Policy on Responsibilities, Workload Management and Workplace Wellbeing

At PRONETSYS S.A.S. (hereinafter, “Pronetsys” or “the company”), we believe that a reliable technology service depends on teams that work with clarity, with sustainable workloads and with real time to rest. This policy defines how we assign roles and responsibilities, how we plan and balance work, how we manage working hours, overtime and on-call duty, and how we promote people’s health and wellbeing.

We are a small multidisciplinary team in which one person may take on several roles. That is why explicit workload planning, disconnection from work and the ability to raise a timely alert about overload are not optional: they are conditions for delivering on our commitments to customers without harming the health of those who serve them.

1. Objective and scope

The objective of this policy is to ensure a clear, fair and sustainable distribution of responsibilities and workloads, respect for the legal limits on working hours and rest, and the promotion of the physical, mental and social wellbeing of team members.

It applies to all persons who have an employment contract with Pronetsys, under any modality (on-site, work from home, remote work or telework) and wherever they provide their services, including customer premises. The principles of clear assignment of responsibilities and respect for rest also apply, as relevant, to contractors and interns, without changing the nature of their engagement.

2. Principles

3. Team roles and responsibilities

3.1 Roles

3.2 Summary RACI matrix

R: responsible for execution. A: approves and is accountable (one per activity). C: consulted. I: informed. A dash indicates that the role is not involved.

3.3 When one person takes on several roles

• Their time commitment to each role is made explicit in the weekly plan; the sum of their assignments must fit within their working hours.
• No one approves their own overtime work or their own on-call shifts: this is done by the higher role or by Management.
• For each critical role, a backup person is identified and sufficient documentation is maintained so that another person can continue the work, in line with the Business Continuity Plan.
• The role map is updated when people or services change, consistent with the Process Map.

4. Workload planning and distribution

4.1 Assignment criteria

The Support Lead, and Management with respect to development and sales, assign work taking into account:

• Level and complexity: assignments correspond to the competence level (L1, L2, L3) and to the estimated effort.
• Criticality and service-level agreements: work is prioritized according to impact and urgency, and in accordance with the Support Service Terms.
• Travel: travel time between customer premises in the Aburrá Valley (Medellín metropolitan area) is included in planning as part of working hours.
• Concurrent work: for each role, a maximum number of open tickets and ongoing projects per person is defined, set by the Support Lead together with Management according to the complexity of the work. No assignment exceeds that limit without explicit reprioritization.
• Protected time: planning reserves time for documenting, learning, taking breaks and handling unforeseen events.
• Fairness and development: demanding tasks, visits and on-call shifts are rotated; assignments also take professional growth into account.
• Actual availability: vacations, leave, medical leave, training and time devoted to other roles are deducted.

4.2 Weekly review

1. Overview. Each week, the Support Lead reviews with the team the open tickets per person, ongoing projects, scheduled visits, on-call shifts and planned absences.
2. Signals. The previous week’s overtime hours, overload alerts and overdue cases are reviewed.
3. Adjustment. Work is redistributed, deadlines are renegotiated or the matter is escalated to Management when demand exceeds capacity.
4. Record. Decisions are briefly recorded for follow-up and to feed the indicators in section 15.

5. Early overload alert

Every team member can and must raise an alert when their workload does not fit within their working hours, when deadlines are unfeasible or when they perceive effects on their health caused by work.

1. Alert. The person informs their Support Lead—or Management, if the lead is part of the situation—by chat, email or ticket, indicating what tasks they have, which deadlines are at risk and what support they need.
2. Response. The lead responds within the following two (2) business days, or the same day if there is a health risk or an immediate critical deadline, with one of these actions: reprioritize, reassign, provide support or renegotiate deadlines.
3. Escalation. If the situation is not resolved or recurs, it is escalated to Management and Human Resources, and it is analyzed as a possible psychosocial risk factor with the SG-SST Officer.
4. Alternative channel. Structural situations, or situations that the person prefers not to raise directly, may be reported, even anonymously, through the Ethics Hotline.

6. Working hours and schedules

• Maximum working hours: as of July 2026, upon completion of the gradual reduction provided for in Law 2101 of 2021, the maximum ordinary working week is forty-two (42) hours, with no reduction in salary. By mutual agreement, it may be distributed over five (5) or six (6) days a week, always guaranteeing the day of rest.
• Daytime and night work: under Law 2466 of 2025, as of December 25, 2025, daytime work is work performed between 6:00 a.m. and 7:00 p.m., and night work is work performed between 7:00 p.m. and 6:00 a.m.
• Schedules: each person’s schedule is defined in the contract or in the Internal Work Regulations and is organized to cover the support service window from Monday to Saturday without exceeding each person’s maximum working hours. Schedule changes are communicated with reasonable advance notice.
• Meal and rest breaks: the working day includes breaks for meals and rest, which are also respected during customer visits and remote work.

7. Overtime work, premiums and on-call duty

7.1 Overtime

1. Exceptional. Overtime responds to specific service needs and does not replace proper planning.
2. Authorized. It requires prior written authorization from the Support Lead or Management (email, corporate chat or ticket). In a service emergency, authorization may be verbal and is confirmed in writing no later than the next business day.
3. Within the legal limit. It may not exceed two (2) hours per day or twelve (12) hours per week, in accordance with Law 50 of 1990, as amended by Law 2466 of 2025.
4. Recorded. Administration and Human Resources keeps a record of each person’s overtime work, distinguishing between daytime and nighttime hours, and provides any worker who requests it with a statement of their overtime hours, as required by Law 2466 of 2025.
5. Paid. Every authorized overtime hour worked is paid with the legal premiums. Overtime work without a record or without payment is not permitted.

7.2 Premiums

Premiums are cumulative when the law so provides, for example, when work on a Sunday or public holiday is performed during nighttime hours. Administration and Human Resources updates payroll calculations when the legal percentages change.

7.3 On-call duty and availability outside working hours

On-call shifts outside service hours exist only when they have been agreed with a customer, and they are governed by these rules:

• Written scheme: before the on-call shift begins, its scope, the activation channel, response times and compensation are defined in writing.
• Agreed participation and fair rotation: on-call shifts are assigned to competent persons who have accepted them in their contract or in a written agreement, on a rotating and fair basis, and never as a punishment.
• Advance scheduling: the on-call calendar is published as far in advance as possible and, as a general rule, at least one week in advance.
• Compensation: time actually worked during an on-call shift is recorded and paid as overtime, night, Sunday or holiday work, as applicable. Availability is recognized under the terms of the written agreement.
• Subsequent rest: after a prolonged night intervention, the person is entitled to adjust the start of their next working day to ensure sufficient rest.
• Limits: on-call shifts are not assigned during vacations, leave or medical leave; overtime limits are respected; and we avoid having the same person work back-to-back on-call shifts without their agreement.

8. Disconnection from work

In compliance with Law 2191 of 2022, this section constitutes Pronetsys’s policy on disconnection from work. The right to disconnect begins at the end of the working day and also covers vacations, rest periods, leave, time off and medical leave.

8.1 Rules for the use of digital tools

• No orders are given and no requests are made outside working hours.
• Messages that, for whatever reason, are sent outside working hours do not require a response until the start of the recipient’s next working day. Scheduling messages to be sent later is recommended.
• Calls and messages outside working hours are reserved for those who are on call and for the legal exceptions.
• Meetings are scheduled within the working hours of all participants.
• During vacations and leave, an automatic reply is activated and a backup is designated; the person is not expected to check their work channels.
• Those who lead teams set an example and do not reward permanent availability.

8.2 Legal exceptions

Under Law 2191 of 2022, the following are not subject to disconnection, under the terms of the law: those who hold management, trust and confidence positions; those who, by the nature of their duties, must be permanently available; and situations of force majeure or fortuitous events that require additional duties of cooperation when there is no other viable alternative. Agreed on-call shifts are not an exception to disconnection, but organized and compensated working time.

8.3 Complaints about violations of the right to disconnect

1. Filing. The complaint may be filed in one’s own name with Human Resources, at gestionhumana@pronetsys.com.co, or anonymously through the Ethics Hotline.
2. Acknowledgment of receipt. Within the following three (3) business days, as with other Ethics Hotline reports.
3. Handling with due process. The situation is verified, the persons involved are heard and corrective measures are adopted.
4. Response and follow-up. The person who filed the complaint is informed, and it is verified that the situation does not recur, without retaliation.

9. Work arrangements

Pronetsys has no physical office: its team works remotely, from each team member’s place of residence, and visits customer premises when a case requires it. Each arrangement is formalized in writing in accordance with the regulation that applies to it:

In all remote arrangements, the following are guaranteed: a written agreement on the conditions; provision of, or compensation for, work tools as agreed; the connectivity allowance when required by law; enrollment in and coverage by the occupational risk insurer (ARL), with a self-assessment of home workstation conditions; training in technology tools, time management and remote communication; compliance with the Information Security Policy; and full respect for disconnection from work.

10. Active breaks, ergonomics and psychosocial risk

• Active breaks: short, frequent breaks during the working day are encouraged, with stretching exercises and eye rest, in line with Law 1355 of 2009. Those who work remotely receive the same guidance.
• Ergonomics: home workstations are adjusted for proper posture (screen height, lumbar support, use of an external keyboard and mouse with laptops). Equipment handling and work at customer premises follow the Occupational Health and Safety Policy.
• Psychosocial risk: psychosocial risk factors are identified, assessed and addressed in accordance with Resolution 2646 of 2008 and Resolution 2764 of 2022. Under the latter, the assessment is repeated annually when the risk level is high and every two years when it is medium or low. The results are used to improve the organization of work, not to judge people.

11. Mental health

We recognize mental health as an integral part of health, in accordance with Law 1616 of 2013.

• We promote spaces for conversation about wellbeing and train those who lead teams to recognize warning signs and offer psychological first aid.
• We facilitate access to the ARL’s health promotion and prevention programs and to the services of the health insurer (EPS); in crisis situations, emergency hotlines are used.
• Information about people’s health is confidential and is treated as sensitive data.
• No one is discriminated against, pressured to resign or dismissed because of their illness or of conditions affecting their mental health, which is expressly prohibited by Law 2466 of 2025.
• Temporary reasonable accommodations, such as changes in workload or schedule, are agreed upon to facilitate recovery and return to work, in accordance with medical recommendations.

12. Flexibility and balance between work, personal and family life

• Flexible schedules: when operations allow, staggered or flexible schedules are agreed upon, along with a schedule of visits to customer premises that is compatible with them.
• Caregiving responsibilities: under Law 2466 of 2025, persons who demonstrate caregiving responsibilities may request flexible schedules or working hours, or technology-supported work arrangements. The company responds in writing within the following fifteen (15) business days, accepting the request, denying it with reasons or proposing an alternative. Law 2297 of 2023 also applies to those who care for persons with disabilities.
• Leave and time off: the paid leave provided for in Article 57 of the Substantive Labor Code, as amended by Law 2466 of 2025, is granted—including leave for urgent or scheduled medical appointments with a specialist, for attending to school obligations as a student’s guardian, for serious family emergencies and for judicial or administrative summonses—as well as other legal leave, such as maternity, paternity and bereavement leave.
• Vacations: they are planned by mutual agreement and actually taken, without interruptions except in exceptional situations provided for by law.

13. Training and development

• Each year, a training plan is prepared based on service needs, identified gaps and people’s development interests.
• Mandatory training (occupational health and safety, information security, ethics and harassment prevention) takes place during working hours.
• Growth paths between support levels and toward new specialties are promoted, supported by mentoring and internal knowledge-sharing sessions.
• Performance evaluation uses objective criteria that are known in advance and related to the work.

14. Recognition

We recognize, in a timely and transparent manner, conduct that reflects our values: quality solutions, good documentation, collaboration, shared learning, attention to security and positive customer feedback. Recognition may be public or private, according to the person’s preference. We do not recognize or promote excessive working hours or permanent availability as a sign of commitment.

15. Monitoring indicators

The following indicators make it possible to verify that the policy is being complied with. Targets are set and reviewed annually in the SG-SST management review.

16. Responsibilities

17. Review

This policy is reviewed at least once a year, together with the management review of the Occupational Health and Safety Management System, and whenever labor regulations, services or the team’s organization change. It is complemented by the Code of Ethics and Conduct, the Workplace Conduct Handbook, the PSEA and Harassment Prevention Policy and the Occupational Health and Safety Policy. Concerns may be raised with Human Resources or, confidentially, at lineaetica@pronetsys.com.co.