Professional Services Credit Policy

Version 5.0.0

Effective date: August 1, 2026

This policy explains how Professional Services Credits are granted, used, and renewed. They allow the organization to work with the Looplex team to implement, adapt, and enhance its solutions in accordance with the contracted scope.

1 Applicability and contractual documents

This policy applies to the Professional Services Credits specified in the Order, including an accepted commercial proposal. The term Looplex identifies the group company responsible for the contractual arrangement.

The Order defines quantities, term, and commercial conditions. The SOW, when used, describes the scope of work, deliverables, schedule, and acceptance criteria. This policy supplements the Professional Services Terms and the Terms of Use and License, subject to each document’s precedence by subject matter.

2 What the credits are

Professional Services Credits are commercial units used to engage and measure the activities of the Looplex team. They may be included in the subscription or purchased separately, as specified in the Order. They do not, by themselves, represent a fixed number of hours or guarantee the completion of any project.

Credits may be used for activities such as migration from legacy systems; organizing, mapping, and transforming content for AI use; configuring templates and workflows; integrations; training; and enhancing solutions. Inclusion of each activity depends on the approved scope.

These credits have a distinct purpose. They are separate from AI Credits, storage allowances, financial discounts, and SLA service credits, and are not interchangeable with them unless expressly provided otherwise.

3 How services may be contracted

Essential Onboarding, when included in the offering, encompasses only the activities and limits described in that offering. Performing it does not reduce a separately granted credit balance unless expressly stated in the Order.

Additional services may be contracted through a package, a custom project, credits, or a Managed Service subscription. A package or predefined scope may have a fixed monetary price or a fixed number of credits, depending on the expressly contracted arrangement. Managed Services have their own activities, capacity, duration, and compensation.

For plans with a monthly commitment, initial implementation will be contracted as a fixed-price package separate from the subscription, with the scope and any stages defined in the Order or SOW. The price may be paid in installments without becoming part of the platform’s monthly subscription fee. Subsequent services may use credits when contracted on that basis.

For plans with an annual or longer term, the Order may include implementation and enhancement credits within the subscription. Services performed using these credits will not incur additional monetary implementation charges, up to the contracted balance and within the authorized scope.

4 Availability and validity of included credits

The quantity granted for the initial term will be made available in full upon contracting, unless the Order specifies a date, and may be used from the time it is made available through the end of that term. The term follows the subscription start through actual or deemed activation, as provided in the Order and the Billing Policy. Payment in installments does not divide the availability of credits into installments.

Included credits expire at the end of the term for which they were granted, including when that term is 24 months or another period longer than one year. There is no automatic replenishment on an intermediate anniversary of a multiyear contract unless expressly provided otherwise.

Unused balances do not roll over or transfer to the renewal term. An available balance does not eliminate the need to plan, schedule, and approve services.

5 Credits upon renewal

Subscription renewal does not automatically repeat the initial grant. For a new grant to occur, the Order must expressly specify the quantity or rule applicable to renewals.

When the Order adopts the rule of 50% of the initial grant, each new term of equal duration will receive half the quantity originally granted for the initial term. The calculation remains based on the initial grant, without successive reductions.

For example, an annual arrangement with 120 initial credits and an express provision adopting this rule will receive 60 credits at each annual renewal. The previous balance expires, and the new grant remains valid for the new term. If the contractual duration changes, the quantity and validity period must be specified in the new Order.

A smaller grant upon renewal does not, by itself, reduce the subscription price, which remains subject to the contracted commercial conditions.

6 Planning and consumption

Before each activity, package, or stage begins, the parties will record the scope, assumptions, and consumption method: a fixed number of credits or effort-based metering under the accepted rate table or criteria. An effort estimate is not a fixed price or a commitment to complete an unlimited scope.

Consumption will be recorded based on activities performed, capacity reserved, or expressly contracted milestones. Meetings, analysis, configuration, development, testing, training, and project management may form part of the effort. The Customer may request a statement of consumption and the balance.

Changes in scope, new requirements, or changes in assumptions will be assessed for their credit and schedule implications and will require recorded approval. Correction of a material failure to meet an acceptance criterion will be governed by the Professional Services Terms and will not be treated as new scope.

Scheduling takes into account contracted capacity, team availability, and project dependencies. Credits do not guarantee exclusive dedication or immediate performance. Special priority or capacity arrangements require express contracting.

The Customer must provide data, access, decisions, and validations within the agreed deadlines. Pauses, scheduling cancellations, remobilization, and reserved capacity will be governed by the SOW and the Professional Services Terms. Scheduling alone does not extend the validity of credits; any extension must be recorded between the parties.

7 Additional credits and plan changes

Additional credits require a purchase and have their own quantity, price, availability date, and validity period. If no validity period is expressly stated, they expire 12 months after being made available. They do not renew automatically unless an express recurring arrangement has been contracted.

An upgrade, downgrade, or addition of a product does not automatically cancel or replace an existing granted balance, restart its validity period, or generate a new full grant. The change Order must specify any additional credits or replacement of benefits, preserving previously contracted conditions that have not been expressly modified.

An available balance does not authorize out-of-scope services or overage consumption. As the approved limit approaches, the parties may prioritize deliverables, purchase additional credits, or contract a new package or SOW.

8 Platform resources used in projects

Credits compensate for Professional Services. AI Credits, storage, calls, integrations, third-party resources, and other consumption during implementation or enhancement are metered under the platform conditions unless expressly included in the project price.

The Order or SOW must identify included resources, their quantities or limits, and the treatment of overages. Resources included in the project price will not be charged again or deducted from the Customer’s regular allowance for the same consumption, unless the instrument expressly states that inclusion means use of that allowance.

9 Termination and general conditions

Credits are not transferable to third parties, cannot be converted into cash, and do not entitle the Customer to a refund for nonuse, except pursuant to an acknowledged adjustment, an express contractual provision, or a legal obligation.

When the subscription effectively terminates, unused credits included in it expire. Additional credits tied to a standalone SOW are governed by their own conditions, and activities that depend on the platform require the corresponding access rights.

Termination does not automatically convert included credits that have already been used into a separate implementation charge. Payment obligations and termination effects expressly contracted for the subscription, services, and consumed resources remain in force.

This policy does not expand licenses or rights to deliverables. Changes will apply prospectively under the contractual mechanisms, preserving consumption already incurred and conditions expressly fixed for the current term.