Service Level Agreement

This Service Level Agreement (the “SLA”) sets out the availability service level for the electronic invoicing and related services (the “Services”) provided by InvoiceNow Biz F.Z.C. (“InvoiceNow Biz” or “ASP”). It forms part of, and is incorporated by reference into, the applicable end user licence agreement or service terms (the “Agreement”). Maintenance, support, case severities and response targets are set out in the Maintenance and Support Policy at https://www.invoicenow.biz/legal/support. Capitalised terms not defined here have the meaning given in the Agreement.

1. Availability

1.1 ASP will make the platform available at least 99.8% of the time in each calendar quarter, measured at the platform boundary, excluding planned maintenance, emergency maintenance, incidents caused by the Customer, events of force majeure, and third-party internet or network failures not caused by ASP.

1.2 Availability is calculated as: (total minutes in the quarter − excluded minutes − unplanned downtime) ÷ (total minutes in the quarter − excluded minutes), expressed as a percentage.

2. Planned maintenance

2.1 Planned maintenance is notified in advance, and scheduled maintenance is notified at least twenty-four (24) hours in advance, outside peak hours where practicable. Time within a properly notified maintenance window is excluded from the availability calculation.

3. Incident notification

3.1 ASP will notify the Customer without undue delay of any incident materially affecting the Services and will provide the information the Customer reasonably requires, including any information needed for the Customer to meet its own notification obligations under applicable law.

4. Remedy

4.1 If ASP fails to achieve the availability commitment in any calendar quarter, the Customer’s sole and exclusive remedy is a thirty (30) day extension of the service term at no charge, requested within thirty (30) days of the end of that quarter, up to a maximum of three (3) months in any twelve (12) month period. No monetary service credits apply under this SLA. Enterprise customers may agree different or additional service levels separately.

5. Support

5.1 Maintenance and support, including case severities, target response times, support hours and escalation, are provided in accordance with the Maintenance and Support Policy at https://www.invoicenow.biz/legal/support.

6. Changes

6.1 ASP may update this SLA from time to time and will not materially degrade the availability service level available to the Customer during the current term without prior notice.