Service Level Agreement

Draft — the commercial terms in this Service Level Agreement are pending confirmation by the partners of Easy Life Tech SRL and may change before final adoption.

This Service Level Agreement ("SLA") describes the availability commitment and support response targets that Easy Life Tech SRL ("Aopy", "we", "us") offers to Customers of the Aopy platform, and the service credits available when we fail to meet that commitment. This SLA forms part of, and is interpreted together with, the Terms of Service. Capitalised terms used but not defined in this SLA have the meaning given to them in the Terms of Service.

This SLA applies to Customers holding an active paid subscription to the Service. It covers the availability of the Aopy web application (app.aopy.com) and of the platform interfaces through which email and SMS sending is initiated (the "sending API") — together, the "Covered Services".

We target a Monthly Uptime Percentage of at least 99.5% for the Covered Services in each calendar month.

"Monthly Uptime Percentage" means the total number of minutes in the calendar month, minus the minutes of Downtime in that month, divided by the total number of minutes in the month, expressed as a percentage. "Downtime" means any period during which the Covered Services are unavailable, excluding the events listed in Section 3 (Exclusions). Availability is measured at the level of the web application and the sending API, on the basis of our monitoring records.

What is not covered: the acceptance or delivery of email by recipient mail servers, inbox placement, spam filtering, and the delivery of SMS messages by mobile network carriers are controlled by third parties and are expressly outside the scope of this SLA. Availability of the Covered Services does not guarantee that any particular message will be accepted by, or placed in the inbox of, the receiving system.

The following do not constitute Downtime and are not counted when calculating the Monthly Uptime Percentage:

• Scheduled maintenance — maintenance work announced in advance through the platform or by email, to the extent it is performed within the announced maintenance window;
• Force majeure — events beyond our reasonable control, such as natural disasters, armed conflict, acts of public authorities, or widespread failures of internet infrastructure or utility providers;
• Customer-caused issues — misconfiguration of the Service by the Customer, misuse of the Service, failures of the Customer's own systems, networks or equipment, or the Customer's breach of the Terms of Service or the Acceptable Use Policy;
• Third-party delivery providers — outages or degradation affecting third-party email service providers, mobile network carriers, or other third-party networks involved in message delivery;
• Suspension or termination — suspension or termination of the Customer's account in accordance with the Terms of Service or the Acceptable Use Policy.

If the Monthly Uptime Percentage for a calendar month falls below the 99.5% commitment, the Customer is entitled to claim a service credit, calculated as a percentage of the subscription fee attributable to the affected calendar month, according to the following table:

For annual subscriptions, the monthly fee means one twelfth of the annual subscription fee. Service credits are applied against a future invoice; they have no cash value, are non-transferable, and cannot be redeemed for money. The total service credit for any calendar month will not exceed 50% of the monthly fee.

To the maximum extent permitted by applicable law, service credits are the Customer's sole and exclusive remedy for any failure to meet the availability commitment in this SLA. Rights that cannot be limited under mandatory law remain unaffected.

To claim a service credit, email support@aopy.com within 30 calendar days of the incident giving rise to the claim. The claim must include:

• your account or organisation identifier;
• the dates and time ranges of each incident relied upon;
• a description of the impact on your use of the Service.

We will review the claim against our monitoring records and communicate the outcome to you. Approved credits are applied to a subsequent invoice. Claims submitted after the 30-day window are not eligible.

Support is available by email at support@aopy.com during Business Hours: Monday to Friday, 09:00–18:00 (Romania time), excluding Romanian public holidays. A "Business Day" is any such working day, and a "Business Hour" is an hour falling within Business Hours.

The targets above are first-response targets, not resolution commitments. The support targets in this section are pending confirmation by the partners.

We may update this SLA from time to time. Material changes will be announced in accordance with the Terms of Service before they take effect, and the current version will always be available at /sla. Changes do not apply retroactively to claim periods already in progress.

This SLA is made available in English and in Romanian. The English version is the authoritative version; in the event of any inconsistency between the two versions, the English version prevails.