Service Level Agreement (SLA)

Effective Date: May 10, 2026 Document Version: May 2026 Legally Binding Original Language: English

This Service Level Agreement (the "SLA") is incorporated into and forms an integral part of the Master Service Agreement ("MSA") between PaperOffice and Customer. Capitalized terms not defined herein shall have the meanings set forth in the MSA.

This SLA defines the availability targets, support response targets, and the limited remedies available to Customer in the event of confirmed Service unavailability.

1. Scope

1.1 Applicable Services

This SLA applies to the production environment of the core Services provided to Customer under a paid Plan. The SLA does not apply to:

(a) Free, trial, evaluation, or beta features;

(b) Experimental, preview, or "early access" features;

(c) Third-party services, integrations, or models accessed through the Services (including but not limited to MCP-connected third-party clients, third-party AI providers, third-party storage providers, and payment processors);

(d) Issues arising from Customer's environment, configuration, integrations, or Authorized User actions;

(e) Issues arising from non-conformance with the Documentation, the AUP, or this Agreement;

(f) AI Output quality, accuracy, completeness, or fitness for purpose (which is governed by Section 9 of the MSA and the AI Acceptable Use and Output Disclaimer; AI behavior is inherently probabilistic and is not subject to availability or quality SLAs).

1.2 Plan-Specific SLA

Where a customer-specific SLA is agreed under a separate Order Form (typically for Enterprise or Whitelabel customers), that customer-specific SLA prevails over this generally-applicable SLA for the matters addressed therein.

2. Availability Target

2.1 Target

PaperOffice targets a monthly availability of ninety-nine point nine percent (99.9%) for the core Services, calculated on a calendar-month basis.

2.2 Definition of Availability

"Availability" means the percentage of time during a calendar month during which the core Services are accessible and operating substantially in accordance with the Documentation, calculated as:

`` Availability (%) = (Total Minutes in Month – Unavailable Minutes) / Total Minutes in Month × 100 ``

2.3 Definition of Unavailability

"Unavailable" or "Unavailability" means a confirmed, sustained, and material inability of authenticated users to access the core Services, as determined by PaperOffice's monitoring systems and confirmed by support engineering.

Unavailability does not include:

(a) Scheduled Maintenance (see Section 3);

(b) Emergency Maintenance required to address security, integrity, or stability risks;

(d) Third-Party Failures outside PaperOffice's reasonable control (including but not limited to upstream internet outages, cloud infrastructure provider outages, payment processor outages, third-party AI model provider outages, DNS provider outages);

(e) Customer-Caused Issues (including misconfiguration, network issues at Customer's premises, exceeded rate limits, suspended accounts, expired credentials);

(f) Single-User or Localized Issues affecting fewer than five percent (5%) of Customer's authenticated users that are not attributable to a Service-side root cause;

(g) Beta Features and any feature or service excluded from this SLA under Section 1.1;

(h) Degraded but Available Performance that does not constitute a complete inability to use the Services for their intended purpose;

(i) AI Output Variability including AI model latency, output quality changes, model rotation, or model-specific behavior;

(j) Periods Following AUP Violations during which suspension was applied.

2.4 Measurement

Availability is measured by PaperOffice's monitoring systems. PaperOffice's measurement is the authoritative source for SLA calculation. Customer may submit information about perceived unavailability via a Service Credit Request (Section 5), which PaperOffice will reconcile with its measurements in good faith.

3. Scheduled Maintenance

3.1 Maintenance Windows

PaperOffice may perform Scheduled Maintenance during pre-announced maintenance windows. Where reasonably possible, Scheduled Maintenance is performed during off-peak hours (Central European Time).

3.2 Notice

PaperOffice will provide at least seventy-two (72) hours' advance notice of Scheduled Maintenance via in-product notification, email, or the status page, except where shorter notice is required to address security, integrity, or stability risks.

3.3 Exclusion from Availability Calculation

Periods of Scheduled Maintenance and Emergency Maintenance are excluded from the Availability calculation.

4. Service Credits

4.1 Service Credit Eligibility

If, in a given calendar month, the actual measured Availability falls below the targets set forth in Section 4.2, Customer may request a Service Credit in accordance with Section 5.

4.2 Service Credit Schedule

Subject to Section 4.4, the following Service Credit schedule applies:

Monthly Availability	Service Credit
99.0% – < 99.9%	5% of monthly subscription Fee
95.0% – < 99.0%	10% of monthly subscription Fee
< 95.0%	25% of monthly subscription Fee

4.3 Form of Service Credit

Service Credits are issued as a credit to the Wallet, denominated in Euros. Service Credits are not refunds, are not redeemable for cash, and are subject to the same terms as standard Wallet balances (Section 2.6 of the Pricing and Billing Terms).

4.4 Service Credit Cap

Service Credits are subject to the following limitations:

(a) Maximum Aggregate Cap. The total Service Credits issued in any single calendar month shall not exceed twenty-five percent (25%) of the monthly subscription Fee paid by Customer for the affected Subscription, regardless of the number or duration of Unavailability incidents.

(b) No Cumulative Recovery. Service Credits cannot be combined across multiple incidents in the same month above the 25% cap.

(c) Subscription Fee Only. Service Credits are calculated based on the monthly subscription Fee only and do not apply to consumption-based Fees, support Fees, add-on Fees, one-time charges, or Increase Package purchases.

(d) Customer in Good Standing. Service Credits are available only to customers whose Account is in good standing (no past-due amounts, no AUP violations, and no other material breach).

4.5 Sole and Exclusive Remedy

To the maximum extent permitted by applicable law, the Service Credits set forth in this SLA constitute Customer's sole and exclusive remedy for any failure to meet the Availability targets, and PaperOffice's sole and exclusive liability with respect to availability of the Services.

This SLA does not create any right to terminate the Agreement based on availability levels, except where availability falls below ninety-five percent (95%) for three (3) or more consecutive calendar months, in which case Customer may terminate the affected Subscription effective at the end of the then-current billing cycle by written notice within thirty (30) days after the end of the third such consecutive month.

5. Service Credit Request Process

5.1 Request Procedure

To request a Service Credit, Customer must submit a written request to billing@paperoffice.ai within thirty (30) days after the end of the calendar month in which the alleged Unavailability occurred. The request must include:

(a) Customer's Account identifier;

(b) The dates and times of the alleged Unavailability;

(d) Any supporting logs, screenshots, or evidence;

(e) Customer's calculation of the requested Service Credit.

5.2 Failure to Request

Service Credits not requested within the thirty (30) day window are forfeited. Service Credits are not issued automatically; an eligible request from Customer is required.

5.3 PaperOffice's Review

PaperOffice will review the request in good faith and respond within thirty (30) days of receipt. PaperOffice may approve the request as submitted, approve a different amount based on its own measurements, or reject the request with explanation.

5.4 Disagreement

If Customer disagrees with PaperOffice's response, Customer may escalate to legal@paperoffice.ai within fifteen (15) days. Disputes that cannot be resolved through good-faith discussion are subject to Section 15 of the MSA (Governing Law and Dispute Resolution).

6. Support Response Targets

6.1 Definitions

Support response targets are differentiated by Priority Level, which is set by PaperOffice in its reasonable discretion based on the impact and urgency of the issue, taking into account Customer's classification of the issue as an input but not as a binding determination.

Priority	Description
P1 — Critical	Production environment is completely unavailable, or a security incident with material impact has been confirmed, affecting Customer's ability to use the Services for their intended purpose.
P2 — High	A major feature is unavailable or substantially impaired with no reasonable workaround, materially affecting Customer's business operations.
P3 — Normal	A non-critical issue, configuration question, or minor functional issue with available workaround.
P4 — Low	General inquiry, feature request, documentation question, or cosmetic issue.

6.2 Initial Response Targets

The following are target response times for the initial substantive response to a properly submitted support ticket. They are not guarantees and are not subject to Service Credits, except where covered under a customer-specific Order Form.

Priority	Standard Plans	Premium Plans (where applicable)	Enterprise Plans (where applicable)
P1	Best effort	4 business hours	1 hour, 24×7
P2	Best effort	8 business hours	4 business hours
P3	Best effort	1 business day	8 business hours
P4	Best effort	2 business days	1 business day

The applicable response targets for Customer's Plan are those published in the Price List or specified in the Order Form. Where no specific target is specified, "best effort" applies.

6.3 Business Hours

"Business Hours" means Monday through Friday, 9:00 to 18:00 Central European Time (CET/CEST), excluding Spanish public holidays applicable in Pamplona, Navarra. "24×7" means twenty-four hours per day, seven days per week, including weekends and holidays. Where 24×7 coverage applies to Customer's Plan, response times are measured continuously.

6.4 Response, Not Resolution

Response targets refer to the time to provide an initial substantive response (acknowledgment plus engineering assessment), not the time to resolve the issue. Resolution time depends on the complexity of the issue and is not subject to a guaranteed target.

6.5 Customer Cooperation

Achievement of support response targets requires Customer to: (i) submit complete, accurate, and reproducible information; (ii) classify the issue at the appropriate severity; (iii) respond promptly to PaperOffice's clarification requests; and (iv) make affected systems and personnel reasonably available for diagnostic activity. Time spent waiting for Customer information is excluded from response time calculations.

6.6 Support Ticket Charging

All ticket-based support is billed on a time-and-materials basis as set forth in the Support Terms, including time spent achieving the response targets in this Section 6.

7. Status Page and Communication

7.1 Status Page

PaperOffice maintains a status page providing real-time information on Service availability and incidents. The status page is the authoritative source for current Service status.

7.2 Incident Communication

For confirmed incidents materially affecting Service availability, PaperOffice will:

(a) post a status update on the status page;

(b) provide periodic updates during the incident;

7.3 Customer Notifications

Customer is responsible for keeping its registered contact information current and for monitoring PaperOffice notifications regarding incidents, maintenance, and changes.

8. Disclaimers

8.1 No Other SLA Commitments

Except as expressly set forth in this SLA, PaperOffice makes no commitments regarding availability, response time, performance, throughput, latency, accuracy, error rate, or any other service quality metric.

8.2 No Warranty of AI Output

This SLA does not apply to the quality, accuracy, completeness, or fitness for purpose of AI Outputs. The probabilistic and non-deterministic nature of AI Outputs is governed by Section 9 of the MSA and the AI Acceptable Use and Output Disclaimer. AI Output variability, hallucinations, model rotation, and similar AI-specific phenomena do not constitute Unavailability.

8.3 No Warranty of Specific Use Cases

The Services are general-purpose business tools. Suitability for any specific use case, industry, or regulatory regime is Customer's responsibility (see Section 9.4 of the MSA).

8.4 No Beta or Free Tier SLA

Free, trial, beta, preview, and experimental features are excluded from this SLA. Such features are provided "AS IS" with no service level commitment.

8.5 Coverage of Third-Party Services

Where the Services depend on, integrate with, or are accessed via third-party services (such as MCP clients, payment processors, third-party AI models, or upstream cloud infrastructure), the availability of such third-party services is outside PaperOffice's reasonable control, and any unavailability arising therefrom is excluded from the Availability calculation.

9. Force Majeure

Periods of unavailability resulting from Force Majeure events (Section 16.1 of the MSA) are excluded from the Availability calculation and do not give rise to Service Credit eligibility.

10. Modifications to this SLA

PaperOffice may update this SLA from time to time as set forth in Section 11 of the MSA. Updates apply prospectively. Continued use of the Services after the effective date of an update constitutes acceptance.

11. Order of Precedence

In the event of conflict between this SLA and: (a) an executed Order Form containing customer-specific SLA terms, the Order Form shall prevail; (b) the MSA, the MSA shall prevail for matters of legal interpretation; (c) the Support Terms, the Support Terms shall prevail for matters of support time charging and process.

Last updated: May 10, 2026