1. PURPOSE

This Service Level Agreement (“SLA“) sets out the service availability commitments, support standards, incident management process, maintenance practices, disaster recovery objectives and service responsibilities that apply to MR Reporting as provided by ETECH SERVICES PRIVATE LIMITED (“ETECH“).

This SLA covers both:

• Cloud-hosted (SaaS) deployments; and

• Customer-hosted (On-Premise) deployments.

The specific commitments for each deployment model are described in this SLA.

This SLA sets the standard service commitments for MR Reporting. Customers may have further commitments where these have been separately agreed in writing.

2. SCOPE OF SERVICES

Depending on the deployment model, this SLA may cover:

• the MR Reporting web application;

• the Web Administration Portal;

• Desktop Agents;

• the mobile administration application, where available;

• APIs and standard integrations provided by ETECH;

• related platform services;

• Technical Support;

• Software Maintenance;

• Software Updates;

• Software Upgrades;

• Security Patches;

• Bug Fixes;

• Incident Response and Resolution; and

• Disaster Recovery services for SaaS infrastructure within ETECH’s operational control.

This SLA only covers services and systems for which ETECH has operational control or support responsibility.

For On-Premise deployments, this SLA does not cover Customer infrastructure, such as servers, operating systems, databases, networks, storage, firewalls, internet connectivity or any other part of the Customer Environment owned or managed by the Customer.

3. DEPLOYMENT-SPECIFIC SERVICE COMMITMENTS

3.1 SaaS Deployments

For Cloud-hosted SaaS deployments, ETECH will make commercially reasonable efforts to maintain:

99% Monthly Service Availability

This commitment applies to the production environment of the MR Reporting Platform and is measured per calendar month.

Eligible SaaS customers may also be entitled to Service Credits if Monthly Service Availability drops below the committed level, as described in this SLA.

3.2 On-Premise Deployments

For Customer-hosted On-Premise deployments, the Monthly Service Availability commitment for the MR Reporting SaaS Platform does not extend to the Customer Environment.

The Customer is responsible for the availability, performance and reliability of the Customer Environment.

For On-Premise deployments, ETECH’s commitments relate to:

• Software Support;

• Software Maintenance;

• Software Updates;

• Software Upgrades;

• Security Patches;

• Bug Fixes;

• Technical Support; and

• other support services relating to the Licensed Software.

4. SAAS SERVICE AVAILABILITY AND UPTIME

4.1 Definition of Uptime

For SaaS deployments, Uptime is the total time during which the Platform’s production environment is working and accessible to Authorised Users.

Monthly Service Availability is calculated as follows:

(Total Available Minutes − Downtime) ÷ Total Available Minutes × 100

In this formula:

• Total Available Minutes is the total number of minutes in the relevant calendar month.

• Downtime is confirmed service unavailability caused solely by ETECH.

4.2 Downtime

For SaaS deployments, Downtime is measured from:

• the moment ETECH logs a verified incident; until

• the moment the affected service is restored and available again.

Downtime does not include:

• Scheduled Maintenance;

• Emergency Maintenance;

• failures of the Customer’s network;

• failures of Internet Service Providers;

• failures of the Customer’s hardware;

• Customer configuration problems;

• Customer misuse of the Platform;

• unsupported systems or configurations;

• third-party service interruptions outside ETECH’s reasonable control; or

• Force Majeure Events.

The availability commitment does not cover services or components that ETECH does not operationally control.

5. SCHEDULED MAINTENANCE

ETECH may carry out Scheduled Maintenance to:

• keep the platform stable;

• roll out Updates and Upgrades;

• strengthen security;

• optimise performance;

• maintain infrastructure; and

• improve overall service reliability.

Where reasonably practicable, ETECH will give advance notice of Scheduled Maintenance.

Scheduled Maintenance is usually carried out during:

• non-business hours;

• weekends; or

• other periods of low usage.

Scheduled Maintenance does not count as Downtime when calculating SaaS Service Availability.

For On-Premise deployments, maintenance may be coordinated with the Customer and may need the Customer’s involvement, access or system availability.

6. EMERGENCY MAINTENANCE

ETECH may carry out Emergency Maintenance without prior notice where reasonably needed to deal with:

• critical security vulnerabilities;

• infrastructure failures;

• risks to system stability;

• data integrity concerns; or

• situations that could materially affect the security, availability or reliability of the Platform or Licensed Software.

Emergency Maintenance does not count as Downtime when calculating SaaS Service Availability.

ETECH will make reasonable efforts to keep service disruption to a minimum.

For On-Premise deployments, Emergency Maintenance may need the Customer’s cooperation, remote access or other agreed access to the Customer Environment.

7. SUPPORT AVAILABILITY

Unless otherwise agreed in writing, Technical Support is available:

Monday to Friday – 08:00 AM to 10:00 PM (IST)

Support can be reached through:

• the Support Portal;

• Email;

• Telephone, where available; or

• any other authorised support channel that ETECH communicates.

Requests received outside Support Hours will usually be handled on the next Business Day.

Critical Severity Incidents may be handled according to the applicable incident response commitments.

8. INCIDENT SEVERITY LEVELS

Incidents are classified according to their impact and urgency.

Severity Level 1 – Critical

The Platform or Licensed Software is down, or a critical business function has stopped working completely, and there is no reasonable workaround.

Examples:

• system or software outage;

• total application failure;

• login or authentication failure affecting every user;

• total failure of data processing;

• critical database corruption caused by the Licensed Software.

Initial Response Target: Within 1 Hour

Work Commencement: Immediate, where applicable

Target Resolution: Within 6 Hours

For On-Premise deployments, if a permanent fix needs further development or depends on Customer infrastructure or Customer action, ETECH may provide a commercially reasonable workaround while it works on the permanent fix.

Severity Level 2 – High

Major functionality is seriously affected, but the Platform or Licensed Software is still partly working.

Examples:

• significant drop in performance;

• major feature malfunction;

• reporting failures;

• integration failures;

• service instability affecting several users.

Initial Response Target: Within 2 Hours

Target Resolution: Within 12 Hours

If an immediate fix is not possible, ETECH may provide a reasonable workaround.

Severity Level 3 – Medium

A limited or non-critical function is affected and a reasonable workaround exists.

Examples:

• feature malfunction;

• isolated performance problem;

• minor functional defect;

• report formatting problem;

• help with configuration;

• issue affecting a single user.

Initial Response Target: Within 4 Hours

Target Resolution:

• SaaS: Within 24 Hours

• On-Premise: Within 2 Business Days

If the issue needs a product change or development work, it may be resolved through a later Update, maintenance release or other suitable fix.

Severity Level 4 – Low

General questions, documentation requests, usability queries, cosmetic defects or enhancement requests.

Examples:

• user guidance;

• how-to questions;

• interface issues;

• clarification of documentation;

• cosmetic defects;

• feature requests.

Initial Response Target: Within 1 Business Day

Target Resolution: The next planned release or maintenance cycle, the product roadmap, or as ETECH otherwise communicates, as applicable.

9. ESCALATION PROCESS

If an incident is not resolved, the Customer may ask for it to be escalated through the following levels:

Where relevant, an escalation request should include:

• the incident reference number;

• a summary of the problem;

• the impact on the business; and

• the steps already taken.

Escalation does not change the incident’s severity level or its response and resolution targets.

10. SOFTWARE SUPPORT AND MAINTENANCE

For On-Premise deployments with active Annual Maintenance & Support (AMS), ETECH will provide the following standard Software Support and Maintenance Services:

• Incident logging;

• Technical troubleshooting;

• Product guidance;

• Help with configuration;

• Identifying bugs;

• Bug fixes;

• Security Patches;

• Software Updates;

• Software Upgrades;

• Remote help with installation;

• Product documentation; and

• any other support services included in the applicable support offering.

Support is provided for supported versions of the Licensed Software.

For SaaS deployments, ETECH handles the relevant Software Updates, Software Upgrades, Security Patches and maintenance as part of the SaaS service.

11. SOFTWARE UPDATES, UPGRADES AND SECURITY PATCHES

ETECH may release from time to time:

• Software Updates;

• Security Patches;

• Bug Fixes;

• performance improvements;

• compatibility updates;

• minor enhancements; and

• Software Upgrades.

For On-Premise deployments, the Customer is entitled to Updates and Upgrades only while it maintains the applicable Annual Maintenance & Support (AMS), unless otherwise agreed in writing.

Critical Security Patches will be released as soon as reasonably practicable after they have been identified, verified and tested.

For On-Premise deployments, the Customer must apply recommended Updates and Security Patches within a reasonable time.

ETECH is not responsible for problems caused by the Customer unreasonably delaying the installation of critical Security Patches or supported software versions.

12. SERVICE CREDITS FOR SAAS

Service Credits apply only to eligible Cloud-hosted SaaS subscriptions.

If Monthly Service Availability drops below the committed 99% level, the Customer may qualify for Service Credits as follows:

Service Credits:

• apply only to the affected monthly billing period;

• must be claimed by the Customer in writing within thirty (30) days after the end of the affected month;

• will be verified by ETECH before being approved;

• will be applied as a credit against future invoices; and

• cannot be exchanged for cash or refunded.

The total Service Credit issued in any calendar month will not exceed 25% of the monthly Subscription Fees.

Service Credits are the Customer’s sole and exclusive remedy for SaaS availability failures covered by this SLA.

Service Credits do not apply to Customer-hosted On-Premise deployments.

13. BACKUP AND DATA PROTECTION

13.1 SaaS Deployments

ETECH takes periodic backups of the production environment to support business continuity and disaster recovery.

Backup practices may include:

• automated system backups;

• secure storage of backup data;

• periodic checks on backup integrity; and

• operational monitoring of backup processes.

Backup schedules and retention are managed according to ETECH’s operational and security policies.

13.2 On-Premise Deployments

For On-Premise deployments, the Customer is responsible for:

• regular backups;

• storing backups;

• restoration procedures;

• disaster recovery arrangements; and

• retaining Customer Data within the Customer Environment.

ETECH may give reasonable technical guidance on the Licensed Software but is not responsible for backing up Customer infrastructure unless expressly agreed in writing.

14. DISASTER RECOVERY OBJECTIVES

For SaaS deployments, ETECH will make commercially reasonable efforts to meet the following operational objectives if service is disrupted:

Recovery Time Objective (RTO)

Target time to restore service: 24 Hours

Recovery Point Objective (RPO)

Maximum targeted data loss: 24 Hours

These are operational targets, not guaranteed results.

For On-Premise deployments, the Customer is responsible for disaster recovery of the Customer Environment. ETECH’s role is limited to reasonable support in restoring the Licensed Software, provided the Customer maintains supported infrastructure, backups and the required access.

15. CUSTOMER RESPONSIBILITIES

The Customer must:

• use compatible devices, operating systems and supported browsers;

• maintain a stable internet connection;

• configure the Platform or Licensed Software correctly;

• report incidents promptly through authorised support channels;

• give enough information to allow investigation;

• cooperate with troubleshooting;

• nominate authorised support contacts;

• maintain suitable access controls;

• keep backups where relevant; and

• follow any technical requirements ETECH communicates.

For On-Premise deployments, the Customer must also:

• maintain supported servers and infrastructure;

• maintain supported operating systems and databases;

• maintain network and security infrastructure;

• maintain disaster recovery arrangements;

• provide the necessary logs and diagnostic information;

• provide timely and secure remote access when needed;

• apply recommended Updates and Security Patches; and

• maintain suitable security controls in the Customer Environment.

ETECH is not responsible for delays, failures or service problems caused by the Customer not meeting these responsibilities.

16. SERVICE LIMITATIONS AND EXCLUSIONS

This SLA does not cover problems caused by:

• failure of Customer hardware;

• failure of Customer infrastructure;

• failure of the Customer’s network;

• internet connectivity problems;

• failure of Internet Service Providers;

• operating system failures;

• database failures within the Customer Environment;

• firewall or VPN problems;

• conflicts with antivirus or endpoint security software;

• third-party software not provided by ETECH;

• failures of third-party service providers outside ETECH’s reasonable control;

• unsupported operating systems, browsers or software versions;

• unsupported customisations;

• unauthorised changes to the Platform or Licensed Software;

• Customer configuration mistakes;

• misuse of the Platform or Licensed Software;

• the Customer unreasonably delaying the installation of recommended Updates or Security Patches;

• cyber incidents outside ETECH’s reasonable control; or

• Force Majeure Events.

For On-Premise deployments, this SLA gives no Monthly Service Availability commitment for the Customer Environment.

17. REMOTE SUPPORT FOR ON-PREMISE DEPLOYMENTS

Where needed, ETECH may give remote support through a secure remote access method agreed by both parties.

The Customer must:

• provide secure remote connectivity;

• obtain all necessary internal approvals;

• supervise remote sessions where its internal policies require; and

• withdraw remote access once it is no longer needed.

ETECH will use remote access only to provide support and maintenance services.

18. SOFTWARE VERSION SUPPORT

For On-Premise deployments, ETECH will usually support:

• the current major version; and

• the major version immediately before it,

unless ETECH notifies otherwise.

Customers may need to upgrade to a supported version before certain issues can be investigated or fixed.

ETECH may stop supporting outdated software versions by giving at least one (1) month’s prior written notice.

Customers who want to keep receiving standard support must upgrade to a supported version.

For SaaS deployments, ETECH manages the supported production version as part of the SaaS service.

19. SERVICE MODIFICATION

ETECH may change MR Reporting features, infrastructure, software components, support processes, maintenance practices or operating procedures to improve:

• performance;

• reliability;

• security;

• compatibility;

• functionality; or

• the overall quality of service.

For SaaS deployments, ETECH will not materially lower the committed service levels during an active service period, except where needed for security, legal, regulatory or other legitimate operational reasons.

For On-Premise deployments, ETECH may update supported software versions, maintenance practices and technical requirements from time to time. If an update materially affects active support entitlements, ETECH will give reasonable advance notice.

20. LIMITATION OF LIABILITY

This SLA sets out the standard service commitments for MR Reporting.

Nothing in this SLA extends ETECH’s liability beyond the limits set out in the relevant contractual terms, where those terms apply.

For SaaS deployments, the Service Credits described in this SLA are the Customer’s sole and exclusive remedy for service availability problems covered by this SLA.

21. FORCE MAJEURE

ETECH is not liable for any delay or failure in performance caused by events outside its reasonable control, such as:

• natural disasters;

• war;

• power failures;

• internet or telecommunications outages;

• government action;

• labour disputes;

• cyber incidents outside ETECH’s reasonable control;

• pandemics;

• failure of public utilities; or

• any other Force Majeure Event.

22. CHANGES TO THIS SLA

ETECH may revise this SLA from time to time to reflect:

• improvements to MR Reporting;

• changes in operational processes;

• changes in security practices;

• changes in support processes;

• changes in technology;

• changes in applicable legal or regulatory requirements; or

• other operational needs.

Revised versions will be published on the official MR Reporting website.

If a Customer has a valid written agreement with its own rules on amending the SLA, those rules will govern that Customer relationship.

23. CONTACT AND SUPPORT

Customers can reach ETECH through the support channels ETECH communicates, including:

• the Support Portal;

• Email;

• Telephone, where available; or

• other authorised support channels.

For general information about MR Reporting and its services:

ETECH SERVICES PRIVATE LIMITED

Website: https://mrreporting.com