isLUCID SERVICE LEVEL TERMS (SLA)

Annex No. 4 to the isLucid Platform Terms and Conditions · Version 26101310/0001 · Last updated: October 13, 2026

These Service Level Terms (hereinafter – the SLA) form an integral part of the isLucid Platform Terms and Conditions (hereinafter – the Terms; references in this SLA to the Agreement or the main Agreement are references to the Terms) concluded between UAB „Lucid Agreements“ (the Service Provider) and the Customer. Capitalised terms not defined in this SLA have the meanings given to them in the Terms.

1.1. This Annex applies only where the applicable Order includes the SLA, as displayed for the selected Pricing Plan at the time of the Order.

1.2. Unless expressly provided otherwise in the Order, the terms of this Annex apply once activated.

2. Definitions

2.1. Critical Issue (CI) means an incident in which, due to a software error of the Platform controlled by the Service Provider, the core Service activated in the relevant Order ceases to operate entirely.

2.2. Non-Critical Issue (NCI) means an incident in which a functionality of the Platform does not operate or operates incorrectly, but the core Service remains available and usable.

2.3. Response Time means the period from the due receipt and registration of an incident notification until the moment the Service Provider confirms receipt, registers the incident and begins its initial assessment. The Response Time does not by itself mean the final resolution of the incident.

2.4. Scheduled Downtime means pre-planned maintenance, update, configuration, security, testing or other technical work of which the Customer has been informed at least 72 hours in advance, unless a shorter period is objectively necessary due to an urgent security need.

2.5. Unscheduled Downtime means the total or partial unavailability of the Services which is not the result of Scheduled Downtime, force majeure, Circumstances within the Customer’s Control or other circumstances expressly excluded in the Agreement.

3. Working hours and response times

3.1. The Service Provider’s working hours are 8:00–19:00 Lithuanian time, Monday to Friday, excluding public holidays of the Republic of Lithuania. On weekends and public holidays, unless the Order provides otherwise, the Platform usage hours for incident response are 9:00–18:00 Lithuanian time. The Service Provider’s working hours and the Platform usage hours are jointly referred to as the Response Window.

3.2. The CI Response Time for software issues is 2 hours during the Service Provider’s working hours and 5 hours during the Platform usage hours on weekends and public holidays. If an incident is received outside these periods, the response period starts to run from the beginning of the next applicable period.

3.3. A temporary solution (work-around) for a CI, where such a solution is technically feasible and the incident falls within the Service Provider’s area of control, is provided within 4 (four) Response Window hours from the registration of the CI. If a CI is registered outside the Response Window, this period starts to run from the beginning of the next applicable period. A 24/7 regime or response outside the periods set out in this Annex applies only where expressly set out in the relevant Order.

3.4. A permanent fix for a CI, where the issue was caused by a software error of the Platform controlled by the Service Provider, is implemented within 12 working hours from the registration of the CI. In exceptional, objectively complex cases the Parties may agree on a longer period in writing.

3.5. The NCI Response Time is 10 working hours; the NCI resolution time is 24 working hours.

3.6. Upon notification of a model inaccuracy incident, the Service Provider confirms receipt of the notification, registers the incident and begins its assessment within 8 Response Window hours. The subsequent resolution period applies according to the CI or NCI category, which is determined after the initial assessment. A model inaccuracy notification does not by itself create an accuracy commitment: resolution periods and the credits under Section 4 of this Annex apply only if the initial assessment establishes that the inaccuracy was caused by a software error of the Platform controlled by the Service Provider; in other cases Clause 2.4 of the Agreement applies.

4. Availability

4.1. Unless the specific Order provides otherwise, once the SLA has been activated the Service Provider undertakes to ensure the availability of the relevant Service of not less than 95 % per calendar month, calculated in accordance with Clauses 4.2–4.3 of this Annex. This commitment applies only to reductions in availability resulting from the Service Provider’s acts or omissions within its reasonable control.

4.2. The following are excluded from the availability calculation: Scheduled Downtime; force majeure; Circumstances within the Customer’s Control; disruptions of telephony, communication and other system providers engaged by the Customer, telecommunications operators, the internet, the Customer’s API / SIP / network or other third parties; as well as any period during which the Service Provider is unable to resolve an incident due to access, information or cooperation not being provided.

4.3. Service availability is calculated according to the formula: (1 – minutes of Unscheduled Downtime / total applicable time pool) × 100. The total applicable time pool is all minutes of the relevant calendar month less Scheduled Downtime and the other periods expressly listed in Clause 4.2 that are excluded from the availability calculation.

4.4. If a specific incident results in a credit under Section 4, the credit is the sole compensation under the SLA for that availability shortfall, except where an additional penalty is expressly set out in the Order.

4.5. The Service Provider’s total financial liability under the SLA in any one calendar month may not exceed 50 % of that month’s fee for the relevant Service, unless the specific Order expressly provides otherwise. This amount is counted towards the aggregate liability limit set out in Clause 9.2 of the main Agreement.

5. Incident registration and Customer obligations

5.1. The Customer reports an incident via the support channels indicated on the Platform or by e-mail to hello@islucid.com and provides sufficient information to reproduce the incident, including the time, the affected functionality, user actions, logs or other objectively available data.

5.2. If the cause of the incident relates to the infrastructure, access credentials, configurations or systems of the Customer or of third parties engaged by it, the Service Provider’s response and resolution periods are suspended to the extent that actions of the Customer or such third party are objectively required to resolve the incident.