determined by the Company based on the nature, complexity, duration and status of the Project.