Service Level Agreement

Last Updated: 29/05/2026

This Service Level Agreement ("SLA") describes the support services, service availability commitments, incident response objectives, maintenance practices, and operational responsibilities applicable to the services provided by OJOO SOFTWARE SERVICES PRIVATE LIMITED("Ojoo", "Company", "we", "our", or "us").

This SLA applies to customers who have purchased, subscribed to, licensed, implemented, or otherwise use Ojoo's software products, including ERP solutions, workflow automation platforms, business management applications, low-code and no-code solutions, APIs, integrations, support services, and related offerings (collectively, the "Services").

The service commitments described in this SLA may vary depending on the deployment model, support plan, subscription type, service offering, contractual agreement, and infrastructure environment selected by the Customer.

For Customer-hosted or on-premise deployments, the Customer remains responsible for the operation, maintenance, availability, security, monitoring, backup, disaster recovery, networking, operating systems, databases, and related infrastructure components under its control. Unless otherwise expressly agreed in writing, Ojoo does not guarantee uptime, availability, performance, or recovery objectives for Customer-managed infrastructure.

This SLA should be read together with the Terms of Service, Privacy Policy, Data Processing Agreement (DPA), applicable Order Forms, Statements of Work (SOWs), support agreements, and other contractual documents governing the Customer's use of the Services.

Ojoo may update this SLA from time to time to reflect changes in services, support processes, operational practices, technology, security requirements, legal obligations, or business needs.

1. Scope of Services

This Service Level Agreement ("SLA") applies to the support, maintenance, operational assistance, and service commitments provided by Ojoo in connection with the Services made available to Customers under an active subscription, license agreement, support agreement, service contract, Statement of Work ("SOW"), or other applicable commercial arrangement.

The Services covered by this SLA may include:

• Enterprise Resource Planning (ERP) solutions.
• Business process management and workflow automation platforms.
• Low-code and no-code application development platforms.
• Custom business applications and enterprise software solutions.
• Application integrations, APIs, and connected services.
• Implementation, configuration, deployment, and onboarding services.
• Technical support and maintenance services.
• Product updates, patches, bug fixes, and enhancements.
• Artificial intelligence and automation features, where available.
• Other software products and related services provided by Ojoo.

1.1 Deployment Models

This SLA applies to both Customer-hosted (on-premise) deployments and Ojoo-hosted deployments, where applicable. Service commitments, support obligations, availability targets, and operational responsibilities may vary depending on the deployment model selected by the Customer.

1.2 Support Coverage

This SLA primarily governs support services, incident response, maintenance activities, and operational assistance provided by Ojoo. Unless expressly agreed in writing, this SLA does not guarantee specific business outcomes, uninterrupted operation, or error-free performance of the Services.

1.3 Excluded Services

Unless expressly included in a separate written agreement, this SLA does not apply to:

• Third-party software, products, or services.
• Customer-managed infrastructure and hardware.
• Internet service providers, telecommunications providers, or network operators.
• Custom development projects not covered under a support agreement.
• Professional services, consulting services, or training services.
• Issues arising from unauthorized modifications to the Services.
• Beta, preview, experimental, or pre-release features unless otherwise stated.

1.4 Service Dependencies

Certain Services may depend on third-party systems, infrastructure, integrations, hosting providers, communication providers, or other external services. Ojoo's obligations under this SLA apply only to components under Ojoo's reasonable control.

1.5 Customer Eligibility

This SLA applies only to Customers who maintain an active subscription, license, maintenance plan, support agreement, or other valid service relationship with Ojoo. Customers without active support coverage may not be entitled to the response times, maintenance services, or support commitments described in this SLA.

2. Service Availability

Ojoo strives to provide reliable, secure, and stable Services and to maintain appropriate operational processes designed to support service continuity, performance, and customer satisfaction. Service availability commitments may vary depending on the deployment model, service offering, infrastructure environment, and support plan applicable to the Customer.

2.1 Customer-Hosted (On-Premise) Deployments

For Customer-hosted or on-premise deployments, the Customer is responsible for maintaining server infrastructure, operating systems, databases, networking, internet connectivity, backups, disaster recovery, monitoring, security controls, and overall system availability.

Because the hosting environment is controlled by the Customer, Ojoo does not guarantee uptime, availability, performance, recovery objectives, or service continuity for Customer-managed infrastructure.

Ojoo's responsibilities for on-premise deployments are generally limited to software support, maintenance, troubleshooting, configuration assistance, bug fixes, and other services expressly covered under the applicable support agreement.

2.2 Ojoo-Hosted Services

Where Services are hosted, managed, or operated directly by Ojoo, Ojoo shall use commercially reasonable efforts to maintain service availability and operational continuity.

Unless otherwise specified in a separate written agreement, any availability targets provided by Ojoo are objectives only and do not constitute a guarantee of uninterrupted or error-free service.

2.3 Scheduled Maintenance

Service availability may be affected by planned maintenance, upgrades, updates, security improvements, infrastructure changes, patch deployments, or other maintenance activities required to support the Services.

Scheduled maintenance periods shall not be considered service unavailability for the purposes of this SLA.

2.4 Service Interruptions

Service interruptions may occur due to software defects, hardware failures, infrastructure issues, third-party service disruptions, security incidents, force majeure events, internet outages, customer environment issues, or other circumstances beyond Ojoo's reasonable control.

2.5 Third-Party Dependencies

Ojoo may rely on third-party infrastructure providers, hosting providers, communication providers, integration services, cloud services, internet providers, or other technology partners. Interruptions caused by such third-party services are outside Ojoo's direct control and may impact service availability.

2.6 No Guarantee of Continuous Availability

While Ojoo endeavors to maintain reliable Services, Ojoo does not guarantee that the Services will be available at all times, operate without interruption, be free from errors, or meet any specific performance requirements unless expressly agreed in a separate written agreement.

2.7 Availability Measurement

Where availability targets are provided under a separate written agreement, availability calculations may exclude scheduled maintenance, emergency maintenance, Customer-caused issues, third-party service failures, internet disruptions, force majeure events, and other exclusions described in this SLA.

3. Scheduled Maintenance

Ojoo may perform scheduled maintenance activities from time to time to maintain, support, secure, update, improve, or enhance the Services. Scheduled maintenance may include software updates, bug fixes, security patches, infrastructure improvements, performance optimizations, database maintenance, feature deployments, and other operational activities.

Scheduled maintenance is intended to help ensure the continued stability, security, reliability, and performance of the Services.

3.1 Maintenance Windows

Ojoo may perform scheduled maintenance during designated maintenance windows selected to minimize disruption to Customers whenever reasonably practicable.

Maintenance activities may result in temporary service interruptions, reduced functionality, degraded performance, restricted access, or limited availability of certain features.

3.2 Advance Notice

Where reasonably practicable, Ojoo may provide advance notice of scheduled maintenance through email notifications, support channels, customer portals, application notifications, website announcements, or other communication methods.

The amount of advance notice may vary depending on the nature, complexity, urgency, and expected impact of the maintenance activity.

3.3 Emergency Maintenance

Ojoo may perform emergency maintenance without prior notice where reasonably necessary to address security vulnerabilities, critical software defects, infrastructure failures, data protection concerns, service disruptions, legal requirements, or other urgent operational issues.

Ojoo shall use commercially reasonable efforts to minimize the impact of emergency maintenance activities whenever possible.

3.4 Customer-Hosted Deployments

For Customer-hosted or on-premise deployments, the Customer remains responsible for scheduling, coordinating, approving, and implementing maintenance activities relating to Customer-managed infrastructure, servers, databases, operating systems, networks, backup systems, and other infrastructure components under the Customer's control.

Ojoo may provide guidance, recommendations, patches, updates, bug fixes, or technical assistance; however, the Customer remains responsible for implementing and validating such maintenance activities within its environment unless otherwise agreed in writing.

3.5 Service Availability During Maintenance

Periods of scheduled maintenance and emergency maintenance shall not be considered service outages, downtime events, or failures to meet service availability objectives under this SLA.

3.6 Customer Cooperation

Customers shall provide reasonable cooperation and access where necessary to enable maintenance activities, troubleshooting, upgrades, security updates, configuration changes, or other support services covered under the applicable agreement.

3.7 Deferred Maintenance

If a Customer delays, declines, or fails to implement recommended updates, security patches, bug fixes, or maintenance activities, Ojoo shall not be responsible for issues, vulnerabilities, performance degradation, compatibility problems, or service interruptions arising from such delays or omissions.

4. Support Services

Ojoo provides support services designed to assist Customers with the installation, configuration, operation, maintenance, troubleshooting, and use of the Services. Support services are intended to help Customers resolve technical issues, address product defects, and obtain guidance relating to the functionality of the Services.

Support services may vary depending on the Customer's subscription plan, support agreement, deployment model, service package, and any separate contractual arrangements.

4.1 Support Channels

Customers may request support through one or more of the following channels:

• Email support.
• Support ticket systems.
• Customer portals.
• Remote support sessions.
• Telephone or voice support, where available.
• Other support channels designated by Ojoo.

4.2 Business Hours Support

Unless otherwise agreed in writing, standard support services are provided during Ojoo's normal business hours:

• Monday through Friday.
• 9:00 AM to 6:00 PM Indian Standard Time (IST).
• Excluding public holidays and company-observed holidays.

4.3 Support Request Requirements

To assist with issue investigation and resolution, Customers should provide reasonable information when submitting support requests, including:

• Description of the issue.
• Date and time the issue occurred.
• Steps to reproduce the issue, where applicable.
• Error messages, screenshots, logs, or diagnostic information.
• Relevant system, browser, device, or environment details.

4.4 Support Scope

Support services may include:

• Issue investigation and troubleshooting.
• Bug identification and remediation.
• Product configuration guidance.
• Installation and deployment assistance.
• Software updates and maintenance guidance.
• Technical documentation assistance.
• General product usage support.

4.5 Excluded Support Services

Unless expressly included in a separate written agreement, support services do not include:

• Custom software development.
• Data entry or data migration services.
• Business process consulting.
• Infrastructure administration.
• Network administration.
• Database administration.
• Third-party software support.
• End-user training services.
• On-site support services.

4.6 Customer-Hosted Deployments

For Customer-hosted or on-premise deployments, Ojoo's support services generally apply only to the software components provided by Ojoo. The Customer remains responsible for servers, hosting environments, operating systems, databases, networking, security, backups, disaster recovery, and other infrastructure components under its control.

4.7 Remote Access and Cooperation

Customers shall provide reasonable cooperation, access, information, and technical assistance necessary for Ojoo to investigate and resolve support requests. Failure to provide required information or access may delay resolution efforts.

4.8 Response Times

Support response objectives are described in the Incident Classification and Response Times section of this SLA. Response times represent target response objectives and do not constitute guaranteed resolution times.

4.9 Fair Use of Support Services

Ojoo reserves the right to manage support requests in a reasonable manner and may prioritize issues based on severity, business impact, service availability, security implications, and operational requirements. Excessive, abusive, repetitive, or non-service-related support requests may be subject to reasonable limitations.

5. Incident Classification and Response Times

Ojoo classifies support incidents based on their severity, business impact, operational impact, and effect on the Customer's use of the Services. Incident priorities help determine the order in which support requests are reviewed, acknowledged, investigated, and addressed.

Response times described in this section are target response objectives only and do not constitute guaranteed resolution times. Actual response and resolution times may vary depending on the nature, complexity, severity, and circumstances of the reported issue.

5.1 Priority Levels

5.2 Incident Prioritization

Ojoo reserves the right to determine the appropriate priority level for an incident based on the severity, business impact, operational risk, affected users, security implications, availability of workarounds, and other relevant factors.

5.3 Response vs Resolution

A response time refers to the time required for Ojoo to acknowledge, review, or begin investigating a reported issue. Response times do not represent commitments regarding issue resolution, remediation, or service restoration.

Resolution times may vary significantly depending on issue complexity, root cause analysis requirements, third-party dependencies, customer cooperation, testing requirements, deployment schedules, and other operational considerations.

5.4 Customer Responsibilities

Customers shall provide accurate information, diagnostic details, error messages, screenshots, logs, reproduction steps, and other reasonably requested information necessary to investigate reported incidents.

Delays caused by incomplete information, lack of access, delayed responses, Customer infrastructure issues, or third-party systems may affect response and resolution activities.

5.5 Customer-Hosted Deployments

For Customer-hosted or on-premise deployments, incident response times apply only to software issues within the scope of Ojoo's support obligations. Issues relating to Customer-managed servers, hosting environments, operating systems, databases, networks, security infrastructure, internet connectivity, or third-party systems may fall outside the scope of this SLA.

5.6 Multiple Incidents

Where multiple incidents are reported simultaneously, Ojoo may prioritize incidents based on severity, business impact, security risk, number of affected users, regulatory implications, and overall service impact.

5.7 No Guaranteed Resolution Times

Unless expressly agreed in a separate written agreement, Ojoo does not guarantee specific resolution times, restoration times, recovery times, or permanent fixes for reported incidents.

6. Customer Responsibilities

Customers play a critical role in the successful operation, security, maintenance, and use of the Services. Customers are responsible for complying with the requirements set forth in this SLA, the Terms of Service, applicable agreements, and all applicable laws and regulations.

6.1 Customer Cooperation

Customers shall provide reasonable cooperation, information, access, resources, and assistance necessary for Ojoo to provide support, maintenance, troubleshooting, updates, and other services covered under this SLA.

6.2 Accurate Information

Customers are responsible for providing accurate, complete, and up-to-date information relating to support requests, incidents, technical environments, system configurations, and operational requirements.

6.3 Customer-Hosted Infrastructure

For Customer-hosted or on-premise deployments, the Customer is solely responsible for the operation, maintenance, availability, security, monitoring, backup, disaster recovery, networking, operating systems, databases, hosting environments, and all other infrastructure components under its control.

Ojoo shall not be responsible for downtime, performance issues, security incidents, infrastructure failures, hardware failures, network disruptions, internet outages, data loss, backup failures, or service interruptions arising from Customer-managed infrastructure or third-party systems not controlled by Ojoo.

6.4 User and Access Management

Customers are responsible for managing user accounts, access rights, permissions, credentials, authentication methods, password security, and user activities within their environments.

Customers shall promptly revoke access for unauthorized users, terminated personnel, contractors, or individuals who no longer require access to the Services.

6.5 Data Management

Customers remain solely responsible for the accuracy, quality, legality, integrity, ownership, maintenance, retention, and backup of Customer Data, including all information uploaded, stored, processed, or transmitted through the Services.

6.6 Security Responsibilities

Customers shall implement and maintain appropriate security measures within their own environments, including endpoint protection, network security, firewall management, access controls, encryption, monitoring, vulnerability management, and other safeguards appropriate to their risk profile.

6.7 Updates and Maintenance

Customers shall reasonably cooperate in implementing software updates, security patches, configuration changes, bug fixes, maintenance activities, and recommended corrective actions provided by Ojoo.

Ojoo shall not be responsible for issues resulting from a Customer's failure to implement recommended updates, patches, fixes, or security improvements.

6.8 Third-Party Systems

Customers are responsible for the operation, maintenance, licensing, support, security, and compliance of third-party software, hardware, integrations, services, databases, communication systems, cloud services, and infrastructure components selected or managed by the Customer.

6.9 Compliance Obligations

Customers are responsible for ensuring that their use of the Services complies with applicable laws, regulations, contractual obligations, industry standards, privacy requirements, data protection requirements, and internal policies.

6.10 Incident Reporting

Customers shall promptly report suspected defects, service issues, security concerns, vulnerabilities, unauthorized access incidents, or other operational issues that may affect the Services.

6.11 Authorized Contacts

Customers shall designate appropriate authorized contacts who may submit support requests, receive communications, approve maintenance activities, coordinate issue resolution efforts, and interact with Ojoo regarding support matters.

6.12 Failure to Meet Customer Responsibilities

Ojoo shall not be responsible for delays, service interruptions, performance issues, security incidents, data loss, increased support requirements, or failure to achieve service objectives resulting from the Customer's failure to fulfill its responsibilities under this SLA.

7. Service Credits

Ojoo's primary objective is to provide reliable support, maintenance, and assistance in accordance with this SLA. Unless expressly agreed in a separate written agreement, Ojoo does not provide automatic service credits, refunds, penalties, financial compensation, or other monetary remedies for service interruptions, downtime, maintenance activities, support delays, performance issues, or service availability concerns.

7.1 No Automatic Service Credits

Customers acknowledge and agree that service credits are not automatically earned or granted under this SLA. Any compensation, credit, refund, discount, extension, or goodwill adjustment shall be provided solely at Ojoo's discretion unless otherwise specified in a separate written agreement.

7.2 Customer-Hosted Deployments

For Customer-hosted or on-premise deployments, Ojoo shall not be responsible for downtime, availability issues, performance problems, security incidents, infrastructure failures, hardware failures, network disruptions, internet outages, backup failures, disaster recovery failures, or other issues arising from Customer-managed infrastructure or third-party systems.

Accordingly, no service credits, refunds, or compensation shall be provided for incidents caused by Customer-managed environments.

7.3 Excluded Events

Service credits shall not apply to interruptions, delays, or service issues resulting from:

• Scheduled maintenance activities.
• Emergency maintenance activities.
• Customer actions or omissions.
• Customer-managed infrastructure.
• Third-party software or services.
• Internet or telecommunications failures.
• Security incidents caused by Customer environments.
• Force majeure events.
• Beta, preview, experimental, or pre-release features.

7.4 Separate Enterprise Agreements

Customers who require specific uptime commitments, availability guarantees, service credits, financial remedies, recovery objectives, or other enhanced service commitments may negotiate separate written service agreements with Ojoo, subject to mutually agreed commercial terms.

7.5 Limitation of Remedies

To the maximum extent permitted by applicable law, any service credits, goodwill adjustments, or compensation provided by Ojoo shall constitute the Customer's sole and exclusive remedy for service-level issues covered by this SLA, unless otherwise expressly required by law or agreed in writing.

8. Exclusions

This SLA applies only to the Services and support obligations expressly described herein. Certain events, circumstances, systems, services, and conditions are outside Ojoo's reasonable control and are therefore excluded from the service commitments, response objectives, and support obligations described in this SLA.

8.1 Customer-Managed Infrastructure

For Customer-hosted or on-premise deployments, Ojoo shall not be responsible for issues arising from Customer-managed infrastructure, including servers, hosting environments, operating systems, databases, networking equipment, internet connectivity, storage systems, backup systems, disaster recovery environments, security systems, or related infrastructure components.

8.2 Third-Party Products and Services

Ojoo shall not be responsible for service interruptions, failures, performance issues, security incidents, or operational problems caused by third-party software, hardware, integrations, cloud providers, communication providers, internet service providers, telecommunications providers, or other third-party services not under Ojoo's direct control.

8.3 Customer Actions and Omissions

This SLA does not apply to issues resulting from:

• Customer misuse of the Services.
• Unauthorized modifications to the Services.
• Failure to follow documentation or instructions.
• Improper configurations or settings.
• User errors or operational mistakes.
• Failure to implement recommended updates or patches.
• Use of unsupported software, hardware, or environments.

8.4 Scheduled and Emergency Maintenance

Scheduled maintenance periods, emergency maintenance activities, security updates, infrastructure upgrades, patch deployments, and other maintenance activities performed by Ojoo shall not be considered service failures, downtime events, or SLA breaches.

8.5 Security Incidents Outside Ojoo's Control

Ojoo shall not be responsible for security incidents, unauthorized access, malware infections, ransomware attacks, data breaches, credential compromises, or other cybersecurity events arising from Customer-managed environments, third-party systems, or actions of unauthorized parties.

8.6 Force Majeure Events

This SLA does not apply to failures, delays, interruptions, or performance issues caused by events beyond Ojoo's reasonable control, including natural disasters, floods, fires, earthquakes, pandemics, government actions, labor disputes, civil unrest, acts of terrorism, war, utility failures, internet outages, or other force majeure events.

8.7 Beta and Pre-Release Features

Beta, preview, experimental, evaluation, testing, pilot, early-access, or pre-release features may be provided on an "as available" basis and are excluded from the service commitments, response objectives, and availability expectations described in this SLA unless otherwise agreed in writing.

8.8 Data and Content Issues

Ojoo shall not be responsible for issues arising from inaccurate, incomplete, corrupted, unlawful, unauthorized, or improperly managed Customer Data, including data uploaded, imported, configured, or maintained by the Customer.

8.9 Customizations and Third-Party Modifications

This SLA does not apply to issues resulting from custom code, customizations, modifications, integrations, extensions, plugins, scripts, or alterations developed by the Customer or third parties that were not created, approved, or maintained by Ojoo.

8.10 No Liability for Excluded Events

Ojoo shall not be liable for any delays, interruptions, failures, data loss, security incidents, damages, costs, losses, or business impacts arising from any of the exclusions described in this section.

9. Backup and Disaster Recovery

Ojoo recognizes the importance of data protection, business continuity, system resilience, and disaster recovery planning. Backup and disaster recovery responsibilities may vary depending on the deployment model, hosting arrangement, service offering, and contractual commitments applicable to the Customer.

9.1 Customer-Hosted Deployments

For Customer-hosted or on-premise deployments, the Customer is solely responsible for implementing, maintaining, monitoring, testing, and verifying backup, recovery, business continuity, and disaster recovery procedures for all Customer-managed infrastructure, databases, servers, storage systems, applications, and Customer Data.

Ojoo does not provide backup, storage, replication, recovery, business continuity, disaster recovery, or data restoration services for Customer-managed environments unless expressly agreed in writing.

9.2 Customer Backup Responsibilities

Customers should implement appropriate backup and recovery practices based on their operational requirements, risk profile, regulatory obligations, and business continuity objectives.

Such practices may include:

• Regular data backups.
• Database backup procedures.
• Offsite or secondary backup storage.
• Disaster recovery planning.
• Periodic recovery testing.
• Business continuity procedures.
• Backup verification and monitoring.

9.3 Ojoo-Hosted Services

Where Services are hosted, managed, or operated directly by Ojoo, Ojoo may implement backup, recovery, redundancy, and disaster recovery measures designed to support service continuity and data protection.

Unless expressly agreed in writing, Ojoo does not guarantee specific backup frequencies, recovery point objectives (RPOs), recovery time objectives (RTOs), retention periods, or restoration timeframes.

9.4 Disaster Recovery Events

Disaster recovery events may include infrastructure failures, hardware failures, software failures, data corruption, cyberattacks, natural disasters, utility failures, service disruptions, or other events affecting normal operations.

Ojoo shall use commercially reasonable efforts to respond to such events within the scope of its operational responsibilities and available resources.

9.5 Data Restoration

Data restoration capabilities may depend on the availability, integrity, completeness, age, and condition of backups, storage systems, infrastructure components, and supporting technologies.

Ojoo does not guarantee that all data can be successfully restored in every circumstance.

9.6 Customer Data Protection

Customers remain responsible for maintaining copies of critical data, documents, records, reports, configurations, and other information necessary for their business operations.

Customers should not rely solely on the Services as their exclusive backup, archive, business continuity, or disaster recovery solution.

9.7 Exclusions

Ojoo shall not be responsible for data loss, corruption, destruction, unavailability, recovery failures, restoration failures, or business interruptions resulting from:

• Customer-managed infrastructure.
• Customer actions or omissions.
• Third-party systems or services.
• Hardware failures outside Ojoo's control.
• Failure to maintain adequate backups.
• Cybersecurity incidents affecting Customer environments.
• Force majeure events.

9.8 No Guaranteed Recovery Objectives

Unless expressly agreed in a separate written agreement, Ojoo does not guarantee specific recovery point objectives (RPOs), recovery time objectives (RTOs), restoration timelines, backup retention periods, or disaster recovery outcomes.

10. Security Incidents

Ojoo maintains reasonable procedures designed to identify, investigate, manage, mitigate, document, and respond to Security Incidents affecting the Services. The nature and scope of incident response activities may vary depending on the deployment model, severity of the incident, affected systems, and applicable legal or contractual requirements.

10.1 Definition of Security Incident

For purposes of this SLA, a "Security Incident" means a confirmed event that results in unauthorized access to, disclosure of, alteration of, destruction of, or loss of Customer Data or systems within the scope of Ojoo's operational responsibilities.

10.2 Incident Response Activities

Ojoo may undertake reasonable actions to:

• Identify and assess suspected Security Incidents.
• Contain and mitigate security risks.
• Investigate the nature and impact of incidents.
• Implement corrective actions where appropriate.
• Restore affected services where feasible.
• Document incident response activities.

10.3 Customer Notification

Where Ojoo becomes aware of a confirmed Security Incident affecting systems or data within Ojoo's control, Ojoo shall use commercially reasonable efforts to notify affected Customers without undue delay, subject to legal obligations, security considerations, and the availability of relevant information.

Initial notifications may be limited in scope, and additional information may be provided as it becomes available during the investigation process.

10.4 Customer-Hosted Deployments

For Customer-hosted or on-premise deployments, the Customer remains responsible for monitoring, detecting, investigating, managing, and responding to Security Incidents affecting Customer-managed infrastructure, servers, databases, operating systems, networks, backup systems, and related environments.

Ojoo shall not be responsible for Security Incidents arising from or affecting Customer-managed infrastructure unless such incidents are directly caused by software provided by Ojoo and covered under the applicable support agreement.

10.5 Customer Responsibilities

Customers shall promptly notify Ojoo of any suspected security vulnerabilities, unauthorized access attempts, malware infections, security incidents, or other cybersecurity concerns relating to the Services.

Customers are responsible for maintaining appropriate security controls within their own environments, including access controls, authentication mechanisms, endpoint protection, monitoring systems, network security controls, backup systems, and incident response procedures.

10.6 Cooperation

Where reasonably necessary, the parties shall cooperate in good faith to investigate, contain, mitigate, and remediate Security Incidents affecting the Services or Customer Data.

10.7 No Guarantee Against Security Incidents

No software application, technology platform, network, hosting environment, security program, or information system can be guaranteed to be completely secure. While Ojoo implements reasonable security measures designed to protect the Services, Ojoo does not guarantee that Security Incidents will never occur.

10.8 Excluded Security Events

Ojoo shall not be responsible for Security Incidents resulting from:

• Customer actions or omissions.
• Customer-managed infrastructure.
• Third-party software or services.
• Compromised user credentials.
• Failure to implement recommended security updates.
• Unauthorized modifications to the Services.
• Force majeure events or circumstances beyond Ojoo's reasonable control.

10.9 Relationship to Other Agreements

This section supplements, and shall be read together with, the Terms of Service, Privacy Policy, Data Processing Agreement (DPA), and any other applicable agreements governing the protection and processing of Customer Data.

11. Changes to the SLA

Ojoo may modify, update, revise, amend, or replace this Service Level Agreement ("SLA") from time to time to reflect changes in services, support processes, operational practices, technology, infrastructure, security requirements, legal obligations, regulatory requirements, or business needs.

Any changes to this SLA shall become effective in accordance with the terms of the applicable Agreement or as otherwise communicated by Ojoo.

11.1 Service and Operational Changes

Ojoo may update this SLA to reflect:

• Changes to support services or support processes.
• New product features or service offerings.
• Changes to deployment models.
• Infrastructure or technology improvements.
• Security enhancements and operational updates.
• Changes to business operations or service delivery practices.

11.2 Legal and Regulatory Changes

Ojoo may modify this SLA where reasonably necessary to comply with applicable laws, regulations, governmental requirements, court orders, industry standards, or other legal obligations.

11.3 Notice of Material Changes

Where reasonably practicable, Ojoo may provide notice of material changes to this SLA through email communications, customer portals, application notifications, support channels, website announcements, or other reasonable communication methods.

11.4 Customer Review

Customers are responsible for periodically reviewing the most current version of this SLA and remaining informed about applicable service commitments, support processes, and operational requirements.

11.5 Continued Use of Services

To the extent permitted by applicable law, continued use of the Services after the effective date of an updated SLA constitutes acceptance of the revised SLA.

11.6 Separate Agreements

Nothing in this section shall modify or replace any specific service commitments, support obligations, uptime commitments, response times, or other provisions expressly agreed in a separate written agreement between Ojoo and the Customer.

11.7 No Retroactive Effect

Unless required by applicable law, changes to this SLA shall apply prospectively from their effective date and shall not retroactively alter rights, obligations, remedies, or liabilities that arose prior to such effective date.

12. Contact Information

If you have any questions regarding this Service Level Agreement ("SLA"), support services, maintenance activities, incident management, service availability, or other operational matters, you may contact Ojoo using the information provided below.

Ojoo shall use commercially reasonable efforts to respond to support, service-related, and operational inquiries within a reasonable timeframe, subject to the applicable support plan, issue severity, business hours, and operational requirements.

12.1 Support Requests

Customers seeking technical assistance, incident reporting, troubleshooting, maintenance support, bug reporting, or operational assistance should submit requests through the support channels designated by Ojoo.

12.2 Authorized Contacts

Customers may designate authorized representatives to communicate with Ojoo regarding support requests, service issues, maintenance activities, incident management, and other matters relating to the Services.

12.3 Communications

Ojoo may communicate service-related information, maintenance notifications, security updates, operational notices, support responses, and other service communications through email, customer portals, application notifications, support systems, or other reasonable communication methods.

12.4 Emergency Communications

For critical service issues, Security Incidents, or urgent operational matters, Ojoo may use alternative communication channels where reasonably necessary to facilitate timely coordination and response.

This Service Level Agreement forms part of the contractual framework governing the Customer's use of the Services and should be read together with the Terms of Service, Privacy Policy, Data Processing Agreement (DPA), Order Forms, Statements of Work (SOWs), and other applicable agreements between Ojoo and the Customer.