Reliability Engineering • Asset Management • Maintenance Execution

Support Terms and Service Policy

Effective June 2026  |  Version 1.0

1. About The Mantua Group

The Mantua Group Pty Ltd (“TMG”, “we”, “us”, “our”) is a reliability engineering and asset management consultancy based in Ocean Grove, Victoria, Australia, with a United States office in Mantua, Ohio. TMG is the authorised distributor in Australia and New Zealand for Isograph and PeakAvenue software products, and an authorised Sologic practitioner and trainer. We provide software, training, engineering and advisory services to industry in Australia, New Zealand and worldwide.

2. Scope of These Terms

These Support Terms govern the support and related services that TMG provides to its clients (“you”, “the client”). Software products supplied by TMG remain subject to the licensing terms and support policies of their respective vendors, including Isograph Limited and PeakAvenue. Where these terms refer to vendor support, the current published policy of the relevant vendor prevails for vendor level (Level 2 and Level 3) matters. These terms do not limit any rights you may have under the Australian Consumer Law or other applicable legislation.

3. Software Support (Isograph and PeakAvenue)

As the authorised distributor for Australia and New Zealand, TMG provides first line (Level 1) technical support to clients who hold a valid subscription or maintenance agreement for the relevant software modules. Level 1 support provided by TMG includes:

• Installation, activation and license server guidance, including FlexNet, and node locked or floating license configuration.
• Basic product configuration and environment setup.
• Usage and how to guidance for supported modules.
• Initial diagnosis and triage of reported issues.
• Coordination of upgrades, updates and renewals.

Support channels. Clients may raise a support request by email to contact@mantua.group, by telephone, or through the support form on the TMG website. Each request is logged and tracked, and the related correspondence is recorded as part of our quality management process.

Response target. TMG aims to acknowledge Level 1 support requests within one business day of receipt, and to resolve or escalate each issue as quickly as practicable.

Escalation to the vendor. Where an issue requires resolution at the vendor level, for example a confirmed software defect or a matter requiring source level investigation, TMG escalates the issue to Isograph or PeakAvenue under their respective support policies. Isograph support engineers target a response within four business hours of receipt for matters escalated to them.

Software upgrades and updates. Clients with a valid maintenance agreement are entitled to receive upgrades for the modules covered by that agreement. Product updates are made available through the relevant vendor customer area, which requires current credentials. TMG can assist eligible clients with access.

Region	Phone	Email	Business hours (excluding public holidays)
Australia and New Zealand	+61 439 118 714	contact@mantua.group	Monday to Friday, 0900 to 1700 AEST/AEDT
North America	+1 (330) 294 3744	contact@mantua.group	Monday to Friday, 0900 to 1700 ET

4. Training Services

TMG delivers professional training in reliability and asset management, including the Reliability, Availability, Maintainability and Safety (RAMS) course, the Availability Simulation course, the Reliability Centered Maintenance course, the Fault Tree Analysis course, general reliability training, and Root Cause Analysis training. As an authorised Sologic trainer, TMG delivers Sologic RCA methodology and Causelink tool training.

Training is provided under a separate booking or quotation. Course materials are provided for the use of enrolled participants and remain the intellectual property of TMG or the relevant licensor. Scheduling, attendance, rescheduling and cancellation arrangements are set out in the applicable booking confirmation.

5. Engineering and Consulting Services

TMG provides reliability engineering and asset management consulting services, including reliability centered maintenance, failure modes and effects analysis (FMEA and FMECA), Weibull and survival (life data) analysis, fault tree analysis, event tree analysis and layer of protection analysis, availability simulation, RAMS analysis, life cycle cost analysis, maintenance strategy development, and planning and scheduling uplift.

Engineering and consulting work is performed under an engagement specific proposal or statement of work that defines the scope, deliverables, fees, timing, intellectual property and confidentiality arrangements for that engagement. In the event of any inconsistency, the signed engagement document prevails over these general terms for that engagement.

6. Root Cause Analysis Facilitation

TMG provides facilitated root cause analysis and defect elimination services using the Sologic methodology and Causelink software. Services include incident investigation, facilitated analysis workshops, and the development of corrective and preventive action recommendations. Facilitation engagements are arranged under a separate proposal and are subject to the client providing timely access to relevant evidence, records and personnel.

7. Expert Witness and Forensic Services

TMG provides expert witness, forensic engineering and technical advisory services in matters involving asset failure, reliability, maintainability, maintenance practice and safety. These services are provided under a separate retainer and engagement agreement. Where TMG acts as an expert in legal or tribunal proceedings, the engaged expert owes an overriding duty to the court or tribunal and provides independent opinion based on the evidence and information available. Nothing in an expert engagement guarantees a particular outcome.

8. Transportation, Freight and Temporary Fencing Operations

TMG and its related operations provide transportation, freight and logistics services, together with temporary fencing supply, hire and installation, across the Geelong and Bellarine region and surrounding areas.

Freight hauling and general cartage services cover palletised goods, plant and equipment, and project materials, with scheduled and on demand pickup and delivery arranged to suit site and project timelines. Loads are handled by experienced crews with attention to load securing, manifesting and safe transport, and longer haul and interstate movements can be arranged on request.

Temporary fencing is delivered directly or through contracted arrangements, including via Ready Industries (1300TEMPFENCE). These services are provided under separate quotation and hire or service agreements that set out pricing, hire periods, site specific conditions, and work health and safety responsibilities. The client is responsible for providing safe site access and accurate site information.

9. General Terms

Eligibility. Software support under section 3 is available only to clients holding a current subscription or maintenance agreement for the relevant modules.

Confidentiality. Each party will keep confidential the non public information of the other party disclosed in the course of providing or receiving services, and will use it only for the purposes of the engagement.

Intellectual property. Unless agreed otherwise in writing, methodologies, templates, course materials and tools used or provided by TMG remain the property of TMG or the relevant licensor. Vendor software remains the property of the relevant vendor and is licensed, not sold.

Limitation of liability. To the extent permitted by law, and subject to any non excludable rights under the Australian Consumer Law, TMG liability arising from the services is limited as set out in the applicable engagement agreement, and TMG is not liable for indirect or consequential loss.

Australian Consumer Law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law where it applies. Nothing in these terms excludes, restricts or modifies those rights.

Changes to these terms. TMG may update these terms from time to time. The current version is published on the TMG website and applies from its effective date.

Contact

Isograph, PeakAvenue, PLATO, APIS, iqs, Netbuilder, OSSENO, Sologic and Causelink are trademarks of their respective owners. The Mantua Group is an independent consultancy and authorised practitioner.