Service Level Agreement (SLA)

This SLA establishes the general service availability and support framework applicable to Clock Softwares SaaS products. The SLA does not guarantee that the Service will be completely uninterrupted or error-free.

Clock Softwares will use commercially reasonable efforts to maintain availability of production SaaS services. Unless a Product-specific SLA states otherwise, the target monthly availability is: 99.5% per calendar month. Availability is measured at the Company’s service level and may exclude the circumstances described below.

Clock Softwares may perform:

• Scheduled maintenance;

• Security maintenance;

• Database maintenance;

• Infrastructure upgrades;

• Software upgrades;

• Emergency maintenance. Where reasonably possible, planned maintenance will be communicated in advance. Maintenance windows may temporarily affect Service availability.

Maintenance may be performed without advance notice where reasonably necessary to:

• Protect Customer Data;

• Address security vulnerabilities;

• Prevent service disruption;

• Repair infrastructure;

• Respond to cyber incidents;

• Maintain system integrity.

Service availability calculations may exclude downtime caused by:

• Planned maintenance;

• Emergency maintenance;

• Customer equipment;

• Customer internet connection;

• Customer network;

• Customer software;

• Third-party integrations;

• Third-party service outages;

• Payment gateway failures;

• SMS/email provider failures;

• Cloud provider failures outside Company’s reasonable control;

• Force majeure;

• Cyberattacks;

• DDoS attacks;

• Incorrect Customer configuration;

• Unauthorized Customer activity;

• Suspension due to Terms violations;

• Exceeding applicable plan limits;

• Beta or experimental features.

Support may be provided through channels designated by Clock Softwares, which may include:

• Email;

• Support ticket;

• In-app support;

• WhatsApp/business communication channels;

• Telephone;

• Other channels introduced by the Company. Support availability may vary according to the Subscription Plan.

Unless otherwise specified: Business Hours: 10:00 AM to 7:00 PM IST on applicable business days. Support availability may differ during public holidays, emergencies or outside normal business hours.

Priority 1 — Critical Complete Service outage or severe issue affecting substantial portions of customers. Examples:

• Complete production outage;

• Major security incident;

• Critical system failure. Target initial response: Within 4 business hours.

Priority 2 — High Major functionality unavailable with significant business impact. Examples:

• Major module unavailable;

• Significant transaction processing failure;

• Serious performance degradation. Target initial response: Within 1 business day.

Priority 3 — Medium Non-critical functionality issue with an available workaround. Target initial response: Within 2 business days.

Priority 4 — Low General questions, minor UI issues, suggestions or feature requests. Target initial response: Within 3 business days.

Response time means the approximate time within which Clock Softwares aims to acknowledge and begin evaluating a support request. It does not mean that the issue will necessarily be fully resolved within that period. Resolution depends upon:

• Complexity;

• Root cause;

• Third-party dependency;

• Required development;

• Customer information;

• Infrastructure conditions;

• Severity;

• Availability of engineering resources.

Clock Softwares may classify reported issues as:

• Confirmed bug;

• Configuration issue;

• User error;

• Feature request;

• Enhancement;

• Third-party issue;

• Expected behavior. Confirmed bugs will be prioritized according to severity.

Feature requests are not guaranteed to be implemented. Clock Softwares may evaluate requests based on:

• Customer demand;

• Technical feasibility;

• Security;* Product roadmap;

• Business requirements;

• Development resources.

Clock Softwares may investigate suspected security incidents and take appropriate containment and remediation measures. Customers must promptly report suspected:

• Unauthorized access;

• Account compromise;

• Data exposure;

• Security vulnerabilities;

• Abuse;

• Malicious activity. Customers must not independently exploit or test suspected vulnerabilities against production systems without written authorization.

SLA commitments depend upon Customer cooperation. Customers must provide:

• Accurate issue descriptions;

• Screenshots where applicable;

• Error messages;

• Relevant account information;

• Steps to reproduce issues;

• Required technical information. Delays caused by missing information may affect resolution time.

The Service may rely upon third parties. Examples include:

• Cloud hosting;

• Payment gateways;

• Email services;

• SMS providers;

• App stores;* Authentication providers;

• External APIs. Clock Softwares cannot guarantee third-party availability.

Clock Softwares may maintain backups as part of its infrastructure and business continuity practices. Backups are intended to assist with recovery but do not constitute a guarantee that every individual record can always be restored. Customers should maintain independent copies of critical information where required by their business or regulatory obligations.

Where technically feasible, Clock Softwares may attempt to restore affected services or data from available backups following major incidents. Recovery time and recovery point may vary depending upon:

• Nature of incident;

• Infrastructure;

• Backup availability;

• Data integrity;

• Extent of damage.

Mobile application availability may depend on:

• Apple App Store;

• Google Play Store;

• Device compatibility;

• Operating system;

• Internet connectivity;

• Third-party services. Clock Softwares cannot guarantee immediate availability of every mobile application update on every device.

Clock Softwares may update this SLA as products, infrastructure and support arrangements evolve. Product-specific agreements may override this general SLA.

Unless expressly stated in a separate written agreement, this SLA does not automatically create an entitlement to refunds, credits or compensation for downtime.

This SLA shall be governed by the laws of India. Subject to applicable law, courts having jurisdiction in Mumbai, Maharashtra, India shall have exclusive jurisdiction.

Clock Softwares Mumbai, Maharashtra, India Email: info@clocksoftwares.com Website: www.clocksoftwares.com Phone: +91 7021356144 “Clock it. Grow it.”