Service Level Agreement (SLA)

Cloud SaaS Availability and Technical Support Commitments

99.9% MONTHLY UPTIME COMMITMENTS

Service credits for eligible Cloud Service unavailability • Severity-based response and resolution targets • Separate treatment for customer-hosted deployments

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Contract hierarchy

This Service Level Agreement ("SLA") forms part of the agreement governing Customer's use of the Services (the "Agreement"). If an Order Form specifies different service levels, the Order Form will prevail solely for the conflicting service level.

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SLA at a Glance

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For reference, 99.9% uptime corresponds to approximately 43.2 minutes of downtime in a 30-day month; at or above 99.9%, no Service Credit applies. All downtime equivalents are illustrative and assume a 30-day calendar month (43,200 minutes). Actual Service Credit eligibility is calculated from the actual Eligible Minutes in the applicable calendar month, so the equivalent downtime varies for 28-, 29- and 31-day months.

Service Credits are calculated against the monthly recurring subscription fee attributable to the affected Cloud Service for the month in which the failure occurred, excluding taxes, pass-through charges, professional services, usage-based third-party charges and one-time fees. For annual subscriptions, the applicable monthly fee will be one-twelfth of the annual recurring subscription fee unless the Order Form provides a different allocation.

The aggregate Service Credit for a Cloud Service in any calendar month will not exceed 50% of the applicable monthly recurring subscription fee for that Cloud Service.

Service Credits will be applied to a future invoice or renewal and have no cash value except where required by applicable law or expressly agreed in writing. Service Credits are Customer's sole and exclusive financial remedy for Supplier's failure to meet the Availability Commitment, unless the Agreement expressly provides otherwise.

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9. Service Credit Claim Process

Service Credits are not applied automatically. To receive a Service Credit, Customer must submit a claim within 30 calendar days after the end of the calendar month in which the alleged Availability Commitment failure occurred.

The claim must include, to the extent reasonably available:

• Customer account or tenant identifier and the affected production environment;
• date, start time and end time of each alleged incident;
• a short description of the observed impact;
• the related Support Request or incident reference, if one was opened; and
• reasonable logs, screenshots or monitoring evidence requested by Supplier, with sensitive information removed where appropriate.

Supplier will validate the claim using its monitoring and incident records together with the information provided by Customer. Approved Service Credits will normally be applied to the next eligible invoice. Failure to submit a timely and sufficiently supported claim may result in loss of eligibility for the credit.

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10. Technical Support Coverage

Supplier provides technical support for the Cloud Service and supported On-Premises software in accordance with this SLA and the applicable Support Policy or Order Form. This section establishes baseline response and resolution targets; the Order Form may provide enhanced support entitlements.

24x7 coverage applies only to a Confirmed Cloud Service Outage classified as P1 and affecting the Supplier-hosted production Cloud Service. All other P1 Support Requests, including P1 incidents affecting On-Premises deployments, are handled during Business Hours unless the applicable Order Form expressly includes enhanced 24x7 support. P2, P3 and P4 Support Requests are handled during Business Hours unless the applicable Order Form expressly provides otherwise.

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11. Severity Classification

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12. Response and Resolution Targets

Supplier will use commercially reasonable efforts to meet the Initial Response Time and Target Resolution Time below. Initial Response Time is measured from receipt of a valid Support Request through an approved support channel during the applicable coverage window.

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*For P4 issues, "Target Resolution" may consist of an answer, configuration guidance, documentation correction, confirmation that the behavior is by design, or a disposition into a future product release or roadmap. It does not guarantee delivery of an enhancement within 10 Business Days.

Resolution target, not guaranteed fix

Target Resolution Time is an operational objective, not a guaranteed time for a permanent code correction. A resolution may include service restoration, a commercially reasonable workaround, configuration change, patch, hotfix, upgrade recommendation or other action that materially restores the affected function. Permanent fixes may follow in a later maintenance release.

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13. Support Clock, Customer Cooperation and Escalation

13.1 Support Clock

The support clock begins when Supplier receives a Support Request containing sufficient information to begin investigation. For a Confirmed Cloud Service Outage classified as P1, the support clock runs continuously on a 24x7 basis. For all other Support Requests, including non-outage P1 incidents and On-Premises P1 incidents, time outside Business Hours does not count unless the applicable Order Form expressly provides 24x7 coverage for the relevant severity.

The resolution clock may be paused while Supplier is waiting for information, access, logs, reproduction steps, approvals, maintenance windows or other reasonable cooperation from Customer, or while resolution is materially dependent on a third party outside Supplier's reasonable control. Supplier will communicate when the clock is paused and what is required to resume work.

13.2 Severity Reclassification

Supplier may reasonably reclassify a Support Request where the reported severity does not match the actual business impact or where impact materially changes. Supplier will inform Customer of any reclassification and the reason for it.

13.3 Escalation

Customer may request escalation of a P1 or P2 Support Request through the designated support channel if business impact increases, progress is insufficient, or executive attention is reasonably required. Supplier will route escalated cases to an appropriate support or engineering lead.

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14. SLA Exclusions

The Availability Commitment, response targets and resolution targets do not apply to the extent an incident or delay results from any of the following:

• events or circumstances outside Supplier's reasonable control, including force majeure events and failures of the public Internet outside Supplier's service boundary;
• Customer systems, networks, endpoints, firewalls, proxies, DNS, identity providers, certificates, hardware, software, storage, databases or other technology not operated by Supplier;
• Customer configuration, customisation, scripts, integrations, misuse, unauthorised changes, failure to follow documentation, or use outside supported specifications;
• third-party products or services not under Supplier's operational control, including cloud, telecommunications, identity, messaging or integration providers, except to the extent the Agreement expressly makes Supplier responsible for that dependency;
• Scheduled Maintenance or qualifying Emergency Maintenance under Section 6;
• suspension or restriction of Services permitted under the Agreement, including for security, legal or non-payment reasons;
• beta, preview, trial, sandbox, demonstration or non-production functionality;
• Customer's failure to maintain a supported software version, supported deployment architecture or required system prerequisites; or
• security attacks or malicious activity that could not reasonably have been prevented through Supplier's commercially reasonable security controls, provided Supplier acts promptly to mitigate the impact.

Where an excluded factor contributes to an incident together with a Supplier-controlled failure, Supplier will make a reasonable determination of the portion, if any, that qualifies for SLA treatment.

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15. On-Premises / Customer-Hosted Deployments

For software deployed in Customer's own data center, private cloud, virtual environment, Kubernetes cluster or other Customer-controlled environment ("On-Premises"), Supplier does not provide an uptime or availability commitment unless an Order Form expressly states otherwise. Customer controls the infrastructure and operating environment required to run the software and therefore remains responsible for the availability, redundancy, backup, capacity, connectivity and operational resilience of that environment.

15.1 Supplier Commitments for Supported On-Premises Deployments

Subject to an active support entitlement, Supplier will provide technical support for supported On-Premises deployments using the severity, applicable coverage windows, Initial Response Time and Target Resolution Time in Sections 10 through 12, provided that:

• the issue is reproducible in, or reasonably attributable to, Supplier software running on a supported version and supported architecture;
• Customer maintains the required operating system, database, container platform, network and infrastructure prerequisites specified in Supplier documentation;
• Customer provides reasonable diagnostic information, logs, configuration details and remote troubleshooting access where required and permitted by Customer policy; and
• Customer applies critical security updates, maintenance releases and supported upgrade paths within reasonable timeframes communicated by Supplier.

15.2 On-Premises Responsibility Boundary

Incidents caused by Customer infrastructure, third-party components, unsupported modifications, capacity constraints, database administration, network configuration, certificates, identity services, backup systems, high availability design or disaster recovery processes remain Customer's responsibility. Supplier may assist with diagnosis, but such assistance does not convert those components into Supplier-managed services or create an uptime commitment.

15.3 On-Premises Service Credits

Service Credits under Section 8 do not apply to On-Premises availability. If the parties wish to attach financial remedies to missed technical support response commitments for On-Premises deployments, those remedies must be expressly set out in the applicable Order Form.

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16. Customer Responsibilities

To receive the benefit of this SLA, Customer must:

• use the Services in accordance with the Agreement and Supplier documentation;
• maintain accurate support contacts and escalation contacts;
• submit Support Requests through approved channels and provide a clear description of business impact;
• provide timely access, information, logs and reproduction steps reasonably required for investigation;
• maintain supported software versions and configurations; and
• take reasonable steps to mitigate the impact of an incident, including implementing temporary workarounds where appropriate.

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17. Changes to this SLA

Supplier may update this SLA from time to time in accordance with the change provisions of the Agreement. No change will materially reduce an active Customer's contracted service levels during the then-current subscription term unless required by law, agreed in writing, or accompanied by a commercially reasonable alternative.

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18. Contact and Claims

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Appendix A - Availability Examples

The examples below are illustrative only. Actual eligibility depends on the definitions, exclusions and claim requirements in this SLA.

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Appendix B - Support Severity Decision Guide‍

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Key commercial principal

Availability credits apply to Supplier-hosted Cloud Service availability only. Technical support response and resolution targets apply to both Cloud and supported On-Premises deployments, but do not create service-credit rights unless an Order Form expressly provides them.