SLA & Support Agreement

Introduction: The Kudosity difference

The purpose of this document is to demonstrate our commitment to providing our Services with the highest possible uptime, speed, security and compliance. We have extremely high standards when it comes to the reliability and connectivity of our services. We exist purely to deliver and report on your messages whenever and wherever you need, and we stand by our ability to deliver on this commitment. Our honesty and transparency about our service commitments & guarantees has been one of the underlying factors for our success. Loose promises are one thing: commitment, transparency and delivery are entirely another. As a part of our transparency, Kudosity publishes the historical averages of our service delivery. You can see what we have delivered to our valued clients over the years, and can see why we have earned our place amongst the top messaging companies in our operating regions.

Service Level Commitments

In signing up with Kudosity, We fully commit to ensuring that:

• Our average monthly platform uptime is >99.9%,

• Our average single SMS delivery time is 2.5 secs,

• Our maximum SMS volume is 180,000 SMS per minute. (For enterprise volumes and dedicated connections, contact us. )

Service Level Guarantees

We 100% guarantee that:

• All messages submitted to us will be submitted to the recipients carrier. We will provide a refund for any messages not submitted to a recipients carrier. (All customers)

• Monthly platform uptime will be above 99.9%. If Kudosity monthly platform downtime is above 0.1%, and this results in a material and direct business impact, we will provide a refund of any recurring monthly or subscription fees pro rata for the amount of downtime.

Support Commitments and SLA's

Service Failure Lifecycle:

Should you experience any problems with our services, you must report the failure directly to us as soon as possible.

As soon as we receive any reported downtime from you, we will perform an initial investigation and respond to you with our findings:

a. advising whether or not we can identify a failure resulting from the Kudosity platform;

b. and if the failure is found to be within the Kudosity platform, we will advise of the severity of the failure and the time estimated to rectify it.

Kudosity will use all reasonable measures to rectify any failure in accordance with our failure correction times as detailed in Priority & Response Times:

A failure will only be considered rectified once we determine that the failure has been fixed and we have let you know.

• If we determine that a failure has occurred because of the network operator failing to send or receive SMS messages, we will work with the relevant network operator to correct any problems encountered by their platform.

• We will provide regular and ongoing updates over the course of any downtime, until resolution and service restoration.

• We will provide an Incident Report for any material Service Failure.

• We will rigorously analyse all Services failures to learn, and to the maximum extent possible, put in place safeguards, patches, fixes or procedures to mitigate the risk of a similar repeat event.

Support Channels & Availability:

Hours of Availability:

We will provide regular and ongoing updates over the course of any downtime, until resolution and service restoration.

We will provide an Incident Report for any material Service Failure.

We will rigorously analyse all Services failures to learn, and to the maximum extent possible, put in place safeguards, patches, fixes or procedures to mitigate the risk of a similar repeat event.

Levels of support and support hours:

Incident Priority & Response Times:

Please note the following failure report classification, response times and estimated fix times.

HelpDesk:

(a) Via Ticket Submission

(b) Via Email to helpdesk@kudosity.com

Site Chat:

Please visit the Kudosity website. The site chat box is located on bottom right.

Phone:

(a) AU: 1300 012 014

(b) CA: +1 888 266 9330

(c) NZ: +64 9 909 1938

(d) PH: +63 285 401 399

(e) SG: +65 6978 6301

(f) UK: +44 2 8231 3564

(g) US: +1 888 426 0999

During high support times if we are unable to answer your calls directly and you are required to leave a message with our answering service, we guarantee to return your phone call as a matter of priority as soon as possible.

Scheduled Maintenance

In order for us to provide you with the best services possible there will be, from time to time, short periods of unavailability to allow us to conduct essential maintenance on our systems, servers and platforms. When such a scheduled maintenance is required, we will ensure we provide you with at least 48 hours notice, and;

We promise to conduct any maintenance required in a manner that will minimise any potentially adverse impact upon our ability to provide services. Where we expect any maintenance may have an adverse effect on our ability to provide you with our services, we will use all reasonable measures to perform the maintenance at a time that will cause minimal disruption to the majority of our client base. In the event that we are required to undertake un-scheduled maintenance, Kudosity will provide you with as much notice as we are reasonably able to provide, detailing:

a. the expected duration of the un-scheduled maintenance

b. the likelihood of any adverse effect such unscheduled maintenance may have on our services

360 Feedback

If you believe our services are not operating in the way we have promised under Service Level Guarantees, you must notify us of the failure at compliance@kudosity.com as soon as possible. This will be appropriately and expediently escalated internally.

Changes from time to time

By using our SMS services, you agree to accept the provisions and commitments of this SLA and Support Agreement. Kudosity reserves the right to change or alter this agreement from time to time, providing prior notice is given to all our customers.