Galooli follows a structured and transparent process to ensure customer requests are received, evaluated, prioritized, developed, and delivered in alignment with product strategy, architectural principles, and quality standards.

Open

Approved requests enter development planning. On Hold requests remain under active consideration and are periodically re-evaluated. Alternative Solution Recommended indicates that another approach can better achieve the intended business outcome while maintaining alignment with the platform architecture and product strategy.

At Galooli, we view customer feedback and enhancement requests as an important driver of product evolution and long-term partnership. The purpose of this procedure is to establish a transparent, collaborative, and predictable process for receiving, evaluating, prioritizing, developing, and releasing customer-requested software enhancements and features.

Galooli develops and maintains a centralized, unified software platform designed to serve the needs of its broad customer base rather than customer-specific software branches or dedicated product versions.

The architectural principles and product approach described above are further detailed in Galooli's "Galooli Cloud Architecture" document.

This procedure applies to all customer requests for new software features, enhancements, modifications, or functionality changes submitted to Galooli.

3.1 All customer change requests shall be submitted in written form using the designated request channel established between the parties.

3.2 The customer documentation shall include, at a minimum:

• A clear description of the requested functionality.

• The business rationale and expected value.

• Any relevant use cases or workflows.

• Desired outcomes and acceptance criteria, where applicable.

3.3 The customer shall classify each request according to its business priority (High, Medium, or Low).

4.1 Galooli shall review all submitted requests.

4.2 High-Priority Requests
Galooli commits to providing an initial response within a maximum of two calendar weeks from receipt of complete request documentation.
The customer may identify a High-Priority request as Urgent where there is a significant business, regulatory, contractual, or customer-facing impact associated with delaying evaluation of the request. In such cases, Galooli will make reasonable efforts to prioritize the review and provide initial feedback as soon as practicable.

4.3 Medium- and Low-Priority Requests
Galooli will make reasonable efforts to review and discuss the request with the customer to clarify the business need, refine requirements, and evaluate potential approaches.
Galooli does not commit to implementation timelines, target releases, or development scheduling for Medium- and Low-Priority requests.
The customer may reclassify such requests as High Priority at any time.

4.4 Review Outcomes

Approved
The request has been approved for implementation and inclusion in Galooli's development planning process.
The response shall include target release, planned version, implementation timelines, milestones, assumptions, dependencies and any commercial implications.

Alternative Solution Recommended
Galooli has determined that implementation of the requested functionality is not the preferred approach at this time.
Alternative approaches may provide equivalent or greater business value while maintaining alignment with Galooli's architecture and strategy.

On Hold
Galooli recognizes the potential value of the request and would like to keep it under active consideration for future planning discussions; however, implementation is not currently scheduled.
Requests on hold will be re-evaluated after one to two business quarters.

Approved requests shall enter Galooli's development planning process.
Galooli shall identify the planned yearly release version targeted for delivery.
Galooli will make reasonable efforts to avoid changes to communicated timelines and will promptly communicate any significant changes.

Throughout the development lifecycle of approved requests, Galooli, through its designated Account Manager, shall provide progress updates to the customer at least once every two weeks.

Communications may be conducted through Galooli's ticketing system or through another communication method mutually agreed upon by the parties.

All new features and enhancements shall undergo formal verification and validation prior to production release.
The release process shall include staging deployment, QA activities, functional testing, regression testing, and resolution of critical defects prior to production deployment.

Release communications shall include a summary of delivered functionality, release notes, required customer actions, and documentation updates.

A customer request shall remain open until the customer has reviewed the delivered functionality and confirmed that the implementation satisfactorily addresses the agreed request.

This process is intended to foster a collaborative partnership between Galooli and its customers and to deliver meaningful enhancements while maintaining the reliability, integrity, and long-term sustainability of the platform.