Service Level Agreement

1. Overview

This SLA describes the uptime commitment, support response targets, and service credits that Edgvio Group Limited, which operates the MerxumOS platform ("we," "us," or "our"), provides to eligible customers for the MerxumOS platform (the "Service"). It forms part of, and is governed by, our Terms & Conditions. Capitalised terms not defined here have the meaning given in the Terms.

2. Definitions

• "Monthly Uptime Percentage" means the total minutes in a calendar month, minus Downtime, divided by the total minutes in that month, expressed as a percentage.
• "Downtime" means a period in which the core Service is unavailable to you, as confirmed by our monitoring, excluding any period covered by Section 5 (Exclusions).
• "Scheduled Maintenance" means planned maintenance for which we provide at least twenty-four (24) hours' notice.
• "Service Credit" means a credit applied to your account, calculated as a percentage of your subscription fee for the affected month.

3. Uptime Commitment

We will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9%during each calendar month. Because the MerxumOS Point of Sale is offline-first, you can continue to process sales on your device during short connectivity interruptions, with data syncing automatically once your connection is restored.

4. Service Credits

If we fail to meet the Uptime Commitment in a given month, you may request a Service Credit. Credits are calculated against your subscription fee for the affected month, on the affected plan, according to the following schedule:

Service Credits are your sole and exclusive remedy for any failure to meet the Uptime Commitment. Credits are applied to future invoices, are not exchangeable for cash, and the total credits in any single month will not exceed twenty-five percent (25%) of that month's subscription fee.

5. Exclusions

The Uptime Commitment does not apply to any unavailability caused by:

• Scheduled Maintenance, or emergency maintenance reasonably required to protect the Service.
• Factors outside our reasonable control, including force majeure, internet or telecommunications failures, and power outages.
• Third-party services we rely on but do not control, such as our cloud hosting and infrastructure providers, internet service providers, mobile-money and payment gateways, and SMS providers.
• Your equipment, software, or network, or your acts or omissions (including misuse of the Service).
• Suspension or termination of your account for breach of the Terms or non-payment.
• Beta, trial, or preview features that are clearly identified as such.

6. Claiming a Service Credit

To receive a Service Credit, contact our support team at [email protected] within thirty (30) days of the end of the affected month. Your request must include the dates and times of the unavailability and any supporting detail. We will review the request against our monitoring records and apply any eligible credit to your account.

7. Support Response Targets

Eligible customers receive priority support with the following first-response targets. "Critical" means the core Service is unavailable or a major function is unusable with no reasonable workaround.

Business hours are Monday to Friday, 8:00am–6:00pm GMT, excluding public holidays. Reign customers also receive a dedicated account manager. Response targets describe the time to our first substantive response, not a guaranteed time to resolution.

8. Changes to this SLA

We may update this SLA from time to time. If we make a material change that reduces your rights, we will provide reasonable prior notice. The current version will always be available on this page, and is identified by the "Last Updated" date above.