Appendix 3 - Software-as-a-service SLA

Version: 3.1

Publication date: January 1, 2026

Part of: Link Business / Enterprise Terms and Conditions

1. INTRODUCTION

This Service Level Agreement ("SLA") outlines the service availability commitments and support standards for The Link SaaS product. It defines measurable service performance obligations and remedies available to the Customer in the event of non-compliance.

2. GUARANTEED UPTIME

“Uptime” refers to the ability to access and use the Link SaaS product and is measured based on whether the Link application is running and accessible.

The following minimum uptime levels based on the purchased Link package are guaranteed:

Uptime is measured per month and excludes scheduled maintenance windows. Statistics are available at https://status.bizbrains.com.

3. SERVICE CREDITS AND REMEDIES

Service credits are a form of compensation that The Supplier offers to the Customer if the guaranteed service levels outlined in this SLA are not met. Customers are eligible for service credits if The Supplier fails to meet the uptime guarantee specified in Section 2. Service credits are given in relation to the monthly fee paid for the Link SaaS application.

3.1.        Uptime Service Credits

3.2.        Applying for Service Credits

To claim a service credit, the Customer must submit a written request to The Supplier within 30 days of the affected period. The request must include:

o    A description of the incident, including the dates and times of service unavailability or throughput degradation.

o    Any relevant supporting documentation demonstrating non-compliance with the SLA.

o    Contact details for the Customer’s designated representative.

The Supplier will verify the claim using internal system logs and notify the Customer of approval or rejection within 10 business days. Approved credits will be applied to the next billing cycle and are the sole remedy for SLA non-compliance.

4. DISASTER RECOVERY AND BUSINESS CONTINUITY

4.1.        Recovery Point Objective (RPO)

The Recovery Point Objective (RPO) defines the maximum allowable data loss in the event of a system failure:

4.2.        Recovery Time Objective (RTO)

The Recovery Time Objective (RTO) defines the maximum allowable time to restore the service following a disruption. The RTO countdown begins when the Customer and the Supplier mutually agree to initiate failover of the Customer’s tenant to the disaster recovery site. Such failover requires mutual agreement, as it may have significant implications for the Customer’s partners.

5. EXCLUSIONS

This SLA does not apply to service interruptions caused by:

·         Scheduled maintenance (announced at least one week in advance).

·         Customer misconfiguration, misuse, or third-party integrations.

·         Force majeure events (natural disasters, wars, government actions).

·         Security-related downtime required to address threats or vulnerabilities.