FL3XX Service Level Agreement

DEFINITIONS

"Incident" means failure of the Software components to function in accordance with the Documentation, excluding Support Exclusions.

"Updates Downtime" means the period of time reserved by FL3XX to apply fixes and updates the Software as part of regular maintenance.

"Service Requests" means a request from the Customer that does not meet the criteria for an Incident, and that is limited to information or advice on Software use instructions, activation, licensing and requests for Service Credit or other requests.

"Feature Request" means a request by Customer to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Products. FL3XX is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

"Ticket" means the ticketing system communicated to Customer and which is used by FL3XX to receive Incident claims and Support Requests and Feature Requests. Customer must submit Incidents and Service Requests and Feature Requests exclusively via Tickets.

INCIDENT SUPPORT

First Line Support. Before submitting a Ticket, Customer will perform first line support for itself by investigating any connectivity, access permission, database provisioning or security issues related to its systems, networks or applications interacting with the Software. Customer shall, at its own expense, respond to questions and complaints from Users or third parties relating to the Customer’s or Users’ use of the Products. Customer shall use commercially reasonable efforts to resolve support issues before escalating them to FL3XX.

Incident Support. During the Subscription Term, FL3XX will provide Incident Support by providing responses to, diagnosis or rectification of Incidents, as available and as the case may be. If, in relation to an Incident, a permanent fix is not feasible, FL3XX may provide a workaround. FL3XX updates its Software continuously and Customer must not restrict such updates.

SUPPORT EXCLUSIONS

Unless otherwise mutually agreed in writing, FL3XX has no obligation to provide Support to Customer if: (i) the Software components have been changed, modified or damaged by the Customer or anyone other than FL3XX without FL3XX’s consent or knowledge or in breach of the Agreement; (ii) the Incident is caused by Customer’s gross negligence, wilful misconduct, use of the Software components in breach of the Agreement or by Customer Data; (iii) the Incident is due to a third-party software or by Third-Party Services or by a Customer integration; (iii) the Incident resulted from equipment not within FL3XX’s primary control, like the Customer's equipment or third-party equipment, or both; (iv) Customer’s failure to comply with the Documentation, or to update the Software as required by FL3XX or (v) the problem is caused by factors described in the “Force Majeure” section of the Agreement (“Support Exclusions”).

PRIORITY LEVELS

The following support service levels are defined and apply:

PRIORITY LEVEL P1- Software Unusable In Production

Definition: Critical Software issue affecting all users, where the Software is unavailable or unusable with no workaround;
Response Time: Is dependent on the Support Level subscribed by the Customer in the Agreement**:

1. Customers subscribed to “24x7” and “24x7 with phone” support may expect an initial response time of two (2) hours.
   
2. Customers subscribed to “Business Hours” support may expect an initial response within the same day or if later in the day, in the early part of the next business day.
3. Customers subscribed to “Standard” support may expect an initial response within approximately the duration of one (1) business day.

PRIORITY LEVEL P2- Software Severely Impaired

Definition: This issue is critically impacting a single user or critically impacting collaboration among users, and the Software does not work as expected with no feasible workaround;
Response Time: 16 business hours.

PRIORITY LEVEL P3- Software Partially Impaired

Definition: Software does not work as expected but a workaround is available;
Response Time: Initial target of 2 business days.

PRIORITY LEVEL P3- Software Usable

Definition: The Software does not work as desired, but functions. A workaround is not necessary;
Response Time: Will be responded on a best effort basis.

*Under the response times, FL3XX will offer the first response to the Tickets. Based on the confirmed Priority Level, FL3XX will target the first response times noted above.

**Support Hours. Access to the FL3XX’s support is provided as follows:

1. “24x7” entitles users to access the support service team anytime by email, or other methods of written communications.
2. “24x7 by Phone” entitles users to access the support service team anytime, by phone, email, or other methods of communications.
3. “Business Hours” are defined as 9 am until 5 pm in the reference time zone. The reference time zones are as follows: (i) for Customers in Europe, Middle East and Africa - Central European Time (“CET”); (ii) for Customers in the Americas - Eastern Standard Time (“EST”); (iii) for Customers in Asia - China Standard Time (“CST”).

Official and only supported language for submitting Tickets, communicating, and providing support is English. Tickets submitted in other languages will not be accepted.

Customer will assess the impact, urgency and the perceived Priority Level of an Incident and add these details in the Ticket. FL3XX will evaluate the Priority Level and confirm or recategorize it.

SUPPORT COOPERATION

As a precondition for requesting Support, Customer agrees that it and its Users will use reasonable efforts to: (i) clearly understand the problem and provide the first line support before consulting FL3XX; (ii) provide FL3XX with sufficient information and data for FL3XX to adequately address the potential problem; (iii) utilize sufficient resources to understand the instructions from FL3XX in addressing the problem, and make reasonable attempts to correct the problem as suggested by FL3XX.

When creating a Ticket, the Customer will provide requested diagnostic information including: (i) describing of the problem, and the configuration of the Customer’s network; (ii) providing relevant data; and (iii) communicating further via email or telephone to answer questions and assist FL3XX’s support personnel as appropriate.

Customer acknowledges that the time required for resolution of Incidents may vary depending on the specific circumstances of each problem, including, without limitation, the nature of the Incident, the extent and accuracy of information available about the Incident, and the level of Customer’s cooperation and responsiveness in providing materials, information, access and support reasonably required by FL3XX to adequately address the potential problem.

SERVICE AVAILABILITY LEVEL

FL3XX agrees that Software shall be available to the Customer at least 99.9% in any calendar month during the Subscription Term (“Uptime” or “SLA”). For any full percentage point (1%) below the Uptime, the Customer will be offered service credits equivalent to the value of 1% of the Applicable Fee for the affected Software, up to an aggregated maximum of 5% of the total Applicable Fee for the affected Software. Service credits must be requested by Customer no later than 15 calendar days as of the Incident’s notification through FL3XX’s Tickets system above and will provide all necessary information for FL3XX to be able to make a good faith determination of the service credit eligibility. The service credits owed to Customer will be deducted from Customer’s additional purchases of licenses and cannot be exchanged for the equivalent in cash. The aggregate maximum service credits applied to an invoice will not exceed 100% of the invoiced amount. Service credits accrued by the Customer expire at the end of the Subscription Term for the applicable Software. “Applicable Fee” means the total Fees paid by the Customer for the current Subscription Term of the applicable Software, applied pro-rata to the month in which a Service Credit is owed. Service credits and SLA shall not apply to Support Exclusions and to Updates Downtime. Customer acknowledges that Service Credits are its sole and exclusive remedy, and FL3XX’s sole and exclusive liability for failure to meet the SLA.

FL3XX GmbH | Service Level Agreement | Version 1.0 | 27 October 2025 | Confidential