Support Services Schedule

Annexure B to the youX Software Licence Agreement

1. Support Services Schedule – youXapply

Scope of Support:

  • • Diagnosing widget functionality or errors on dealership websites
  • • Support for customer-facing application flow issues
  • • Troubleshooting pre-approval or credit service integration errors (e.g. Equifax, Illion)
  • • Advice on QR code linkage and configuration
  • • Assistance with API submission diagnostics and lead failures

Exclusions:

  • • Website CMS issues or third-party web host outages
  • • Lead source or CRM integration errors outside of widget scope
  • • Custom CSS/branding support
  • • Customer or applicant support directly (first-line support sits with the dealer)

2. Support Services Schedule – youXfind

Scope of Support:

  • • Troubleshooting and validation of incoming lead sources
  • • Lead routing logic support
  • • Diagnosis of tagging or source attribution errors
  • • Assistance with duplicate or missed lead records

Exclusions:

  • • Lead source platform issues (e.g. Carsales connectivity)
  • • Misconfigured CRMs or non-compliant lead formats
  • • Sales team follow-up processes or engagement strategies

3. Support Services Schedule – youXscan

Scope of Support:

  • • Assistance with QR code generation and testing
  • • Troubleshooting QR scan failures or misrouting
  • • Support for redirect configuration or campaign link accuracy
  • • Guidance on refresh cycles for QR assets

Exclusions:

  • • Printing or signage execution
  • • Network or mobile device camera issues
  • • Tracking analytics not routed through youX systems

4. Support Services Schedule – youXtestdrive

Scope of Support:

  • • User access and permission issues
  • • Test drive session logging or failure diagnostics
  • • Troubleshooting digital form capture issues
  • • Review of audit trail for dispute resolution

Exclusions:

  • • Vehicle tracking hardware or telematics system issues
  • • Legal or liability interpretation of digital form content
  • • Data entry errors by dealership staff

5. Support Services Schedule – youXmanage

Scope of Support:

  • • User account provisioning and permission support
  • • Workflow troubleshooting (deal stage, compliance status)
  • • Upload or tagging support for documents
  • • Dashboard data reporting issues
  • • Bug fixes and functionality issues

Exclusions:

  • • CRM-to-platform sync errors outside the youX environment
  • • Reporting logic changes or custom KPI dashboards
  • • Finance team business process or training

6. Support Services Schedule – youXbuild

Scope of Support:

  • • Post-deployment issue resolution within agreed feature warranty
  • • Break/fix support for delivered custom modules
  • • Developer handover clarifications on completed work

Exclusions:

  • • Ongoing iteration or feature change requests
  • • Custom work outside the scope of the approved Customisation Order
  • • Requests without UAT completion and sign-off

7. Support Services Schedule – youXconnect

Scope of Support:

  • • Diagnosing and resolving API availability or authentication issues
  • • Clarifying API endpoint documentation, request parameters, and usage guidance
  • • Identifying and resolving defects in API behaviour or output
  • • Credential provisioning and token management support
  • • Notification of scheduled maintenance or version updates
  • • Assistance with secure document upload routing or communication failures between youX and third-party systems

Exclusions:

  • • Issues arising from client-side implementation errors (e.g. incorrect endpoint calls)
  • • Problems caused by unauthorised middleware or unsupported SDKs
  • • Third-party infrastructure failures (e.g. dealer CRM, broker platform, ISP outages)
  • • Training or technical architecture consulting beyond API documentation

Client Responsibilities (API-specific)

  • • Ensure API integration follows published documentation and security guidance
  • • Provide accurate payload samples and logs when reporting issues
  • • Maintain secure infrastructure and credentials for API usage
  • • Notify us of any significant changes in third-party broker or platform arrangements that may affect the integration

Common Conditions (for all modules)

Client Responsibilities:

  • • Follow guidance provided in documentation and onboarding
  • • Provide timely logs, screenshots or user feedback as requested
  • • Ensure internal user training and first-line triage before escalation
  • • Remain current on all fee payments as per agreement

Delivery of Support:

Defect SLAs

Severity Description Target Resolution
Critical Platform/module is unavailable or degraded for all users 8 business hours
Serious Key functionality is impaired for a broad user set 16 business hours
Minor Does not prevent use but causes inconvenience 70 business hours

Maintenance and Availability

  • • 24-hour notice for non-emergency maintenance
  • • Best-effort scheduling outside business hours (AEST)
  • • Australian-based cloud backup and 99.9% uptime target

Modifications and Versioning

  • • Backward-compatible enhancements prioritised
  • • Minimum 30 days’ notice for breaking changes

Fees

  • • Support is included in the relevant licence fee unless otherwise noted
  • • Custom technical work is subject to written approval at standard hourly rates