Support complaints and service continuity Version 1.0 — Policy date 29 October 2026 Contact IDCP IDCP Scotland Limited, registered in Scotland (SC666120), 77 Torrisdale Street, Glasgow, Scotland, G42 8PW. Contact [mailto:Support@idcpscotland.co.uk] Support@idcpscotland.co.uk. [mailto:Support@idcpscotland.co.uk?subject=Peekaboo%20Vision%20support] Email support ↗ Use this mailbox for technical help, access questions and product concerns. Jamie Thomson manages complaint records; matters requiring a company decision can be escalated to the CEO, Jan Boers. Within IDCP, the Managing Director and CEO have access to the support mailbox. We do not provide an emergency or patient-specific clinical advice service through this mailbox. Information to provide To help us investigate, include: - Your name, reply address and organisation, if relevant. - The app version/build, iPad model and iPadOS version. - Whether you use an Apple subscription or an organisation licence. - What you were doing, what you expected and what happened. Redact screenshots and attachments before sending; do not include patient identifiers, Apple passwords, card details or private signing keys. We may request further technical information needed to investigate, consistent with the privacy notice. What support covers We handle questions about app operation within the released intended use, supported compatibility, Apple access restoration and suspected software faults. Direct IDCP organisation licences are not offered at the initial launch. Apple manages its accounts, billing and subscription cancellation. Your organisation manages its iPads, network and separate clinical records. Training, custom development, on-site attendance and a dedicated service-level agreement are included only if expressly agreed. Acknowledgement and investigation We will triage requests and prioritise potential safety/security issues over routine enquiries. We will request necessary information, explain appropriate next steps and communicate progress or an outcome through the contact provided. For routine support we do not guarantee a response or resolution within a particular number of hours or promise continuous mailbox monitoring. This does not override the privacy complaint acknowledgement timetable, individual-rights deadlines or other mandatory duties. Any agreed service hours and escalation cover must be stated in the customer’s contract or issued support details. Complaints and escalation You may use “Complaint” in the email subject to help routing, but no particular subject or form is required. Describe the concern, relevant app/device configuration and the outcome you seek. We record and assess the complaint, investigate proportionately, consider whether corrective action or safety reporting is required, and communicate the outcome. Ask for escalation through the same mailbox if you remain dissatisfied; a suitable person will review the matter, with CEO involvement where appropriate. No independent external dispute-resolution scheme is claimed here. Your legal remedies and any applicable right to complain to an authority remain available. For a personal-information complaint, email support or write to the registered office. We acknowledge it within 30 days, investigate, keep you informed and communicate the outcome without undue delay. Privacy complaints may also be raised with the ICO as described in our privacy notice. Safety and security reports Use “Safety concern” or “Security concern” in the subject if possible to help routing; a report is still considered without that subject. If behaviour or a result appears unreliable, stop relying on that result and follow your clinical organisation’s procedures and appropriate alternative assessment. Do not delay urgent care while awaiting an email response. IDCP will assess manufacturer reporting and corrective-action duties; users should also follow their own incident procedures. Do not attempt disruptive security testing or send exploit details containing patient information. Supported releases and withdrawal IDCP’s accepted support policy is to maintain the current supported release while offered. For a superseded release with an available supported replacement, the planned transition period is 12 months. Planned withdrawal of a version or platform will normally be notified at least 90 days in advance. An organisation contract may expressly provide longer commitments. A safety/security issue or an external platform withdrawal may require earlier protective action. We will assess the risk, communicate promptly and provide appropriate transition information. We will not use this exception to remove mandatory remedies. Required safety and PMS responsibilities continue independently of a paid entitlement or commercial withdrawal. Updates, compatibility and offline access Use the released supported-device matrix and instructions. We do not promise support for every future iPadOS release or unsupported iPad. Review compatibility information before updating or replacing a device. Contact IDCP before replacing an organisation installation; an offline grant cannot be assumed immediately revocable or transferable. Offline access ends at the earlier of the last verified entitlement/grant expiry or 30 days after the last successful online licence check. Patient information sent accidentally Please do not send identifiable patient information. If we receive it, we restrict access, notify the sender without repeating patient identifiers and request a redacted version. Routine investigation may need to wait for usable information. We minimise or securely remove unnecessary patient details, subject to any documented legal retention obligation. A product complaint or safety concern is still assessed using the necessary information; inclusion of patient details does not invalidate it or suspend applicable safety-reporting duties. We do not provide patient-specific clinical advice. Records and privacy Read the app privacy notice for licence, support and complaint records. Routine support has a shorter retention period than product complaints and safety/PMS evidence. A request for deletion is assessed against the information’s purpose and applicable obligations; it does not automatically erase a necessary safety record.