Service Availability and Downtime Policy

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At IceRide, we are committed to providing our users with a reliable and efficient service at all times. However, there may be instances when service interruptions or scheduled maintenance cause temporary unavailability. This policy outlines the conditions for service availability, expected downtimes, user notification protocols, and steps to address unforeseen disruptions.

1. Service Availability CommitmentIceRide strives to maintain optimal performance and availability of its platform and services. Our goal is to ensure that the IceRide platform is available to users 99.5% of the time annually, barring scheduled maintenance or events beyond our control. This percentage reflects our dedication to ensuring that our users—drivers and riders alike—experience minimal disruptions.

2. Scheduled MaintenanceFrom time to time, IceRide may need to perform scheduled maintenance on its platform to improve performance, introduce new features, or implement security updates. We will always aim to schedule such maintenance during off-peak hours to minimize inconvenience.

• Notice of Maintenance: Whenever possible, users will be notified at least 48 hours in advance via email, SMS, or app notifications regarding any planned maintenance windows.
• Duration: Scheduled maintenance is expected to last between 1 to 4 hours, but this may vary based on the complexity of the task.

3. Unplanned Downtime and OutagesIn cases of unexpected outages or system failures, IceRide will take all necessary steps to restore services as soon as possible. Such unplanned downtime may be caused by events like:

• Server issues or data center failures
• Unforeseen technical glitches
• External factors like natural disasters, cyberattacks, or major network disruptions

4. Communication During Outages

• User Notification: In the event of unplanned downtime, users will be notified through various channels, including email, SMS, and app notifications. We will provide regular updates to ensure transparency regarding the status of the issue.
• Real-Time Updates: Users will be able to check our Service Status Page, where real-time information regarding platform availability and expected resolution time will be posted.

5. Service Credits and CompensationIn cases where the platform experiences significant outages that affect user experiences, we may offer compensation or service credits on a case-by-case basis. These credits are typically available to users who experience severe disruptions for prolonged periods, such as:

• Extended unplanned downtime of more than 12 hours
• Multiple outages occurring within a short timeframe

Eligible users can apply for service credits by contacting IceRide Customer Support at support@iceinnovations.ai.

6. Limitations and ExclusionsCertain events are outside the control of IceRide and may result in unavoidable service interruptions. Such events include, but are not limited to:

• Acts of nature, such as floods, earthquakes, or other natural disasters
• Cybersecurity incidents like Distributed Denial of Service (DDoS) attacks
• Third-party service provider outages, such as hosting or payment gateway failures

IceRide is not responsible for downtime caused by these external factors, but we will make every effort to mitigate the impact and communicate with users.

7. Recovery and Incident ResponseAfter any outage or service disruption, our technical team will conduct a post-incident review to understand the root cause and implement any necessary improvements to prevent future occurrences. Key actions include:

• Incident analysis
• System updates or patches to address vulnerabilities
• Improvements to our backup and failover systems to enhance platform resilience

8. User ResponsibilitiesUsers are encouraged to ensure that they are using the most recent version of the IceRide app and to update their mobile operating system and browser regularly to ensure compatibility with our platform. Additionally, users should report any issues they experience with the platform as soon as possible to allow us to address them in a timely manner.

9. Contact for Service IssuesIf you experience service availability issues or have concerns regarding platform downtime, please reach out to us at:

• Email: support@iceinnovations.ai

We are committed to resolving any issues as quickly as possible and appreciate your patience as we work to maintain a high standard of service quality.