<p><strong>Service Level Agreement</strong></p><p>This Agreement is effective from the Service Commencement Date as defined in Clause 1.1 (i) of the Agreement.</p><p>This Agreement provides the right under certain circumstances specified below, for a Customer to receive Service Credits in the event of failure by <strong>Aquacodes Technologies Pvt Ltd</strong> ("Aquacodes") to provide Services to the Customer in accordance with the Agreement.</p><p>Customer acknowledges that Aquacodes has the expertise and knowledge to provide the Services. The Customer has shown interest in availing the Services provided by Aquacodes by accepting the terms and conditions mentioned in this Agreement and the standard of the Service as provided in this SLA.</p><p>DEFINITIONS</p><p>In this SLA, the following words and expressions, unless inconsistent with the context, shall bear the meanings assigned thereto:</p><p><strong>“Billing Start Date”</strong> shall mean the date of commissioning report submitted to the Customer by Aquacodes. In case the Customer is not satisfied with the solution delivered by Aquacodes, the Customer shall inform Aquacodes of the same within 3 days of receipt of the Commissioning Date. Upon receipt of the objection, Aquacodes shall suspend all Services, make the required changes, and release the environment again with a new Commissioning Report. In such case, the latter one shall be regarded as the Billing Start Date. If the Customer uses the commissioned setup despite outstanding requests, Customer shall pay full charges from the first Commissioning Report, unless partial billing is agreed upon prior to using the Services.</p><p><strong>“Downtime” (“D”)</strong> shall mean the duration of Service Outage, calculated as the aggregate number of hours in the respective month. Downtime begins from the identification of the outage by Aquacodes or upon raising a Trouble Ticket by the Customer and ends when the Trouble Ticket is closed, subject to Customer confirmation.</p><p><strong>“Exceptions”</strong> means all events mentioned in Clause 3 of this SLA which shall not be included as Downtime.</p><p><strong>“Emergency Maintenance”</strong> means urgent maintenance necessary to protect system, equipment, or network integrity. Aquacodes will notify the Customer in advance whenever feasible.</p><p><strong>“Facility”</strong> means Aquacodes’ data center location where servers are housed.</p><p><strong>“Fees”</strong> means the amount invoiced by Aquacodes.</p><p><strong>“Network”</strong> means Aquacodes’ internal computer network extending from the Customer’s cabinet switch outbound port to the border router.</p><p><strong>“Actual Uptime” (“A”)</strong> means the percentage of total uptime hours during which Services are available to the Customer.</p><p><strong>“Representatives”</strong> means any persons appointed by the Customer to visit the Facility.</p><p><strong>“Service Credits”</strong> means the credits Customer is entitled to due to Aquacodes’ failure to meet SLA standards.</p><p><strong>“Service Catalogue”</strong> contains services offered by Aquacodes such as backup, firewall, hardware monitoring, help desk support, network uptime, OS management, and others as per Annexure A.</p><p><strong>“Service Outage”</strong> means unscheduled disruption or failure in Services making the Customer’s server inaccessible.</p><p><strong>“Setup Charges”</strong> means charges for installation or commencement of Services.</p><p><strong>“Support Desk”</strong> means the Aquacodes team or location where Customers report faults.</p><p><strong>“Total Uptime Hours”</strong> means 24 hours a day, 365 days a year.</p><p><strong>“Trouble Ticket”</strong> means a ticket issued to confirm Customer complaints regarding Service Outage.</p><p>SCOPE OF SERVICES</p><p>Aquacodes provides services as outlined in the Service Catalogue (Annexure A). Customer purchase orders must comply with this Agreement and the Catalogue.</p><p>Aquacodes commits to immediate support for any service disruption. Troubleshooting and resolution timelines are detailed in Annexure A.</p><p>Services are delivered from Aquacodes’ data center infrastructure featuring:</p><p>Dual active power sources</p><p>Tier III fault-tolerant architecture with no single point of failure</p><p>99.95% SLA capability</p><p>Carrier-neutral data center</p><p>ISO 20000-1 &amp; 27001 certifications</p><p>Aquacodes guarantees 99.995% uptime for power and cooling, maintaining temperature at 21°C (+/- 2°C) and humidity at 50% (+/- 5%). Hardware issues will be resolved within 4 hours from detection.</p><p>Service Credits apply when uptime falls below defined thresholds, calculated on a prorated basis.</p><p>MAINTENANCE &amp; EXCEPTIONS</p><p>Quarterly preventive maintenance windows are mandatory for patching and updates, during which downtime is not counted.</p><p>High availability architectures are recommended to minimize downtime impact.</p><p>Exceptions to downtime and service credit eligibility include:</p><p>Scheduled maintenance with at least 7 days’ notice</p><p>Emergency maintenance</p><p>Hardware failures</p><p>Customer’s internet or software issues</p><p>DNS issues beyond Aquacodes’ control</p><p>Customer negligence or misuse</p><p>Force majeure events (natural disasters, cyberattacks)</p><p>Equipment/services not provided by Aquacodes</p><p>Abuse or fraud by Customer</p><p>Other issues beyond Aquacodes’ facility or network control</p><p>SERVICE CREDITS</p><p>Aquacodes will credit the Customer account prorated charges for eligible Downtime upon validated claims, limited to Downtime occurring within the previous month.</p><p>Service Credits will be applied as additional service days after the existing contract term.</p><p>PAYMENT TERMS</p><p>Customer agrees to pay all charges including setup, recurring, and supplemental fees per the Agreement.</p><p>PROCEDURE FOR CLAIMING SERVICE CREDITS</p><p>Customer must immediately report Service Outage to Aquacodes Support Desk and obtain a Trouble Ticket number.</p><p>Aquacodes verifies eligibility for Service Credits.</p><p>Upon confirmation, Aquacodes will apply prorated credits based on the outage duration.</p><p>WARRANTIES</p><p>Aquacodes warrants professional, workmanlike performance of services per this Agreement.</p><p>CUSTOMER REPRESENTATIONS</p><p>Customer agrees not to originate or terminate voice communications using public switched networks in India or establish Internet Telephony interconnectivity.</p><p>NETWORK SECURITY</p><p>Aquacodes provides firewall, IPS, and antivirus protection. Customers may opt for dedicated security devices at additional cost.</p><p>OS AND DB MANAGEMENT</p><p>Aquacodes manages OS, database, and hardware, including patches and updates, as part of service options.</p><p>CLIENT ACCESS</p><p>Customer server access requires a valid purchase order. 24x7x365 monitoring is provided with one IP allocation.</p><p>DISCLAIMER</p><p>Aquacodes may upgrade or change platforms over time without altering committed service levels.</p><p>ANNEXURE A – TROUBLESHOOTING &amp; RESOLUTION TIMES</p><figure class="table"><table><thead><tr><th>Priority</th><th>Definition</th><th>Mean Time to Assist (MTTA)</th><th>Mean Time to Repair (MTTR)</th><th>Update Interval</th></tr></thead><tbody><tr><td>High</td><td>Out of Service (Network/Device/Power down)</td><td>15 minutes</td><td>8 hours</td><td>1 hour</td></tr><tr><td>Medium</td><td>Partial/Intermittent interruptions</td><td>30 minutes</td><td>24 hours</td><td>4 hours</td></tr><tr><td>Low</td><td>Change/Access requests</td><td>1 hour</td><td>48 hours</td><td>12 hours</td></tr></tbody></table></figure><p>Aquacodes commits to 95% of calls responded within MTTA and 90% closed within MTTR quarterly.</p><p>ADDITIONAL TERMS</p><p>Aquacodes may modify server manufacturers without changing agreed specifications. Customers can contact Aquacodes for alternative configurations.</p>