Service Management Policy

Graia AI Kft. recognizes the importance of service management and is committed to operating an effective service system in order to operate responsibly as a business and to comply with legal and regulatory requirements for the provision of services related to business solutions. To this end, we operate our Service Management System in accordance with the requirements of the MSz ISO/IEC ISO 20000-1:2019 standard.

To support this commitment, we have identified key service management principles that are:

• We carefully plan our services and operate them according to the Service Management System (SMS).
• We understand and fulfill service requirements to the best of our ability to achieve customer satisfaction.
• We align our services with our clients' business goals and aim to create value for our clients.
• The performance of the SMS and related services is monitored, objectively measured and regularly reviewed.
• We provide the necessary resources and organizational framework to maintain the quality of service;
• We build and maintain good relationships with our clients, proactively developing our service delivery strategy together.
• We identify new business development opportunities and inform our clients accordingly and in advance.
• We continuously improve our services by measuring and assessing the associated risks and implementing effective measures to mitigate these risks.

To ensure that these key principles are met, we have established service management objectives that are regularly reviewed to continuously improve the SMS.

Budapest, 2025.08.01. | Viktor Gajódi | Managing Director