Service Level Agreement (SLA)

This SLA covers the following services: • Numezis web application (app.numezis.ch) • REST API and webhooks • AI agents and automations • Document processing (OCR, extraction) • Banking synchronization • Document storage and management Third-party integrated services (banks, SSO identity providers, etc.) are not covered by this SLA and are subject to their respective providers' terms.

2.1 Availability Target Numezis commits to maintaining platform availability of 99.9% on a monthly calendar basis. 2.2 Availability Calculation Availability is calculated using the following formula: Availability (%) = ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100 2.3 Availability Measurement Availability is measured by our internal monitoring systems, supplemented by independent external surveillance services. Availability data is published on our status page (status.numezis.ch). 2.4 Exclusions The following are not counted as downtime: • Scheduled maintenance (see section 3) • Interruptions due to factors beyond Numezis's control (force majeure, global internet infrastructure failure) • Issues related to the Customer's network or equipment • Malfunctions caused by non-compliant use of the platform

3.1 Scheduled Maintenance Regular maintenance operations are performed during low-activity hours (typically between 02:00 and 06:00 CET/CEST). Customers are notified at least 24 hours in advance by email and via the status page. 3.2 Standard Maintenance Window Numezis reserves a weekly maintenance window on Sundays from 02:00 to 06:00 CET/CEST. This window is not systematically used. 3.3 Emergency Maintenance In case of critical security vulnerability or imminent risk to data integrity, Numezis may perform emergency maintenance with reduced or no notice. Customers are informed as soon as possible via email and the status page.

The level of support varies according to the subscribed plan: 4.1 Starter Plan (Free) • Access to online documentation and knowledge base • Community forum • No direct support 4.2 Plus Plan • Email support: support@numezis.ch • Target response time: 48 business hours • Hours: Monday-Friday, 09:00-18:00 CET 4.3 Pro Plan • Priority email support • Target response time: 24 business hours • Hours: Monday-Friday, 09:00-18:00 CET • Access to beta features 4.4 Enterprise Plan • Dedicated account manager (Success Manager) • Direct phone support • Response time per customized SLA • Extended support available (24/7 upon request) • Quarterly account reviews

Incidents are classified according to their severity: 5.1 Priority 1 (Critical) Service completely unavailable for all users. Major impact on business operations. • Response time: 1 hour (Enterprise), 4 hours (Pro/Plus) • Resolution target: 4 hours 5.2 Priority 2 (High) Major functionality unavailable or significant performance degradation. • Response time: 4 hours (Enterprise), 8 hours (Pro), 24 hours (Plus) • Resolution target: 8 hours 5.3 Priority 3 (Medium) Secondary functionality unavailable, workaround possible. • Response time: 8 hours (Enterprise), 24 hours (Pro), 48 hours (Plus) • Resolution target: 72 hours 5.4 Priority 4 (Low) Question, information request, or cosmetic improvement. • Response time: 24 hours (Enterprise), 48 hours (Pro/Plus) • Resolution per standard development cycle

6.1 Eligibility If monthly availability is below the 99.9% target, customers on Pro and Enterprise plans may request a service credit. 6.2 Credit Calculation • Availability between 99.0% and 99.9%: 10% credit of monthly amount • Availability between 95.0% and 99.0%: 25% credit of monthly amount • Availability below 95.0%: 50% credit of monthly amount 6.3 Credit Request Credit requests must be submitted in writing to billing@numezis.ch within 30 days following the end of the affected month. The request must include the dates and times of incidents and their impact. 6.4 Limitations The maximum credit per month cannot exceed 50% of the monthly subscription amount. Credits are not convertible to cash and are applied to future invoices.

This SLA does not apply in the following cases: • Use of the platform in violation of the T&Cs • Problems resulting from unauthorized Customer modifications • Unavailability due to DDoS attacks specifically targeting the Customer • Beta or experimental features • Free accounts (Starter plan) • Services suspended for non-payment Numezis is not responsible for indirect damages, loss of revenue, or data loss resulting from unavailability, even if it exceeds the thresholds defined in this SLA.

8.1 Status Page Service status is published in real-time at status.numezis.ch. This page displays: • Current status of each component • Incident history • Planned maintenance • Availability metrics 8.2 Notifications Customers can subscribe to email or webhook notifications to be alerted of incidents and maintenance. 8.3 Post-mortems For any major incident (P1/P2), Numezis publishes a post-mortem report within 5 business days detailing causes, corrective actions, and preventive measures.