Service Level Agreement

Effective: 18 March 2026

1 - Eligibility

1.1. This Service Level Agreement (“SLA”) applies only where it is expressly incorporated by reference in your Sales Agreement. If your Sales Agreement does not reference this SLA, it does not apply to your use of the Platform.

1.2. Terms not defined in this SLA have the meanings given to them in the Terms of Service.

2 - Uptime Commitment

2.1. We shall use commercially reasonable endeavours to make the Platform available with a monthly uptime percentage of at least 99.9%, excluding scheduled maintenance.

2.2. Monthly uptime percentage is calculated as: (total minutes in calendar month minus downtime minutes) divided by total minutes in calendar month, multiplied by 100.

3 - Service Credits

3.1. For the purposes of calculating service credits under this SLA, where Fees are paid other than on a monthly basis, the monthly Fees shall be deemed to be one twelfth of the annualised Subscription Fees. If we fail to meet the uptime commitment in clause 2.1:

3.1.1. where monthly uptime is below 99.9% but at or above 99.5%, you shall be entitled to a service credit equal to 5% of your monthly Fees for the affected month;

3.1.2. where monthly uptime is below 99.5% but at or above 99.0%, you shall be entitled to a service credit equal to 10% of your monthly Fees for the affected month;

3.1.3. where monthly uptime is below 99.0%, you shall be entitled to a service credit equal to 25% of your monthly Fees for the affected month.

3.2. Service credits shall be applied to your next invoice. Service credits in any calendar month shall not exceed 30% of your monthly Fees. To receive a service credit, you must submit a request to support@humaans.io within 30 days of the end of the affected month.

4 - Exclusions

4.1. The uptime commitment in clause 2.1 does not apply to downtime resulting from:

4.1.1. scheduled maintenance, provided we give you reasonable prior notice;

4.1.2. events of force majeure as described in clause 20 of the Terms of Service;

4.1.3. failures of your systems, equipment or internet connectivity;

4.1.4. your misuse of the Platform or use in breach of the Agreement.

4.1.5. outages or performance issues of third-party hosting infrastructure, cloud services or internet service providers that are beyond our reasonable control.

5 - Sole Remedy

5.1. The service credits described in this SLA shall be your sole and exclusive remedy for any failure by us to meet the uptime commitment in clause 2.1.