Service Level Agreement

Agreement Overview

1. This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Unframe and Customer for the provisioning of IT services required to support and sustain the product or service.
2. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
3. This Agreement outlines the parameters of all IT services covered as the primary stakeholders mutually understand them. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

Goals and Objectives

1. The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).
2. The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).
3. The objectives of this Agreement are to:
   • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
   • Present a clear, concise and measurable description of service provision to the customer.
   • Match perceptions of expected service provision with actual service support & delivery.

Stakeholders

1. The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
   • IT Service Provider(s): Unframe ("Provider")
   • IT Customer(s): Customer ("Customer")

Periodic Review

1. This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
2. The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.
3. Business Relationship Manager: Unframe
4. Review Period: Bi-Yearly (6 months)
5. Previous Review Date: 27th May 2026
6. Next Review Date: 27th November 2026

Service Agreement

1. The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
2. Service Scope
   • Manned telephone support
   • Monitored email support
   • Remote assistance using Remote Desktop and a Virtual Private Network where available
   • Monthly system health check
3. Customer Requirements
   • Customer responsibilities and/or requirements in support of this Agreement include:
     • Payment for all support costs at the agreed interval.
     • Reasonable availability of customer representative(s) when resolving a service-related incident or request.
4. Service Provider RequirementsService Provider responsibilities and/or requirements in support of this Agreement include:
   • Meeting response times associated with service-related incidents.
   • Appropriate notification to Customer for all scheduled maintenance
5. Service AssumptionsAssumptions related to in-scope services and/or components include:
   • Changes to services will be communicated and documented to all stakeholders.

Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

1. Service Desk Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

Support coverage is tiered by incident severity. All times are UTC+3 (Israel Standard Time) unless otherwise agreed in writing.

2. Priority Definitions

Issues are classified by their impact on the Customer's business operations and the availability of a workaround. The Service Provider assigns the priority at the time of triage; the Customer may request reclassification, which the Service Provider will evaluate in good faith.

• Critical priority – Production service is completely unavailable or a security incident in progress.
• High priority – Severe degradation of the system impacting all or the majority of users without a reasonable workaround. Examples: Impairment or slow functioning performance that allows business processes to proceed but with significant challenges for productivity.
• Medium priority – Service is functional but a feature is impaired or degraded. Affects a subset of users, or a reasonable workaround exists. Examples: a single integration failing, intermittent errors, performance degradation not causing outage, non-critical functionality unavailable.
• Low priority – Minor issue, cosmetic defect, question, or feature request. No material impact on business operations. A workaround exists or none is required. Examples: UI glitch, documentation request, configuration assistance, enhancement request.

3. Response and Resolution Times

Unframe operates an enterprise support model with defined response and resolution targets by severity and will acknowledge and resolve service-related incidents within the below time frames.

The Service Provider will acknowledge and resolve service-related incidents within the following time frames (Note: Incident Resolution is defined as the successful implementation of a workaround or solution to restore normal service operation and minimize business impact).

Definitions:

Response time is measured from the moment a valid incident is submitted.

Resolution time is the target time to restore normal service or deliver an accepted workaround, less time during which a case must be put on hold while a customer submits adequate information for the case to be investigated.

4. Unframe Platform Uptime Commitment

For Unframe-hosted deployments, Unframe targets a minimum platform uptime of 99.75% per calendar month, excluding scheduled maintenance windows. Uptime is calculated as: ((total minutes in month − downtime minutes) / total minutes in month) × 100.

5. Escalation Path

If a Customer believes an incident is not being addressed within the agreed time frames, or if the severity warrants senior involvement, the following escalation path applies:

6. Disaster Recovery

Where solutions are based on the Unframe Cloud and a solution cannot be found for a Critical incident that renders the system unusable for more than 6 hours, then a decision will be taken to switch to the backup/DR system.

7. Exclusions

The following are excluded from all SLA calculations and commitments. Downtime or degradation caused by any of the conditions below will not count toward uptime measurements, response-time obligations, or service credit eligibility:

• Scheduled maintenance. Planned maintenance windows are notified to the Customer at least 48 hours in advance.
• Force majeure. Events beyond Unframe’s reasonable control, including natural disasters, acts of war, government actions, pandemics, or widespread internet outages.
• Customer-caused incidents. Issues resulting from Customer’s acts or omissions, including misconfiguration, unauthorised modifications, or use of the service contrary to Unframe’s documentation. Clients should raise incidents through designated, qualified, trained employees only and a P1 Critical Incident must be raised by Customer management.
• Customer Requests are not counted as incidents when they are giving added functionality or are product enhancements; these will be scheduled with the Customer Experience Team.
• Customer’s Systems. Failures of Customer’s third-party services, APIs, or infrastructure outside Unframe’s direct control.
• Third-party services. Failures of third-party services, APIs, or infrastructure outside Unframe’s direct control (e.g. cloud providers, identity providers, payment processors).
• Beta or preview features. Features explicitly designated as beta, preview, or experimental are excluded from all SLA commitments.
• Customer non-cooperation. Delays caused by the Customer’s failure to provide timely information, access, or approvals reasonably required by Unframe to diagnose or resolve an incident.

8. Material Breach

If Unframe breaches the Critical Incident SLA more than 3 times in a rolling 3-month period, this constitutes a material breach under its subscription agreement. The incidents may relate to the same or different issues.

Document Ownership

Yossi Bronshtein is the owner of this document and is responsible for ensuring that this procedure is reviewed in line with Unframe’s review requirements. A current version of this document is available to all members of staff.

SLA Addendum for Premier Support

The following topics will be replaced or added to the tables or figures of the Standards SLA.

Service Desk Availability

Response and Incident Resolution Times

Uptime

The system uptime will be increased to 99.9%

Disaster Recovery

Service Credits

Where Unframe fails to meet the uptime or resolution commitments set out in this Agreement, the Customer may be eligible for service credits as follows:

Credits are the Customer’s sole and exclusive remedy for uptime and resolution time failures. Credits are calculated monthly unless otherwise specified. Credits are applied against the next invoice and are not redeemable for cash. Uptime and response time credits can be applied to the same incident. Multiple credits in the same month are cumulative, subject to a monthly cap of 50% of platform fees. Credits must be requested within 30 days of the end of the affected month.