Service Level Agreement

1. Definitions

2. Uptime Commitment

Komply.1 commits to using commercially reasonable efforts to ensure that the Service maintains a Monthly Uptime Percentage of at least 99.0% during each monthly billing cycle.

If this commitment is not met (excluding SLA Exclusions), you will be eligible for a service fee reduction as described below.

2.1 Fee Reductions

Should the Service's Availability drop below the specified threshold within a calendar month, you are entitled to a fee reduction:

Fee reductions will be applied against future payments. At our discretion, we may issue the fee reduction to the following invoice. Fee reductions do not entitle you to any refund or other payment and may not be transferred or applied to any other account.

2.2 Claiming Fee Reductions

To receive a fee reduction, you must submit a claim by email to support@recoger.co. To be eligible, the request must be received no later than 60 calendar days after the incident occurred.

3. SLA Exclusions

The uptime commitment does not cover periods of Unavailability caused by:

• Scheduled or Emergency Maintenance: As defined in Sections 6 and 7
• External Factors: Issues beyond Komply.1's reasonable control, including force majeure events, your internet service provider, or problems outside the operational boundary of our platform
• Customer or Third-Party Actions: Unavailability due to actions or inactions of the customer or their third-party associates
• Suspension or Remedial Actions: Unavailability resulting from any suspension or corrective measures taken by Komply.1 in accordance with the Terms of Service
• Infrastructure Provider Outages: General outages from our hosting provider or other disruptions beyond our control

Should Availability be influenced by factors not accounted for in the calculation of Monthly Uptime Percentage, Komply.1 reserves the right to consider these circumstances and, at our discretion, may issue a fee reduction.

4. Technical Support

Komply.1 is committed to providing continuous support throughout the duration of your Agreement. Our support team is available during Support Open Hours (Monday to Friday, 08:00 to 18:00 CET, excluding Swedish Bank Holidays).

Contact support at any time via email at support@recoger.co.

4.1 Support Scope

Our support team provides:

• Troubleshooting and technical guidance for Service-related issues
• Issue coordination and resolution management
• Assistance with licensing, invoicing, and subscription inquiries
• Assistance with purchasing and trial inquiries
• Gathering and routing user feedback

4.2 Support Languages

Support is available in English and Swedish. For other languages, we will facilitate communication through automated translation services to the best of our ability.

4.3 Support Prerequisites

Our obligation to provide support is conditioned on:

• All applicable fees being paid when due
• Valid access to the Service
• Providing reasonable assistance, data, and information as necessary
• Following our recommendations regarding equipment and software
• Providing appropriate contact information for support contacts

4.4 Support Exclusions

Komply.1 is not obligated to provide support for:

• Issues arising from breach of the Agreement
• Issues outside of our control
• Enhancement or change requests to the Service
• Issues that are your responsibility as set forth in the Agreement
• Issues arising from usage of non-Komply.1 services
• Non-paying or test account customers

5. Service Issue Management

An issue is any event where the Service fails to operate in alignment with the Agreement. All issues must be reported via support@recoger.co.

Komply.1 will classify issues according to their severity. We reserve the right to adjust classification either independently or in consultation with the Customer.

6. Scheduled Maintenance

Komply.1 reserves the right to conduct maintenance of the Service ("Scheduled Maintenance"). This maintenance will normally occur during the designated Maintenance Window: 00:01 – 05:00 CET every Sunday.

Scheduled Maintenance may occur at other times, but we will exert best efforts to conduct maintenance during off-peak hours. If maintenance will occur outside the Maintenance Window, we will provide written notice at least 24 hours in advance.

The Service may be inaccessible during Scheduled Maintenance. However, Scheduled Maintenance will not impact the Monthly Uptime Percentage calculation.

7. Emergency Maintenance

Komply.1 reserves the right to conduct Emergency Maintenance outside the predetermined Maintenance Window. Emergency Maintenance means measures that must be taken immediately to:

• Maintain the overall security of the Services
• Remedy a critical disruption or interruption to the Service

We are dedicated to conducting Emergency Maintenance during off-peak hours wherever possible and aim to provide at least 24 hours of written notice prior to commencement when circumstances permit.

The Service may be temporarily inaccessible during Emergency Maintenance periods. Both Scheduled and Emergency Maintenance activities will not alter the Monthly Uptime Percentage calculation.

8. Service Updates

Komply.1 is committed to continually enhancing the Service through regular updates. These updates include new features, performance improvements, and resolutions to identified errors, ensuring our Service evolves to meet customer needs.

9. Backup and Data Protection

All user data and content are securely stored on servers located within the European Union/European Economic Area (EU/EEA).

• All backups are encrypted using AES-256 encryption
• Backup retention period: 365 days

10. Data Retention

Upon termination of the Agreement:

• All Customer data will be completely removed from the Recoger platform within 90 days
• Data will be retained in encrypted database backups until they exceed the 365-day backup retention period, at which point they will be securely destroyed
• Should a database restoration be necessary within 365 days following a data deletion request, Komply.1 commits to promptly re-deleting the data once the live production system is fully operational again

11. Recovery Objectives

11.1 Recovery Time Objective (RTO)

The RTO is defined as the maximum duration of three (3) days within which business processes and information technology systems must be restored after an unplanned incident or Force Majeure Event.

11.2 Recovery Point Objective (RPO)

The RPO is set as a maximum threshold of twenty-four (24) hours, representing the acceptable amount of data loss in the event of an unplanned disruption, including Force Majeure Events or other significant business or technical interruptions.

12. Contact

For SLA-related inquiries or to report service issues: