Service Level Agreement

VulaLet targets 99.5% monthly platform availability for production services, excluding planned maintenance, emergency maintenance, customer-side issues, third-party outages, force majeure events, payment suspension, misuse, and beta/preview features.

Planned maintenance will, where practical, be scheduled outside normal South African business hours and notified in advance by email, in-app notice, or status communication.

Primary support: support@vulakomplex.co.za In-app support tickets: available to dashboard users Legal and privacy: legal@vulakomplex.co.za Critical incidents: email support@vulakomplex.co.za with “CRITICAL” in the subject line.

Severity 1 — Critical outage, active security incident, or data-loss risk: target first response within 1 hour. Severity 2 — Major feature unavailable with significant operational impact: target first response within 4 business hours. Severity 3 — Non-critical degraded feature with workaround: target first response within 1 business day. Severity 4 — Minor issue, configuration question, documentation query or feature request: target first response within 2 business days.

Support does not include legal advice, tax advice, bookkeeping, custom development, data capture, training beyond agreed onboarding, third-party provider troubleshooting, or professional services unless separately agreed.

Service credits, if any, are handled under the applicable Order Form or paid subscription terms. Service credits are the customer’s sole remedy for uptime target failure except where liability cannot legally be limited.