Standard Service Level Agreement

Effective Date: 20 July 2026

This SLA applies only where expressly included in an applicable Subscription or Order Form.

1. Service Availability

Atcloud Systems will use commercially reasonable efforts to maintain the availability level stated in the applicable Subscription or Order Form. If no availability commitment is expressly stated, no specific uptime percentage is guaranteed.

2. Exclusions

Availability commitments do not generally include downtime caused by scheduled maintenance; emergency maintenance; Customer systems; Customer misuse; third-party services; internet failures; force majeure; cyberattacks; government action; unauthorized changes; or beta or experimental features.

3. Support

Support priority and response times may depend on the Customer's Subscription. Response time does not necessarily mean resolution time.

4. Service Credits

Where expressly included in the applicable plan, eligible service credits may be the Customer's exclusive remedy for failure to meet an applicable availability commitment. Service credits do not automatically create cash-refund rights.

5. Customer Responsibilities

The Customer must provide accurate information; maintain account security; cooperate with troubleshooting; provide reasonable technical information; and ensure its own network and devices are functional.

6. Changes

Atcloud Systems may update this SLA from time to time. Specific enterprise agreements may override this SLA.

7. Limitation

The SLA does not expand Atcloud Systems' liability beyond the applicable Master SaaS Terms or written agreement.