Version 2.0 (October 1, 2026)

Summary

SYNCRON Expert-As-A-Service (“EaaS”) provides SYNCRON’s customers with recurring consultancy on application-related matters, in addition to the services covered by Support or defined in Implementation Projects. Upon CUSTOMER’s request, the Expert Services team will provide assistance and guidance using consultants with relevant experience. Such services may include activities covered by the EaaS package subscribed to by CUSTOMER and, subject to SYNCRON’s prior approval, or any other activities requested by CUSTOMER.

Applicability

This description of Expert-As-A-Service applies to CUSTOMER if he subscribes to the EaaS in the applicable Order Form (or other applicable document). Commercial details are stipulated by specific Order Form (or other applicable document).

Availability

Each EaaS package is capped at a maximum number of EaaS days specified in the Order Form. An “EaaS Day” means an 8-hour day that does not fall on Saturday, Sunday or any Bank Holiday (as defined in SLA or in document specifying SYNCRON’s SLAs). The total number of EaaS Days available during each subscription year (or other 12-month period in the applicable Order Form) will be stipulated in the applicable Order Form (or other applicable document), based on the calculation in the table below.

EaaS-hours will be called off by CUSTOMER as required. The smallest unit that can be planned and called off is one (1) hour.

All time spent performing EaaS Activities, including scoping such activities based on the CUSTOMER’s needs and coordinating the relevant stakeholders (typically executed by project managers), will count toward the CUSTOMER’s purchased EaaS package. If the CUSTOMER requires EaaS Activities exceeding the number of EaaS Days included in the ordered EaaS Package, the additional services will be charged on a time-and-material basis as follows:

a) at the C-200 rate specified in the Standard Rate card in section 3 of the Statement of Work (SOW) (or other clause as the case may be) will apply - if the pricing therein and applicable SOW still applies during order time of EaaS, or

b) at the then-current standard rates as communicated by SYNCRON (email notification will suffice)

and will be charged in a time and material model.

EaaS Activities

The CUSTOMER will specify the activities for which support is required, and SYNCRON will assist the CUSTOMER in identifying the areas where the involvement of EaaS is recommended.

Depending on the SYNCRON solution in place, the below list presents exemplary activities which can be provided as EaaS:

• EaaS “Aftermarket strategy”
  • Support in defining new pricing strategy, turns pricing into a growth lever, not just an operational task
  • Aligns pricing decisions to aftermarket strategy, stronger margin capture
  • Better price consistency across markets/channels
  • Reduced discount leakage
• EaaS “Pricing domain”
  • Advise on strategy and implement Best Practice approaches
    • Review current logics and setup
    • Update to Syncron Best Practice
    • Pricing simulations / optimization
    • Approval workflows
    • Pricing Tasks
    • Update and enhance pricing logics, for example adding competitive and value-based pricing.
    • Item segmentation – marketing codes & segmentation
    • Price Curve Optimization
    • Price revision support
  • Training
    • Update or revamp training material
    • Train newer users and teams
    • Provide training on new features
    • Provide analytics training
• EaaS “Inventory domain”
  • Advise on strategy and implement Best Practice approaches
    • Parameter analysis, industry specific based on experience
    • Advanced features configuration and advising
    • Supply Chain analysis and optimization
    • Standard system use cases and workflows
    • Execution of inventory policy simulations and optimization
    • Inventory segmentation with corresponding stocking strategies
    • RIM dealer adoption
  • Training
    • Update or revamp training material
    • Train newer users and teams
    • Provide training on new features
    • Provide analytics training
• EaaS “Platform Operations”
  • Environment enhancements
    • Feature Tracker
    • What is enabled/contracted vs. what is used?
    • What is available? Identify new features that drive value
    • Upgrade updates/new feature information
    • New modules – info/training package
    • Configuration of new features
    • Health check of currently used functionalities
  • Configuration
    • Review current system configuration
    • Update to Syncron Best Practice
    • Pricing simulations / optimization
    • User roles and permissions
• EaaS “Reporting, AI & Analytics Price”
  • Dashboards and KPI analysis related to
    • Margin and profit analysis per different markets and item segments
    • Revenue trends
    • Sales at loss trends
    • Customer segmentation
    • Customer discount analysis
  • Recommended actions based on the insights from the dashboards
• EaaS “Reporting, AI & Analytics Inventory”
  • Dashboards and KPI analysis related to
    • Stock health
    • Availability development
    • Excess stock development
    • Order acceptance rate and system compliance
    • Sales history and forecast accuracy
  • Recommended actions based on the insights from the dashboards
    • Order atomization strategies
    • Target Service Level adjustments
    • Excess stock management / redistribution / returns
    • User training and/or parameter review

Terms of services

EaaS related travel costs are not included in the Annual SaaS Fee specified in the applicable Order Form. For any travel required to CUSTOMER’s site, the costs will be covered by CUSTOMER on terms specified in Syncron Standard Terms for Professional Services.

Onsite visits to CUSTOMER location will be mutually agreed between the parties prior to any travel.

CUSTOMERS agree that SYNCRON may change resources engaged in EaaS on as needed basis.

SYNCRON will not be held responsible for backlog of tasks due to limitation of resource allocation by CUSTOMER.

In case CUSTOMER does not use the available EaaS Days within a Subscription year or a specified 12-month term, the EaaS Days will expire. EaaS Days cannot be transferred into subsequent years unless SYNCRON was unable to provide the requested capacity on time.

CUSTOMER and SYNCRON will openly communicate with each other regarding key matters of resources’ performance and issues. SYNCRON will take appropriate actions to address the issues. CUSTOMER is responsible for informing SYNCRON in a timely manner of any performance concerns for SYNCRON to be able to take actions.