Support, Escalation & Grievance

1. CUSTOMER SUPPORT

For general assistance with Alayn, please contact:

Email: info@alaynai.com

Our support team can assist with matters including:

• Account and access issues
• POS and KDS functionality
• Inventory and workforce management
• Platform features and configuration
• Technical issues
• Integrations
• Billing and subscriptions
• Product guidance
• Feature requests

When contacting us, please provide sufficient information for us to identify your account and understand the matter.

2. TECHNICAL SUPPORT

For technical issues, we recommend including:

• Business name
• Registered Alayn account email
• Relevant outlet or location
• Description of the issue
• Date and approximate time the issue occurred
• Device, browser or system being used
• Screenshots, recordings or other relevant information, where available

This information helps our team investigate and resolve issues efficiently.

3. BILLING & SUBSCRIPTION SUPPORT

For enquiries relating to subscriptions, invoices, payments, renewals or cancellations:

Billing Support: info@alaynai.com

Please include your invoice number, transaction reference or registered account email where available.

Refunds and cancellations are handled in accordance with our Refund & Cancellation Policy and any applicable customer agreement.

4. PRIVACY & DATA PROTECTION

For enquiries concerning personal information, Customer Data or data protection:

Privacy Contact: brahmglobalholdings@gmail.com

This includes matters relating to:

• Personal data
• Data access
• Data correction
• Data deletion
• Privacy concerns
• Data security
• Unauthorised access
• Data protection requests

Our processing of personal information is governed by our Privacy Policy and Security & Data Protection Policy.

5. ESCALATION PROCESS

We aim to resolve customer matters at the earliest reasonable opportunity.

If you believe an issue has not been adequately resolved through standard support, you may request an escalation.

6. GRIEVANCE OFFICER

For formal grievances concerning Alayn's Services, privacy, data protection or customer rights, you may contact:

The Grievance Officer will review complaints falling within the applicable legal and regulatory framework and coordinate an appropriate response.

7. RESPONSE TIMES

We aim to acknowledge and address enquiries as promptly as reasonably practicable.

Response times may vary depending on:

• The complexity of the matter
• The information provided
• Whether investigation by a third party is required
• The severity of a technical issue
• The nature of the grievance
• Applicable legal or regulatory requirements

Where a matter requires additional investigation, we may provide an update regarding its progress.

For urgent security or data-protection matters, please clearly identify the matter as URGENT — SECURITY / DATA PROTECTION in your email subject line.

8. SECURITY INCIDENTS

If you believe that an Alayn account or Customer Data has been compromised, please notify us immediately at: brahmglobalholdings@gmail.com

Please provide as much relevant information as possible.

We may request additional information to verify the account, assess the incident and take appropriate protective measures.

Our handling of security incidents is further described in our Security & Data Protection Policy.

9. FAIR AND PROFESSIONAL RESOLUTION

We are committed to handling customer concerns fairly, respectfully and professionally.

Where appropriate, we will:

• review the information provided;
• investigate the relevant circumstances;
• consider applicable contractual terms and policies;
• communicate the outcome clearly; and
• take reasonable corrective action where appropriate.

Nothing in this process limits any rights or remedies available to you under applicable law.

10. CUSTOMER RESPONSIBILITIES

Customers are expected to provide accurate information and cooperate reasonably with support and investigation processes.

Customers should not:

• knowingly provide false information;
• impersonate another person;
• attempt to circumvent security procedures;
• submit malicious files or content;
• abuse support channels; or
• use support channels for unlawful purposes.

Where necessary to protect our personnel, systems or customers, Alayn may restrict abusive or malicious use of support channels.

11. ENTERPRISE CUSTOMERS

Enterprise customers may have dedicated support arrangements, escalation procedures or service-level commitments under a separate written agreement.

Where such an agreement applies, its specific support and escalation provisions will take precedence to the extent of any inconsistency with this page.