The present Service Level Agreement (“SLA”) defines the indemnity and remediation criteria regarding service failures or issues of Linkana during the term of the HOSTED SOFTWARE SUBSCRIPTION AND SERVICES AGREEMENT (“Contract”) signed with the User. The services provided will have a monthly availability guarantee percentage (“Service-Level Objective”, or simply “SLO”) as described below, except for specific agreements formalized with the User in the contract.

DEFINITIONS

Linkana – KeepClear Licenciamentos e Serviços Ltda., limited liability company registered under CNPJ no 32.138.431/0001-05, headquartered at Alameda Vicente Pinzon, 54, Vila Olímpia neighborhood, São Paulo-SP, ZIP 04547-130.

User – Person who uses the Linkana Platform.

Platform – Web platform developed by Linkana accessed by the User via personal login and password.

Service Provided – Availability of the Platform and servicing managed and operated in the Linkana cloud.

Unavailability – Loss of connectivity or the inability to perform critical functions of the Platform.

Period of Unavailability – Period of five or more minutes of unavailability. Shorter periods or intermittent unavailability of less than five minutes will not be counted as a Period of Unavailability.

Monthly Availability Percentage – The total number of minutes in a month, minus the number of minutes of Unavailability suffered in all the Periods of Unavailability in a month, divided by the total number of minutes in a month.

Agreed Compensation – Amounts to be credited to the User in case of Platform availability failures, according to the table below:

Linkana SLA Table

Requesting Agreed Compensation

For reimbursement in case of Platform failures, the User must notify the Linkana support team within 30 (thirty) days from the identification of the failure. To prove the issue, the User must provide Linkana with screenshots and/or videos showing the errors or identified unavailability. If the User cannot meet these conditions, they may lose the right to Agreed Compensation, or rely on the determination by Linkana itself, at its sole discretion in good faith, of the record of the reported failure or issue.

Maximum Agreed Compensation

The maximum amount of Agreed Compensation to be approved by Linkana due to Periods of Unavailability is limited to 10% (ten percent) of the total due by the User for the Services Provided in the month. The amount will be paid in the form of credits for future use of the service, that is, the respective discount will be applied on any future invoices charged to the User by Linkana within 30 (thirty) days after the approval of the request.

Exclusions from this SLA

• Functionalities in conceptual/testing phase, or those classified as “alpha” or “beta” by Linkana;

• Non-essential functionalities to ensure the management process of the supplier.

• Functionalities specifically excluded from the SLA by the Contract or other signed instruments;

• Loss of external connectivity due to a failure in the User's VPN system or other internal system;

• Non-productive environments on the platform, such as testing, approval, or other related environments;

• Other on premises / third-party cloud installations contracted by the User themselves;

• Unavailability of endpoints related to any integrations, which will have their own SLA;

• Problems caused by factors beyond the reasonably required control of Linkana;

• Problems resulting from User's or third-party software or hardware, or both;

• Problems resulting from abuse or other behaviors that violate this SLA.