Service Level Agreement (SLA) for WebSCM SaaS by UNITSOFT INC.

Service Availability:

Our commitment is to maintain 99% Service Availability monthly, not including downtime due to pre-planned maintenance.

Maintenance:

Scheduled maintenance will occur within low-peak hours, 12 hours’ notice provided.

Support Response Times:

Support will respond within 4 hours during normal business hours, working diligently to resolve issues.

Service Credits:

If we fall below our Service Availability commitment, eligible customers receive service credits calculated by formula for particular month "Time unavailable" / "Time warranted availability" * Monthly Fee * 2.

SLA Exclusions:

The following are not included in the Service Availability calculation:

• Customer equipment, software, or network issues
• Force majeure events
• Customer actions or third-party acts
• Initial setup/configuration period
• Beta, pilot, or experimental features

Beta Services:

Beta or experimental features may be available at our discretion and are not subject to the same SLA commitments.