Quality and Information Security Policy

The Management of Ekeria S.r.l. reaffirms its commitment to maintaining and improving the Quality Management System in compliance with UNI EN ISO 9001:2015, as an operational tool for governing business processes, enhancing customer satisfaction, and supporting organisational growth.

This Quality Policy is updated to reflect Ekeria's 2026 context, as a B2B software company focused on three main pillars: development, design, and support of proprietary software, in particular Hoida and Oikare; custom software development, websites, e-commerce platforms, portals, and integrations; implementation, consulting, training, and support for HubSpot CRM.

Through the Quality Management System, the Management intends to ensure that processes are planned, monitored, and improved in a manner consistent with the certified scope, the needs of interested parties, and the company's strategic direction.

Management Commitments

The Management commits to:

taking responsibility for the effectiveness of the Quality Management System;
ensuring that the Quality Policy and quality objectives are consistent with the business context, the certified scope, and Ekeria's strategic direction;
integrating the requirements of the Quality Management System into business processes, with particular focus on sales, software development, customer support, supplier management, training, monitoring, and improvement;
promoting a process-based approach, risk-based thinking, and continual improvement;
making available the resources necessary for the operation and improvement of the Quality Management System;
communicating the importance of quality, compliance with applicable requirements, and customer satisfaction;
supporting individuals and business functions in contributing to the effectiveness of the Quality Management System;
maintaining control of documented information, records, and evidence required to demonstrate the functioning of the system;
periodically assessing risks and opportunities, including those related to service continuity, activity traceability, quality of software releases, management of critical suppliers, and the progressive strengthening of information security controls;
determining whether climate change constitutes a relevant issue for the organisation and its interested parties, and adopting any proportionate actions consistent with the context and the predominantly digital nature of the company's activities.

Customer Focus

Ekeria orients its processes towards customer satisfaction, ensuring that contractual, technical, functional, and applicable regulatory requirements are identified, understood, and managed. The Management promotes service quality through accurate requirements gathering, activity traceability, ticket management, release monitoring, after-sales support, and the progressively more systematic collection of customer feedback.

The following are considered priority aspects: software reliability, service continuity, responsiveness of support, clarity of communications, quality of delivered solutions, ability to respond to customer needs, and improvement of the user experience with Ekeria's products and services.

Product and Service Quality

Quality for Ekeria means designing, developing, implementing, and supporting software solutions that are useful, reliable, and sustainable for B2B customers. This applies to both the proprietary software Hoida and Oikare, and to custom projects and HubSpot services.

The Management reaffirms its commitment to strengthening the traceability of software development activities, customer requests, bugs, anomalies, follow-ups, and releases, using HubSpot as the primary tool and integrating it, where necessary, with changelogs, technical notes, meeting minutes, repositories/version control, and release records.

Critical Suppliers

Ekeria works with a limited number of critical suppliers, selected on the basis of quality, reliability, specialist expertise, service continuity, technical and professional support, security, contractual compliance, and economic sustainability. The Management commits to maintaining documented qualification, evaluation, and review criteria for critical suppliers, in proportion to the company's size and the impact of the services provided.

Information Security and Compliance

Information security, data protection, operational continuity, and system reliability are relevant aspects of the quality of services delivered. While Ekeria is currently certified to ISO 9001 and not to ISO/IEC 27001, the Management reaffirms its commitment to progressively introducing organisational and technical controls consistent with a future ISO/IEC 27001 pathway, including access management, backup, cloud suppliers, incident management, staff awareness, and software development security.

Objectives and Improvement

The Quality Policy provides the framework for defining measurable objectives consistent with business processes. Objectives are reviewed at least annually by the Management and may relate to, among other areas: maintenance of ISO 9001 certification, customer satisfaction, quality and traceability of software development, ticket management, KPI monitoring, supplier qualification, training, evolution of proprietary products, and progressive preparation for ISO/IEC 27001.

The Management assesses the adequacy of this Policy at least once a year during the Management Review, and whenever significant changes occur in the context, organisation, processes, or scope of the Quality Management System.

This Policy is maintained as documented information, communicated and made available to all persons working for or on behalf of Ekeria, and, where appropriate, to relevant interested parties.

Milano, 4 may 2026

EKERIA S.r.l.
Massimiliano Barone Raimondo
Sole Director

The management of Ekeria in order to demonstrate its leadership and commitment to the company management system:

assumes responsibility for the effectiveness of the company management system;
ensures that the quality and information security objectives relating to the corporate management system are established within the policy and that they are compatible with the context and strategic directions of Ekeria;
ensures that the requirements of the corporate management system are integrated into the organisation's business processes;
promotes the use of the process approach and risk-based thinking;
ensures the availability of the necessary resources for the corporate management system;
communicates the importance of effective quality and information security management, and compliance with the requirements of the corporate management system;
ensures that the corporate management system achieves the expected results;
actively involves, guides and supports people to contribute to the effectiveness of the corporate management system;
promotes improvement;
provides support to other relevant management roles to demonstrate their leadership as it applies to their respective areas of responsibility;
undertakes to determine whether climate change is a relevant management issue;
undertakes to assess whether stakeholders may have requirements (explicit or implicit) related to climate change;

Ekeria's management intends to demonstrate its leadership and commitment to customer focus by ensuring that:

customer requirements and applicable mandatory requirements are determined, understood and met on a regular basis;
risks and opportunities that may affect service compliance and the ability to increase customer satisfaction are determined and addressed;
the focus on increasing customer satisfaction is maintained.

For these purposes, the management of Ekeria has esta:blished, implements and maintains a company policy that

is appropriate to the aims and context of the organisation as they have been analysed and evaluated in the Company Management System and supported by the strategic guidelines decided by the General Management;
is the framework for setting the objectives aimed at satisfying the needs of all the parties involved in Ekeria's activity;
it is the declaration of the commitment to meet all requirements applicable in the context in which Ekeria operates and of interest to all parties involved;
is a statement of the commitment to the continuous improvement of the company's management system;
is available and maintained as documented information;
is communicated, understood and applied within the organisation;
is available to relevant stakeholders, as appropriate.
is aimed at determining whether climate change is a relevant issue in the organisation's management and at taking the necessary actions to mitigate its impact;
is aimed at assessing whether stakeholders may have requirements (explicit or implicit) related to climate change

In order to better assess internal improvement and stakeholder satisfaction, indicators have been introduced that are periodically monitored during the management review and form the basis for setting quantifiable targets. These objectives defined by means of specific requirements are associated with a time attainment target and are checked at least once a year.

The adequacy of this document is assessed at least once a year during the periodic management review.

The Management also undertakes to disseminate this policy to all levels of the company, to make it visible outside the company and to keep it updated through periodic reviews.

CEO
Massimiliano Barone

02 April 2024