Technical Support and Reissuance Policy

Instrument

Technical support and license reissuance policy

Status

Annex forming part of the End User License Agreement

Version

2.2

Effective date

September 14, 2026

Authoritative language

Spanish

Governing law

United Mexican States

This Policy governs the provision of technical support ancillary to the paid license of the computer program known as Billarisa, as well as the scenarios in which the License File may be reissued. It forms an integral part of the End User License Agreement and is construed together with the General Terms of Sale.

CLAUSE 1SCOPE OF APPLICATION

1.1This Policy applies to any CUSTOMER that has acquired a paid license of the Software and is current in the performance of its obligations.

1.2This Policy does not constitute a service level agreement (SLA) and creates no obligation of result for the LICENSOR. The timeframes stated are indicative and express the standard of attention that the LICENSOR undertakes to pursue using its best efforts.

CLAUSE 2INCLUDED SUPPORT

2.1During the thirty (30) calendar days following issuance of the paid License File, the LICENSOR shall provide the CUSTOMER, at no additional charge:

1. a)assistance with installing and activating the Software on the Authorized Device;
2. b)up to three (3) remote access sessions of up to thirty (30) minutes each;
3. c)guidance on the use of the features corresponding to the package contracted;
4. d)diagnosis of incidents attributable to the Software.

2.2Support hours are Monday to Friday, from 10:00 to 19:00, Central Mexico time, excluding the statutory public holidays set out in the Mexican Federal Labor Act.

2.3The LICENSOR shall endeavor to provide a first response within twenty-four (24) business hours of receiving the request.

2.4The support channels are the email address billarisaoficial@gmail.com and the messaging channel used to place the order.

CLAUSE 3CUSTOMER OBLIGATIONS

3.1In order for support to be provided, the CUSTOMER shall:

1. a)describe the incident precisely and provide any evidence reasonably requested, such as screenshots or error messages;
2. b)have the Authorized Device switched on, connected to the internet, and authorized staff present during the agreed remote session;
3. c)back up the Local Database before any intervention;
4. d)refrain from handling Software or Local Database files during the session, except where expressly instructed by the LICENSOR.

3.2Any failure by the CUSTOMER to cooperate that prevents diagnosis shall suspend the running of response times and may result in closure of the incident, upon prior notice.

CLAUSE 4SUPPORT EXCLUSIONS

4.1The following are not covered by the included support, unless separately agreed and paid for:

1. a)repair or reinstallation of the operating system, removal of malicious software and configuration of antivirus programs;
2. b)defects in hardware, peripherals, thermal printers, cabling or consumable supplies;
3. c)the establishment's communications network, internet access service and configuration of network equipment not supplied by the LICENSOR;
4. d)unlimited training, redesign of the CUSTOMER's operating processes, and bulk data entry or migration;
5. e)custom development, reports or integrations;
6. f)on-site assistance at the establishment's premises;
7. g)incidents arising from use of the Software in breach of the End User License Agreement.

4.2Classification of requests. For the purposes of this Policy, CUSTOMER requests are classified as: a) operational questions; b) technical incidents attributable to the Software; c) minor configuration; and d) requests for new functionality. Only items a) to c) are covered by the included support set out in Clause 2.

4.3Reclassification. Where a request exceeds the included support, the LICENSOR shall notify the CUSTOMER before performing any work, specifying the applicable category — additional configuration, implementation, custom development, integration or extended support — the estimated scope and the applicable consideration. No work outside the included support shall be performed or charged without the CUSTOMER's prior approval.

4.4Reclassifying a request does not relieve the LICENSOR of its duty to handle, within the included support, that part of the same request which does fall within the scenarios of Clause 2.

CLAUSE 5REMOTE ACCESS

5.1Remote access shall be carried out through the program installed by the CUSTOMER at the LICENSOR's invitation, subject to the CUSTOMER's express authorization for each session.

5.2Access shall be specific, temporary and limited to the authorized session. Upon its conclusion, all access rights cease.

5.3The LICENSOR shall not extract the Local Database except at the CUSTOMER's express request and for backup or diagnostic purposes, in accordance with the Comprehensive Privacy Notice.

5.4The CUSTOMER is responsible for closing or safeguarding any information unrelated to the Software that may be visible during the session.

CLAUSE 6REISSUANCE OF THE LICENSE FILE

6.1The license remains uniquely tied to the machine fingerprint of the Authorized Device. Replacing the hard drive, key components or the device itself unbinds that fingerprint.

6.2Reissuance is subject to the following rules:

6.3Reissuance invalidates the previous License File and does not authorize simultaneous use of the Software on more than one device.

6.4The CUSTOMER shall evidence the hardware failure with such documentation as it reasonably holds, such as a service order or a repair or replacement invoice.

6.5Reissuance requests shall be handled within the timeframes stated in Clause 2, section 2.3.

6.6No numerical limit. Reissuance due to evidenced hardware failure is not subject to a maximum number of occasions, whether during the included support period or thereafter. The LICENSOR may refuse or condition it only where the failure is not evidenced under section 6.4, or where repeated requests reveal use contrary to Clause 4 of the End User License Agreement, in particular simultaneous use of the Software on more than one device.

6.7The reissuance right set out in this clause subsists for as long as the LICENSOR remains in operation. Should it permanently cease operations, Clause 8, section 8.4, of the End User License Agreement shall apply.

CLAUSE 7PERIOD FOLLOWING INCLUDED SUPPORT

7.1Upon expiry of the period set out in Clause 2, the Software continues to operate under the terms of the license contracted, and its operation does not depend on support being in force.

7.2Subsequent support shall be provided subject to the LICENSOR's availability, with no committed timeframes, unless the PARTIES enter into an extended support agreement.

7.3Any extended support agreement shall be made in writing and shall specify scope, term and consideration.

CLAUSE 8EVALUATION LICENSE

8.1The evaluation license covers only the guidance needed for activation and for verifying that the Software starts correctly on the Authorized Device.

8.2The evaluation license does not create any right to the support set out in Clause 2 or to any reissuance.

CLAUSE 9SUSPENSION OF SUPPORT

9.1The LICENSOR may suspend the provision of support, upon prior notice to the CUSTOMER, where:

1. a)there is an outstanding overdue amount payable by the CUSTOMER;
2. b)use of the Software in breach of the End User License Agreement is detected;
3. c)the CUSTOMER engages in offensive or abusive conduct towards the LICENSOR's personnel.

9.2Once the cause is remedied, support shall resume for the remainder of the included period.

CLAUSE 10AMENDMENTS TO THIS POLICY

10.1The LICENSOR may amend this Policy by publishing the version in force on the Website, stating its number and effective date.

10.2Each license shall be governed by the Policy published at the time the License File was issued. Subsequent amendments shall not reduce support already accrued.

CLAUSE 11LANGUAGE

11.1This Policy is issued in Spanish. The English translation published on the Website is provided to facilitate understanding and, in the event of discrepancy, the Spanish text shall prevail.

CLAUSE 12GOVERNING LAW AND JURISDICTION

12.1This Policy is governed by the laws of the United Mexican States and is subject to the jurisdiction set out in Clause 32 of the End User License Agreement.