Service Level Agreement

SERVICE LEVEL AGREEMENT

How we measure, deliver and stand behind AriaPLT™.

This Service Level Agreement (the "SLA") sets out the service-level commitments under which SINAURA S.R.L. ("SINAURA") provides the AriaPLT™ platform (the "Platform") to the Customer. This SLA is incorporated by reference into the Master Services Agreement (the "MSA") and the Terms of Service (the "ToS") of AriaPLT™ and applies to all production Subscriptions, save where overridden by specific terms in the Order Form.

Version 1.1 · Last updated: 16 May 2026 · Reference: ToS Art. 09, Art. 12 · DPA Annex 1 (TOMs) · MSA §3.2 (Service Warranties)

01 · SCOPE AND APPLICABILITY

1.1 — This SLA applies to the production environment of the AriaPLT™ Platform made available to the Customer under an active paid Subscription as identified in the Order Form.

1.2 — Higher service levels may be agreed in the Order Form for Enterprise tiers (for example, higher uptime targets, faster support response, or dedicated technical account management). Where the Order Form specifies different service-level commitments, the Order Form prevails over this SLA.

02 · COVERED PRODUCTS AND EXCLUDED OFFERINGS

Summary. This SLA applies exclusively to the paid, generally-available production Platform purchased by the Customer under an Order Form. It does not apply to demos, trials, free-tier accounts, evaluation environments or Beta / Labs features. Those offerings are provided "as is", with no uptime commitment, no Service Credits and no termination right under this SLA.

2.1 — Covered offerings

The commitments set out in this SLA — including the Service Availability target (§05), Service Credits (§05), Maintenance Windows (§07), Support tiers (§08), Incident response times (§09), Backup and Recovery objectives (§10) and the chronic-failure termination right (§12.5) — apply only to the following offerings: the production environment of the AriaPLT™ Platform purchased by the Customer under a paid Subscription, as identified in an executed Order Form; generally available ("GA") modules, agents, APIs, connectors and integrations enabled under such Subscription; and production-region deployments operated by SINAURA on AWS Frankfurt (eu-central-1) or on any other region expressly identified as production in the Order Form.

2.2 — Excluded offerings

This SLA does not apply, and no Service Credits, uptime commitments, support-tier response times or termination rights are granted in respect of, the following offerings, which are provided exclusively on an "as is" and "as available" basis: Evaluation Accounts (including demo accounts, trial accounts, free-tier accounts, sandbox accounts and proof-of-concept environments, regardless of duration); Beta, Labs, Preview, Alpha, Experimental or similarly designated features, as defined in Art. 09 of the ToS, even where used by a paying Customer; Professional Services, Customer-specific implementation work, training sessions and any one-off engagement; non-production environments operated by SINAURA (staging, development, QA, training, pre-production tenants); any feature, module or integration expressly identified by SINAURA as not covered by the SLA in the Documentation or in the Order Form; failures, latencies or unavailability of Third-Party Systems integrated at the Customer's request or under Customer opt-in (including extra-EU LLM providers, Customer-side ERP/CMMS/SCADA integrations and other systems outside SINAURA's reasonable control); and any Customer Account whose Subscription is inactive, suspended for non-payment, terminated, or under an unresolved AUP violation.

▸ The exclusions above are restated and supplemented in §06 (Exclusions from Downtime). Where any conflict arises between this Article and §06, this Article prevails as to the scope of coverage; §06 prevails as to what counts as Downtime within the covered scope.

2.3 — Effect of free or unbilled use

Where SINAURA provides any portion of the Platform to the Customer at no charge, on a complimentary basis, as a promotional credit, or as compensation under a previous Service Credit, such use does not become part of the paid Subscription for the purposes of this SLA. The Customer is not entitled to claim Service Credits or remedies under this SLA in respect of Downtime affecting such free or unbilled use.

2.4 — Transition between excluded and covered status

A feature initially released as Beta / Labs becomes covered by this SLA only from the date on which SINAURA expressly designates it as Generally Available in the Documentation and in the Customer's Subscription. Conversely, an offering that is sunset or discontinued ceases to be covered as of the effective date of the deprecation notice issued under Art. 15 of the ToS.

▸ For clarity: a Customer running a 14-day free trial of AriaPLT™ is not entitled to Service Credits, uptime commitments or support response times under this SLA. The Customer becomes entitled to all SLA protections only from the Effective Date of the first paid Order Form.

03 · DEFINITIONS

Service Availability — the percentage of time during a calendar month in which the production Platform is available for use by the Customer, calculated according to the formula in §04.

Downtime — any period of time during which the production Platform is materially inaccessible or unusable by Authorised Users of the Customer due to a fault attributable to SINAURA, excluding the events listed in §06.

Service Month — each calendar month during the Term in which the Subscription is active.

Scheduled Maintenance — any maintenance window communicated to the Customer at least 72 hours in advance, conducted within the Maintenance Window defined in §07, and lasting up to the duration notified.

Emergency Maintenance — any maintenance activity required to address an imminent threat to the security, integrity or availability of the Platform, conducted without the 72-hour advance notice.

Incident — any event reported by the Customer or detected by SINAURA monitoring that materially impairs the availability, performance, security or correct operation of the Platform.

Severity Level — the classification of an Incident as Sev 1, Sev 2, Sev 3 or Sev 4 according to §09.

Service Credit — the credit issued by SINAURA to the Customer when Service Availability falls below the target set out in §05, calculated as a percentage of the Monthly Service Fee.

Monthly Service Fee — the monthly subscription fee paid by the Customer for the affected Subscription, calculated as the annual Fee divided by twelve or, where the Subscription is billed monthly, the Fee invoiced for the relevant Service Month.

Business Hours — Monday to Friday, 09:00–18:00 Central European Time (CET / CEST), excluding Italian national public holidays.

Extended Hours — Monday to Friday, 07:00–22:00 CET / CEST, excluding Italian national public holidays.

24/7 — twenty-four hours a day, seven days a week, including weekends and Italian national public holidays.

04 · SERVICE AVAILABILITY — MEASUREMENT

4.1 — Service Availability is calculated for each Service Month using the following formula:

Service Availability (%) = ((Total Minutes in Service Month – Downtime Minutes) / Total Minutes in Service Month) × 100

4.2 — Downtime is measured in minutes and rounded up to the nearest whole minute. Brief or partial degradations lasting less than five (5) consecutive minutes that do not materially impair usage are not counted as Downtime.

4.3 — SINAURA's internal monitoring systems are the authoritative source for Service Availability measurement. In case of discrepancy with Customer measurements, SINAURA's monitoring records prevail, subject to good-faith review of any Customer evidence to the contrary.

4.4 — Service Availability is calculated separately for each production region in which the Customer's workspace is deployed. The applicable region is set out in the Order Form (default: AWS Frankfurt eu-central-1, three Availability Zones).

05 · SERVICE AVAILABILITY TARGET AND SERVICE CREDITS

Standard target

5.1 — SINAURA commits to a Service Availability of at least 99.9% per Service Month for the production Platform (the "Standard Target"). The Order Form may specify a higher target for Enterprise tiers (for example, 99.95%).

Service Credit scale

5.2 — Where Service Availability in a Service Month falls below the Standard Target, the Customer is entitled to a Service Credit calculated as a percentage of the Monthly Service Fee for that month, as follows:

• Service Availability equal to or greater than 99.9% — no credit (0%).
• Service Availability less than 99.9% but greater than or equal to 99.0% — Service Credit of 10%.
• Service Availability less than 99.0% but greater than or equal to 95.0% — Service Credit of 25%.
• Service Availability less than 95.0% — Service Credit of 50%.

▸ For Enterprise tiers with a 99.95% target, the same brackets apply shifted up by one tier (for example, less than 99.95% → 10%; less than 99.0% → 25%; less than 95.0% → 50%), as specified in the Order Form.

5.3 — Service Credits accumulated by the Customer in any Service Month are capped at one hundred percent (100%) of the Monthly Service Fee for that month.

5.4 — Service Credits issued by SINAURA are non-refundable and may only be applied against future invoices for the Subscription. Service Credits have no cash value and are not transferable to any other product, Customer or third party.

06 · EXCLUSIONS FROM DOWNTIME

The following events shall not be counted as Downtime and shall not entitle the Customer to a Service Credit: Scheduled Maintenance communicated under §07.1; Emergency Maintenance under §07.2, where SINAURA acts in good faith to address a security or integrity threat; force majeure events as defined in MSA §12.5, including extended unavailability of cloud infrastructure providers outside SINAURA's reasonable control; failure, latency or unavailability of Third-Party Systems integrated at the Customer's request (for example, Customer's ERP, CMMS, SCADA, or Customer-side LLM endpoints when activated upon Customer opt-in); issues caused by Customer Data, Customer prompts, Customer configurations, Customer Authorised Users' actions or Customer Equipment; issues caused by the Customer's network, internet connection, browser, operating system, MDM policy or device configuration; issues attributable to the Customer's failure to deploy a Mandatory Update under Art. 15 of the ToS; suspension of Service under MSA §5.3 (non-payment), Art. 03 of the ToS (security suspension) or Art. 12 of the ToS (breach of AUP); Beta / Labs features and any non-production environment; and use of features in violation of the AUP or the ToS.

07 · MAINTENANCE WINDOWS

Scheduled Maintenance

7.1 — SINAURA performs Scheduled Maintenance within the standard maintenance window, Sundays 02:00–06:00 CET / CEST (the "Maintenance Window"). The Customer is notified at least 72 hours in advance via email to the administrative contact identified in the Order Form. Scheduled Maintenance not exceeding the announced duration is not counted as Downtime.

Emergency Maintenance

7.2 — SINAURA may perform Emergency Maintenance at any time without advance notice where required to address an imminent security, integrity or availability threat. Emergency Maintenance is communicated to the Customer as soon as reasonably practicable, with information on the nature of the threat and the action taken. Emergency Maintenance is not counted as Downtime, provided that SINAURA acts in good faith and that the affected window is no longer than reasonably necessary.

Customer-requested maintenance

7.3 — Where the Customer requests a maintenance activity (for example, to apply a specific configuration or upgrade outside the standard cycle), the corresponding window is agreed in advance with the Customer and is not counted as Downtime.

08 · SUPPORT — HOURS AND CHANNELS

8.1 — Support is provided to the Customer under the tier specified in the Order Form.

The Standard tier (default) provides coverage during Business Hours (Monday to Friday, 09:00–18:00 CET, Italian holidays excluded) and is delivered by email to info@sinauragroup.com.

The Professional tier extends coverage to Extended Hours (Monday to Friday, 07:00–22:00 CET) and is delivered by email to info@sinauragroup.com, with priority handling of qualifying requests.

The Enterprise tier provides 24/7 coverage for Sev 1 and Sev 2 Incidents and Extended Hours coverage for Sev 3 and Sev 4 Incidents, delivered by email to info@sinauragroup.com and through a dedicated Technical Account Manager designated in the Order Form.

8.2 — Support requests outside the applicable coverage hours are logged and acknowledged at the start of the next coverage period, save for Sev 1 and Sev 2 Incidents under the Enterprise tier.

8.3 — Support is provided in English and Italian. Other languages may be agreed in the Order Form.

09 · INCIDENT SEVERITY CLASSIFICATION

9.1 — Incidents are classified by SINAURA, in consultation with the Customer where possible, according to the following levels.

Sev 1 — Critical. Complete unavailability of the production Platform, or major data-integrity issue, with no available workaround. Typical examples: Platform totally unreachable; widespread data corruption; security breach in progress.

Sev 2 — High. Major feature or module unavailable or significantly degraded, with significant business impact and no acceptable workaround. Typical examples: agent module unreachable; critical connector down; authentication intermittently failing.

Sev 3 — Medium. Non-critical feature impaired or producing incorrect output, with a workaround available. Typical examples: minor feature malfunction; performance below expectations on specific workflows; UI glitch with workaround.

Sev 4 — Low. Cosmetic issue, question, documentation request or enhancement request. Typical examples: wording in UI; documentation question; feature request.

Response and target resolution times

9.2 — SINAURA commits to the following response times (time from receipt of a properly classified support request to first substantive response by a SINAURA engineer or support specialist). Target resolution times are good-faith targets and not binding service levels for the purposes of Service Credits.

For Sev 1, the response time is 4 Business Hours under Standard, 2 Business Hours under Professional, and 30 minutes (24/7) under Enterprise; target resolution is 4 hours.

For Sev 2, the response time is 8 Business Hours under Standard, 4 Business Hours under Professional, and 2 hours (24/7) under Enterprise; target resolution is 8 hours, or 1 Business Day.

For Sev 3, the response time is 2 Business Days under Standard, 1 Business Day under Professional, and 8 Business Hours under Enterprise; target resolution is 5 Business Days.

For Sev 4, the response time is 5 Business Days under Standard, 3 Business Days under Professional, and 2 Business Days under Enterprise; target resolution is the next product release where applicable.

▸ Response times are guaranteed; target resolution times are best-efforts and depend on the nature and complexity of the Incident. Failure to meet a target resolution time does not, on its own, give rise to Service Credits.

10 · BACKUP, RECOVERY OBJECTIVES AND CONTINUITY

10.1 — Recovery objectives. SINAURA maintains the following recovery objectives for production data: a Recovery Point Objective (RPO) of less than 24 hours; and a Recovery Time Objective (RTO) of less than 4 hours from the formal declaration of a disaster-recovery event.

10.2 — Backup architecture. The Platform employs multi-AZ daily encrypted backups across three Availability Zones in AWS Frankfurt (eu-central-1a / 1b / 1c), with 30-day retention and crypto-shredding upon termination, as documented in Annex 1 of the DPA.

10.3 — Disaster Recovery testing. SINAURA performs at least semi-annual Disaster Recovery exercises with documented outcomes, available to the Customer on written request under confidentiality.

11 · SECURITY INCIDENTS AND DATA BREACH

11.1 — Notification of personal data breach. In the event of a personal data breach (Art. 33 GDPR), SINAURA notifies the Customer without undue delay and in any case within 48 hours of becoming aware, in accordance with §3.5 of the DPA, providing the information required by Art. 33(3) GDPR.

11.2 — Security incidents (non-personal-data). For security incidents affecting the Platform but not constituting a personal data breach, SINAURA notifies the Customer without undue delay where the incident materially impacts the Customer's use of the Services, with status updates until resolution.

11.3 — Vulnerability disclosure. Security vulnerability reports concerning AriaPLT™ may be sent to info@sinauragroup.com and are handled under SINAURA's responsible-disclosure practice.

12 · PROCEDURE FOR REPORTING INCIDENTS AND CLAIMING SERVICE CREDITS

Incident reporting

12.1 — The Customer reports Incidents through the channels set out in §08, providing a description of the symptom, the time of first occurrence, the affected Authorised Users or workspaces, and any reproduction steps available. SINAURA acknowledges receipt within the applicable response time and classifies the Severity Level.

Service Credit claim

12.2 — To claim a Service Credit, the Customer must submit a written request to info@sinauragroup.com within thirty (30) days following the end of the Service Month in which the alleged Downtime occurred. The request must include (a) identification of the affected Subscription and Service Month, (b) the alleged Service Availability calculation, and (c) reasonable supporting evidence such as timestamps, error messages, screenshots or monitoring data.

12.3 — SINAURA reviews the claim and, where validated, applies the corresponding Service Credit as a deduction against the next invoice issued for the Subscription. SINAURA responds to the claim within thirty (30) days of receipt.

Exclusive remedy

12.4 — Service Credits are the Customer's sole and exclusive financial remedy for failure to meet the Service Availability target, save for the right of termination set out in §12.5 and for liability that cannot be excluded under applicable law.

Termination right for chronic SLA failure

12.5 — Where Service Availability falls below 95.0% in three (3) consecutive Service Months, or falls below the Standard Target (99.9%) in five (5) Service Months within any twelve-month rolling period, the Customer may terminate the affected Order Form for cause upon written notice given within thirty (30) days of the end of the relevant period, with refund of the pro-rata portion of any prepaid Fees for the unused period. Termination under this clause does not entitle the Customer to any additional damages beyond the refund and any Service Credits already accrued.

13 · REPORTING AND TRANSPARENCY

13.1 — Customer reporting. Upon written request to info@sinauragroup.com, SINAURA provides the Customer with a monthly Service Availability report for the previous Service Month, including total uptime percentage, total Downtime minutes, list of Incidents by Severity and any applied Service Credits. Enterprise-tier Customers receive such reports automatically.

13.2 — Quarterly business reviews. Enterprise-tier Customers are entitled to a quarterly service-review meeting with their Technical Account Manager covering availability, incident trends, upcoming releases and roadmap.

14 · CHANGE MANAGEMENT

14.1 — Material changes to the Platform that may affect availability or performance are communicated to the Customer in advance under Art. 15 of the ToS (Updates to the Platform).

14.2 — API breaking changes are notified at least thirty (30) days in advance, with backward-compatibility for deprecated API versions maintained for at least ninety (90) days following the notice, save where the change is required for security or legal compliance.

14.3 — Sub-processor changes are notified at least thirty (30) days in advance under DPA §5(1), with a right of reasoned objection by the Customer.

15 · MISCELLANEOUS

15.1 — Order of precedence. In case of conflict between this SLA and the MSA, ToS or DPA, the order of precedence set out in §12.10 of the MSA prevails. The Order Form prevails over this SLA where it specifies different service-level commitments.

15.2 — Amendments. SINAURA may update this SLA from time to time. Material changes that adversely affect the Customer's rights are notified at least thirty (30) days in advance and become effective on the renewal date, unless the change is required by law or to address a security risk.

15.3 — Survival. The Customer's right to claim Service Credits accrued before termination, and the termination right set out in §12.5, survive termination of the Subscription.

15.4 — Language. This SLA is drafted in English; where a translation is provided, the English version prevails.

16 · CONTACTS

All matters covered by this SLA — including service availability and incident reports, Service Credit claims, data-breach notifications under Art. 33 GDPR, vulnerability reports and any other communication — are handled through the following single set of contact channels:

© 2026 SINAURA S.R.L. · Last updated: 16 May 2026 · Version 1.1

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SINAURA™ · AriaPLT™ — Service Level Agreement