Workplace Conduct Handbook

This Handbook brings together the basic agreements for working together at PRONETSYS S.A.S. (hereinafter, “Pronetsys” or “the company”): the rights and duties of those of us who work here, the rules of conduct for remote work, video-call meetings and other virtual spaces, and customer premises, and the way we resolve disagreements before they turn into conflicts.

Healthy coexistence at work does not mean the absence of differences. It means that we handle them respectfully, in a timely manner and through the appropriate channels, always protecting people’s dignity and our customers’ trust.

1. Objective, scope and relationship with other rules

The objective of this Handbook is to promote a respectful, safe, inclusive and productive work environment, and to establish clear mechanisms to prevent and resolve conflicts.

It applies to all Pronetsys team members—shareholders and executives in their dealings with the team, employees, contractors, interns and apprentices—in all places where work is carried out: the place from which each person works remotely (the company has no physical office), video-call meetings, customer premises, travel, events and digital channels.

This Handbook implements the Code of Ethics and Conduct and is complemented by the PSEA and Harassment Prevention Policy, the Wellbeing and Workload Policy, the Occupational Health and Safety Policy and the Information Security Policy. Disciplinary offenses and sanctions are exclusively those provided for in the Internal Work Regulations and in the law.

2. Principles of workplace coexistence

3. Rights of team members

• To receive dignified and respectful treatment and to work in an environment free of violence, harassment and discrimination.
• To know clearly their duties, responsibilities, goals and evaluation criteria.
• To have the tools, information, training and protective equipment necessary for their work.
• To enjoy working hours that respect legal limits, as well as breaks, rest periods, vacations and the right to disconnect from work.
• To express opinions, propose improvements and raise alerts about overload or risks without fear of retaliation.
• To file complaints and reports through the established channels and to receive a timely response.
• To have their privacy respected and their personal data processed in accordance with the law.
• To be guaranteed due process in any disciplinary action.
• To participate in the election of the Workplace Coexistence Committee and of the Occupational Health and Safety Monitor (Vigía) or the Joint Occupational Health and Safety Committee (COPASST), as applicable.

4. Duties of team members

• Comply with this Handbook, the Code of Ethics and Conduct, the Internal Work Regulations and the company’s policies.
• Treat coworkers, customers, suppliers and visitors with respect, both in and outside digital channels.
• Comply with schedules, commitments and service-level agreements, and give timely notice when this is not possible.
• Take care of the company’s equipment, information and virtual spaces, as well as customers’ facilities.
• Comply with occupational health and safety rules and with information security rules.
• Seek to resolve disagreements through dialogue and through the channels provided for in this Handbook.
• Report any situations of harassment, violence, discrimination or risk that they become aware of.
• Maintain confidentiality regarding the coexistence cases in which they participate.

5. Rules of conduct

5.1 Punctuality and compliance with schedules

• We arrive on time for the working day, for meetings and for appointments with customers, whether in person or virtual.
• If we are going to be late or cannot attend, we notify our team lead as far in advance as possible and, in the case of a visit, the customer, following the Support Lead’s procedure.
• We truthfully record the start and end of our activities in the company’s tools.

5.2 Personal appearance and customer visits

• During customer visits, we wear the company identification and maintain a clean, sober personal appearance suitable for technical work, including the footwear and protective equipment required by the task.
• We respect the entry, security and coexistence rules of the customer’s premises.
• We explain to the customer what we will do, how long it will take and what result we obtained, and we leave the place tidy.
• We apply the visit protocol of the PSEA and Harassment Prevention Policy.

5.3 Respectful communication

• We speak and write courteously and clearly, without shouting, insults, hurtful sarcasm, mockery or nicknames.
• We criticize ideas and results, not people. Feedback is given in private and accompanied by proposals.
• We avoid rumors and comments about people’s private lives.
• We do not make comments or jokes with sexual, racist, sexist, homophobic or xenophobic content, or that ridicule any personal condition.

5.4 Meetings

• Every meeting has a purpose, a brief agenda and a defined duration, and is scheduled within the participants’ working hours.
• We arrive prepared, respect speaking turns and avoid attending to other matters during the meeting.
• In virtual meetings, we take care of our background and audio, and we turn on our camera when the meeting requires it.
• Agreements and the persons responsible for them are briefly recorded.

5.5 Use of spaces and equipment

• We keep our home workstation clean, tidy and safe; at customer premises, we leave the areas where we worked tidy and keep evacuation routes clear.
• We use the equipment, tools and inventory in our charge with care, and we report any damage or loss.
• Customer equipment that we receive for diagnosis or repair is labeled, logged and stored securely under the custody of the responsible technician.
• We respect the reasonable use of resources and the practices of the Environmental Policy.

5.6 Chat, email and corporate WhatsApp

• We use corporate accounts and numbers for work matters; we do not use personal groups to handle customer information.
• We write complete and clear messages, and we avoid chain messages and non-work-related content in work groups.
• Outside working hours, the disconnection rules of the Wellbeing and Workload Policy apply: no responses are expected until the next working day, except from whoever is on call.
• We do not share credentials, passwords or personal data by chat, email or WhatsApp.

5.7 Remote work and work from home

• We comply with the agreed schedule and remain reachable through corporate channels during working hours.
• We work in a space that allows for confidentiality: with no screens visible to third parties, locking our session when we step away and using secure connections.
• We take care of our ergonomics and report unsafe conditions or accidents at our home workstation in accordance with the Occupational Health and Safety Policy.
• We respect other people’s time even though we cannot see them: distance does not justify messages outside working hours.

5.8 Social media

• We do not post information, photographs or screenshots of customers or of their premises, systems, tickets, virtual meetings or work conversations.
• We do not use social media to attack, ridicule or expose coworkers, customers or competitors.
• Personal opinions are expressed in a personal capacity and without committing the company, in accordance with the Code of Ethics and Conduct.

5.9 Confidentiality

Information about the company, customers and coworkers that we learn through our work is confidential. We do not discuss it in public spaces, while in transit or with family or friends, and we protect it even after the employment relationship ends.

5.10 Information security

• We use strong passwords, two-factor authentication when available and the approved secrets management tools.
• We lock our devices when we step away, do not connect unknown devices and do not install unauthorized software.
• We immediately report suspicious emails, the loss of equipment or any incident.
• Access to customer systems is governed by the rules of the Code of Ethics and Conduct and of the Information Security Policy.

5.11 Alcohol and psychoactive substances

• Consuming alcohol or psychoactive substances during working hours is prohibited, including when working remotely, at customer premises and in vehicles used for work.
• The Substantive Labor Code prohibits reporting to work while intoxicated or under the influence of narcotics or stupefying drugs. According to the Constitutional Court (Ruling C-636 of 2016), this prohibition applies when consumption directly affects job performance.
• In high-risk tasks—driving, electrical work, work at heights and service at customer premises—any sign of consumption is considered incompatible with the safe performance of the task, and the person will not be allowed to perform it.
• At authorized social events where alcohol is served, responsible consumption is encouraged, and no one who has been drinking drives.
• Anyone facing a substance use problem may seek support confidentially; the company will facilitate guidance through the health insurer (EPS) and the occupational risk insurer (ARL), in accordance with the Occupational Health and Safety Policy.

5.12 Use of cell phones

• Personal cell phones are used in moderation during working hours and without affecting customer service or safety.
• Cell phones are not used while driving, working at heights or working on an electrical installation.
• No photographs, videos or recordings are taken at customer premises without authorization, except for the technical records required by the service.
• During meetings and visits, cell phones are kept on silent.

5.13 Coexistence with customers

• We serve customers and their staff with kindness, patience and clear language, without unnecessary technical jargon.
• In the event of a disagreement with a customer, we remain calm, do not argue in public and escalate the matter to the Support Lead or to Management.
• We do not tolerate harassment, mistreatment or discrimination by a customer toward our staff: the person may leave safely and report it, and the company will adopt the measures provided for in the PSEA Policy.
• We do not accept gifts or direct payments from customers outside of what is invoiced by the company.

6. Conflict resolution

Disagreements are resolved in stages, starting at the level closest to the people involved:

1. Direct dialogue. The people involved talk privately and respectfully about the facts, the impact and what they need in order to move forward.
2. Team lead intervention. If dialogue does not work or is not possible, either party may ask their team lead or Human Resources (gestionhumana@pronetsys.com.co) for support, who will facilitate a conversation and record the agreements. Efforts are made to address the request within the following five (5) business days.
3. Workplace Coexistence Committee. If the conflict persists or may constitute workplace harassment, the person may file a complaint with the Committee, which acts in accordance with section 7.
4. Formal instances. When the facts may constitute a disciplinary offense, conduct contrary to the Code of Ethics or a crime, the matter is taken to the Ethics Hotline, to the disciplinary procedure of the Internal Work Regulations and, where applicable, to the Labor Inspectorate, the courts or the Attorney General’s Office (Fiscalía).

7. Workplace Coexistence Committee

7.1 Nature

The Workplace Coexistence Committee is the preventive body provided for in Law 1010 of 2006. Its composition and operation are governed by Resolution 3461 of 2025 of the Ministry of Labor, which repealed Resolutions 652 and 1356 of 2012. It is independent in its operation and plays a preventive, guiding, conciliatory and channeling role. It does not determine whether workplace harassment occurred or impose sanctions, and it is not competent to hear cases of sexual harassment, which are handled in accordance with the PSEA Policy.

7.2 Composition according to the number of workers

The resolution does not expressly regulate cases of exactly five (5) or twenty (20) workers. In those cases, Pronetsys will apply the more protective composition, that is, the one that includes alternates and, if there are twenty workers, the four-member composition. The company may appoint a larger number of members, provided that both parties have equal representation.

7.3 How it applies in a small company like ours

• The Committee is mandatory regardless of the company’s size; what changes according to the number of workers is its composition.
• The composition is determined by the number of workers at the time the Committee is established. Changes in that number during the term do not require the Committee to be reconstituted.
• Employer representatives do not have to be executives. Efforts are made to ensure that members do not have a direct reporting relationship with one another.
• When a member is a party to a case or has a conflict of interest in it, they step aside and their alternate acts in their place. If there is no alternate, the company will request the support of the ARL to guarantee the impartiality of the process.

7.4 Election, term and disqualifications

• The employer appoints its representatives directly. Workers elect theirs by secret ballot and public vote count, according to the procedure published in the call for elections.
• The term is two (2) years, counted from the communication of the election or appointment. If a principal member leaves, their alternate takes their place without the need for new elections. At the end of the term, the Committee hands over all its documentation to the new Committee.
• Workers against whom a workplace harassment complaint has been filed, and workers who have been victims of workplace harassment in the year prior to the Committee’s establishment, may not serve on the Committee.

7.5 Functions

• Receive and process complaints that may constitute workplace harassment and examine them confidentially.
• Hear the parties separately and facilitate opportunities for dialogue and improvement plans with verifiable commitments.
• Monitor commitments monthly and refer cases in which no agreement is reached or commitments are not met.
• Carry out prevention activities and activities to promote coexistence.
• Submit recommendations to senior management and monitor their implementation.
• Submit quarterly reports and an annual report to senior management, and the corresponding annual report to the authorities.

7.6 Operation

• Meetings: ordinary meetings once a month and extraordinary meetings whenever a complaint is received. The Committee meets with a quorum of half of its members plus one.
• Rules of procedure: the Committee adopts its internal rules of procedure, with confidentiality agreements and protocols for the confidential handling of information.
• Resources: the company guarantees a suitable space, technical resources and time within working hours for the performance of its functions.
• Training: the company trains the members in conflict resolution and communication, with the support of the ARL.

7.7 Time limits for handling complaints

When there is no agreement, the commitments are not met or the conduct persists, the Committee informs senior management and closes its proceedings. The affected person retains the right to go to the Labor Inspectorate or to a judge. The composition and operation of the Committee are also among the minimum standards of the Occupational Health and Safety Management System (SG-SST) for companies with eleven (11) or more workers (Resolution 0312 of 2019), and the Committee coordinates its work with the SG-SST Officer in the management of psychosocial risk.

8. Offenses and measures

8.1 Approach

In the event of non-compliance with this Handbook, priority is first given to formative measures—feedback, agreements or written commitments—which are not sanctions. Disciplinary sanctions may only be those provided for in the Internal Work Regulations, the contract or the law, as set forth in Article 114 of the Substantive Labor Code, and they are imposed in proportion to the seriousness of the offense.

8.2 Illustrative examples

This table is for guidance only. The classification of offenses and the applicable sanctions are those set out in the Internal Work Regulations; the just causes for termination of the contract are those provided for by law.

8.3 Disciplinary due process

Every disciplinary sanction is imposed in accordance with Article 115 of the Substantive Labor Code, as amended by Law 2466 of 2025, and with the Internal Work Regulations, respecting the principles of dignity, presumption of innocence, proportionality, right of defense, the right to contest evidence, impartiality and the prohibition against being sanctioned twice for the same facts.

1. Notice of opening. The person is informed in writing that the process has begun.
2. Statement of the facts. The conduct attributed to the person and the offenses they may have committed are described, together with their provisional classification.
3. Disclosure of evidence. The person is given all the evidence on which the process is based.
4. Statement of defense. The person is granted a period of no less than five (5) business days to present a statement of defense, contest the evidence and submit their own. They may be accompanied by union representatives if they are a union member.
5. Reasoned decision. A written decision is adopted, consistent with the facts and the evidence.
6. Proportional sanction. If a sanction is warranted, the one corresponding to the seriousness of the offense is imposed.
7. Challenge. The person may challenge the decision in accordance with the Internal Work Regulations.

9. Recognition of good practices

Coexistence is also built by recognizing what works. We periodically and transparently highlight the people and teams who:

• Resolve disagreements respectfully and help others do so.
• Share knowledge, document well and support those who are learning.
• Receive positive feedback from customers for the way they treat them and for their professionalism.
• Look after their own safety and that of others, and report risks in a timely manner.
• Propose improvements to the way we work together.

The Workplace Coexistence Committee may propose recognition initiatives and team-building activities to Management.

10. Commitment and acceptance

Every team member receives this Handbook during onboarding and each time it is updated. Their acceptance is recorded in writing or by electronic means and kept in their employment or contractual file.

This Handbook is reviewed at least once a year, with the participation of the Workplace Coexistence Committee, and whenever regulations or working conditions change. Suggestions may be sent to Human Resources or to lineaetica@pronetsys.com.co.