KINOBI AI SERVICE LEVEL AGREEMENT (“SLA”)

SLA Version: January 02, 2026

This Service Level Agreement (“SLA”) applies to the SaaS Services provided by HelloMrKinobi Pte. Ltd. (“Kinobi AI”) under the Master Subscription and Services Agreement (“Agreement”). Capitalised terms not defined herein have the meanings set out in the Agreement. This SLA defines service availability commitments and Service Level Credits, which constitute Customer’s sole and exclusive remedy for failure to meet the service levels described herein.

Table of Contents

1. Scope of SLA
2. Definitions
3. Service Availability Commitment
4. Scheduled Maintenance
5. Service Level Credits
6. Credit Request Process
7. Sole and Exclusive Remedy
8. Exclusions and Limitations
9. Modifications to SLA
10. Order of Precedence

1. SCOPE OF SLA

This SLA applies solely to the production SaaS Services operated and hosted by Kinobi AI.

This SLA does not apply to:

• Professional Services (including implementation, customisation, training, or consulting);
• support services, response times, or issue resolution processes;
• beta, trial, sandbox, development, or non-production environments;
• customer-configured environments or custom code;
• third-party services, integrations, or infrastructure not controlled by Kinobi AI.

Support processes, response targets, escalation procedures, and service request handling are governed separately under the Customer Support & Services Guide.

2. DEFINITIONS

“Monthly Uptime Percentage” means the total number of minutes in a calendar month during which the SaaS Services are available, excluding Excluded Downtime, divided by the total number of minutes in that calendar month.

“Excluded Downtime” means any unavailability resulting from:

• scheduled maintenance (with reasonable advance notice where practicable);
• emergency maintenance required to protect system integrity or security;
• Customer’s acts or omissions, including misuse or unauthorised access;
• Customer-provided data, configurations, integrations, or customisations;
• third-party services, internet connectivity, cloud providers, or force majeure events;
• suspension of Services in accordance with the Agreement.

“Service Level Credit” means a credit issued in accordance with Section 5.

3. SERVICE AVAILABILITY COMMITMENT

Kinobi AI will use commercially reasonable efforts to make the SaaS Services available with a Monthly Uptime Percentage of at least 99.9%, measured on a calendar-month basis.

4. SCHEDULED MAINTENANCE

Kinobi AI may perform scheduled maintenance as reasonably required to operate, maintain, or improve the SaaS Services.

• Scheduled maintenance may result in temporary service unavailability.
• Where practicable, Kinobi AI will provide reasonable advance notice.

Scheduled maintenance constitutes Excluded Downtime.

5. SERVICE LEVEL CREDITS

If Kinobi AI fails to meet the Service Availability Commitment in a given calendar month, Customer may be eligible to receive a Service Level Credit, determined based on the aggregate length of service unavailability during that calendar month and calculated as a percentage of the Annual SaaS Fees payable under the applicable Order Form, as set out below.

5.1 Credit Eligibility and Calculation

Aggregate unavailability shall be measured across all incidents of unavailability during the applicable calendar month and shall exclude any Excluded Downtime as defined in this SLA.

5.2 Credit Application and Limits

Service Level Credits:

• apply only to the Annual SaaS Fees for the applicable subscription term;
• are calculated on an annualised basis notwithstanding monthly measurement of service availability;
• are applied as a credit against future invoices only;
• are not refundable, transferable, or redeemable for cash;
• do not apply to Professional Services, usage-based fees, or third-party fees; and
• shall not exceed, in the aggregate, six percent (6%) of the Annual SaaS Fees in any contract year, regardless of the number or frequency of service level failures.

5.3 Sole Remedy; No Breach

Service Level Credits are intended as a limited service assurance mechanism and not as penalties. The issuance or availability of Service Level Credits does not constitute an admission of fault or breach, and does not, by itself, give rise to any termination right or other contractual remedy.

Service Level Credits constitute Customer’s sole and exclusive remedy for any failure by Kinobi AI to meet the Service Availability Commitment, subject to the terms and conditions of this SLA.

6. CREDIT REQUEST PROCESS

To receive a Service Level Credit, Customer must submit a written request to Kinobi AI within thirty (30) days following the end of the month in which the Service Level failure occurred.

Failure to submit a request within this period constitutes a waiver of Customer’s right to receive a Service Level Credit.

7. SOLE AND EXCLUSIVE REMEDY

Service Level Credits described in this SLA constitute Customer’s sole and exclusive remedy for any failure by Kinobi AI to meet the Service Availability Commitment.

Failure to meet the service levels set out in this SLA does not constitute a breach of the Agreement and does not give rise to any right to terminate, damages, or other remedies, except as expressly stated herein.

8. EXCLUSIONS AND LIMITATIONS

This SLA does not apply to any service unavailability or performance issue caused by:

• factors outside Kinobi AI’s reasonable control;
• Customer’s failure to follow Documentation or recommended configurations;
• Customer-requested suspensions or changes;
• security incidents not attributable to Kinobi AI’s systems.

9. MODIFICATIONS TO SLA

Kinobi AI may update this SLA from time to time, provided that no update will materially reduce the Service Availability Commitment during an active subscription term without Customer’s consent.

10. ORDER OF PRECEDENCE

In the event of any conflict between this SLA and the Agreement, the Agreement shall prevail, except where this SLA expressly governs service availability and Service Level Credits.