Schedule A
Customer Engagement Platform
Section 1: Scope of Services
1. Customer Engagement
Features:- Get a unified view of your customer and deliver data-driven insights for personalization and channel engagement performance.
- Create segments based on behavior events and CRM data
- Automate cross-channel workflows on various channels like email, SMS, etc.
Data Purging: Netcore will permanently purge data per the Data Retention Policy -
https://cedocs.netcorecloud.com/docs/policy 2. Email Marketing
Features:- Create responsive and AMP templates.
- Scheduled automated journeys and batch and blast broadcast campaigns
- Reports and Insights on program performance
3. Mobile Marketing
Features:- Create mobile message templates.
- Scheduled automated journeys and batch and blast broadcast campaigns to a short or long code.
- Reports and Insights on program performance
4. Google RCS
Features:- Trusted messages with verified business benchmark and full brand name
- Richer media (High resolution photos, rich cards, carousels, GIFs, etc.)
- Conversational replies
- Scheduled automated journeys and batch and blast broadcast campaigns
- Reports and Insights on program performance
5. Onsite Messaging
Features:- Web-based forms for data capture
- Web personalization
- Web push notifications
- Reports and Insights on program performance
6. App Marketing
Features:- In-App Messages - Connect with users active within the app with messages that boost user engagement and user retention.
- App Push Notifications
- Scheduled automated journeys and batch and blast broadcast campaigns
- Reports and Insights on program performance
7. WhatsApp Marketing
Features:- Create messaging templates
- Scheduled automated journeys and batch and blast broadcast campaigns
- Reports and Insights on program performance
Section 2: Service Level Agreement
1. Service Level Reviews
Netcore will ensure that the Services work in accordance with the service levels stated below.
2. Service Level Guarantees
The Customer Engagement Platform is provided with an availability of 99.5% uptime.
Service uptime refers to the period during which a service is operational and available to users.
Calculation: Service Uptime (%) = (Total Operational Time/ Total Time) x 100
Total Time: Total time (in minutes) refers to the entire duration of the measurement period excluding scheduled maintenance windows. This is calculated annually.
Total Operational Time: Total operational time (in minutes) includes all periods when the service is functional and accessible to users. This too is calculated annually.
3. Reporting
Customer can access all the standard reports provided for assessing Netcore’s performance during the previous calendar month against the Service Levels. Customer may validate such reports whenever required.
4. Root Causes
Netcore will identify root causes or, when informed by the Customer of any service issue, identify the correct causes of the problems for which Netcore is responsible under this Agreement and resolve the same as per the response timelines in point 8 below.
5. Escalation Matrix
Below is the escalation matrix, concerns can be escalated to the next levels, provided at least 2 hours have been given to each level for response.
6. Support Communication
Generate tickets by sending an email to helpdesk@netcorecloud.com
7. Support Hours
Standard Support working hours are 24x7x365
8. Response Timelines
| Priority | Priority Description | Response Time |
| P1 – Mission Critical | Essential services are down, causing a critical impact on business operations; no workaround available. | 30 mins |
| P2 – Urgent | Essential services are significantly degraded and/or impacting significant aspects of business operations. | 2 hours |
| P3 – Minor | The support request consists of “how to” questions or documentation questions. | 1 Business day |
Schedule B
CPaaS Platform
Section 1: Scope of Services
1. Netcore Email API
Features:- AI-powered email delivery with real-time tracking, smart engagement insights, and webhook support.
- Enterprise-grade security with easy integration via API & SMTP protocols including 2FA, IP binding, encrypted reports, and zero PII/email content storage.
- Globally reliable infrastructure across multiple data centers for seamless, secure delivery.
- Expert deliverability consulting to maximize performance and ensure compliance.
2. SMS API
Features:- Robust SMS API with HTTP/HTTPS integration for transactional, scheduled, and event-triggered messaging.
- Two-way communication via Long/Short Codes, Missed Calls, and real-time webhooks.
- Advanced portal access for API control, reports, URL shortening, and customer interaction tracking.
- Reliable & secure delivery with end-to-end encryption and guaranteed OTP delivery.
3. WhatsApp Business API
Features:- Automated & personalised WhatsApp messaging to boost engagement and brand relevance.
- Seamless API integration with CRMs, websites, and unified dashboard for multi-account management.
- Two-way communication via bots or live agents for real-time interactions.
- Compliance-ready with opt-in management, multilingual templates, and 90-day reporting.
4. Google RCS API
Features:- Enables branded, interactive messaging with rich media like images, videos, GIFs, carousels, and smart CTAs for enhanced customer engagement.
- Supports two-way conversations with AI chatbots and live agents for real-time support and better customer experience.
- Provides verified branding with sender ID name, logo, and profile, along with delivery insights through read receipts and conversation analytics.
- Offers secure opt-in/out management and integrates seamlessly via REST APIs for scalable, automated messaging campaigns.
Section 2: Service Level Agreement
1. Service Level Reviews
Netcore will ensure that the Services work in accordance with the service levels stated below.
2. Service Level Guarantee
Service Uptime: Service uptime refers to the period during which a service is operational and available to users.
Calculation: Service Uptime (%) = (Total Operational Time/ Total Time) x 100
Total Time: Total time (in minutes) refers to the entire duration of the measurement period excluding scheduled maintenance windows.
Total Operational Time: Total operational time (in minutes) includes all periods when the service is functional and accessible to users.
| Sr. No. | Product/ Service | Service Up time |
| 1 | SMS API | 99.95% |
| 2 | Email API | 99.95% |
| 3 | WhatsApp API | 99.95% |
| 4 | RCS API | 99.95% |
3. Reporting
Standard reports will be available on the client UI, with a demo provided for access and interpretation. Reports update in near real-time based on received data, with accuracy dependent on recipient domain error codes. Custom reports beyond the standard offering can be requested, subject to feasibility and potential charges.
4. Root Causes
Netcore will identify root causes or, when informed by the Customer of any service issue, identify the correct causes of the problems for which Netcore is responsible under this Agreement and resolve the same as per the response timelines in point 8 below.
5. Escalation Matrix
Below is the escalation matrix, concerns can be escalated to the next levels, provided at least 2 hours have been given to each level for the response.
6. Support Communication
There are two ways in which calls can be logged as below,
- Generate a ticket by sending an email to help@netcorecloud.com
- You can connect to Netcorecloud’s CPaaS team by Chat support by logging into the panel and clicking on chat.
7. Support Hours
Standard Support working hours are 24x7x365
8. Response Timelines
| Priority | Priority Description | Response Time |
| P1 – Mission Critical | Essential services are down, causing a critical impact on business operations; no workaround is available. | 30 mins |
| P2 – Urgent | Essential services are significantly degraded and/or impacting significant aspects of business operations. | 2 hours |
| P3 – Minor | The support request consists of “how to” questions or documentation questions. | 1 Business day |
9. Purging of Personally Identifiable Information (PII)
Netcore shall retain usage data and summary of information for billing, audit, service improvements and responding to the Client’s queries.
| Sr No | Product | PII Information Stored | Retention period |
| 1 | SMS API | Mobile , message | 3 months + Current month |
| 2 | Email API | Email address | 3 months + Current month |
| 3 | WhatsApp | Mobile , message | 3 months + Current month |
| 4 | RCS | Mobile , message | 3 months + Current month |
Diwali Engagement Playbook is now Live
