Service Level Agreement

1. OVERVIEW

This Service Level Agreement ("SLA" or "Agreement") describes the service availability commitments, uptime guarantees, support response targets, incident management procedures, and service credit entitlements applicable to customers of Uonyx, a corporation incorporated under the laws of the State of California, United States, with its principal place of business at 7421 Edinger Ave, Huntington Beach, CA 92647, United States ("Uonyx", "we", "us", or "our").

This SLA is incorporated into and forms part of the Master Service Agreement, subscription agreement, Terms of Service, or other governing agreement between Uonyx and the Customer (the "Agreement"). In the event of any conflict between this SLA and the Agreement with respect to service availability or support commitments, this SLA shall prevail.

1.1 Applicability

This SLA applies to all paying Customers who have entered into an Agreement with Uonyx for access to the Uonyx cloud-based enterprise ERP platform and its associated modules, APIs, integrations, and services (collectively, the "Services"). This SLA does not apply to free-tier accounts, trial subscriptions, beta or preview features, or any services that Uonyx expressly designates as outside the scope of this SLA.

1.2 Service Description

The Services covered by this SLA include the Uonyx platform and all generally available modules, including CRM, Newsletter, Selling, Point of Sale, Buying, Stock and Inventory Management, Manufacturing, Quality Management, Projects, Accounting and Finance, HR and Payroll, Lending, Asset Management, Helpdesk, Raven (communication and collaboration), Telephony, Learning Management System (LMS), Wiki, Drive (Document Management), Healthcare, and Property Management, together with Uonyx's APIs, messaging and notification infrastructure, automation workflows, AI-powered operational features, and analytics and reporting capabilities. Features or modules designated as beta, early access, or preview are excluded from the uptime commitment in this SLA.

2. DEFINITIONS

The following terms have the meanings set out below throughout this SLA. Terms not defined herein have the meanings given to them in the Agreement.

3. CUSTOMER SUCCESS SERVICES

Uonyx is committed to the successful deployment, adoption, and ongoing optimisation of the Services by its Enterprise Plan Customers. Accordingly, Enterprise Plan Customers have access to Uonyx's customer success programme as described in this Section 3.

3.1 Enterprise Customer Success Programme

The customer success programme for Enterprise Plan Customers includes:

• Access to a designated Customer Success Manager (CSM) who will serve as the primary relationship owner and point of coordination for onboarding, deployment, and ongoing account management;
• Onboarding and deployment guidance, including assistance with initial configuration, module setup, workflow design, and integration planning;
• Adoption support, including best practice recommendations, feature optimisation guidance, and periodic usage reviews designed to help Customers derive maximum value from the Services;
• Access to Uonyx's training and certification resources, including Documentation, guided tutorials, video learning content, and certification pathways; and
• Periodic business reviews conducted between the CSM and the Customer's designated account representatives, covering platform utilisation, adoption progress, product roadmap updates, and the Customer's evolving business requirements.

3.2 Standard Plan Self-Service Resources

Customers on Standard subscription plans have access to Uonyx's self-service support resources as described in Section 7.4 of this SLA. Enterprise-tier customer success services described in Section 3.1 do not apply to Standard Plan Customers unless separately agreed in writing.

3.3 Scope and Format

The scope, frequency, and format of customer success services may vary depending on the Customer's subscription tier, the size of the Customer's deployment, and the terms agreed in the applicable Order Form or Agreement. Uonyx will use commercially reasonable efforts to deliver customer success services in a manner consistent with the Customer's business requirements.

4. SERVICE AVAILABILITY COMMITMENT

Uonyx commits to maintaining the following Monthly Uptime Percentage for the Core Services during each calendar month of the Customer's subscription term:

4.1 Uptime Calculation Formula

The Monthly Uptime Percentage is calculated using the following formula:

Monthly Uptime Percentage = ( Total Minutes in Month − Downtime Minutes ) ÷ Total Minutes in Month × 100

For the purposes of this calculation:

• Total Minutes in Month: The total number of minutes in the relevant calendar month (e.g., 43,200 minutes in a 30-day month).
• Downtime Minutes: The cumulative number of minutes of Services Unavailability during the relevant calendar month, excluding all Excluded Downtime as defined in Section 5 of this SLA.
• Measurement Method: Uptime is measured at the platform level using Uonyx's internal monitoring systems and, where applicable, third-party monitoring tools. Uonyx's measurement data constitutes the authoritative record for uptime calculation purposes.

4.2 Partial Outage and Degraded Performance

For the purposes of this SLA, Downtime refers to a complete inability of Authorised Users to access or use the core functions of the Core Services. Periods of degraded performance, slow response times, partial unavailability affecting specific features or modules (without a complete service outage), or Read-Only Mode lasting up to forty-five (45) consecutive minutes are not counted as Downtime for uptime calculation purposes, but will be managed as Incidents in accordance with Section 6 of this SLA.

4.3 Status Page

Uonyx maintains a publicly accessible status page at https://status.uonyx.com that provides real-time information on current service status, active Incidents, historical uptime data, and Scheduled Maintenance notices. Customers are encouraged to subscribe to status notifications through the status page to receive timely alerts regarding service disruptions and planned maintenance.

5. DOWNTIME EXCLUSIONS

The following circumstances and periods are expressly excluded from Downtime calculations and do not count toward any failure to meet the Monthly Uptime Commitment:

• Scheduled Maintenance: Service interruptions or degradation occurring during Scheduled Maintenance windows communicated to Customers in accordance with Section 6 of this SLA.
• Emergency Maintenance: Service interruptions necessary to address critical security vulnerabilities, active cyber-attacks, data integrity risks, or imminent system failures, as further described in Section 6.
• Customer-Caused Failures: Service interruptions or degradation caused by the acts, omissions, or failures of the Customer or its Authorised Users, including misconfiguration of the platform, use of the Services in violation of the Acceptable Use Policy or Documentation, or failure to follow Uonyx's reasonable operational guidance.
• Internet and Connectivity Issues: Service interruptions arising from the Customer's own internet service provider, local network infrastructure, hardware, or any network or connectivity issues outside of Uonyx's direct control.
• Third-Party Services: Service interruptions or degradation caused by the unavailability, failure, or malfunction of third-party services, integrations, APIs, or software not operated or controlled by Uonyx, including third-party authentication providers, payment gateways, and external data sources.
• Distributed Denial of Service (DDoS) Attacks and Malicious Activity: Service interruptions or degradation resulting from distributed denial of service (DDoS) attacks, brute force attacks, credential stuffing, malicious bot traffic, or any other unlawful or malicious third-party activity directed at the Uonyx platform or infrastructure. Uonyx will use commercially reasonable efforts to mitigate such attacks promptly, but periods of unavailability caused by active DDoS or similar attacks shall not constitute Downtime where such attacks are beyond Uonyx's reasonable control.
• Read-Only Mode (up to 45 minutes): Periods during which the Services are accessible in Read-Only Mode — meaning Customer Data is visible and accessible but cannot be created, edited, or modified — for up to forty-five (45) consecutive minutes. A Read-Only Mode period exceeding forty-five (45) consecutive minutes will be treated as Downtime only for the portion of time exceeding forty-five (45) minutes.
• Force Majeure Events: Service interruptions caused by circumstances beyond Uonyx's reasonable control, including natural disasters, acts of God, war, terrorism, civil unrest, government actions, widespread internet failures, large-scale cloud infrastructure outages affecting all major providers, pandemics, or other events of similar nature and scale.
• Beta and Preview Features: Performance or availability issues affecting features, modules, or services that Uonyx has designated as beta, early access, experimental, or preview.
• Free Trials and Non-Paid Accounts: Availability issues affecting accounts operating under a free trial, evaluation period, or any non-paid subscription tier.
• Suspension for Cause: Any suspension of the Services initiated by Uonyx in accordance with the Agreement due to the Customer's breach of the Agreement, non-payment, or violation of Uonyx's Acceptable Use Policy.

6. SCHEDULED AND EMERGENCY MAINTENANCE

6.1 Scheduled Maintenance

Uonyx performs routine maintenance on the Services to apply software updates, security patches, infrastructure upgrades, and performance improvements. Uonyx will use commercially reasonable efforts to:

• Schedule routine maintenance during off-peak hours (typically between 10:00 PM and 6:00 AM Pacific Time on weekdays, or over weekends) to minimise impact on Customer operations;
• Provide advance notice of planned maintenance by posting an announcement on the Uonyx status page at https://status.uonyx.com, on the Uonyx website, via the Services, and/or by sending email notification to the Customer's designated account contact, with at least seventy-two (72) hours' (three (3) calendar days') prior notice where operationally practicable;
• Minimise the duration of planned maintenance windows and restore full service availability as promptly as possible; and
• Coordinate the timing of major planned maintenance windows with Enterprise Customers where reasonably practicable and where Customer provides reasonable advance notice of business-critical operational periods.

6.2 Emergency Maintenance

In situations requiring immediate action to protect the security, integrity, or stability of the Services — including active security incidents, data integrity risks, or imminent system failures — Uonyx may perform Emergency Maintenance without advance notice. In such cases, Uonyx will:

• Notify affected Customers through the status page and, where practicable, by email as soon as possible after commencing Emergency Maintenance;
• Provide updates on the status and expected duration of the Emergency Maintenance as information becomes available; and

6.3 No SLA Credit for Maintenance

Scheduled Maintenance and Emergency Maintenance periods conducted in accordance with this Section 6 are classified as Excluded Downtime and do not count toward the calculation of the Monthly Uptime Percentage or give rise to any Service Credit entitlement.

7. INCIDENT MANAGEMENT

Uonyx maintains a formal incident management programme designed to detect, classify, investigate, and resolve service disruptions promptly and effectively.

7.1 Incident Detection and Response

Uonyx monitors the Core Services on a continuous basis using automated monitoring tools and alerting systems. Upon detection of an Incident, Uonyx will:

• Immediately initiate an investigation to determine the cause, scope, and severity of the Incident;
• Assign an appropriate Severity Level in accordance with the classification framework in Section 8;
• Mobilise appropriate technical and operational resources to investigate and resolve the Incident;
• Post a status update on the Uonyx status page (https://status.uonyx.com) as soon as practicable after confirming the existence of an Incident affecting platform availability; and
• Provide periodic status updates throughout the resolution process in accordance with the critical incident obligations described in Section 7.2.

7.2 Critical Incident Resolution Commitment

For Priority 1 (Critical) Incidents in which the Core Services are completely unavailable to Authorised Users, Uonyx commits to the following:

• Continuous resolution effort: Uonyx will work on resolving the Critical Incident on a continuous, around-the-clock basis (24 hours per day, 7 days per week) until the Incident is resolved or a substantive workaround is deployed;
• 30-minute status updates: Uonyx will publish status updates on the Uonyx status page at https://status.uonyx.com and/or send notifications to affected Customers at a minimum of every thirty (30) minutes throughout the duration of an active Critical Incident; and
• Escalation: Uonyx's incident response procedures ensure that Critical Incidents are immediately escalated to senior engineering and infrastructure personnel upon confirmation of a complete service outage.

7.3 Customer Cooperation for Error Diagnosis

In order for Uonyx to investigate and resolve a reported Error or Incident effectively, the Customer agrees to cooperate with Uonyx's reasonable diagnostic and troubleshooting requests, including:

• Providing a complete and accurate description of the Error, including steps to reproduce it, the frequency of occurrence, and the affected platform modules or features;
• Conducting diagnostic or troubleshooting activities as reasonably requested by Uonyx's support team, such as capturing screenshots, browser console logs, or system event logs;
• Subject to the Customer's prior approval on a case-by-case basis, permitting Uonyx support personnel to access the Customer's account or relevant configurations for troubleshooting purposes; and
• Promptly testing and confirming whether a resolution or workaround provided by Uonyx has resolved the reported Error.

Uonyx must be able to reproduce the reported Error in order to confirm and resolve it. Where an Error cannot be reproduced, Uonyx will work with the Customer to gather additional diagnostic information. An issue that cannot be reproduced will not be treated as a confirmed Incident for the purposes of Downtime calculations under this SLA.

7.4 Post-Incident Review

Following the resolution of a Priority 1 (Critical) Incident, and within a reasonable period (typically five (5) Business Days), Uonyx will conduct a post-incident review and publish a post-incident summary on the status page. The summary will include a description of the Incident, the root cause where identified, the steps taken to resolve it, and any remediation measures implemented to prevent recurrence.

7.5 Customer Reporting

Customers who experience or identify a service disruption should report it promptly by submitting a Support Ticket through https://support.uonyx.com or by emailing support@uonyx.com. Prompt reporting assists Uonyx in detecting and resolving issues as quickly as possible.

8. SUPPORT SERVICES AND RESPONSE TIMES

Uonyx provides technical support to paying Customers in accordance with the support tier included in the Customer's subscription plan. The following response time targets represent the maximum time within which Uonyx will acknowledge receipt of a Support Ticket and provide an initial response.

8.1 Severity Levels and Response Time Targets

Initial Response Target means the time within which Uonyx will acknowledge receipt of the Support Ticket and provide an initial assessment or request for further information. It does not constitute a commitment to resolve the underlying issue within that timeframe. Resolution timelines depend on the complexity, scope, and nature of the reported issue.

8.2 Support Channels

Customers may submit Support Tickets through the following channels:

• Support Portal: https://support.uonyx.com (available 24 hours per day, 7 days per week, 365 days per year for ticket submission)
• Email: support@uonyx.com
• Security Issues: security@uonyx.com (for confirmed or suspected security incidents and vulnerability disclosures)

8.3 Support Availability

Uonyx's support channels are available for ticket submission at all times (24 hours per day, 7 days per week, 365 days per year, including public holidays). The availability of active investigation and response varies by Severity Level as follows:

• P1 (Critical) and P2 (High): Active investigation and response is conducted on a 24/7/365 basis. Uonyx's on-call support and engineering teams will respond to P1 and P2 tickets at any time, including outside Business Hours and on public holidays.
• P3 (Medium) and P4 (Low): Active investigation and response is conducted during Business Hours (Monday through Friday, 9:00 AM to 6:00 PM Pacific Time, excluding US federal public holidays). Tickets submitted outside Business Hours will be reviewed and responded to at the start of the next Business Day.

8.4 Self-Service Support Resources

In addition to direct support channels, Uonyx provides Customers with access to a comprehensive set of self-service support resources, available at all times through the Uonyx Help Centre and documentation portal, including:

• An online knowledge base with articles, how-to guides, and troubleshooting documentation covering all platform modules;
• Video tutorials and step-by-step training content for common platform workflows and ERP use cases;
• Release notes and product changelog notifications;
• API documentation and developer guides, accessible at https://docs.uonyx.com; and
• Community forums and discussion boards for peer guidance and shared use case exploration (where available).

Self-service resources are accessible within the Services through the integrated Help Centre and at https://docs.uonyx.com. Uonyx updates self-service content regularly to reflect new features, platform updates, and known issues.

8.5 Support Scope

Uonyx's support services cover issues related to the core functionality of the Services as described in the Documentation. Support does not extend to: (a) issues arising from Customer configurations, customisations, or integrations beyond those provided by Uonyx; (b) issues with third-party software or services not under Uonyx's control; (c) training, consulting, or implementation services (which are available separately); or (d) issues affecting accounts under a free trial or non-paid subscription.

9. SERVICE CREDITS

If Uonyx fails to meet the Monthly Uptime Commitment set out in Section 4 of this SLA in any given calendar month, the Customer may be eligible to request a Service Credit in accordance with this Section 9.

9.1 Service Credit Schedule

9.2 How to Request a Service Credit

To request a Service Credit, the Customer must:

• Submit a written credit request to Uonyx at support@uonyx.com within ninety (90) calendar days following the date on which the Services Unavailability event occurred. Failure to submit a credit request within this ninety (90) day period will disqualify the Customer from receiving a Service Credit for that event;
• Include in the request: (i) the date(s) and time(s) of the claimed Services Unavailability; (ii) a description of the service disruption experienced; and (iii) any relevant logs, error messages, or supporting evidence; and
• Confirm that the claimed Services Unavailability is not attributable to any Excluded Downtime category described in Section 5 of this SLA.

Uonyx will review the credit request against its internal monitoring data and will respond within ten (10) Business Days. If the credit request is validated, Uonyx will apply the applicable Service Credit to the Customer's account within the next billing cycle.

9.3 Calculation of Service Credits

Service Credits are calculated as a percentage of the monthly subscription fee paid by the Customer for the affected Services during the relevant calendar month. For Customers billed annually, the monthly subscription fee is calculated by dividing the annual fee by twelve (12). Service Credits will be applied as a credit against future invoices and have no cash value.

9.4 Maximum Service Credits

The maximum aggregate Service Credit that may be issued to a Customer in any single calendar month shall not exceed one hundred percent (100%) of the total monthly subscription fees actually paid by the Customer to Uonyx for the affected Services for that month, after deduction of any other credits, discounts, or incentives already applied to those fees for that month. This maximum applies regardless of the number of qualifying SLA failures that occur in that month.

9.5 Sole Remedy

Service Credits represent the Customer's sole and exclusive remedy for any failure by Uonyx to meet the Monthly Uptime Commitment. Service Credits are not a waiver of any other obligation under the Agreement and do not entitle the Customer to terminate the Agreement on account of an SLA failure, except as may be expressly provided in the Agreement.

9.6 Reseller and Channel Partner Customers

Where a Customer has purchased and paid for the Services through an authorised Uonyx Reseller or channel partner, the following provisions apply to Service Credits:

• Service Credits will be calculated based on the fees payable by the Reseller to Uonyx for the affected Services for the relevant calendar month (not the fees paid by the Customer to the Reseller), unless otherwise agreed in writing between Uonyx and the Customer;
• Uonyx will apply the applicable Service Credit to the Reseller's account. The Reseller shall be solely responsible for passing through or otherwise compensating the Customer in respect of that Service Credit in accordance with the commercial arrangement between the Reseller and the Customer;
• Credit requests from Customers purchasing through a Reseller must be submitted by the Reseller to Uonyx on the Customer's behalf within the ninety (90) day claim window specified in Section 9.2(a); and
• Service Credits may not be transferred, assigned, or applied to accounts, products, or services other than those to which the SLA failure relates.

9.7 Conditions for Credit Eligibility

Service Credits will only be issued where: (a) the Customer is not in material breach of the Agreement at the time the credit request is submitted; (b) all fees due under the Agreement are current and not overdue; and (c) the reported Services Unavailability meets the requirements for a confirmed Incident as defined in Section 2 of this SLA.

10. LIMITATIONS AND EXCLUSIONS

The following limitations and exclusions apply to this SLA:

10.1 Credits as Sole Remedy

As stated in Section 9.5, Service Credits are the sole and exclusive remedy available to the Customer for any failure by Uonyx to meet the Monthly Uptime Commitment. Nothing in this SLA creates any additional warranty, guarantee, or liability obligation on the part of Uonyx beyond those expressly set out in the Agreement.

10.2 No Credits for Free Tiers and Trials

Service Credits are not available for accounts operating under a free-tier subscription, evaluation period, trial account, or any other non-paid subscription. This SLA applies exclusively to paying Customers on eligible subscription plans.

10.3 No Cumulative Credits

Service Credits do not accumulate across calendar months. A Customer is entitled to a Service Credit only for the specific calendar month in which an SLA failure occurred and only up to the maximum credit percentage applicable under the Service Credit schedule in Section 9.1.

10.4 No Liability Beyond Credits

To the maximum extent permitted by applicable law, Uonyx's liability arising from a failure to meet the Monthly Uptime Commitment is limited to the applicable Service Credit. Uonyx shall not be liable for any indirect, consequential, incidental, special, or punitive damages arising from any SLA failure, including lost profits, loss of data, or business interruption, except where such limitation is prohibited by applicable law.

10.5 No SLA for Non-Covered Services

This SLA does not apply to any services, features, or functionality that Uonyx has expressly excluded from coverage, including beta or preview features, third-party services, on-premises deployments (if any), and any services provided under a separate agreement with different service level terms.

11. CUSTOMER RESPONSIBILITIES

In order for this SLA to apply and for Service Credits to be available, the Customer must fulfil the following responsibilities. Failure by the Customer to meet these responsibilities may affect the availability of Service Credits where such failure contributed to or caused the relevant service disruption.

11.1 Internet Connectivity

The Customer is solely responsible for maintaining adequate, stable internet connectivity and network infrastructure necessary to access the Services. Uonyx is not responsible for service unavailability or degraded performance caused by the Customer's internet service provider, local network equipment, firewall configurations, or other connectivity issues within the Customer's control.

11.2 Security Best Practices

The Customer must maintain appropriate security practices with respect to its use of the Services, including:

• Protecting account credentials and ensuring that Authorised Users use strong, unique passwords and enable multi-factor authentication where supported;
• Promptly revoking access for any Authorised User who is no longer authorised to use the Services;
• Promptly reporting any suspected or confirmed security incidents to security@uonyx.com; and
• Complying with Uonyx's Acceptable Use Policy and all applicable security requirements described in the Agreement and Documentation.

11.3 Proper Configuration

The Customer is responsible for properly configuring the Services in accordance with Uonyx's Documentation and operational guidelines. Uonyx is not responsible for service disruptions, data loss, or performance issues caused by Customer misconfiguration, improper integration with third-party services, or failure to follow Uonyx's recommended configuration practices.

11.4 Prompt Incident Reporting and Cooperation

The Customer must promptly report service disruptions, suspected Incidents, and potential security issues to Uonyx through the appropriate support channels. Delayed reporting may affect Uonyx's ability to diagnose and resolve issues quickly. In addition, the Customer agrees to cooperate with Uonyx's reasonable diagnostic and troubleshooting activities as further described in Section 7.3 of this SLA, including providing steps to reproduce reported issues, supplying relevant logs or screenshots, testing proposed fixes, and (subject to the Customer's prior approval) granting temporary access for troubleshooting purposes.

11.5 Maintaining Current Versions

Where the Customer uses Uonyx's APIs, SDKs, or integration tools, the Customer is responsible for maintaining current or supported versions of such tools in accordance with Uonyx's published deprecation schedule. Uonyx does not guarantee compatibility or support for deprecated API versions or integration tools.

12. UPDATES TO THIS SLA

Uonyx reserves the right to update, modify, or revise this Service Level Agreement from time to time to reflect improvements to the Services, changes in infrastructure, adjustments to support offerings, or evolving industry standards.

12.1 How Updates Are Communicated

When Uonyx makes material changes to this SLA, we will:

• Publish the updated SLA at https://uonyx.com/legal/sla with a revised 'Last Updated' date;
• Post a notice on the Uonyx platform and/or website; and
• Where required by applicable law or the Agreement, provide advance written notice to Customers by email or through the platform.

Updates to this SLA that improve service commitments (for example, increasing the Monthly Uptime Commitment) will take effect immediately upon publication. Updates that reduce service commitments or otherwise materially affect Customer rights will take effect at the start of the next subscription renewal period, or upon thirty (30) days' written notice to the Customer, whichever is later.

12.2 Continued Use

The Customer's continued access to and use of the Services following the effective date of any SLA update constitutes acceptance of the updated SLA. If the Customer objects to a material change to this SLA that adversely affects its rights, the Customer may exercise its termination rights under the Agreement in accordance with the terms therein.

12.3 Contact

For questions about this SLA, to report service issues, or to request information about support entitlements: