HansaTech Service Level Agreement (SLA)

For MobiferWL SaaS Product

Effective Date: October 1, 2025

1. Applicability

This Service Level Agreement (“SLA”) forms part of the Master Subscription Agreement (“Agreement”) between HansaTech OÜ (“HansaTech”) and the Customer, governing Customer’s use of HansaTech Products (MobiferWL).

This SLA applies to the following service categories:

1.1 Core Services

For Customers subscribed to Light, Custom MobiferWL plans, HansaTech guarantees that Core Services will be available and operational at least 99.9% of the time each calendar month.

If HansaTech does not achieve and maintain the service levels described in this SLA, the Customer may be eligible for Service miles as set out below.

HansaTech may update the terms of this SLA from time to time to reflect service or legal changes. The current version will always be available on HansaTech’s legal page: [url] (or a successor URL).

2. Definitions

Capitalised terms not defined in this SLA shall have the meanings assigned to them in the Agreement or associated Order Form.

Applicable Monthly Service Fees – the total monthly subscription and usage fees actually paid by Customer for the MobiferWL Product during the month in which a Service Credit is owed.

Available Monthly Minutes – total minutes in a full calendar month, less any excluded maintenance periods.

Connection – a single integration link between a Customer’s data source and target system within MobiferWL Custom Plan. 

Core Services – (a) MobiferWL Query Engine, (b) MobiferWL Partner Web Application, (c) MobiferWL Driver Mobile Application, (d) Mobifer Customer Web Application.  

Customer – the contracting party as defined in the relevant Order Form.

Downtime – any period (in minutes) when a Core Service is unavailable as defined in Section 4 below.

Service credits – a percentage of the Applicable Monthly Service Fees credited back to Customer following HansaTech’s approval of a validated SLA claim.

Service Credit Percentage – the percentage rate applied for each 60 minutes of Downtime.

3. Claims Procedure

To claim a Service Credit, Customer must submit a written claim to support@mobifer.com within two (2) months following the end of the month in which the incident occurred, including:

• (a) description and duration of the incident,
• (b) start and end times of the Downtime,
• (c) number of affected users or systems, and
• (d) actions taken to resolve or mitigate the incident.

HansaTech will evaluate the claim in good faith using available system logs and monitoring data, and will respond within 30 calendar days.

Each affected connection or service must be claimed separately.

4. Service Credits

Service Credits are Customer’s sole and exclusive remedy for any failure to meet the uptime guarantees below.

Service Credits will be applied as a monetary credit against future invoices and are non-refundable and non-transferable.

4.1 Core Services

Core Service	Monthly Uptime Commitment	Service Credit Percentage
Query Engine (the widget)	99.9%	1%
Partner Web Application	99.9 %	1%
Driver Mobile Application	99.9 %	1%
Customer Web Application	99.9 %	1%

If more than one Core Service is concurrently affected, only a single Service Credit (not cumulative) will apply.

Total Service Credits for Core Services shall not exceed 25% of the Applicable Monthly Service Fees for that month and 10% of annualised fees for the current term.

5. Calculation of Uptime and Credits

5.1 Monthly Uptime Percentage

For Core Services:

Monthly Uptime % = (Available Monthly Minutes − Downtime) / Available Monthly Minutes × 100

5.2 Service Credit Formula

Service Credits = (Downtime / 60) × Applicable Monthly Service Fees × Service Credit Percentage

6. Limitations and Exclusions

Downtime shall not include:

1. Scheduled maintenance (not exceeding 24 hours per month) with at least 7 days’ notice.
2. Maintenance requested by Customer or agreed between the parties.
3. Unavailability caused by:
   • force majeure or third-party service provider failures (including hosting providers such as AWS),
   • unsupported Customer configurations or use contrary to documentation,
   • third-party APIs, rate limits, or external data schema changes,
   • security incidents resulting from Customer’s network or credentials, or
   • Customer’s failure to maintain required connectivity, security permissions, or technical integration.
4. Downtime during suspension or termination under the Agreement.
5. Trial or beta products.

7. Compliance and Transparency

HansaTech shall:

• Maintain continuous monitoring of service uptime;
• Retain log data to substantiate SLA performance for at least 12 months; and
• Cooperate in good faith with Customer to resolve any verified availability issue.

8. Governing Law and Jurisdiction

This SLA shall be governed by and construed in accordance with the laws of:

• Estonia, where HansaTech is established; or
• alternatively, if agreed in the Order Form, the laws of England and Wales.

Disputes shall be resolved exclusively in the competent courts of Tallinn, Estonia, or London, United Kingdom, respectively.

9. Entire Agreement

This SLA is incorporated by reference into the Master Subscription Agreement and shall prevail over any conflicting provisions therein solely with respect to service availability and credits.