1. Definitions

In this Service Level Agreement, unless the context otherwise requires:

1. "Infodeck" means Infodeck Technology Pte Ltd (UEN: 202230608E), a company incorporated in Singapore with its registered office at 68 Circular Road #02-01, 049422, Singapore.
2. "Services" means the Infodeck CMMS (Computerized Maintenance Management System) and IoT platform, including all software, mobile applications, web applications, APIs, and related technical support delivered through automated means. Services expressly excludes Professional Services.
3. "Professional Services" means optional human-delivered services including custom development, consulting, implementation, training, and integration services, which are governed by separate written agreements and are NOT covered by this SLA.
4. "Software" means the Infodeck software applications, including the web portal at https://infodeck.io and any associated mobile or desktop applications.
5. "Customer" means any person or entity that subscribes to the Services.
6. "End User" means any individual authorised by the Customer to access and use the Services.
7. "Downtime" means any period of fifteen (15) or more consecutive minutes during which the Services are unavailable to Customer due to factors within Infodeck's reasonable control, as measured by Infodeck's monitoring systems.
8. "Scheduled Maintenance" means planned maintenance windows for which Infodeck provides at least forty-eight (48) hours advance notice.
9. "Force Majeure Event" means any event beyond the reasonable control of either party, including: (a) natural disasters, earthquakes, floods, storms, or other acts of nature; (b) acts of government, war, terrorism, civil unrest, or sanctions; (c) pandemics, epidemics, or public health emergencies; (d) cyberattacks including DDoS attacks, ransomware, or nation-state attacks, provided reasonable security measures were in place; (e) widespread Internet, telecommunications, or cloud infrastructure failures; (f) power grid failures or energy supply disruptions; and (g) third-party supplier failures outside reasonable control.

2. Parties

Supplier: Infodeck Technology Pte Ltd, a company incorporated under the laws of Singapore with its registered office at 68 Circular Road #02-01, 049422, Singapore (UEN: 202230608E).

Customer: The entity or individual that has subscribed to the Services under the Terms and Conditions.

3. Scope

This Service Level Agreement applies exclusively to the Infodeck SaaS platform subscription services. This SLA does NOT apply to Professional Services (custom development, consulting, implementation, or training), which are governed by separate Statements of Work.

4. Service Uptime Commitment

4.1 Uptime Target

Infodeck commits to 99.5% uptime availability for the Services (the "Services Uptime Metric"), measured on a quarterly basis.

This equates to a maximum of approximately 43.8 hours of unscheduled Downtime per year, or approximately 10.95 hours per quarter.

4.2 Availability

Infodeck will provide access to the Services on a twenty-four (24) hours a day, seven (7) days a week basis, subject to this SLA.

4.3 Commencement

The Services Uptime Metric commitment commences on the "Go Live Date", which is the date the Customer completes payment for a paid subscription or begins using the Services, whichever is earlier.

5. Measurement Method

5.1 Calculation

The Services Uptime Metric is calculated quarterly using the following formula:

Where:

• Total Minutes in Quarter = Total time minus Scheduled Maintenance time
• Downtime Minutes = Total duration of all qualifying outages in the quarter

5.2 Outage Definition

An "outage" is defined as consecutive failures to connect to the Services at https://infodeck.io within a fifteen (15) minute period, lasting until the condition has cleared. Outages are measured using Infodeck's automated monitoring systems.

5.3 Monitoring

Infodeck uses industry-standard uptime monitoring services to track availability. Monitoring data is the authoritative source for uptime calculations.

6. Exclusions from Downtime

The following are excluded from Downtime calculations and do not count against the Services Uptime Metric:

1. Scheduled Maintenance: Planned maintenance with at least 48 hours advance notice, typically conducted during off-peak hours (weekends, 00:00-06:00 SGT).
2. Force Majeure Events: Events as defined in Section 1, including natural disasters, pandemics, cyberattacks, and infrastructure failures beyond Infodeck's control.
3. Internet Connectivity Issues: Overall Internet congestion, slowdown, or unavailability; local telecommunications outages; or Internet connection issues experienced by the Customer or End Users.
4. Third-Party Services: Unavailability or performance issues caused by third-party services, integrations, cloud providers (e.g., AWS, Google Cloud), or APIs not under Infodeck's direct control.
5. Customer-Caused Issues: Actions or inactions of the Customer, End Users, or third parties engaged by Customer; Customer equipment failures; or Customer network infrastructure issues.
6. Security Incidents: Unavailability of generic Internet services due to virus or hacker attacks affecting the broader Internet.
7. Customer Breach: Downtime resulting from Customer's breach of the Terms and Conditions or misuse of the Services.
8. Emergency Maintenance: Urgent security patches or critical fixes required to protect the Services or Customer data, where advance notice is not feasible.

7. Scheduled Maintenance

7.1 Maintenance Windows

Scheduled maintenance will typically be conducted during off-peak hours:

• Preferred window: Weekends (Saturday/Sunday), 00:00-06:00 SGT (UTC+8)
• Alternative window: Weekday nights, 00:00-06:00 SGT (UTC+8), if weekend maintenance is not feasible

7.2 Advance Notice

Infodeck will provide at least forty-eight (48) hours advance notice for Scheduled Maintenance via:

• Email notification to the account administrator
• In-app notification or status page update

7.3 Emergency Maintenance

In cases requiring urgent security patches or critical fixes, Infodeck may perform emergency maintenance with less than 48 hours notice. Infodeck will provide as much advance notice as reasonably practicable and notify Customers promptly when emergency maintenance begins and ends.

8. Service Credits

8.1 Credit Entitlement

If Infodeck fails to meet the Services Uptime Metric in any quarter, Customer is entitled to Service Credits as follows:

Service Credits are calculated as a percentage of the quarterly subscription fees paid by Customer.

8.2 Credit Cap

Maximum Credit: Service Credits are capped at one (1) month's subscription fees per quarter, regardless of the total Downtime experienced.

8.3 Credit Request Process

To request Service Credits:

1. Submit a written request to support@infodeck.io within thirty (30) days of the end of the affected quarter.
2. Include your account details, the affected dates/times, and a description of the Downtime experienced.
3. Infodeck will verify the claim against monitoring data and respond within fourteen (14) days.
4. Approved credits will be applied to the next invoice or added to Customer's account within thirty (30) days of approval.

8.4 Credit Terms

• Service Credits are cumulative within a quarter
• Service Credits are non-transferable and cannot be exchanged for cash
• Service Credits can only be applied to Customer's own Infodeck account
• Service Credits are forfeited upon termination of the subscription
• Service Credits are Customer's sole and exclusive remedy for Downtime

9. Support Terms

9.1 Support Availability

Technical support is available via email at support@infodeck.io.

• Support ticket submission: 24 hours a day, 7 days a week
• Support response hours: Monday to Friday, 09:00-18:00 SGT (UTC+8), excluding Singapore public holidays

9.2 Response Time Targets

Infodeck targets the following response times during support hours:

Note: Response times are measured during support hours only. Critical issues reported outside support hours will be addressed as soon as a support agent is available (24/7 monitoring for critical alerts).

9.3 Support Channels

• Email: support@infodeck.io
• In-App Support: Help widget within the Infodeck platform
• Knowledge Base: https://support.infodeck.io (self-service documentation)

10. Reporting

10.1 Uptime Reports

Infodeck will provide an Uptime Metric Report to the Customer upon written request. Reports are typically provided within fourteen (14) days of request.

10.2 Dispute Resolution

If Customer disagrees with an Uptime Metric Report, written notice of the disagreement must be provided to Infodeck within seven (7) days of receipt of the report. Infodeck will review the dispute and respond within fourteen (14) days with supporting monitoring data.

10.3 Status Page

Real-time service status and incident history may be available at Infodeck's status page. Customers are encouraged to subscribe to status updates for proactive notification of any service disruptions.

11. Limitations

11.1 Sole Remedy

Service Credits as described in Section 8 are Customer's sole and exclusive remedy for any failure by Infodeck to meet the Services Uptime Metric. This SLA does not give rise to any other claims for damages, refunds, or other compensation.

11.2 No Guarantee

While Infodeck is committed to meeting the Services Uptime Metric, this SLA does not guarantee uninterrupted or error-free service. The warranty disclaimers and limitations of liability in the Terms and Conditions apply to this SLA.

11.3 Professional Services Exclusion

Important: This SLA applies only to the SaaS subscription services. Professional Services (custom development, consulting, implementation, training) are NOT covered by this SLA and are governed by separate Statements of Work with their own service levels and deliverables.

12. Relationship to Terms and Conditions

This SLA is incorporated into and forms part of the Infodeck Terms and Conditions available at https://www.infodeck.io/terms-and-conditions. In the event of any conflict between this SLA and the Terms and Conditions, the Terms and Conditions shall prevail, except with respect to uptime commitments and Service Credits which are governed by this SLA.

Capitalised terms not defined in this SLA have the meanings given in the Terms and Conditions.

13. Modifications

Infodeck reserves the right to modify this SLA at any time. Material changes (including changes to the Services Uptime Metric or Service Credit percentages) will be notified to Customers with at least thirty (30) days advance notice. Continued use of the Services after the effective date of modifications constitutes acceptance of the updated SLA.

14. Contact Information

For SLA-related inquiries, support requests, or Service Credit claims:

Infodeck Technology Pte Ltd
Address: 68 Circular Road #02-01, 049422, Singapore
Support Email: support@infodeck.io
Legal Inquiries: legal@infodeck.io
Website: https://infodeck.io

Version 2.1 | Effective January 2026