Customer Service Agreement

CORE CALL LTD CUSTOMER SERVICE AGREEMENT Last Updated: 19 June 2026 PARTIES This Agreement is entered into between Core Call Ltd (“Core Call”) and the Customer identified on the applicable Order Form, Subscription Agreement or Service Registration. SERVICES Core Call provides a cloud-based facilities management, emergency call handling and engineer dispatch platform. Services may include: • AI-powered call answering • Call recording and transcription • Incident and fault reporting • Engineer dispatch and allocation • Customer notifications • SMS and email communications • Client portal access • Site management tools • Engineer management tools • Job tracking and status updates • Dashboard reporting and analytics • Integration with third-party communication providers Core Call may modify, improve, update, replace or discontinue services from time to time. CLIENT PORTAL ACCESS The Customer shall ensure: • Login credentials remain confidential • Access is restricted to authorised users • Passwords are securely managed • Unauthorised access is reported immediately The Customer remains responsible for all activity conducted through its accounts. CUSTOMER RESPONSIBILITIES The Customer agrees to: • Maintain accurate site information • Maintain accurate engineer information • Maintain accurate contact details • Ensure information entered into the platform is accurate • Comply with applicable laws and regulations • Notify Core Call of changes affecting service delivery Core Call shall not be responsible for failures, delays or incorrect dispatches resulting from inaccurate customer data. CUSTOMER JOB MANAGEMENT The Customer remains responsible for reviewing, managing and approving jobs generated through the platform. Core Call does not guarantee that any engineer will accept, attend or complete a job. CALL RECORDING AND AI PROCESSING The Customer acknowledges and agrees that: • Calls may be recorded • Calls may be transcribed • Calls may be analysed using artificial intelligence technologies • AI-generated outputs may contain errors Core Call will use reasonable efforts to improve accuracy but does not guarantee error-free outputs. The Customer remains responsible for reviewing and verifying AI-generated outputs before relying upon them for operational, commercial or safety-critical decisions. Core Call does not guarantee the accuracy, completeness or suitability of AI-generated outputs and shall not be responsible for decisions made solely on the basis of such outputs. CUSTOMER COMMUNICATIONS Core Call may send communications including: • SMS messages • Email notifications • Incident updates • Engineer notifications • Customer status updates Delivery of communications cannot be guaranteed due to third-party network, carrier or provider limitations. ENGINEER DISPATCH SERVICES Core Call provides communication, workflow and dispatch services only. Core Call does not provide engineering, maintenance, repair or site services. Responsibility for engineering work remains with the relevant engineer, contractor or service provider. AUDIT TRAILS Core Call may maintain records of: • Calls • Incidents • Dispatch activity • Engineer actions • User activity • System events Such records may be used for operational, reporting, compliance and dispute resolution purposes. PLATFORM IMPROVEMENTS Core Call may introduce new features, improve existing functionality, modify workflows or retire features in order to improve reliability, security and service performance. BETA FEATURES Certain features may be identified as beta, preview or experimental features. Such features are provided without warranty and may be modified, suspended or withdrawn at any time. CUSTOMER CONTENT The Customer retains ownership of information submitted to the platform. The Customer grants Core Call a non-exclusive licence to process, store and use such information solely for the purpose of providing services under this Agreement. INTELLECTUAL PROPERTY All intellectual property rights in the Core Call platform configuration, workflows, branding, documentation, customer-facing systems, software customisations and related materials remain the property of Core Call Ltd or its licensors. This Agreement does not transfer ownership of any intellectual property rights to the Customer. The Customer may use the platform solely in accordance with this Agreement and for its internal business purposes. ACCEPTABLE USE The Customer shall not: • Attempt to gain unauthorised access to the platform • Interfere with platform security measures • Upload malicious software, harmful code or malware • Use the platform for unlawful purposes • Attempt to reverse engineer, copy, reproduce or exploit the platform except as permitted by law Core Call may suspend or restrict access where it reasonably believes this clause has been breached. SUBSCRIPTIONS Services may be purchased on: • Monthly subscriptions • Quarterly subscriptions • Six-month subscriptions • Annual subscriptions Subscription fees shall be payable in advance unless otherwise agreed. FEES AND PAYMENT The Customer shall pay all fees in accordance with the selected subscription plan. Invoices must be paid within the agreed payment period. Core Call may suspend or restrict services where payments remain overdue. FAIR USAGE Core Call reserves the right to apply fair usage limitations where excessive use negatively impacts service availability, platform performance or other customers. SERVICE AVAILABILITY Core Call will use reasonable efforts to maintain service availability. However, uninterrupted availability cannot be guaranteed. Services may be affected by: • Maintenance • Security updates • Internet failures • Telecommunications failures • Third-party outages • Circumstances outside Core Call’s reasonable control RESPONSE TIMES While Core Call aims to facilitate rapid incident handling and engineer dispatch, Core Call does not guarantee: • Engineer availability • Attendance times • Response times • Resolution times • Repair outcomes THIRD-PARTY PROVIDERS Core Call may use third-party providers including: • Twilio • OpenAI • Supabase • Messaging providers • Hosting providers The Customer acknowledges that certain services depend on third-party systems outside Core Call’s direct control. CONFIDENTIALITY Both parties agree to keep confidential information secure and not disclose such information except where required by law or necessary to perform obligations under this Agreement. DATA PROTECTION Both parties shall comply with applicable data protection legislation. Personal data processing shall be governed by: • Core Call Privacy Policy • Core Call Data Processing Agreement DISCLAIMER OF WARRANTIES Services are provided on an “as available” and “as is” basis. Core Call does not guarantee uninterrupted, error-free or fault-free operation. LIMITATION OF LIABILITY To the fullest extent permitted by law, Core Call shall not be liable for: • Indirect losses • Consequential losses • Loss of profits • Loss of revenue • Loss of goodwill • Loss of business opportunities • Loss of data Core Call’s aggregate liability shall not exceed the fees paid by the Customer during the previous twelve months. Nothing in this Agreement excludes liability where exclusion would be unlawful. FORCE MAJEURE Core Call shall not be liable for delay or failure resulting from circumstances beyond its reasonable control including: • Telecommunications failures • Internet outages • Cloud service failures • Cyber incidents • Natural disasters • Government actions • Industrial disputes FAIR USAGE POLICY Core Call packages are designed for normal emergency call handling, engineer dispatch and incident management operations. Package limits are based on the number of incidents managed through the platform each month. Unlimited sites and engineers are included with all packages. Where usage significantly exceeds normal operational patterns, including unusually long call durations, excessive SMS volumes, or activity that materially increases platform operating costs, Core Call reserves the right to review the account and discuss the most appropriate service level with the Customer. No additional charges will be applied without prior notification and agreement. Core Call may recommend an alternative package where usage consistently exceeds the intended service level. For the purposes of fair usage assessment, emergency and dispatch calls managed through the Core Call platform would typically be expected to average between 1 and 6 minutes in duration, depending on the nature of the incident and customer requirements. The Fair Usage Policy is intended to identify exceptional usage patterns rather than restrict genuine operational requirements. Core Call will always discuss any concerns with the Customer before recommending an alternative service level. Any notice required under this Agreement may be provided by email to the contact details supplied by either party unless otherwise required by law. TERMINATION Either party may terminate this Agreement: • At the end of the applicable subscription term • For material breach • Where continued performance becomes unlawful Core Call may suspend or terminate services where fees remain unpaid. OFFBOARDING AND DATA DELETION Following termination, Core Call may retain customer information for a reasonable period where required for legal, regulatory, security or operational purposes. Thereafter information may be deleted in accordance with Core Call’s retention policies. ENTIRE AGREEMENT This Agreement constitutes the entire agreement between the parties and supersedes all previous discussions, proposals and agreements relating to the services. GOVERNING LAW This Agreement shall be governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales. Core Call Ltd Company Registration Number: 17285444 ICO Reference: ZC178387 Website: www.corecall.co.uk Email: support@corecall.co.uk England & Wales