1. INTRODUCTION

This Appendix 3 forms part of the Smackdab Inc. Solution & Affiliate Partner Agreement (“S&A Agreement”) and the Technology Partner Agreement (“Tech Agreement”) and provides a comprehensive description of the Services offered by Smackdab Inc. (“Smackdab”). In the event of any conflict between this Appendix 3 and the S&A Agreement or Tech Agreement, this Appendix 3 shall prevail with respect to the description of the Services. Capitalized terms not defined herein shall have the meanings ascribed to them in the S&A Agreement, Tech Agreement, or the General Agreement, as applicable.

2. CORE CRM/ERP PLATFORM

2.1. Customer Relationship Management (“CRM”) Module

2.1.1. Contact Management

• Contact and company database with comprehensive profile information

• Contact activity tracking and interaction history

• Contact segmentation and tagging functionality

• Custom fields and data attributes

• Data enrichment capabilities

• Duplication detection and management

• Import/export functionality

• Relationship mapping and visualization

2.1.2. Lead Management

• Lead capture forms and landing pages

• Lead scoring and qualification

• Lead assignment and routing rules

• Lead nurturing workflows

• Lead source tracking and attribution

• Lead conversion process management

• Lead lifecycle analytics

• Web-to-lead functionality

2.1.3. Opportunity Management

• Sales pipeline visualization

• Opportunity tracking and status updates

• Revenue forecasting and analytics

• Win/loss analysis

• Product and pricing configuration

• Quote and proposal generation

• Discount approval workflows

• Competitive intelligence tracking

2.1.4. Account Management

• Account hierarchies and relationships

• Account health scoring

• Account planning tools

• Service level tracking

• Account team collaboration

• Account-based marketing support

• Territory management

• Whitespace analysis

2.1.5. Activity Management

• Calendar integration

• Task assignment and tracking

• Email integration and tracking

• Meeting scheduling and management

• Follow-up reminders

• Activity reporting

• Mobile activity logging

• Voice calling integration

2.2. Enterprise Resource Planning (“ERP”) Module

2.2.1. Financial Management

• General ledger

• Accounts payable

• Accounts receivable

• Cash management

• Fixed asset management

• Tax management

• Financial reporting and analytics

• Multi-currency support

• Multi-company accounting

2.2.2. Supply Chain Management

• Purchase order management

• Inventory management

• Warehouse management

• Order fulfillment

• Supplier management

• Product catalog management

• Barcode scanning functionality

• Lot tracking and serialization

• Supply chain analytics

2.2.3. Human Resources Management

• Employee records management

• Organizational structure management

• Time and attendance tracking

• Leave management

• Performance management

• Recruitment and onboarding

• Training and development tracking

• Employee self-service portal

• HR analytics and reporting

2.2.4. Project Management

• Project planning and scheduling

• Resource allocation and management

• Task assignment and tracking

• Project budgeting and cost tracking

• Time tracking and approval

• Project collaboration tools

• Project templates

• Project portfolio management

• Project analytics and reporting

2.2.5. Manufacturing Management

• Bill of materials (BOM) management

• Production planning and scheduling

• Work order management

• Quality control and assurance

• Equipment maintenance scheduling

• Manufacturing cost tracking

• Shop floor control

• Manufacturing analytics

• Product lifecycle management

2.3. Analytics and Reporting

2.3.1. Standard Reports

• Pre-configured reports for all major modules

• Role-based report access

• Export capabilities (Excel, PDF, CSV)

• Scheduled report delivery

• Report sharing and collaboration

• Historical reporting

• Cross-module reporting

• Mobile report access

2.3.2. Custom Reporting

• Report builder tool

• Custom field reporting

• Formula fields and calculated metrics

• Custom filters and parameters

• Conditional formatting

• Interactive dashboards

• Data visualization options

• Cross-object reporting

2.3.3. Analytics

• Predictive analytics

• Trend analysis

• Comparative analysis

• Cohort analysis

• Funnel analysis

• Attribution modeling

• AI-driven insights

• Anomaly detection

2.3.4. Business Intelligence

• Data warehouse integration

• OLAP capabilities

• ETL tools

• Data modeling

• Advanced visualization library

• KPI tracking and goals

• Embedded analytics

• Self-service business intelligence

2.4. Integration and Extensibility

2.4.1. API Access

• RESTful API

• GraphQL API

• SOAP API (legacy support)

• Webhook support

• API rate limits by tier

• API authentication and security

• API management console

• API documentation and developer resources

2.4.2. Pre-built Integrations

• Email service providers

• Marketing automation platforms

• E-commerce platforms

• Social media platforms

• Accounting software

• Document management systems

• Communication tools

• Payment processing systems

• ERP systems

• Business intelligence tools

2.4.3. Extensibility Framework

• Custom app development framework

• Custom object creation

• Custom workflow rules

• Custom button and link creation

• Custom page layouts

• Formula fields and validation rules

• Custom code execution

• Custom event handlers

2.4.4. Marketplace

• Third-party application directory

• Integration certification program

• Partner solution showcase

• Application installation management

• Ratings and reviews

• Category browsing

• Solution comparison tools

• Partner-to-partner integrations

3. PREMIUM FEATURES AND ADD-ONS

3.1. Advanced Analytics Module

3.1.1. Advanced Analytics Features

• Machine learning-based predictive models

• Natural language query capabilities

• Advanced data visualization library

• Automated insight generation

• Embedded analytics for external portals

• Time-series forecasting

• Scenario planning and what-if analysis

• Prescriptive recommendations

3.1.2. Data Management Features

• Data preparation and cleansing tools

• Advanced data transformation

• Data governance framework

• Data lineage tracking

• Data quality monitoring

• Master data management

• Big data connectors

• Data federation capabilities

3.1.3. Analytics Deployment Options

• Embedded analytics

• Mobile analytics

• Scheduled analysis runs

• Real-time analytics processing

• Offline analysis capabilities

• Report bursting

• Multi-tenant analytics

• Exportable models

3.2. Enterprise Security Package

3.2.1. Enhanced Authentication

• Multi-factor authentication

• Single sign-on (SSO) integration

• User provisioning and deprovisioning

• Directory service integration

• Password policy management

• Login IP restrictions

• Login hour restrictions

• Device management

3.2.2. Advanced Authorization

• Granular permission sets

• Field-level security

• Record-level security

• Dynamic access controls

• Hierarchical security model

• Segregation of duties enforcement

• Delegated administration

• Permission set analytics

3.2.3. Data Protection

• End-to-end encryption

• Field encryption

• Data masking

• Anonymization capabilities

• Privacy controls and consent management

• Data classification framework

• Data loss prevention

• Personal data handling tools

3.2.4. Security Management

• Security health dashboard

• Threat detection and alerting

• Security event monitoring

• Compliance reporting

• Security policy enforcement

• Vulnerability management

• Session management

• Certificate management

3.2.5. Compliance Tools

• Audit trail with field history tracking

• Compliance reporting

• Data residency controls

• Retention policy management

• Legal hold capabilities

• Export controls

• Compliance template library

• Regulatory update monitoring

3.3. API Access Package

3.3.1. Enhanced API Capabilities

• Increased API rate limits

• Bulk API operations

• Composite API requests

• Streaming API access

• Long-running transaction support

• Async API processing

• API versioning support

• Custom API endpoint creation

3.3.2. Developer Tools

• API testing environment

• API monitoring and analytics

• API documentation generator

• Code snippet library

• Sandbox environments

• API version management

• Error logging and debugging

• Performance optimization tools

3.3.3. Integration Management

• Integration monitoring

• Error handling and retry logic

• Integration version control

• Integration deployment tools

• Environment management

• Integration templates

• Integration analytics

• API credential management

3.4. Custom Integrations

3.4.1. Custom Integration Services

• Custom API development

• Legacy system integration

• Data migration services

• ETL process development

• Real-time integration development

• Middleware configuration

• Integration architecture design

• Integration performance optimization

3.4.2. Integration Support Services

• Integration health monitoring

• Troubleshooting and issue resolution

• Version upgrade support

• Performance tuning

• Configuration adjustments

• Integration documentation

• Knowledge transfer

• Proactive maintenance

3.5. Mobile Access Add-On

3.5.1. Native Mobile Applications

• iOS application

• Android application

• Tablet-optimized interfaces

• Offline functionality

• Push notifications

• Mobile-specific workflows

• Location-based services

• Calendar integration

3.5.2. Mobile Development Framework

• Custom mobile screen builder

• Mobile business process creation

• Mobile-specific validation rules

• Mobile app branding tools

• Mobile analytics

• Mobile app deployment

• Device management integration

• Mobile security controls

4. IMPLEMENTATION AND PROFESSIONAL SERVICES

4.1. Implementation Services

4.1.1. Implementation Offerings

• Express implementation (pre-configured)

• Standard implementation (custom configuration)

• Enterprise implementation (complex customization)

• Phased implementation approach

• Industry-specific implementation templates

• Migration from legacy systems

• Multi-subsidiary implementation

• Global deployment

4.1.2. Implementation Methodology

• Requirements gathering and documentation

• Solution design and configuration

• Data migration and validation

• Integration setup and testing

• User acceptance testing

• User training and enablement

• Go-live support

• Post-implementation review

4.2. Training Services

4.2.1. Training Formats

• Instructor-led training (virtual or on-site)

• Self-paced e-learning modules

• Role-based training paths

• Train-the-trainer programs

• Certification programs

• Quick reference guides

• Video tutorials

• Interactive simulations

4.2.2. Training Content

• Administrator training

• End-user training

• Developer training

• Integration specialist training

• Report builder training

• Process owner training

• Executive overview training

• New feature training

4.3. Support Services

4.3.1. Support Tiers

• Standard support (business hours)

• Extended support (extended hours)

• Premium support (24/7)

• Mission-critical support (dedicated resources)

• Technical account management

• Proactive monitoring

• Health checks and optimization

• Upgrade assistance

4.3.2. Support Channels

• Web-based ticketing system

• Email support

• Phone support

• Live chat support

• In-app support

• Community forums

• Knowledge base

• Video support library

4.4. Consulting Services

4.4.1. Business Process Consulting

• Process analysis and documentation

• Best practice recommendations

• Process optimization

• Change management

• User adoption strategies

• Value realization assessment

• Business process redesign

• Industry-specific solutions

4.4.2. Technical Consulting

• System architecture review

• Performance optimization

• Security assessment

• Integration strategy

• Data governance

• Technical roadmap planning

• Platform optimization

• Scalability planning

5. SERVICE LEVEL AGREEMENT

5.1. Availability

5.1.1. Uptime Commitment

• 99.9% uptime for standard services

• 99.99% uptime for mission-critical services

• Measured on a monthly basis

• Excludes scheduled maintenance windows

• Real-time status monitoring

• Historical uptime reporting

• Service credit eligibility for downtime

• Degraded performance measurement

5.1.2. Maintenance Windows

• Regular maintenance schedule

• Emergency maintenance provisions

• Advance notification requirements

• Regional maintenance scheduling

• Impact minimization strategies

• Maintenance communication channels

• Maintenance deferral options

• Post-maintenance verification

5.2. Performance

5.2.1. Response Time Metrics

• Average page load time

• Transaction processing time

• API response time

• Report generation time

• Search query response time

• File upload/download speed

• Batch processing performance

• Mobile app performance

5.2.2. Capacity Metrics

• Concurrent user support

• Data storage limits

• File storage limits

• API request volume

• Email volume

• Document processing volume

• Workflow processing volume

• Report complexity support

5.3. Support Response

5.3.1. Issue Severity Levels

• Critical (service unavailable)

• High (severe impact/no workaround)

• Medium (moderate impact/workaround available)

• Low (minimal impact)

• Feature request

• Question

• Documentation issue

• Enhancement suggestion

5.3.2. Response Time Commitments

• Critical: 30 minutes

• High: 2 hours

• Medium: 8 business hours

• Low: 24 business hours

• Initial response vs. resolution timeframes

• Escalation procedures

• Progress communication requirements

• Support SLA measurement and reporting

6. SECURITY AND COMPLIANCE

6.1. Security Measures

6.1.1. Infrastructure Security

• Data center security (physical and logical)

• Network security architecture

• Firewalls and intrusion detection/prevention

• DDoS protection

• Vulnerability scanning and patching

• Penetration testing

• Server hardening

• Secure configuration management

6.1.2. Application Security

• Secure development lifecycle

• Code scanning and analysis

• Security testing and validation

• Session management

• Input validation

• Output encoding

• Error handling

• API security

6.1.3. Data Security

• Encryption in transit (TLS 1.2+)

• Encryption at rest (AES-256)

• Key management

• Data classification

• Data masking

• Sensitive data handling

• Backup encryption

• Secure data destruction

6.1.4. Operational Security

• Identity and access management

• Privileged access management

• Change management

• Incident response

• Security monitoring

• Threat intelligence

• Security awareness training

• Third-party risk management

6.2. Compliance Certifications

6.2.1. Industry Certifications

• SOC 1 Type II

• SOC 2 Type II

• ISO 27001

• ISO 27017

• ISO 27018

• Cloud Security Alliance STAR

• HIPAA compliance

• PCI DSS compliance

6.2.2. Regulatory Compliance Features

• GDPR compliance tools

• CCPA/CPRA compliance tools

• HIPAA compliance features

• PCI DSS compliance capabilities

• Record retention management

• Data sovereignty controls

• Consent management

• Data Subject Rights (DSR) request management

7. VERSIONING AND UPDATES

7.1. Release Schedule

7.1.1. Release Types

• Major releases (significant new functionality)

• Minor releases (enhancements and improvements)

• Patch releases (bug fixes and security updates)

• Emergency releases (critical fixes)

• Preview releases (beta features)

• Regional releases (staged deployment)

• Industry-specific releases

• Compliance updates

7.1.2. Release Frequency

• Major releases: Quarterly

• Minor releases: Monthly

• Patch releases: As needed (typically bi-weekly)

• Emergency releases: As required

• Notification timeframes

• Release notes publication

• Preview program participation

• Extended support for previous versions

7.2. Update Process

7.2.1. Update Deployment

• Automated updates for cloud services

• Sandbox preview availability

• Update testing tools

• Rollback capabilities

• Phased deployment

• Dependency management

• Backward compatibility testing

• Feature deprecation policy

7.2.2. Update Communication

• Advance notification requirements

• Release notes and documentation

• Feature highlight communications

• Deprecation notices

• Training materials

• Administrator preview access

• Impact assessment tools

• Post-update verification

8. SERVICE INFRASTRUCTURE

8.1. Deployment Models

8.1.1. Cloud Deployment

• Multi-tenant SaaS architecture

• Regional data centers

• Scalable infrastructure

• Redundant architecture

• Load balancing

• Auto-scaling capabilities

• Content delivery network

• Edge computing capabilities

8.1.2. Dedicated Deployment

• Single-tenant option

• Virtual private cloud

• Dedicated infrastructure components

• Enhanced customization capabilities

• Custom maintenance windows

• Isolated database options

• Enhanced security controls

• Custom backup policies

8.2. Data Management

8.2.1. Data Storage

• Relational database storage

• NoSQL data storage

• File storage

• Document storage

• Archive storage

• Streaming data capabilities

• Data compression

• Storage optimization

8.2.2. Backup and Recovery

• Automated daily backups

• Point-in-time recovery

• Granular restore capabilities

• Backup retention policy

• Disaster recovery planning

• Geographically dispersed backups

• Recovery time objectives (RTO)

• Recovery point objectives (RPO)

8.3. Scalability and Performance

8.3.1. Infrastructure Scalability

• Horizontal scaling (adding instances)

• Vertical scaling (upgrading resources)

• Database partitioning

• Microservices architecture

• Stateless application design

• Caching layer

• Query optimization

• Resource allocation management

8.3.2. Performance Optimization

• Database indexing

• Query optimization

• Caching strategies

• Content delivery optimization

• Asynchronous processing

• Background job processing

• Resource allocation adjustment

• Performance monitoring and alerting

9. LIMITATIONS AND RESTRICTIONS

9.1. Usage Limitations

9.1.1. Platform Limitations

• API request limits by tier

• Concurrent user limits

• Data storage limits

• File storage limits and file size

• Report complexity and size

• Batch processing volume

• Email sending volume

• Record count limits

9.1.2. Feature Limitations

• Record relationship depth

• Formula field complexity

• Workflow rule limits

• Approval process limits

• Custom object limits

• Custom field limits

• Integration connection limits

• Report scheduling limits

9.2. Unsupported Use Cases

9.2.1. Technical Restrictions

• Real-time mission-critical operations

• High-frequency trading applications

• Life-safety critical applications

• Local offline-only operations

• Ultra-low latency requirements (<100ms)

• High-volume streaming data processing

• Cryptographic currency mining

• Quantum computing operations

9.2.2. Content and Usage Restrictions

• Storage of protected health information (without Business Associate Agreement)

• Storage of payment card data (without PCI compliance)

• Unlawful or prohibited content

• Malicious code distribution

• Unauthorized penetration testing

• Network abuse or disruption

• Intellectual property infringement

• Violation of third-party terms of service

10. ADDITIONAL PROVISIONS

10.1. Beta Services

10.1.1. Beta Program Terms

• Participation requirements

• Preview availability timeframes

• Feature stability expectations

• Support limitations

• Feedback requirements

• Confidentiality requirements

• Production use restrictions

• No warranty provisions

10.1.2. Beta Service Limitations

• Feature completion status

• Performance limitations

• Integration limitations

• Documentation limitations

• Service level exclusions

• Support limitations

• Potential data migration requirements upon general availability

• Termination or commercialization notice periods

10.2. Third-Party Services

10.2.1. Integrated Third-Party Services

• Email delivery services

• SMS/MMS services

• Mapping and geolocation services

• Translation services

• Data enrichment services

• Document processing services

• Payment processing services

• Communication services

10.2.2. Third-Party Service Terms

• Pass-through terms and conditions

• Usage limitations

• Support responsibility boundaries

• Service level exclusions

• Data handling notices

• Intellectual property notices

• License limitations

• Discontinuation policies

10.3. Developer Resources

10.3.1. Development Tools

• Developer sandbox environments

• SDK availability

• API explorer tools

• Code sample library

• Developer documentation

• Developer community access

• Debugging tools

• Testing frameworks

10.3.2. Developer Program

• Developer certification program

• Developer community participation

• Developer support resources

• Developer event access

• Early access programs

• Developer recognition program

• Use case showcases

• Development best practices

11. REVISION HISTORY

Version	Date	Description
1.0	April 27, 2025	Initial release

⚠️ ATTORNEY REVIEW NOTE: This Services Description should be thoroughly reviewed to ensure it accurately describes all services and features currently offered by Smackdab. The document should be updated as new features are added or existing features are modified. The limitations section (Section 9) is particularly important to review for legal defensibility, as it establishes clear boundaries for service usage and liability.

© 2025 Smackdab Inc. All rights reserved.