This Service Level Agreement (SLA) supplements the Master Service and Subscription Agreement or Zluri Terms of Service (Terms), as applicable, and together such documents and others referenced in the Agreement form a binding agreement (the Agreement) between Zluri and the Customer. Unless otherwise provided herein, this SLA is subject to the terms, and the capitalized terms will have the meaning specified in this Agreement, as applicable.

1. Objective

Zluri will use commercially reasonable efforts to make the Services available 24x7x365 with a Monthly Uptime Percentage of at least 99.9%, excluding Scheduled Downtime. Customers may monitor service status via Zluri's status page.

2. Service Commitment

During the Term of the Agreement, the software will be fully functional and internet accessible on a 24x7x365 basis, except for scheduled maintenance periods, and provide a monthly uptime percentage to the customer of at least 99.9%, excluding scheduled downtime ("Availability"). The customer may access the status page to get periodic updates at any time.

3. Service Credit

The customer shall be entitled to a service credit as follows:

• If availability is at least 99.9%, no credit is awarded.

• If availability is 95% to 99.89%, the customer will receive service credit equal to 2% of the annual Subscription Fee for that month.

• If Availability is 91% to 94.9%, the Customer will receive service credit equal to 5% of the annual Subscription Fee for that month.

• If Availability is less than 90.9%, the Customer will receive a service credit equal to 20.0% of the annual Subscription Fee for that month.

Any Customer request for a credit must be submitted in writing within 10 days after the end of the relevant calendar month. The right to a credit shall be the sole and exclusive remedy available to the client in the event of the unavailability of the services. In no circumstance shall the unavailability of the services be deemed a default under the agreement or this SLA.

The right to a credit described in this section shall be the sole and exclusive remedy available to the client in the event of the unavailability of the services as set forth herein. In no circumstance shall the unavailability of the services be deemed a default under the agreement or this SLA.

Note:

Service Credit means a percentage of the Fees for the calendar month in which the SLA is not met to be credited against the customer's future fees if requested by the Customer in accordance with the Section above.

4. Support Services

• Zluri Support Team shall provide support on all business days, except for Support Holidays.

• Support Channels: Customers can raise tickets via Email: support@zluri.com or the Zluri Support Management System (Freshdesk).

Critical (P1) — Initial Response: 2 hours / Fix Time: Workaround or fix within 1 working day — Critical product issue that severely impacts customer use of the service. Service is down or unavailable, or a critical documented feature/function is not available.

Major (P2) — Initial Response: 12 hours / Fix Time: As per the defined internal support process — A feature or functionality is affected, causing significant disruption to the customer's ability to use the platform.

Minor (P3) — Initial Response: 24 hours / Fix Time: As per the defined internal support process — Non-essential features are affected, causing inconvenience but not blocking users from completing their main tasks.

Cosmetic (P4) — Initial Response: 48 hours / Fix Time: As per the defined internal support process — Minor bug affecting a small number of users with a suitable workaround available.

Definitions

Downtime means the Zluri Platform is not available for use according to performance and monitoring data utilized by Zluri at its sole discretion. Downtime does not include Scheduled Downtime.

Monthly Uptime Percentage means the total number of minutes in a calendar month minus the total duration in minutes of Downtime in that month, divided by the total number of minutes in that month.

Scheduled Downtime means times when Zluri notifies the Customer of periods of Downtime for scheduled maintenance. Zluri will make commercially reasonable efforts to schedule maintenance during low traffic times, preferably during weekends, with at least one calendar week's advance notice.

Service Credit means a percentage of the Fees for the calendar month in which the SLA is not met, to be credited against Customer's future Fees if requested by Customer.

Workaround or Resolution plan means a feasible change in operating procedures whereby an end-user can avoid a possible impact without any material inconvenience.