Service Level Agreement

01Our Service Commitment

At Qvikey, we believe that excellent service requires more than simply delivering a product.

We are committed to providing dependable technology solutions, timely communication, professional support and a consistent standard of service.

This Service Level Agreement ("SLA") explains the standards clients can expect when working with Qvikey.

02Operating and Support Hours

Qvikey operates its standard client support services:

Support requests received outside these hours will be addressed during the next support period, unless separate emergency support arrangements apply.

03Support Response Commitments

We aim to acknowledge client requests promptly and ensure that reported issues receive appropriate attention.

Response targets apply during operating hours.

An acknowledgement confirms that a request has been received and is being assessed. It does not guarantee that the underlying issue will be resolved within the same period.

04Project Delivery and Timelines

Qvikey is committed to organised and timely project delivery.

For applicable projects, clients will receive an agreed scope, estimated timeline and relevant delivery milestones.

Our team will:

• Work towards agreed delivery dates.
• Maintain communication throughout the project.
• Identify potential delays as early as reasonably possible.
• Provide updates when material changes arise.
• Conduct appropriate checks before final delivery.

Timelines may be adjusted where requirements change, additional work is requested, client approvals are delayed or external dependencies affect progress.

05Quality Assurance

Qvikey aims to deliver solutions that meet the agreed requirements and intended functionality.

Depending on the service, quality assurance may include:

• Functional testing.
• Website and interface review.
• Integration checks.
• Automation testing.
• AI workflow testing.
• Configuration and deployment checks.
• Final review before handover.

Where a verified issue is attributable to Qvikey's work and falls within the agreed scope, Qvikey will assess and address it appropriately.

06Service Availability

For eligible Qvikey-managed hosting environments, Qvikey targets 99.5% monthly availability.

This target applies only where expressly included in the client's service package or order form.

Qvikey will make reasonable efforts to maintain, monitor and improve the availability of managed services.

Independent third-party infrastructure and platforms are not controlled entirely by Qvikey and may experience interruptions.

07Maintenance and Improvements

Qvikey may conduct maintenance, updates, improvements and security-related work to maintain the quality and stability of its services.

Where reasonably possible, planned maintenance affecting clients will be communicated beforehand.

Urgent maintenance may take place without advance notice where required to address security, stability or operational concerns.

08Incident Management

When an issue is reported, Qvikey aims to follow a structured process:

1. Receive and acknowledge the report.
2. Assess its priority and impact.
3. Investigate the likely cause.
4. Identify an appropriate corrective action.
5. Communicate material progress.
6. Confirm restoration or the next appropriate action.

Qvikey will make reasonable efforts to keep affected clients informed of significant incidents.

09Backups and Data Recovery

Backup frequency, storage, retention and recovery arrangements depend on the applicable service package.

Where backup services are included, their specific arrangements will be stated in the relevant service schedule.

Clients should maintain independent copies of important business information where appropriate.

Specific recovery time and data recovery point commitments apply only where expressly agreed in writing.

10External Providers and Dependencies

Certain Qvikey services rely on external hosting providers, AI platforms, APIs, communication systems and other independent technology providers.

Qvikey will make reasonable efforts to select and manage suitable providers.

Where an external disruption affects a client, Qvikey will work to assess the impact, communicate relevant information and identify an appropriate resolution or alternative.

Qvikey cannot guarantee the availability or performance of independently operated services.

11Service Credits and Compensation

Eligible clients are covered by the Qvikey 90-Day Confidence Guarantee described in the Terms of Service.

Where applicable, Qvikey may also review verified service interruptions or service failures for additional service credits.

Any service credit will be assessed based on the affected service, the nature and duration of the issue, the applicable package and the circumstances of the incident.

Specific guaranteed service-credit amounts apply only where included in the client's order form or service schedule.

Credits are not a substitute for mandatory legal remedies.

12Circumstances Outside Qvikey's Control

Qvikey will take reasonable steps to maintain its services and address disruptions.

However, service performance may be affected by circumstances outside our reasonable control, including:

• External infrastructure and hosting failures.
• Independent AI or API provider disruptions.
• Internet and telecommunications outages.
• Electricity interruptions.
• Client-side equipment and network failures.
• Unauthorised changes to client systems.
• Security incidents originating from external systems.
• Other circumstances beyond reasonable control.

Where these circumstances affect a service, Qvikey will make reasonable efforts to assist and minimise disruption.

Nothing in this section excludes liability that cannot legally be excluded.

13Client Cooperation

The effectiveness of a service may depend on client cooperation.

Clients are expected to provide necessary information, approvals, account access and feedback within reasonable timeframes.

Where client-side delays or missing information affect delivery or support, the relevant timeline may be adjusted.

14Business Performance Disclaimer

Qvikey provides technology solutions intended to improve digital operations, efficiency and business capabilities.

However, commercial results depend on factors beyond the technology itself.

Unless separately agreed in writing, Qvikey does not promise a particular level of revenue, sales, leads, customer acquisition, conversion rates or profitability.

Our commitment is to the agreed quality, functionality and delivery of the services we provide.

15SLA Review

Qvikey may periodically review this SLA to maintain service quality and reflect operational improvements.

Material changes to an existing client's service commitments will be communicated appropriately and will remain subject to the applicable agreement and law.

16Our Commitment to Clients

We value the trust clients place in Qvikey.

We are committed to clear communication, professional delivery, continuous improvement and taking reported concerns seriously.

Our goal is to build long-term client relationships through quality work and dependable support.

Qvikey — Built with purpose. Delivered with precision.