Service Level Agreement

Introduction

This Service Level Agreement ("SLA") sets forth the performance and availability commitments of Genlogic Limited ("we", "us", or "our") with respect to our cloud infrastructure management software and services provided to you ("Customer" or "you").

Service Availability

We commit to providing our cloud management platform with a monthly uptime of 99.9% ("Service Availability Target"). Uptime is calculated as the total time during a calendar month that the services are available, excluding scheduled maintenance periods.

Scheduled Maintenance

We may perform scheduled maintenance from time to time. We will provide at least 24 hours' notice for any maintenance that may affect service availability.

Service Credits

If we fail to meet the Service Availability Target, you may be eligible for service credits:

Uptime Range	Service Credit
99.0% - 99.9%	10%
95.0% - 99.0%	25%
Below 95.0%	50%

Exclusions

Service credits do not apply to downtime caused by:

• Factors beyond our reasonable control (force majeure);
• Failure to follow our recommended configurations;
• Your network or infrastructure issues;
• Scheduled maintenance;
• Third-party service integrations;
• Security incidents caused by your actions;
• Unauthorized access to the services.

Support Response Times

We commit to the following support response times:

Severity Level	Description	Response Time
Severity 1	Critical: Services completely unavailable	1 hour
Severity 2	High: Major functionality affected	4 hours
Severity 3	Medium: Minor functionality affected	8 hours
Severity 4	Low: General questions	24 hours

Contact Us

If you have any questions about this SLA, please contact us at:

Email: support@genlogicltd.com
Phone: +39 3929193572

Last Modified: February 7, 2026