Service Level Agreement

This Service Level Agreement ("SLA") defines the service availability targets, support commitments, and remedies applicable to Services provided by Vexion.

This SLA forms part of the contractual agreement between you ("Customer", "User", "you", or "your") and Vexion only where a separate SLA contract has been executed between the parties.

This SLA applies only to Services explicitly designated as covered under a signed SLA contract. Customers without an executed SLA are not entitled to the commitments or remedies described herein.

• "Service Availability" means the percentage of time the Services are operational and accessible.
• "Downtime" means a period during which the Services are unavailable due to infrastructure failure.
• "Scheduled Maintenance" means planned service interruptions for maintenance.
• "Emergency Maintenance" means unplanned maintenance necessary to protect infrastructure.

Vexion targets a monthly Service Availability of 99.9%.

This target is not a guarantee but a service objective.

Downtime does not include interruptions caused by:

• Scheduled maintenance;
• Emergency maintenance;
• Customer actions;
• Customer misconfiguration;
• Customer software or applications;
• Customer Content;
• Force majeure events;
• Internet outages outside Vexion control;
• Third-party service failures;
• Abuse or enforcement actions.

Vexion may perform maintenance at any time.

Maintenance may result in temporary service interruption.

Vexion is not liable for interruptions caused by maintenance.

Vexion may, at its sole discretion, issue service credits for extended Downtime.

Service credits:

• Are not guaranteed;
• Are the sole remedy for Downtime;
• Cannot be converted to cash;
• Cannot be transferred.

Customers are responsible for:

• Maintaining backups;
• Maintaining secure configurations;
• Monitoring service status;
• Implementing redundancy if required.

Vexion is not responsible for data loss.

Vexion will make reasonable efforts to respond to infrastructure incidents.

Response times are not guaranteed.

To the maximum extent permitted by law, Vexion is not liable for losses resulting from service interruptions, downtime, or infrastructure failures.

Service credits, if provided, are the sole remedy.

This SLA does not constitute a warranty or guarantee.

Services are provided on an "AS IS" and "AS AVAILABLE" basis.

Vexion is not liable for failures caused by events beyond its control, including:

• Natural disasters;
• Power outages;
• Network outages;
• Government actions;
• Cyber attacks.

Vexion may modify this SLA at any time.

Changes become effective upon publication.

Continued use of Services constitutes acceptance.

This SLA survives termination of Services.

This SLA is governed by the laws of Queensland, Australia.

You submit to the exclusive jurisdiction of Queensland courts.