1. AGREEMENT TO TERMS

This document constitutes a legally binding agreement between you, whether personally or on behalf of an entity (“Customer”), and Predicore Technology LLC (“Predicore”, “we”, “us” or “our”), in relation to your access and use of our services, applications and website (hereinafter, the “Services”).

By accessing or using the Services, you confirm that you have read, understood and agree to be bound by these Terms of Service. If you do not agree with all these Terms, you should not use our Services.

2. CHANGES TO THE TERMS

Predicore may modify these Terms when necessary to reflect changes in our services, business practices or legal requirements. Substantial modifications will take effect 30 days after notification, which will be made through:

• Email to the Customer’s registered address
• Notification in the administration portal
• Publication on our website

For minor changes, we will update the “last updated” date at the beginning of these Terms.

During the 30-day period, the Customer may review the changes and decide whether to continue using the Services under the modified terms. Continued use of the Services after the modifications take effect will constitute acceptance of such changes.

If the Customer does not agree with substantial changes, they may terminate the Services without penalty during this period.

3. ELIGIBILITY

The Services are intended for users over 18 years of age. By using the Services, you confirm that you meet this age requirement.

4. INTELLECTUAL PROPERTY

All content, features and functionalities of the Services, including, but not limited to, text, graphics, logos, icons, images, audio clips, digital downloads and software, are owned by Predicore or our licensors and are protected by copyright, trademark and other intellectual property laws.

5. LIMITED LICENSE

We grant you a limited, non-exclusive and non-transferable license to access and use the Services for internal business purposes, subject to these Terms.

6. APPROPRIATE USE OF THE SERVICES

6.1 Acceptable Use

You agree to use Predicore’s Services solely for legitimate business purposes and in accordance with these Terms. Our Services are designed for predictive monitoring, data analysis and industrial asset management.

6.2 Use Restrictions

You agree not to:

• Use the Services illegally or to promote illegal activities
• Transmit, store or distribute any material that infringes intellectual property rights
• Access or attempt to access other users’ accounts
• Interfere with or disrupt the integrity or performance of the Services
• Reverse engineer, decompile or attempt to extract the source code of our software
• Use the Services for high-criticality activities where failures could result in serious property damage, injury or death without adequate redundant measures
• Collect or store personal information from other users without their consent
• Transmit any malware, viruses or harmful code
• Use the Services to conduct penetration testing or vulnerability assessments without express written authorization

6.3 User Content

You are solely responsible for any data, information or content that you upload, transmit or use in connection with the Services (“User Content”). You represent and warrant that you have all necessary rights to such User Content and that it does not violate applicable laws or third party rights.

6.4 Monitoring and Enforcement

Predicore reserves the right, but has no obligation, to monitor the use of the Services to verify compliance with these Terms. We may investigate possible violations and take actions we deem appropriate. Before suspending or terminating access to the Services, Predicore will notify the Customer about the alleged violation and grant a reasonable period (minimum 5 business days) to respond or remedy the situation, except in cases of serious violations that put the security or integrity of the Services at risk.

6.5 System Resources

Use of the Services is subject to reasonable system resource limits. Predicore will clearly establish and communicate these limits, which will be proportional to the contracted plan. In the event that the Customer requires temporarily exceeding these limits, Predicore will work with the Customer to accommodate such needs without interruptions, although additional previously agreed charges may apply.

7. PRIVACY AND DATA PROTECTION

7.1 Privacy Policy

Your use of the Services is also subject to our Privacy Policy, which is incorporated by reference into these Terms. Our Privacy Policy describes how we collect, use, process and protect your personal data.

7.2 Data Protection

Predicore complies with all applicable personal data protection laws and regulations, including the General Data Protection Regulation (GDPR) in jurisdictions where applicable. We implement appropriate technical and organizational measures to protect personal data, including:

• Data encryption in transit and at rest
• Role-based access controls
• Continuous security monitoring
• Periodic vulnerability assessments
• Security awareness programs for employees

7.3 Roles of the Parties

For purposes of applicable data protection legislation, the Customer acts as Data Controller with respect to personal data of its users and other data it provides to Predicore, while Predicore acts as Data Processor of such data.

7.4 Data Processing

Predicore will process personal data only:

• For the provision of contracted Services
• As necessary to comply with legal obligations

7.5 Security Breach Notification

In the event of a security breach affecting personal data processed on behalf of the Customer, Predicore will:

• Notify the Customer without undue delay, within 48 hours after becoming aware of the breach
• Provide sufficient information to allow the Customer to comply with any notification obligation to authorities or affected individuals
• Reasonably cooperate with the Customer in investigating, mitigating and remediating the breach

8. PAYMENTS AND BILLING

8.1 Fees and Payments

For paid services, you agree to pay all applicable fees according to the prices agreed in your specific contract. Payments will be made in the specified currency and by the payment methods we accept.

8.2 Price Changes

Predicore may modify its prices for future subscription periods. Price changes will be notified at least 60 days in advance of contract renewal. Prices will remain fixed during the contracted period, unless a change is mutually agreed upon.

8.3 Taxes

Fees do not include applicable taxes, which will be added as appropriate.

8.4 Payment Delays

Predicore will notify the Customer about pending payments and grant a grace period of 15 days before taking any action that affects the service.

9. TERM AND TERMINATION

9.1 Term

The agreement will begin on the effective date specified in your contract and continue for the agreed initial period, automatically renewing for successive periods equal to the initial period, unless either party notifies its intention not to renew at least 60 days in advance of the renewal date.

9.2 Cancellation by Customer

The Customer may cancel their subscription at any time by written notice to Predicore. The cancellation will be effective at the end of the current billing period, unless otherwise specified in the particular contract.

9.3 Termination for Cause

Either party may terminate this agreement for cause if the other party materially breaches any term of this agreement and does not remedy such breach within 30 days following written notice thereof.

9.4 Effect of Termination

Upon termination of the agreement:

• The Customer’s access rights to the Services will cease
• Predicore will retain the Customer’s data for a period of 90 days, during which the Customer may request a copy of their data
• The Customer must pay all outstanding fees for Services used until the termination date

9.5 Survival

Provisions relating to intellectual property, confidentiality, limitation of liability, indemnification, applicable law and dispute resolution will survive the termination of this agreement.

9.6 Reactivation after Temporary Cancellation

In the event that the Customer requests reactivation of the service after a voluntary temporary cancellation, an activation fee equivalent to US$50 per sensor (or its equivalent in the contract currency) will apply. This fee covers administrative and technical costs associated with reconfiguration and service startup.

10. WARRANTIES AND LIMITATION OF LIABILITY

10.1 Predicore’s Warranties

Predicore warrants that:

• It has the legal right to provide the Services
• The Services will function substantially in accordance with applicable documentation and the SLA
• It will provide the Services with reasonable skill and care, in accordance with industry standards
• It will not intentionally introduce malware or harmful code into the Customer’s systems

10.2 Warranty Exclusions

Except for the express warranties set forth in this agreement, the Services are provided “as is” and “as available”. Predicore does not warrant that the Services will be uninterrupted, error-free or that they will meet specific Customer requirements that have not been expressly agreed in writing.

10.3 Limitation of Liability

To the maximum extent permitted by applicable law:

• Neither party will be liable for indirect, incidental, special, consequential or punitive damages
• Predicore’s total cumulative liability arising from or related to this agreement will not exceed the fees paid by the Customer during the 30 days prior to the event giving rise to the liability

11. INDEMNIFICATION

11.1 Indemnification by Customer

The Customer will defend, indemnify and hold harmless Predicore against third-party claims arising from:

• User Content
• The Customer’s use of the Services in violation of these Terms or applicable laws
• Integration of the Services with products or services not provided by Predicore

11.2 Procedure

Indemnification obligations are conditioned on the indemnified party:

• Promptly notifying the indemnifying party about the claim
• Granting the indemnifying party exclusive control of the defense and settlement
• Providing reasonable assistance to the indemnifying party

12. APPLICABLE LAW

These Terms will be governed by and interpreted in accordance with the laws of the country where Predicore has its principal place of business, without regard to its conflict of law provisions.

13. DISPUTE RESOLUTION

13.1 Amicable Negotiation

The parties will attempt to resolve any dispute related to these Terms through good faith negotiation. Both parties will designate representatives with authority to resolve the dispute, who will meet (in person or virtually) within 15 days following notification of the dispute.

13.2 Mediation

If the dispute cannot be resolved through negotiation within 30 days, the parties will submit the dispute to mediation under the mediation rules of a recognized and mutually agreed dispute resolution organization.

13.3 Arbitration

If mediation does not resolve the dispute within 60 days from its initiation, the dispute will be resolved by binding arbitration. The arbitration will be conducted by a single arbitrator in accordance with the rules of the International Chamber of Commerce. The seat of arbitration will be the city where Predicore has its principal place of business. The language of arbitration will be Spanish or English, as agreed by the parties.

13.4 Exceptions

Notwithstanding the foregoing, each party may seek injunctive or equitable relief in a court of competent jurisdiction to protect its intellectual property rights, confidential information or to prevent irreparable harm.

14. GENERAL PROVISIONS

14.1 Relationship of the Parties

Nothing in these Terms creates a partnership, joint venture, agency or employment relationship between the parties.

14.2 Assignment

The Customer may not assign or transfer its rights or obligations under these Terms without Predicore’s prior written consent, which will not be unreasonably withheld. Predicore may assign these Terms to an affiliated entity or in connection with a merger, acquisition, corporate reorganization or sale of all or substantially all of its assets.

14.3 Force Majeure

Neither party will be liable for non-compliance or delays in performance resulting from causes beyond its reasonable control, including, but not limited to, acts of war, terrorism, natural disasters, electrical failures, third-party telecommunications failures or government regulations.

14.4 Notices

All notices under these Terms must be in writing and will be deemed delivered when received:

• Personally
• By certified or registered mail
• By email, with confirmation of receipt

14.5 Waiver and Severability

Failure to exercise or delay in exercising any right or remedy will not constitute a waiver. If any provision of these Terms is deemed invalid or unenforceable, such provision will be interpreted consistently with applicable law to reflect, to the extent possible, the original intentions, and the remaining provisions will remain in full force and effect.

14.6 Entire Agreement

These Terms, together with any Particular Contract between the parties, constitute the complete and exclusive agreement between Predicore and the Customer and supersede all prior and contemporaneous agreements and understandings.

In case of conflict between documents, this order will prevail:

1. Particular Contract (includes Service Orders, Statements of Work, etc.)
2. These Terms of Service
3. Privacy Policy and data protection annexes
4. Any other cited document

Any modification must be in writing and signed by authorized representatives of both parties.

15. CONTACT

If you have questions about these Terms, contact us at: legal@predicore.com

16. SERVICE LEVEL AGREEMENT (SLA)

16.1 Service Availability

Predicore commits to maintaining service availability of 99.0% measured monthly, which represents the time during which the platform access interfaces (frontend services and backend services) are operational and responding to requests.

The availability calculation will be based on the following formula: Availability = (Total Time – Downtime) / Total Time × 100%

16.2 Support Response Time

16.2.1 Support Response Time for Security Incidents

Predicore will respond to support requests for Security incidents according to the conditions specified in section 25.2 of these Terms.

16.2.2 Reliability Support Response Time

Predicore will respond to Reliability support requests according to the conditions specified in section 25.1 of these Terms.

16.3 Non-Compliance Credits

In case of failing to meet the committed availability, Predicore will grant service credits according to the following scale:

• Availability less than 99.0% but greater than 98.5%: credit of 5% of monthly billing
• Availability less than 98.5% but greater than 97.5%: credit of 10% of monthly billing
• Availability less than 97.5%: credit of 15% of monthly billing

To be eligible for these credits, you must notify the non-compliance within 30 days after the end of the month in which it occurred.

16.4 Credit Claim Procedure

To request credits for SLA non-compliance, the Customer must send a request to Predicore’s support team including:

• Date and duration of downtime
• Description of impact on operations
• Logs or evidence documenting the downtime (if available)

Predicore will review the request and respond within 10 business days.

16.5 Application of Credits

Approved credits will be applied to future invoices and are not refundable in cash. Unused credits will expire after 12 months.

16.6 Exclusions

Availability excludes:

• Scheduled maintenance communicated at least 48 hours in advance
• Force majeure events outside our reasonable control
• Problems arising from third-party networks or customer equipment

The SLA does not apply during free trial periods or if the Customer is in material breach of the Terms of Service, including payment obligations more than 30 days overdue. Additionally, it will not apply if data unavailability is caused by:

• Local connectivity problems of IoT devices
• Interruptions due to poor cellular or WiFi network signal
• Failures in the customer’s network infrastructure
• Incorrectly installed IoT devices or removed or moved from their agreed installation point
• Electromagnetic interference in the customer’s environment

17. ACCESS AND USER MANAGEMENT

17.1 Shared Responsibility for Access

Predicore and the Customer share responsibility for managing user access to the Services:

17.1.1 Predicore’s Responsibilities

Predicore commits to:

• Provide adequate tools for user access management
• Implement and maintain role-based access controls
• Log and monitor access activities to detect unauthorized use
• Provide training and documentation on secure access management
• Respond promptly to requests for creation, modification or deletion of access
• Notify the Customer about identified suspicious activities

17.1.2 Customer’s Responsibilities

The Customer is responsible for:

• Requesting the creation of new user accounts only for authorized personnel
• Keeping their authorized users’ information updated
• Requesting the removal or deactivation of access when an employee:
  • Ends their employment relationship with the Customer
  • Changes functions and no longer requires access to the Services
  • Is on extended leave
  • For any other reason their access to confidential information should be suspended

17.2 Procedure for Removal Requests

The Customer must:

• Notify Predicore about user removals through official channels (email to applications@predicore.com or to their designated Customer Success Specialist)
• Make the removal request within a reasonable timeframe, ideally within 5 business days from the employee’s departure or change of functions
• Include in the request the full name, email and any other identifier of the user whose access should be removed
• In cases of sensitive or high-risk termination, the Customer must expressly indicate the urgency of the request, and Predicore will process these priority requests within 24 hours

17.3 Consequences of Non-Compliance

Predicore will not be responsible for unauthorized access that occurs due to lack of timely notification by the Customer, except in cases where Predicore has identified suspicious activity and has not taken reasonable measures to investigate or notify the Customer.

17.4 Security and Credential Management

17.4.1 User Responsibility

Each user is responsible for:

• Maintaining the confidentiality of their access credentials (username and password)
• Not sharing their credentials with other people, even within the same organization
• Creating and using secure passwords that comply with Predicore’s password policy
• Logging out of all devices when finishing using the platform
• Immediately notifying their administrator and Predicore upon any suspicion of credential compromise

17.4.2 Prohibitions

The following are strictly prohibited:

• Using another user’s access credentials
• Attempting to access the platform by impersonating another person
• Storing passwords in insecure locations or in plain text
• Using the same password used on other services or platforms

17.4.3 Security Requirements

Predicore requires that users comply with minimum security standards, including:

• Periodic password changes (at least every 6 months)
• Use of equipment with updated software and protected against malware

17.4.4 Credential Management Assistance

Predicore will provide assistance in:

• Resetting forgotten passwords
• Blocking compromised accounts
• Configuring secure password policies customized for eligible customers
• Implementing single sign-on (SSO) solutions for eligible customers

18. SPECIFIC TERMS FOR HARDWARE ON LOAN

18.1 Ownership and Modalities

Loan: Sensors and other hardware devices delivered under the loan modality remain the exclusive property of Predicore.

Purchase option: The Customer may exercise the option to purchase the devices according to the terms and prices specified in their service contract.

18.2 Responsibilities of the Parties

18.2.1 Predicore’s Responsibilities

Predicore commits to:

• Provide devices in good working condition and fit for their purpose
• Provide detailed documentation on technical specifications and required environmental conditions
• Provide adequate training on correct use of the devices

18.2.2 Customer’s Responsibilities

The Customer commits to:

• Use the devices only for intended purposes and according to provided technical manuals
• Maintain the devices in adequate operating conditions
• Not alter, modify or disassemble the devices without written authorization from Predicore
• Not remove or alter labels, serial numbers or other identifying marks
• Protect devices from adverse environmental conditions according to technical specifications
• Immediately notify Predicore of any damage, malfunction or loss of devices
• Allow access for Predicore technical personnel for maintenance or verification of device status when necessary
• Ensure that devices are connected to stable and protected power sources

18.3 Installation and Configuration

The Customer will be responsible for initial installation and configuration of devices, unless there is a particular agreement regarding installation or configuration.

Any subsequent relocation will require prior approval from Predicore and must be performed by authorized personnel.

The Customer must provide installation conditions according to specifications previously communicated by Predicore.

Plant access requirements must be specified by the customer with due notice to evaluate any additional costs that may arise.

18.4 Warranty and Maintenance

Devices on loan have warranty throughout the agreement period.

Predicore will provide preventive maintenance according to the schedule established in the contract.

Repairs or replacements necessary due to normal use will be covered by Predicore.

Damages caused by evident misuse, gross negligence or clearly inappropriate documented environmental conditions will be the Customer’s economic responsibility, following joint inspection and agreement between the parties.

18.5 Equipment Return

At the end of the agreement, if the purchase option has not been exercised:

• The Customer will return all devices in good condition, considering normal wear from use
• Predicore will coordinate with the Customer the uninstallation and proper packaging
• Predicore will cover logistics costs for equipment return, unless otherwise agreed
• Both parties will conduct a joint inspection of devices to document their condition

18.6 Purchase Option

The Customer may exercise the purchase option by written notice to Predicore.

The purchase price will be calculated as established in the service contract.

Once the purchase is completed, ownership will transfer to the Customer.

Devices acquired through purchase option will have a limited 90-day warranty after property transfer.

18.7 Loss or Irreparable Damage

In case of loss, theft, destruction or irreparable damage to loaned devices:

• The Customer must immediately notify Predicore
• The parties will jointly investigate the circumstances
• If the incident occurred despite the Customer taking all reasonable precautions, responsibility will be shared equitably
• If the incident was due to gross negligence or non-compliance with security guidelines, the Customer will be responsible for covering the replacement cost according to the value established in the contract
• Predicore commits to replacing devices within a reasonable timeframe following incident resolution

18.8 Insurance

Predicore will maintain basic insurance covering devices against manufacturing defects and technical failures not attributable to the Customer.

The Customer is recommended to include loaned devices within their commercial property insurance policy.

The Customer must inform Predicore about insurance coverage protecting the devices.

18.9 Device Maintenance

Replacement of standard batteries in devices will be the exclusive responsibility of the Customer, who must follow technical specifications provided by Predicore to ensure proper equipment operation.

19. UPDATES AND MAINTENANCE

19.1 Scheduled Updates

Predicore will perform periodic updates to improve the service, implement new functionalities or correct errors. These updates are classified as:

Critical updates: Related to security or correction of critical errors. Will be implemented as soon as possible, with advance notice whenever feasible.

Major updates: Include significant changes in functionality or interface. Will be scheduled with at least 2 weeks’ notice and documentation about changes will be provided.

Minor updates: Incremental improvements and non-critical corrections. Will be scheduled with at least 48 hours’ notice.

19.2 Maintenance Windows

Scheduled maintenance windows will be established preferably during low-usage periods.

The Customer may request preferred dates or times for scheduled maintenance, which Predicore will reasonably consider.

19.3 Maintenance Notifications

Predicore will notify at least 48 hours in advance of any scheduled maintenance that may affect service availability.

Notifications will include estimated duration, expected impact and affected components.

For critical updates requiring immediate implementation, Predicore will make every effort to notify the Customer as far in advance as possible.

19.4 Compatibility and Testing

Predicore will ensure backward compatibility whenever technically possible.

Predicore will maintain updated documentation on technical requirements and changes in each version.

19.5 Service Validity and Activation

The service is considered formally initiated once data collected by sensors is available on the platform for at least 50% of contracted assets. This date will be used as reference for calculating billing and service renewal cycles.

20. DATA BACKUP AND RECOVERY

20.1 Backup Policies

Predicore will implement and maintain backup procedures that include:

• Daily incremental backups of Customer data
• Automatic verification of backup integrity
• Periodic restoration tests to verify functionality

20.2 Data Retention

Daily backups will be retained for a period of 7 days from their creation.

Customer data will be retained for a period of 90 days after service termination, unless otherwise agreed in writing.

20.3 Disaster Recovery

Predicore implements disaster recovery protocols that include:

• Geographic replication of data in physically separated data centers
• Redundancy in critical components
• Documented escalation and response procedures
• Recovery Time Objective (RTO) as specified in the SLA
• Recovery Point Objective (RPO) guaranteeing minimal data loss in case of disaster

20.4 Data Recovery Requests

The Customer may request recovery of specific data through support ticket.

Predicore will process data recovery requests within 24 business hours for normal operational data.

Predicore will document each recovery process and provide a report to the Customer.

21. DATA EXPORT

21.1 Data Ownership

Customer data belongs exclusively to the Customer.

Predicore acts only as processor of such data.

Predicore will not use Customer data for any purpose not expressly authorized.

21.2 Export Mechanisms

Predicore provides multiple mechanisms for the Customer to export their data:

• Export to industry-standard formats, according to technical feasibility
• Documented APIs for automated data extraction
• Export tools in the user interface
• Technical assistance for complex or large-volume exports

21.3 Post-Termination Conditions

The Customer will have a period of 90 days after service termination to request a complete copy of their data.

During this period, Predicore will provide at least one complete export at no additional cost.

For additional or special exports, reasonable administrative fees previously agreed may apply.

After the retention period, data will be securely deleted following industry-standard protocols.

22. REGULATORY COMPLIANCE

22.1 Personal Data Protection

Predicore complies with applicable legislation regarding personal data protection, including:

• General Data Protection Regulation (GDPR) in jurisdictions where applicable
• Local data protection legislation of countries where it operates
• Specific sector standards as applicable

22.2 Security Audits

Predicore conducts internal security audits periodically.

Upon specific request and confidentiality agreement, Predicore may share an executive summary of relevant audit results with eligible customers.

For customers with specific regulatory requirements, Predicore may facilitate additional and specific audits, following coordination and under mutually agreed terms.

22.3 Notification of Regulatory Changes

Predicore will monitor changes in relevant regulatory requirements and notify Customers about those that may significantly affect the service or Customer responsibilities.

23. USAGE LIMITATIONS

23.1 Storage

The service includes automatic scalable storage that adapts to the Customer’s operational needs.

Storage capacity grows dynamically according to Customer requirements without additional configuration.

All necessary storage is included in the Customer’s contracted plan rate, with no additional costs.

23.2 Permitted Users

The number of users who can access the service is limited according to the contracted plan.

Predicore will periodically verify compliance with this limit.

Excess users will be billed proportionally according to current rates.

The Customer may increase their user limit at any time.

24. SCALABILITY AND RESOURCES

24.1 Additional Capacity

The Customer may request temporary or permanent additional resources through designated support channels.

For predictable temporary needs, the Customer must make the request at least 5 business days in advance.

For emergency increases, Predicore will make reasonable efforts to provide additional capacity as soon as possible.

Predicore will maintain a capacity reserve to accommodate reasonable demand spikes.

24.2 Overuse Costs

Usage that exceeds limits established in the contracted plan will be subject to clearly documented additional fees.

Predicore will notify the Customer before applying overuse charges.

The Customer may establish maximum spending limits to avoid unexpected charges.

For customers with variable usage patterns, Predicore will offer billing options based on actual consumption.

24.3 Capacity Planning

Predicore will collaborate with the Customer in capacity planning for anticipated high-traffic events.

For customers with significant projected growth, Predicore will offer strategic planning sessions at no additional cost.

Predicore will provide recommendations on resource optimization based on usage pattern analysis.

25. TECHNICAL SUPPORT

25.1 Reliability Support

25.1.1 Standard Reliability Support

Unless otherwise specified in the service contract, Predicore offers:

• Monitoring center
• Manual diagnosis and support by certified Reliability Analysts after each notification
• Personalized notification follow-up via email or other mechanism agreed with the Customer
• Designated project engineer
• Quarterly executive reports quantifying the solution’s value
• Infrastructure and data storage monitoring to ensure reliable data
• Pending item follow-up meetings
• Response time for critical notifications: 3 business hours

25.1.2 Service Hours

Standard business hours: Monday to Friday, 8:00 AM to 5:00 PM (Customer time zone)

25.2 Security Incident Support

25.2.1 Standard Security Incident Support

Unless otherwise specified in the service contract, Predicore offers:

• Email support during standard business hours
• Response time for Critical incidents: first response in 2 hours, during business hours
• Response time for High incidents: first response in 4 hours, during business hours
• Response time for Medium incidents: first response in 8 business hours
• Response time for Low incidents: first response in 24 business hours

25.2.2 Service Hours for Security Incidents

Standard business hours: Monday to Friday, 8:00 AM to 5:00 PM (Customer time zone)

25.2.3 Service Channels for Security Incidents

Email: security@predicore.com

25.2.4 Security Incident Escalation Procedure

Predicore will provide a clear escalation procedure for incidents not resolved within agreed response times, including:

• Specific contacts at each escalation level
• Conditions and timeframes for escalation
• Management follow-up guarantee for escalated incidents

26. SUBPROCESSORS AND SUPPLIERS

26.1 List of Subprocessors

The Customer authorizes Predicore to contract subprocessors for data processing necessary for service provision.

Predicore will provide the Customer, upon written request, an updated list of subprocessors used in service provision.

Predicore guarantees that subprocessors comply with security measures equivalent to those established in these Terms.

Predicore will notify the Customer about any significant changes in subprocessors used that could affect Customer data security or processing.

27. THIRD-PARTY INTEGRATIONS

27.1 Responsibilities

Predicore is not responsible for problems arising from third-party services integrated with the platform.

The Customer acknowledges that integrations with third-party services are subject to the terms and conditions of such services.

Predicore will make reasonable efforts to maintain compatibility with commonly used third-party services, but cannot guarantee their continued operation.

27.2 Authorizations

The Customer authorizes Predicore to access third-party services on their behalf when necessary to provide the Services.

This authorization may be revoked by the Customer at any time, with the understanding that this could affect certain feature functionality.

Predicore will explicitly request any additional authorization needed before establishing new integrations.

27.3 Third-Party API Changes

Predicore is not responsible for changes in external service APIs that may affect integrations.

However, Predicore will make commercially reasonable efforts to adapt integrations to external API changes as soon as possible.

Predicore will notify the Customer about significant changes in key integrations that may affect their use of the service.

27.4 Integration Support

Predicore will provide detailed documentation on available integrations.

Predicore will offer basic support for problems related to standard integrations.

For custom integrations developed by the Customer, Predicore will provide general technical assistance but will not be responsible for their maintenance.

Predicore may offer additional professional services to develop or maintain custom integrations.

28. INACTIVITY AND ABANDONED ACCOUNTS

28.1 Definition of Inactivity

An account is considered inactive after 90 consecutive days without login activity or API use.

Predicore will exclude from this consideration periods when the service is under scheduled maintenance or experiencing interruptions.

28.2 Procedure for Inactive Accounts

After 120 days of inactivity, Predicore may suspend account access (but will not delete data).

Predicore will notify the Customer before any suspension, with at least 15 days’ advance notice.

28.3 Account Recovery

Accounts suspended due to inactivity may be reactivated within 60 days following suspension by request to technical support.

Reactivation will be completed within 1 business day and will not carry additional cost.

After 60 days in suspended status (180 days total inactivity), the account and associated data may be archived.

28.4 Archiving and Deletion

Data from archived accounts will be retained for an additional 12 months before permanent deletion.

During the archive period, the Customer may request recovery of their data through a formal process that could carry a reasonable administrative cost.

Predicore will notify the Customer 30 days in advance before permanent data deletion.

The Customer may request early deletion of their data at any time.

29. CANCELLATION

29.1 Cancellation Procedure

The Customer may cancel the service by following these steps:

1. Send a formal cancellation request through designated support channels
2. Complete a brief exit survey to help Predicore improve its services
3. Coordinate data export as needed
4. Receive written confirmation of cancellation

Cancellation will be effective as established in section 9.2 of these Terms, and all Customer data will be treated as established in section 21.3.

30. COMMERCIAL REFERENCES AND PROMOTIONAL MATERIAL

30.1 Authorization for References

The Customer authorizes Predicore to use its trade name, logo and registered trademark on Predicore’s website, presentations, commercial proposals, marketing materials and other promotional documents, for the purpose of identifying it as a Predicore customer.

Predicore may mention the Customer as a reference in interactions with prospects and prepare anonymous case studies based on implementation and results obtained with the Services, without need for additional approval.

The Customer may request at any time the removal of its name, logo or brand from Predicore’s promotional materials by written notice to info@predicore.com. Predicore commits to remove such material within a maximum period of 7 business days from receipt of the request.

This authorization does not imply a transfer of intellectual property, and Predicore commits to use these elements exclusively for promotional purposes directly related to its services.

31. SMS Terms

31.1 Program

Predicore provides SMS messages for service notifications (the “Program”). The user may enable or disable any notifications that they want to receive, including: machine health alarms, sensor infrastructure alarms, scheduled maintenance alarms, and many other event types concerning the condition monitoring Service.

31.2 Opt-in, Opt-out, Help and Data processing

Opt-In: By providing your mobile number and confirming, you consent to receive SMS messages from us. Business users 18+ only.

Opt-Out: Text STOP to end. We will send one confirmation message and cease further messages. To resume, sign in and re-enroll.

Help: Text HELP, contact info@predicore.com, or your designated Customer Success Specialist.

Data processing: We process your number, opt-in/opt-out status, timestamps, and delivery metadata to operate the Program and for compliance.

31.3 Charges, Frequency and Delivery

Message and data rates may apply. Message frequency varies by use; you can expect one message per event. For instance, you may receive 5 SMS per day about the events you choose to be subscribed to, as per section 31.1.

We do not guarantee delivery. Carriers are not liable for delayed or undelivered messages.

31.3 Changes

We may update these SMS Terms. Your continued use of the Program after notice constitutes acceptance.