Service Level Agreement (SLA)

This Service Level Agreement ("SLA") constitutes an appendix to the Terms of Use ("Main Agreement") between the Customer and Verca AB, reg. no. 559564-2629.

This SLA specifies the service levels that Verca AB undertakes to maintain regarding the Platform's availability, support, and incident management. In the event of a conflict between this SLA and the Main Agreement, this SLA shall take precedence regarding service levels.

Definitions used in this SLA have the same meaning as in the Main Agreement.

Verca AB commits to an availability of 99.0% for the Platform, measured per calendar month. 99.0% corresponds to a maximum of approximately 7 hours 18 minutes of downtime per month.

Calculation: Availability = ((Total time − Downtime) / Total time) × 100, where "Total time" refers to the total minutes in the applicable calendar month and "Downtime" refers to minutes during which the Platform is unavailable to the Customer.

Exclusions: The following are not counted as downtime:

• Scheduled maintenance (see section 3)
• Force majeure events as defined in the Main Agreement
• Outages caused by the Customer's own systems, networks, or equipment
• Outages in third-party services beyond Verca AB's control that do not form part of the Platform's infrastructure (e.g., the Customer's internet service provider or DNS service)
• Functional degradation that does not affect core functionality
• Time during which the Customer has intentionally restricted its own access

Measurement: Availability is measured through Verca AB's automated monitoring systems. In the event of a dispute regarding measurements, Verca AB will provide log data for review.

Verca AB performs scheduled maintenance to ensure the Platform's performance, security, and stability.

Maintenance windows:

• Regular maintenance: Saturdays 02:00–06:00 CET/CEST
• Emergency security maintenance: may be performed outside regular windows

Advance notice:

• Regular maintenance: at least 48 hours in advance via email and/or status message in the Platform
• Emergency security maintenance: as soon as possible, but without requirement for specific advance notice for critical security vulnerabilities

Verca AB strives to limit scheduled maintenance to a maximum of 4 hours per month. Maintenance that does not cause service disruption does not require advance notice.

Verca AB provides technical support through the following channels:

• Email: support@verca.se
• Platform: Built-in support form

Support hours: Weekdays 09:00–17:00 CET/CEST (excluding Swedish public holidays).

Response times by priority:

Response times refer to time within support hours. Issues submitted outside support hours are handled on the next business day.

Verca AB classifies issue priority based on the definitions above. The Customer may suggest a priority level when reporting an issue.

In the event of operational incidents, Verca AB follows a structured process to minimise impact and restore normal operations.

Classification:

Escalation:

• Critical incidents are immediately escalated to the on-call operations engineer
• If a critical incident is not resolved within 2 hours, the issue is escalated to technical management
• The Customer is kept informed via email or status message

Communication: For critical and major incidents, Verca AB publishes status updates on the status page and via direct communication to affected Customers. An incident report (post-mortem) is provided within 5 business days after critical incidents have been resolved.

If Verca AB does not achieve the agreed availability target of 99.0% during a calendar month, the Customer is entitled to service credits as follows:

Conditions:

• The Customer must request service credits in writing within 30 days after the end of the affected month
• Service credits are applied against future invoices and are not paid out in cash
• Maximum service credits per month amount to 25% of the month's subscription fee
• Service credits are not issued for downtime covered by the exclusions in section 2

Service credits constitute the Customer's sole and exclusive remedy for failure to meet availability targets, in addition to what otherwise follows from mandatory law. Verca AB's total liability under this SLA is limited in accordance with the Terms of Use § 6.

Verca AB may update this SLA with at least 30 days' written notice. Material changes that diminish the Customer's terms shall not take effect until the next renewal period of the Main Agreement.

The Customer is informed of changes via email to the registered contact person. Continued use of the Platform after the changes take effect constitutes the Customer's acceptance of the updated SLA.

In the event of disagreement regarding changes, the Customer has the right to terminate the Main Agreement in accordance with its termination provisions.

Previous versions of the SLA are retained internally and may be provided upon request. The Customer's commitments are governed by the version that was in effect at the time of contract signing.