Annex Service Levels, Support and Operational Conditions 2026.2

Introduction

This Service Schedule forms an integral part of the Agreement and describes the specific provisions applicable to the Services. It supplements the general provisions of the Agreement and applies in accordance with the order of precedence of contractual documents set out in Article 15 of the GTC.

For the purposes of this document, the following definitions supplement those set out in the Agreement:

• “Request” means any reproducible operational incident or request for assistance brought to Neostore's attention.
• “Defect” means any reproducible defect, malfunction or non-conformity of the Service compared with its Documentation.
• “Integration Interface” means any synchronous or asynchronous flow or interaction between The Wallet Crew and a third-party system operated by the Customer or a partner.
• “Environment” means a coherent set of software and infrastructure components enabling the Service to be provided to a Customer.

1. Service Description and Scope

The Wallet Crew is a SaaS solution published by Neostore SAS and operated through a secure technological infrastructure, enabling the Customer to issue, distribute, update, validate and manage various types of digital passes, including loyalty cards, gift cards, vouchers, tickets and invitations, subscriptions and membership cards, intended to be stored in mobile wallet applications such as Apple Wallet, Google Wallet or any other compatible environment.

Depending on the Quote signed by the Customer, the Services include in particular:

• creation, issuance, distribution, management and updating of digital passes;
• synchronization with the Customer's or its partners' systems through Connectors and APIs, including ticketing, CRM, e-commerce, POS, marketing and loyalty platforms;
• configuration and operation of Apple Wallet and Google Wallet certificates;
• management and configuration of pass templates, including design, fields, display rules and associated settings;
• configuration of enrollment forms, links and landing pages enabling Consumers to enroll and/or add passes to their Wallets;
• provision of an SDK and frontend components, including the “Add to Wallet” button, which may be integrated into the Customer's user journeys;
• provision of pass validation, reading and scanning tools, including the Pass Scanner application, depending on the subscribed scope;
• provision of APIs enabling, in particular, pass updates, sending of push notifications, dynamic updating of information displayed in passes and synchronization with third-party systems;
• access to marketing Connectors, including Salesforce Marketing Cloud, Actito, Adobe, Bloomreach, Klaviyo or equivalent solutions, depending on the options subscribed to by the Customer and specified in the Quote;
• access to an optional SFTP server, subject to the Quote, for importing, exchanging or updating passes through files;
• access to a The Wallet Crew back-office in test and production Environments, enabling configuration, administration and operation of the above elements;
• monitoring functionalities for data flows, processing tracking and access to technical logs;
• sending of transactional emails or notifications using the solution used by Neostore;
• configuration of a custom domain name provided or approved by the Customer;
• maintenance services;
• support services;
• any other service, option, module or project described in the Quote or any applicable contractual document.

Where applicable, Neostore develops, operates and maintains one Connector by default to a data source defined by the Customer. Any request for an additional Connector shall be subject to a separate Quote.

The Wallet Crew acts as a middleware platform and does not:

• control the devices of Authorized Users and/or Consumers or their operating systems;
• operate Apple Wallet or Google Wallet;
• control the country or feature availability of wallet platforms;
• provide or certify scanning, access control or NFC hardware.

No service level commitment is made in respect of such external components.

The exact scope of the Service subscribed to by the Customer, including modules, Connectors, APIs, Environments, options, volumes, usage thresholds and any applicable limitations, is specified in the Quote.

2. Data and Architecture

Back-office access is secured through Auth0, with MFA available depending on configuration.

Unless otherwise provided in the Agreement, the Service includes one production Environment and one test Environment.

The purpose of the test Environment includes configuration testing, qualification, integration testing, Connector validation, quality assurance and update testing prior to deployment into production. Its functional scope, version and patch level may differ from those of the production Environment.

The hosting region and, where applicable, the technical point of delivery of the Service (POD / cloud region) are specified in the Agreement, the Quote or the Documentation.

The Customer acknowledges that Service performance may depend on the selected hosting region, the Customer's own technical constraints and those of its suppliers or partners.

For performance, security and quality-of-service purposes, Neostore reserves the right to purge temporary data, caches, technical queues and log data, provided that, unless otherwise agreed, an indicative history of technical event logs is retained for ninety (90) days.

For data and configurations actually hosted by Neostore as part of the Service, Neostore implements appropriate backup and restoration mechanisms.

In the event of damage affecting the infrastructure operating the Service, Neostore shall use reasonable efforts to restore the Service using the most appropriate available backup, with target RPO and RTO objectives that may be specified in the Agreement, Documentation or an operational appendix.

3. Service Availability

Neostore guarantees continuous access to the Service with a monthly availability rate of 99.5%, excluding:

• planned maintenance, which may be viewed in real time at https://status.thewalletcrew.io. The Customer must subscribe to maintenance notifications in order to be informed of such maintenance. Neostore cannot ensure such notification without this subscription;
• emergency maintenance, in particular where required for the security, stability or integrity of the Service;
• unavailability attributable to the Customer, a Third-Party Service, networks, suppliers or third-party components not covered by the Service, including Apple Wallet and Google Wallet;
• attacks, unlawful use or use contrary to the Agreement, non-payment, instructions from a competent authority, threats affecting third parties or any force majeure event.

Except in specific circumstances, planned maintenance shall, where reasonably possible, be performed outside peak usage periods, within a maintenance window that may be defined by Neostore, for example between 00:00 and 07:00 local time in the hosting region.

Availability is measured solely in respect of the production Environment. Availability means the ability to access the Service, including, where applicable, through a workaround enabling the Customer to continue using the essential functionalities of the Service.

The availability measurements produced by Neostore using its monitoring tools shall be binding between the Parties.

4. Backup Policy

Neostore implements backup, retention and resilience measures appropriate to the various categories of data processed by The Wallet Crew.

Configuration Data

For The Wallet Crew configuration data, Neostore undertakes to implement the following mechanisms:

• versioning enabled with retention of versions for twelve (12) months in the production and test Environments;
• soft delete enabled with a retention period of ninety (90) days;
• automated daily backups retained for thirty (30) days;
• replication of data using ZRS (Zone Redundant Storage) across three (3) separate zones located in France.

Digital Pass Data

For data relating to digital passes, an automated continuous backup mechanism is implemented with a retention period of thirty (30) days.

Purpose of These Measures

These measures are intended to contribute to Service continuity, limit data loss in the event of a technical incident, and enable data restoration in accordance with the Service architecture and the capabilities of the hosting services used.

5. Maintenance

Neostore provides:

• corrective maintenance, including correction of incidents and malfunctions;
• evolutionary maintenance, including adaptations required in particular due to Apple Wallet, Google Wallet and Customer/Partner integrations.

The Customer acknowledges that certain updates, due to their functional, ergonomic or technical content, may require verification, testing or adaptation of its own configurations, Connectors, specific developments, integrations, SDKs, webhooks, APIs, reports, exports or third-party components. Such verification remains the responsibility of the Customer.

Where compatibility of a specific development, Integration Interface, advanced configuration or third-party component is no longer ensured following an update to the Service, any analysis, correction, assistance, training or reconfiguration that may be required may be subject to additional charges.

6. Monitoring and Observability

Neostore monitors data flows and integrations, including API calls, processing and synchronizations.

Access to technical logs is made available through the platform in order to enable:

• incident diagnosis;
• analysis of integration errors;
• monitoring of processing and synchronizations.

Neostore may also suspend, limit or reschedule the execution of requests, processing operations, imports, exports or synchronizations where their resource consumption, volume or behavior is likely to adversely affect the overall stability, security or performance of the Service.

7. Support and Incident Management

Technical support is limited to incidents or Defects directly attributable to The Wallet Crew or to Connectors operated by Neostore.

Unless otherwise specified in the Quote, support is provided in French and/or English, Monday to Friday from 9:00 a.m. to 6:00 p.m. French time, via:

• Email: [email protected]
• Portal: https://support.thewalletcrew.io/
• Documentation: https://docs.thewalletcrew.io/

Any applicable response or handling times shall be calculated exclusively during the support opening hours indicated on the Portal or otherwise communicated by Neostore. Such periods begin when a complete, qualified and reproducible Request has been registered.

To facilitate the provision of Support, the Customer undertakes to provide an accurate description of the Request and the situation encountered, including relevant context, error messages, sequence of actions, screenshots, logs, useful technical identifiers and the affected scope, so that Neostore can reproduce, qualify and prioritize the incident or Defect.

The Customer shall ensure that it does not share more information, including personal or confidential data, than is strictly necessary for Neostore to process the Request. In particular, the Customer shall not provide Neostore with any secret, including passwords, access keys, tokens or other authentication credentials, regardless of format. Where applicable, the Customer shall itself enter such secrets in the locations specifically provided by Neostore for that purpose.

Neostore acknowledges receipt of any registered Request within four (4) business hours.

Incidents are analyzed and classified according to severity and impact:

• Severity 1, where issuance, updating, distribution or validation of passes in production is impossible and no workaround is available. Neostore shall initiate investigation and handling within four (4) business hours.
• Severity 2, where an essential functionality of the Service is affected but a workaround is available. Neostore shall initiate investigation and handling within one (1) business day.
• Severity 3, for any other Defect not falling within the above severity levels. Neostore shall initiate investigation and handling within five (5) business days.

Following qualification of the Defect, Neostore may, depending on severity, provide a corrective action plan, workaround or maintenance prioritization. Unless otherwise expressly agreed, no fixed resolution time is guaranteed, particularly where third-party systems, components or dependencies are involved.

Unless expressly agreed otherwise, Support does not cover:

• training of Authorized Users;
• configuration or consulting services;
• installation of equipment or applications falling under the Customer's responsibility;
• file repair or transfer;
• any other additional service separate from standard Support.

A Premium Support option, including in particular extended hours, on-call coverage and a dedicated channel, may be subscribed to under a separate Quote.

8. Organization and Responsibilities

The Customer shall appoint at least one administrator or service contact authorized to act as Neostore's primary point of contact for support, access, configuration, Environment management and, more generally, any specific operation relating to the Service.

Neostore may require, for certain support levels or sensitive operations, that Requests be centralized through the contacts designated by the Customer. In such cases, only those designated contacts shall be authorized to contact Support and relay Neostore's responses to other Authorized Users.

9. Third-Party Services and Interoperability

The Customer acknowledges that operation of the Service may depend, directly or indirectly, on Third-Party Services.

Access to such Third-Party Services, their availability, performance, security policies, terms of use, developments, technical or pricing restrictions and regulatory compliance remain the sole responsibility of their respective publishers or providers.

The Customer is solely responsible for entering into and maintaining all contracts, accounts, licences, certificates, keys, quotas, authorizations and prerequisites required by Third-Party Services, unless the Quote expressly provides that Neostore supplies them on the Customer's behalf.

Neostore shall not be liable for unavailability, malfunctions, limitations, validation refusals, feature removals, policy changes, suspension decisions or delisting decisions originating from a Third-Party Service, including Apple Wallet, Google Wallet, CRM, POS, marketing, messaging or cloud platforms.

Where a change to a Third-Party Service requires an adaptation of the Service or its integrations, Neostore may issue an additional Quote corresponding to the work required.