Service Level & Support Agreement

Introduction: The Kudosity difference

The purpose of this Service Level and Support Agreement (“SLA”) is to outline Kudosity’s commitment to providing reliable, secure, and high-performing messaging services.

Kudosity is committed to maintaining high standards of service availability, platform performance, operational transparency, customer support, security and compliance.

As part of this commitment, Kudosity maintains operational processes designed to support the reliability and continuity of its Services. This SLA sets out the service commitments, support processes, response targets, and maintenance procedures applicable to the Kudosity Services.

Definitions

1. Service Level Objectives

Kudosity's target service level objectives are as follows:

• Average monthly platform uptime target: 99.9%

• Average SMS submission processing time target: 2.5 seconds

• Standard SMS throughput capacity: 180,000 SMS per minute

Kudosity's target service level objectives rely on upstream carrier processing capabilities. Enterprise volumes, dedicated connections, or custom throughput arrangements may be available upon request. This SLA does not apply to beta, preview, trial or evaluation services unless expressly agreed in writing.

2. Service Level Remedies and Exclusions

Kudosity will use commercially reasonable efforts to:

• Submit accepted messages to the relevant carrier networks

• Maintain monthly platform uptime of at least 99.9%

• Investigate and respond to verified material Service Failures

Where Kudosity determines that:

• accepted messages were not submitted to the relevant carrier network due to a verified failure within the Services; or

• monthly platform uptime falls below 99.9% due to a verified failure within the Services,

Kudosity may, at its discretion, provide service credits, refunds, or other commercial remedies proportionate to the affected Services.

Scheduled Maintenance, Emergency Maintenance, force majeure events, third-party carrier failures, internet service provider failures, customer-caused issues, and events outside Kudosity’s reasonable control are excluded from uptime calculations and service commitments where applicable.

3. Support Commitments and SLAs

3.1. Service Failure Lifecycle

If you experience an issue with the Services, you must report the failure to Kudosity as soon as reasonably practicable through an approved support channel.

Customers should provide reasonable information to assist Kudosity in investigating the reported issue, including affected Services, timestamps and relevant error information where available.

Upon receiving a reported issue, Kudosity will perform an initial assessment and provide reasonable updates regarding:

• whether the issue appears related to the Services;

• the severity classification of the issue; and

• the estimated timeframe for restoration or resolution, where reasonably available.

Kudosity will use commercially reasonable efforts to investigate, mitigate, and resolve verified Service Failures in accordance with the response targets set out in this SLA.

A Service Failures will be considered resolved or closed when Kudosity reasonably determines that the relevant issue has been corrected or mitigated and Services have been restored.

Where a service issue is determined to be caused by a third-party network operator, carrier, supplier, or provider, Kudosity will use commercially reasonable efforts to work with the relevant provider to assist with resolution.

Kudosity may provide incident updates and post-incident reports for material Service Failures where appropriate.

Kudosity may also undertake internal reviews following material incidents to improve service resilience, operational processes, monitoring, and preventative controls.

3.2. Support Availability

3.3. Support Channels

3.4. Incident Priority & Response Times

Response and resolution targets are service objectives only and are not guarantees.

4. Scheduled Maintenance

Kudosity may perform Scheduled Maintenance from time to time in order to maintain, upgrade, secure, or improve the Services. Where reasonably practicable, Kudosity will provide at least 48 hours’ prior notice of Scheduled Maintenance that may materially impact service availability.

Kudosity will use commercially reasonable efforts to:

• minimise service disruption during maintenance activities; and

• perform maintenance during periods expected to minimise operational impact for customers.

Kudosity may also perform Emergency Maintenance or other unscheduled maintenance where necessary to maintain the security, stability, integrity, or availability of the Services.

Where reasonably practicable, Kudosity will provide notice of Emergency Maintenance, including:

• the expected duration of the maintenance; and

• the anticipated impact on the Services.

Scheduled and Emergency Maintenance periods may be excluded from uptime calculations where applicable. Where prior notice is not reasonably practicable, notice may be provided during or after the maintenance event.

5. Service Feedback and Escalation

If you believe the Services are not operating in accordance with this SLA, you may notify Kudosity at helpdesk@kudosity.com.

Kudosity will review and assess all reported concerns in accordance with its internal escalation and incident management procedures.

6. Changes to this SLA

This SLA forms part of and should be read together with the applicable customer agreement and Terms of Service. By using the Kudosity Services, you acknowledge and agree to the provisions and commitments of this SLA and Support Agreement.

Kudosity reserves the right to modify or update this SLA from time to time. Where material changes are made, Kudosity will provide reasonable prior notice through appropriate customer communication channels.