V2.0 Service Level Agreement

Effective Date: 1 August 2026

This Service Level Agreement (SLA) forms part of the Agreement between TriFact365 and the Customer. The warranties, limitations, and exclusions of liability set forth in Articles 17 and 18 of the General Terms and Conditions apply in full to this SLA.

1. Definitions

Terms capitalised in this SLA have the meanings set forth below or in the General Terms and Conditions. Defined terms have the same meaning whether used in the singular or plural.

1.1 Availability

The percentage of time during which the Software is accessible and usable by Application Users, measured per calendar month.

1.2 Scheduled Maintenance

Regular maintenance for which TriFact365 provides reasonable advance notice.

1.3 Incident

A situation in which the Software deviates substantially from its normal agreed functioning or is unavailable.

1.4 Business Hours

Monday to Friday from 09:00 to 17:00 (CET/CEST), excluding official holidays at TriFact365's place of business.

1.5 Emergency Maintenance

Unplanned maintenance resulting from an Incident that requires immediate action.

1.6 Resolution

A measure that permanently or temporarily resolves an Incident.

1.7 Resolution Time

The time between receiving a complete report of an Incident and the moment TriFact365 informs the Customer of the Resolution.

1.8 Priority

The level of urgency assigned to an Incident based on its impact and severity.

1.9 Response Time

The time between receiving a complete report of an Incident and TriFact365's first substantive response. The Response Time is not the Resolution Time.

1.10 Business Day

A day other than a Saturday, Sunday, or official holiday at TriFact365's place of business.

2. Service Levels

2.1 Service Objectives

Under this SLA, TriFact365 will endeavour to achieve the following service levels:

(a) to host the Software in a cloud environment selected by TriFact365 with continuous monitoring 24 hours a day, 7 days a week;

(b) to provide support for usage and Incidents during Business Hours in accordance with Article 5;

2.2 Integrations

The service levels set forth in this SLA do not apply to integrations with third-party software or systems. The functioning of an integration depends on factors related to the relevant third party over which TriFact365 has no control, including availability, changes, and configuration.

2.3 Temporary Resolution

In the event of a temporary Resolution, TriFact365 will endeavour to provide a permanent Resolution as quickly as possible.

2.4 Best-Efforts Obligation

The service levels specified in this SLA are best-efforts obligations and not guarantees. Failure to meet them does not entitle the Customer to a credit or compensation; the consequences of any failure are governed exclusively by the General Terms and Conditions.

3. Availability

3.1 Target Availability

TriFact365 applies a target availability of 99.5% per calendar month.

3.2 Calculation

Availability is calculated as follows: ((T − O) / T) × 100%, where T is the total number of minutes in the calendar month and O is the sum of unavailable minutes in that calendar month.

3.3 Exclusions

The following periods are excluded when determining unavailable minutes:

(a) Scheduled Maintenance;

(b) Emergency Maintenance;

(d) force majeure as referred to in Article 19 of the General Terms and Conditions;

(e) unavailability attributable to the Customer, including improper or unauthorised use or use in violation of the Terms of Use;

(f) unavailability to the extent that it results from the Customer's IT environment failing to meet the specifications set forth in the Documentation.

3.4 Status Page

The current availability status can be viewed via the status page on the TriFact365 website.

3.5 Scheduled Maintenance

TriFact365 announces Scheduled Maintenance via the status page and performs it outside of Business Hours whenever possible.

3.6 Emergency Maintenance

Emergency Maintenance may take place without prior notice; TriFact365 will inform the Customer as soon as possible.

3.7 Updates

TriFact365 regularly performs updates to improve the Software and fix known bugs; an update may add, modify, or remove features. To the extent that an update results in temporary unavailability, it is considered Scheduled Maintenance or Emergency Maintenance.

4. Incidents and Priorities

4.1 Prioritisation

TriFact365 assigns a Priority to each Incident based on its impact and urgency:

Priority	Description	Example
High	The Software is completely inaccessible or unusable.	No Application User can log in.
Medium	A core functionality is severely limited, but logging in and viewing data is still possible.	Invoices cannot be processed or approved.
Low	A single feature is not working as expected. Impact and urgency are low.	An export function returns an error message.

4.2 Reporting

The Customer reports Incidents via the Software or through the other channels provided by TriFact365. The report contains as detailed a description of the Incident as possible.

5. Response Times and Resolution Times

5.1 Targets

TriFact365 applies the following targets for Response Time and Resolution Time:

Priority	Response Time	Resolution Time
High	1 hour	4 hours
Medium	4 hours	8 hours
Low	8 hours	24 hours

5.2 Exceeding the Resolution Time

If the specified Resolution Times are exceeded, TriFact365 will inform the Customer of the progress and, if possible, offer a temporary Resolution.

5.3 Measurement Window

Response Times and Resolution Times are measured during Business Hours. Reports received outside of Business Hours will be addressed on the next Business Day.

— End of TriFact365 Service Level Agreement — Version 2.0 —

TriFact365 B.V.
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