Service Level Agreement (SLA)

1. General

Intelligent Quality provides a 99.9% uptime commitment for the Intelligent Quality software solution as well as some priority support features to its Pro Plan (and above) customers, who are current on their payment obligations, as further indicated in this Service Level Agreement ("Service Level Agreement" or "SLA").

This document serves to outline the expected level of service between Intelligent Quality Ltd ("Service Provider", "Intelligent Quality", "Intelligent Quality software") and you ("The Customer") for the use of the Intelligent Quality Software Platform service ("Service").

This Service Level Agreement forms part of, and is subject to, the Intelligent Quality Terms & Conditions (the "Terms"). In the event of any conflict between this Service Level Agreement and the Terms, the Terms shall prevail, except where this Service Level Agreement expressly and clearly provides a more specific service commitment.

2. Definitions

• Service: The Intelligent Quality Software Platform provided by Intelligent Quality Ltd.

• Subscription Term: The duration of your subscription, typically one year.

• Downtime: The time during which the Service is unavailable, excluding Planned Maintenance and events described in Section 8.2.

• Response Time: The time taken by the Service Provider to respond to a service request.

• Resolution Time: The time taken to resolve a service issue from the time it was reported.

• Planned Maintenance: Any scheduled maintenance, update, or deployment activity carried out during the Maintenance Window as defined in Section 5.

• Maintenance Window: The period during which Planned Maintenance may be carried out, being 22:00–04:00 GMT daily, as further described in Section 5.

• Data Controller: The Customer.

• Data Processor: Intelligent Quality Ltd (trading as "Intelligent Quality"), acting via the Intelligent Quality Software Platform.

3. Service Scope

The Service includes the following:

• Access to Intelligent Quality Software via the internet, through a mobile, laptop, desktop or tablet device.

• Regular updates and maintenance.

• Customer support as outlined in this SLA.

• Data backup and recovery services.

4. Service Availability

We aim to provide 99.9% uptime, excluding Planned Maintenance and events beyond our control (e.g., natural disasters, internet outages), as further described in Section 8.

5. Maintenance

Planned Maintenance will be carried out during the Maintenance Window of 22:00–04:00 GMT daily.

Where Planned Maintenance is expected to result in any interruption to the Service, Customers will be notified at least 48 hours in advance. Notification may be provided by posting an announcement on the application report page, via the Service, and/or by sending Customer an email.

In the event that urgent or emergency maintenance is required outside the Maintenance Window, Intelligent Quality will use reasonable endeavours to notify Customer as soon as practicable and to minimise any disruption.

6. Support Channels

Intelligent Quality support channels are available as defined below.

6.1. Email Support

The Intelligent Quality Management and Support team can be contacted through your dedicated account manager email provided to you at the beginning of your contract.

6.2. Support within the System

A support section is available under the profile button and allows the users to open a ticket, and communicate directly with our in-house technical support and development team. Support tickets aim to be responded to within 1 hour.

6.3. Training Materials

Training materials are available on the Intelligent Quality software YouTube channel.

7. Error Response Time

Errors should be reported by Customer to Intelligent Quality software through any of the support channels listed above. An "Error" means any incorrect functioning of the Service that is reproducible, and which results in the failure of the Service to operate in full compliance with the functionalities set forth in the documentation. Intelligent Quality software shall define the severity classification of the reported Error and shall respond to the Error according to the response time set forth below:

Response Times:

• Critical Issues: Service Unavailability (as defined below) — Response or public update provided within 2 hours.

• Major Issues: Major functionality in the Core Service is impacted, or the Core Service performance is significantly degraded, or the Error is persistent and affects many Users. No reasonable workaround is available. — Response or public update within 4 hours.

• Minor Issues: Service performance issue or a material bug affecting some Users or some functionalities. Reasonable workaround is available. — Response within 48 hours.

Resolution Times:

• Critical Issues: Resolution within 4 hours.

• Major Issues: Resolution within 3 business days.

• Minor Issues: Resolution within 30 business days where a reasonable workaround cannot be sufficiently provided.

"Response Time" means the period between the time when the Error was reported in full, and the time when an initial acknowledgement was published in the tickets page, or via a public notification email and/or by sending Customer an email by any of Intelligent Quality software's personnel.

7.1. Critical Errors

For Critical Errors, Intelligent Quality software's personnel shall work on a resolution 24/7 until such Error is resolved, and Intelligent Quality software shall send Customer a status report and/or publish updates via the Service, by email and/or by any other method designated for such purpose.

7.2. Error Reproduction

Intelligent Quality software must be able to reproduce the reported Error in order to attempt to resolve it. Customer shall cooperate and work closely with Intelligent Quality software personnel to reproduce the Error, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to Customer's approval on a case-by-case basis, Users may be asked to approve access to their user accounts, computers and/or network, for troubleshooting purposes for the Intelligent Quality software personnel.

8. Service Monthly Uptime

8.1. Core Service

The Core Service shall be available no less than 99.9% of the time, twenty-four (24) hours per day, seven (7) days per week (including holidays), measured on a calendar monthly basis, subject to Section 8.2 below.

8.2. Service Unavailability

"Service Unavailability" is defined as the number of minutes in a given calendar month in which the Core Service was not available to Customer, excluding the exclusions set forth in this Section 8.2, as measured according to Intelligent Quality software's monitoring service, available at the Application Report Page, as may be updated from time to time.

"Core Service" is defined as the Intelligent Quality software platform, as identified in the Status Page, and excluding without limitation: (a) the API; (b) add-ons, apps, widgets and/or Third Party Services integrated or otherwise interfaced with the Core Service, whether developed by Intelligent Quality software or a third party; and (c) any products or features identified as trial, pre-release, pilot, alpha, beta or similar.

The following shall not be regarded as a Service Unavailability event:

8.2.1. Force Majeure

Where the Service was unavailable due to an incident which was not within the control of Intelligent Quality software including unavailability caused by acts of God, acts of government, insurrection, war, riot, global health emergency, disease outbreak, explosion, nuclear incident, fire, flood, earthquake, global pandemic, unavailability of telecommunications and internet service due to general unavailability of telecommunication or internet service provider's systems or other catastrophic event beyond the reasonable control of Intelligent Quality software.

8.2.2. Planned Maintenance

Where the Service was unavailable due to Planned Maintenance carried out during the Maintenance Window (22:00–04:00 GMT daily), provided that Intelligent Quality software provides Customer at least 48 hours' advance notice (by posting an announcement on the application report page, the Sites, via the Service, and/or by sending Customer an email) that the Service will be unavailable due to maintenance and/or upgrading. Urgent or emergency maintenance carried out outside the Maintenance Window will also be excluded from Service Unavailability calculations provided that Intelligent Quality software notifies Customer as soon as reasonably practicable.

8.2.3. Caveats

The Service was unavailable (a) resulting from Customer's and/or a third party's software, network, links, products, services, widgets, apps, integrations, hardware or other equipment; (b) resulting from Customer's or anyone on its behalf use of the Service in violation or in a manner not authorised in the Agreement; and/or (c) resulting from Distributed Denial of Service (DDoS) attacks and/or other unlawful activity.

8.2.4. Read Only

A duration of up to thirty (60) consecutive minutes in which the Service was available in a Read-Only Mode shall not be regarded as a Service Unavailability event. Any period of Read-Only Mode exceeding thirty (60) consecutive minutes will be classified as Service Unavailability and will be measured accordingly for the purposes of calculating the Monthly Uptime Percentage under Section 8 of this SLA. "Read-Only Mode" is defined as a mode in which the Service is displayed but cannot be edited or modified.

8.3. Limitations of Liability

Any service credits, remedies or commitments described in this Service Level Agreement are the Customer's sole and exclusive remedies in respect of the service levels described here. Nothing in this Service Level Agreement increases or extends either party's liability beyond the limitations and exclusions set out in Section 14 (Limitation of Liability) of the Terms.

9. Security Measures

9.1. Data Management & Security

The Service is hosted on Amazon Web Services (AWS) with physical, network, and data encryption security measures. The primary hosting infrastructure is located in the London (UK) region.

MongoDB Atlas is used for application data storage, hosted in the London (UK) region, with encryption, access control, auditing, logging, and automated backup capabilities.

9.2. Access Control — Client Side

User accounts are managed with role-based access control and multi-factor authentication controls can be activated. Additional feature-based access controls are available within the application features.

9.3. Access Control — Service Side

Any documents stored on the system are encrypted and can only be decrypted by a user on the client's account. Therefore, Intelligent Quality employees have no way to view the document content (with the exception of access requested for the purposes referenced in Section 7.2).

9.4. Data Protection

Data at rest and in transit is encrypted using industry-standard methods.

Regular data backups and recovery procedures are established both within the application and through service providers, including daily database backups and weekly server snapshots.

Intelligent Quality can provide a copy of the application security policy for more information upon request from the client.

9.5. Data Retrieval Formats

In any event that the client requires to retrieve their data from the system, the following data will be provided in the formats below:

• PDFs of all entries produced on the application (applicable to forms, processes, audits, Qdocs).

• CSV downloads of all customer-facing data. This includes all data tables from: forms, processes, registers, assets, tasks, documents, audits, user lists, datasets. The client will be provided with CSV tables replicating the data they see on the application, data will include but is not limited to: users, owners, file/entry names, specific data captured, key dates, tags, locations of data.

• Zipped file of all documents held on the system and accompanying CSV of all file data captured by Intelligent Quality.

10. Compliance and Audit

Regular security audits and assessments will be conducted to ensure compliance with this policy and relevant regulations. Non-compliance will be addressed through corrective actions.

10.1. GDPR and Data Protection Act Compliance

• Intelligent Quality Ltd. (Intelligent Quality) complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

• As a data processor, Intelligent Quality ensures that all personal data is processed in accordance with these regulations.

• Intelligent Quality will notify the customer without undue delay if it receives a request from a data subject under the UK GDPR.

10.2. Data Storage and Location

• Customer Data is stored using AWS and MongoDB Atlas infrastructure located in the United Kingdom (London region), ensuring compliance with UK data protection laws.

• Intelligent Quality commits to using infrastructure that is located in jurisdictions with data protection laws deemed acceptable by UK data protection authorities.

• Some limited operational data (such as application logs and system identifiers) may be processed within the European Economic Area by sub-processors providing system monitoring services. No customer-uploaded content is shared with such sub-processors. Details are set out in the Processor's sub-processor list, available on request.

10.3. Data Processing Agreement (DPA)

Intelligent Quality Ltd (Intelligent Quality) acknowledges its role as a data processor under the Data Protection Act 2018 and the UK GDPR.

The detailed data protection terms between the parties are set out in a separate Data Processing Agreement ("DPA"), as referenced in the Terms. That DPA governs Intelligent Quality's processing of personal data on the Customer's behalf. For the avoidance of doubt, this Service Level Agreement is not itself a DPA.

11. Training and Awareness

Regular security awareness training is provided to employees to promote incident reporting and prevention.

12. Plan Review and Updates

This SLA will be reviewed annually and updated to reflect changes in the threat landscape and company operations.

13. Confidentiality

All incident-related documentation, including logs, reports, and communication records, will be securely stored and maintained.

Both parties agree to maintain the confidentiality of all shared information. The Customer shall not share incident information with any third party except: (a) where required to do so by law or regulation; (b) to the Customer's professional advisers, auditors, or regulators who are bound by duties of confidentiality; or (c) with the prior written consent of Intelligent Quality.

14. Performance Metrics

We maintain, track and report on the following metrics:

• Uptime percentage.

• Average response time.

• Average resolution time.

15. Customer Responsibilities

The Customer agrees to:

• Use the Service in accordance with the terms of service defined above.

• Report issues promptly and provide sufficient detail for troubleshooting.

• Maintain their own internet access and equipment necessary to use the Service.

16. Termination

This Service Level Agreement shall remain in effect for the full duration of Customer's active Subscription and may not be terminated independently of the underlying subscription agreement for the Intelligent Quality Service by either party. This Service Level Agreement will terminate automatically upon the expiry or termination of the underlying subscription agreement, in accordance with the Terms.

16.1. Termination of Contract by the Customer

Upon termination or expiry of the Customer's subscription in accordance with the Terms, data return and deletion will be handled as set out in Section 12.4 (Effect of Termination of the Service) of the Terms and in the Data Processing Agreement.

As a standard practice, Intelligent Quality will maintain Customer Data within the Service for a minimum of 90 days following the effective date of termination or expiry to allow the Customer to export its data using the standard export tools described in Section 9.5 of this SLA. The Customer remains responsible for exporting its data during this period.

16.2. Termination of Services

In the event that Intelligent Quality Limited ceases trading, the Intelligent Quality platform will be supported by Intelligent Quality for 6 months. The supported 6-month period will start from the date that the provider notifies the customer that Intelligent Quality has or plans to cease trading. The customer may request an extension to this period which the provider will ensure is provided at cost and server hosting arrangements made as required in order to maintain the service for no longer than 12 months inclusive. During the first 3 months, Intelligent Quality will provide the client with a copy of the client's data in the formats found in Section 9.5.

17. Amendments

Intelligent Quality software may modify this Service Level Agreement at any time, provided that if Intelligent Quality software makes any changes that materially adversely decrease the level of service, then it shall notify Customer by posting an announcement on the Sites, via the Service and/or by sending Customer an email.

18. Governing Law

This SLA is governed by the laws of England and Wales.

19. Agreement

By using the Service, the Customer agrees to the terms outlined in this SLA.