SmartAlex Service Level Agreement

Version 1.0 · Effective July 8, 2026 · THERCSGROUP PTE. LTD. (trading as SmartAlex, Singapore Reg. No. 202543608D)

1. Purpose and scope

This Service Level Agreement (the "SLA") sets out how THERCSGROUP PTE. LTD., trading as SmartAlex ("SmartAlex", "we", "us", or "our"), approaches the availability of the SmartAlex platform, websites, applications, and APIs (the "Services"), how we support them, what we commit to for Enterprise customers, and what happens when something goes wrong.

This SLA is the separate service-level agreement referred to in our Terms of Service and our Trust and Security Overview. It supplements, and does not replace, those documents, our End User Licence Agreement, and our Data Processing Addendum. Where an Enterprise customer has agreed a specific service-level rider or order form with us, that rider or order prevails for that customer to the extent of any conflict with this SLA.

This SLA is a statement of how we operate the Services. It is not legal advice. Nothing in it limits any right you have under applicable law that cannot be waived by agreement.

2. How this SLA applies by plan

The commitments in this SLA depend on the plan a customer is on.

1. Standard and self-serve plans. We use commercially reasonable efforts to keep the Services available, and we back them with the redundancy and monitoring described below. Standard and self-serve plans do not carry a committed uptime percentage and are not eligible for service credits. This matches Section 3.4 of the Terms of Service.
2. Enterprise plans. An Enterprise plan that carries an uptime commitment in its order form or service-level rider is entitled to the availability target, support response targets, escalation, service credits, and disaster-recovery arrangements set out in this SLA. The figures in this SLA are our standard Enterprise defaults. A specific Enterprise order or rider may vary them, and where it does, the order or rider prevails for that customer.

3. Availability commitment

For Enterprise plans that carry an uptime commitment, our standard target is 99.5% Monthly Uptime. A higher target of 99.9% is available where it is agreed in an Enterprise order or rider and where the customer's use case and configuration support it.

Monthly Uptime means the percentage of minutes in a calendar month during which the core Services are available, calculated as the total minutes in the month, less minutes of Downtime, less Excluded minutes, divided by the total minutes in the month less Excluded minutes, expressed as a percentage.

Downtime means a period during which the core Services are not available for their intended use. The core Services are the customer dashboard, the platform APIs, and the handling of live calls by the voice engine. Optional features, beta features, and third-party or customer-controlled components are not part of the core Services for this measurement (see Section 5).

4. Measurement and reporting

We measure availability using our own infrastructure monitoring and health checks, and we publish the live operational state of the Services on our public status page at status.getsmartalex.com. Availability is measured over a calendar month. An Enterprise customer may request a monthly availability summary for its account by contacting support@getsmartalex.com.

Where our measurement and a customer's own measurement differ, we will review the relevant monitoring records together in good faith. Our monitoring records are the reference source for calculating any service credit under this SLA.

5. What is excluded from the availability commitment

The following are "Excluded" and do not count as Downtime:

1. scheduled maintenance and emergency maintenance carried out in line with Section 6;
2. events beyond our reasonable control, including force majeure events, denial-of-service or other attacks, and failures of the public internet or of networks we do not operate;
3. an outage or degradation of an upstream infrastructure provider that our redundancy and failover arrangements cannot reasonably mitigate (see Section 12);
4. issues caused by the customer's own systems, configuration, integrations, credentials, or content, or by the customer's own telephony or network where the customer brings its own telephony ("BYOT");
5. suspension or limitation of the Services for non-payment, or for a breach of our Acceptable Use Policy or Terms;
6. features identified as beta, preview, early access, or evaluation; and
7. the quality, accuracy, or content of AI output, which is a matter for our AI Usage Policy and not a question of availability (see Section 13).

6. Scheduled maintenance and change

We may carry out planned maintenance on the Services. Where planned maintenance is expected to cause material disruption, we will use reasonable efforts to give advance notice through the platform, by email, or on our status page, and to schedule it outside the busiest hours for the affected customers. From time to time we may need to carry out emergency maintenance to protect the security, integrity, or stability of the Services, and we may do so without advance notice. Planned and emergency maintenance carried out in line with this Section are Excluded from the availability commitment. We may also modify, add, or discontinue features as described in Section 3.5 of the Terms of Service.

7. Support and response times

Every customer can reach us through the in-product help and support area and, for account and product questions, at support@getsmartalex.com. Standard and self-serve plans receive support on a commercially reasonable, best-efforts basis without a committed response time.

For Enterprise plans, we commit to the target response times below, measured during our business hours. A response time is the time within which we acknowledge a report and begin working on it. It is not a resolution time; we work toward resolution as quickly as the nature of the issue allows and keep the customer informed. Our business hours are 08:00 to 18:00 South Africa Standard Time (SAST), Monday to Friday, excluding public holidays.

For a P1 Critical issue reported outside business hours, we respond on a best-efforts basis as soon as we reasonably can. We do not currently operate a guaranteed twenty-four hour on-call service, and we do not represent that we do.

8. Escalation

If a customer needs to escalate an issue, the path is:

1. raise it through the in-product support area or at support@getsmartalex.com, stating the severity and the impact on the customer's use of the Services;
2. we triage the report and assign a severity, and for a P1 or P2 issue we escalate it to our engineering team;
3. where a P1 issue is not progressing, an Enterprise customer may ask for it to be escalated to a senior member of our team, and we will provide a named contact for that purpose in the customer's order or rider; and
4. a suspected security incident should be reported without delay to security@getsmartalex.com, which is handled under Section 9 rather than through ordinary support.

9. Incident management and communication

We maintain a documented incident-response process covering detection, triage, containment, recovery, and post-incident review, with roles and communication responsibilities defined in advance. It is described in Section 14 of our Trust and Security Overview.

1. During a material incident affecting availability, we post updates on our status page at status.getsmartalex.com, and where the incident materially affects a customer, we contact the affected customer.
2. Where an incident is a Security Incident affecting customer personal data, we notify affected customers without undue delay and in line with the timelines in our Data Processing Addendum, and we assist customers with any statutory notification they must make, for example the seventy-two hour supervisory-authority notification under the GDPR and any notification required under POPIA.
3. After a material incident we carry out a review that focuses on the systemic cause rather than individual blame, and we make a summary of that review available to an affected Enterprise customer on request.

10. Service credits (Enterprise plans)

Where an Enterprise plan carries an uptime commitment and we fail to meet the Monthly Uptime target for a calendar month, the affected customer is entitled to a service credit, calculated as a percentage of the platform fee paid for that month for the affected Services:

To claim a service credit, the customer must request it in writing to support@getsmartalex.com within thirty days after the end of the affected month, identifying the dates and times of the Downtime. A service credit is applied against future fees for the Services and is not a cash refund. A service credit is the customer's sole and exclusive remedy for a failure to meet the availability commitment, consistent with Section 3.4 of the Terms of Service. Service credits do not apply to Excluded events (see Section 5), and standard and self-serve plans are not eligible for service credits.

11. Disaster recovery and business continuity

The platform database is backed up daily, and point-in-time recovery is available within the retention window provided by our database infrastructure provider. We maintain recovery-time and recovery-point objectives for the platform and review them as the platform evolves. Because those objectives describe the internal resilience of our infrastructure, we make the specific figures available to qualified Enterprise customers under non-disclosure on request to security@getsmartalex.com, rather than publishing them. The Services run on managed, resilient infrastructure, and we operate failover arrangements designed to maintain continuity where an individual upstream provider is disrupted, as described in Section 12.

12. Infrastructure and dependencies

The Services rely on third-party infrastructure providers, including our cloud infrastructure providers, our telephony provider, our real-time voice infrastructure provider, and our speech and language AI providers (each a "Subprocessor"). A current list is published in our Subprocessor List. Many of the AI and telephony components are designed to be swappable behind the SmartAlex application, so that a problem with one underlying provider can be routed around without changing the service the customer receives. Some parts of the underlying platform rely on a single managed provider, and where such a provider suffers an outage that our failover arrangements cannot reasonably mitigate, the Services may be affected. In that situation we handle the event under this SLA: we communicate through our status page and to affected customers, and, for Enterprise plans, a qualifying failure of the availability commitment gives rise to service credits under Section 10, subject to the Excluded events in Section 5.

On certifications, we do not currently hold our own SOC 2 or ISO 27001 attestation, and we will not imply otherwise. Our SOC 2 certification is in progress. Our infrastructure Subprocessors maintain SOC 2 or ISO 27001 attestations, as set out in our Trust and Security Overview and Subprocessor List.

Where a customer brings its own telephony ("BYOT") or other customer-controlled components, the availability of those components is the customer's responsibility and is not part of our availability commitment.

13. AI and voice-specific terms

This SLA is about the availability of the Services, not the content of what the AI produces. The accuracy, completeness, and suitability of AI output is addressed in our AI Usage Policy, and a period during which the Services are available but an AI output is not to the customer's satisfaction is not Downtime. The availability of voice calls also depends on telephone carriers and networks. Where a customer brings its own telephony, call availability depends on the customer's own carrier, which is outside our control and outside this availability commitment.

14. Relationship to other terms

This SLA supplements our Terms of Service, our End User Licence Agreement, our Data Processing Addendum, and our Trust and Security Overview. For an Enterprise customer, the order form or service-level rider agreed with that customer prevails over this SLA to the extent of any conflict. Nothing in this SLA limits any right that cannot be waived under applicable law.

15. Updates and contact

We review this SLA periodically and update it as the Services and our operations evolve. Where a change is material, we take reasonable steps to inform customers in advance through the platform or by email. For support and enterprise-service questions, contact support@getsmartalex.com. For security incidents, contact security@getsmartalex.com. For questions about this SLA or an Enterprise rider, contact legal@getsmartalex.com.

This SLA is issued by THERCSGROUP PTE. LTD. (UEN 202543608D), 160 Robinson Road, #14-04 Singapore Business Federation Center, Singapore 068914, and is governed by the laws of the Republic of Singapore.

16. Version and effective date

This Service Level Agreement is version 1.0 and is effective from 8 July 2026.