Service-Level-Vereinbarung (SLA)

Version dated 20 October 2026.

0. Application and precedence

0.1. "Service Provider" means the Unitify legal entity that issued the Order or is identified in it as the provider of the relevant service. This SLA applies to Platform access under the Regional Public Offer (CIS), the Master Subscription Agreement or the Terms of Use (the "principal agreement"); for a Customer under the Terms of Use without an Order, the Service Provider is Unitify Limited and references to the Order are read as references to the plan selected in the account.
0.2. Order of precedence: the Order, then the principal agreement, then this SLA. An Order may set different service parameters. The SLA applies to the Pro plan and to Orders that expressly reference it; to other plans only where an Order so provides.
0.3. This SLA does not disapply any warranty disclaimer, exclusion of indirect damages, aggregate liability cap or dispute-resolution provision of the principal agreement, does not create joint and several liability between Unitify entities, and does not allow double recovery for the same event.
0.4. The service region, time zone, business-day calendar and maintenance window are specified in the Order; if omitted, the location of the production instance applies.

1. Availability

1.1. Target availability of the Platform is 99.5 % per calendar month.
1.2. Availability = (minutes in the month − minutes of Downtime) / minutes in the month × 100 %. Excluded minutes are removed from both the numerator and the denominator. Downtime is a period in which the Customer's production instance or the resident app is unavailable to all of the Customer's users for reasons for which the Service Provider is responsible. Availability is determined by the Service Provider's server-side monitoring.
1.3. Downtime excludes: partial degradation; unavailability of an individual integration or feature; beta and preview features; scheduled and emergency maintenance under Section 2; suspension under the principal agreement; acts, configuration and integrations of the Customer, its users and contractors; attacks and events outside the Service Provider's reasonable control; failures of payment providers, billing centres, app stores, SMS and push providers, telecom networks and other third-party infrastructure that the Service Provider could not reasonably prevent.

2. Scheduled and emergency maintenance

2.1. Where reasonably practicable, the Service Provider gives advance notice of scheduled maintenance by e-mail to the Customer and performs it within the window under 0.4. Any maximum duration of scheduled maintenance is set only by an Order.
2.2. Emergency maintenance to fix a vulnerability or prevent an outage may be performed without prior notice, with notice given afterwards.

3. Support

3.1. Support languages, hours and channels are stated in the Order; if the Order is silent, first- and second-line support is provided in Russian and English on business days from 09:00 to 18:00 in the service region, through the support e-mail named in the Order and an agreed messenger channel. Requests received outside business hours are registered and handled from the start of the next business day unless an Order expressly provides 24/7 support.
3.2. Support targets:

Priority	Definition	Target response	Target restoration
Critical	Production instance or resident app unavailable to all of the Customer's users	4 business hours	8 business hours
High	A function does not work and there is no workaround	1 business day	status updates at reasonable intervals while under active investigation
Normal	Error with a workaround, consultation, change request	2 business days	no commitment to resolve or to include a change request in a release plan

3.3. Response and restoration times are targets, not guaranteed resolution deadlines, unless an Order expressly provides otherwise. Time starts when a ticket is registered through an official channel and the information reasonably required for diagnosis has been received, and is paused while awaiting Customer action or information. Missing a target restoration time does not create a separate credit; if a Critical incident also constitutes Downtime and is not excluded, its actual duration is counted in Availability.

4. Service credits

4.1. "Monthly Fee" means the net recurring fee for access to the affected Platform instance after discounts, excluding taxes, AI usage, add-on modules, implementation services and third-party charges.
4.2. Where Availability falls below target for reasons for which the Service Provider is responsible, the Customer receives a credit of the Monthly Fee as follows: Availability below 99.5 % but at least 99.0 % — 10 %; below 99.0 % but at least 98.0 % — 20 %; below 98.0 % — 30 %. Aggregate credits for a month do not exceed 30 % of the Monthly Fee. Where the Customer pays annually, the Monthly Fee is one twelfth of the annual access fee.
4.3. A credit is applied only to a future invoice following a written claim made within 30 days after the end of the month. Credits are non-cash, do not survive termination of the Order, do not stack for the same event and count toward the aggregate liability cap under the principal agreement.
4.4. Credits are the sole and exclusive remedy for failure to meet this SLA. Such failure alone is not a material breach, except as provided in 4.5.
4.5. If Downtime for which the Service Provider is responsible exceeds 30 consecutive days, the Customer may terminate the Order and receive a refund of prepayment for the unused period.

5. Platform wind-down

5.1. This Section applies solely to the Service Provider's permanent discontinuation of the Platform as a whole (wind-down) and does not apply to suspension, non-renewal, termination for cause, Customer-initiated termination or discontinuation of an individual feature or third-party integration. Notice, data export and refunds on wind-down are governed by the Order and the wind-down provisions of the principal agreement; this SLA creates no additional remedy.