Service Level Agreement

Availability commitment, service credits and support response targets.

Version: 1.0 · Last updated: 13 June 2026

1. Availability commitment

1.1 Supplier will use commercially reasonable efforts to make VETos available at least 99.5% of the time in each calendar month (Monthly Uptime).

1.2 Monthly Uptime is measured as the percentage of minutes in the month during which the core VETos service is accessible and materially functional, excluding Excluded Downtime.

2. Excluded Downtime

The following do not count as unavailability:

(a) scheduled maintenance, notified at least 48 hours in advance and performed outside New Zealand and Australian business hours where practicable, up to 4 hours per month;
(b) emergency maintenance reasonably required to protect security or integrity;
(c) force majeure events;
(d) failures of the Customer's equipment, connectivity or third-party services;
(e) suspension permitted under the Agreement;
(f) unavailability or degradation of third-party AI model providers or hosting infrastructure outside Supplier's reasonable control, provided Supplier uses reasonable efforts to mitigate, including failing over to an alternative model provider where practicable.

3. Service credits

3.1 If Monthly Uptime falls below the commitment, the Customer may claim a credit against future fees:

Monthly Uptime	Credit (% of monthly fee for the affected month)
Below 99.5%, at or above 99.0%	10%
Below 99.0%, at or above 98.0%	25%
Below 98.0%	50%

3.2 Credits must be claimed in writing within 30 days of the end of the affected month, are capped at 50% of the monthly fee for any month, are applied to the next invoice, and have no cash value.

3.3 Service credits are the Customer's sole and exclusive remedy for a failure to meet the availability commitment, except that this does not limit: (a) the Customer's termination right in clause 3.4; or (b) any statutory right or remedy that cannot be excluded.

3.4 Chronic failure. If Monthly Uptime is below 99.5% in 3 consecutive months, or below 95% in any month, the Customer may terminate the affected Order Form on notice and receive a pro-rata refund of prepaid, unused fees.

4. Support

4.1 Support is available via email (help@supahuman.ai) and in-app support during Support Hours: 8:00 to 18:00 (AEST / NZST) on business days, covering Australian and New Zealand business hours. Critical (P1) production incidents are covered by 24/7 on-call escalation outside Support Hours.

4.2 Severity levels and targets:

Severity	Definition	Response target	Resolution target
P1 - Critical	Service down or unusable for all users; no workaround	1 hour	Workaround or restoration within 8 business hours
P2 - Major	Significant function impaired; workaround exists	4 business hours	2 business days
P3 - Minor	Single function affected; workaround available	1 business day	Scheduled in a future update
P4 - Low	Cosmetic issues and general queries	2 business days	As scheduled

4.3 Response targets are measured within Support Hours. Resolution targets are good faith targets, not guarantees, and depend on the Customer providing reasonable information and access.

5. Reporting

5.1 Supplier will publish or provide on request its current service status and, for enterprise customers, monthly availability reporting.