LEGAL · CIIVSOFT LIMITED

This Service Level Agreement (“SLA”) describes the service levels that CiiVSOFT Limited (“CiiVSOFT”) will provide to the Customer. This SLA should be read alongside the Terms of Service, agreed upon in the Order Form, which together constitute the contractual agreement between the Customer and CiiVSOFT for the provision of Services. While this SLA covers key areas of the Customer’s provided Services and support, other contracts may address areas not covered by this SLA.

The Customer’s received service depends on IT equipment, software, and Services (collectively, “the System”) provided, maintained, and supported by CiiVSOFT. Some of these items are critical to the business.

For clarity, the elements forming the System in the provision of services to the Customer include:

• Core CiiVSOFT infrastructure for data storage and processing, including job and candidate data ingestion from the Customer’s ATS platform.

• CiiVSOFT AI for data processing, matching, screening, and data output to the Customer’s ATS platform.

In addition to the System, third-party platforms and software may be required for the overall service delivery to the Customer. These, combined with the System, form the “Solution”. For clarity, third-party elements forming the Solution may include third-party applicant tracking systems, CRM systems, and AI providers.

This SLA sets out the guaranteed levels of availability and support the Customer will receive from the System and explains the penalties applied to CiiVSOFT should these levels not be met. This SLA is a crucial part of the Agreement between the Customer and CiiVSOFT, facilitating a balanced business relationship.

The Agreement for the provision of Services and this SLA begins on the “Effective Date” detailed in the Order Form and runs for the Initial Subscription Term set out in the Order Form. It may be reviewed at any time by mutual agreement between CiiVSOFT and the Customer or if there are changes to the Customer’s needs or usage.

This SLA is written in good faith, and CiiVSOFT will do everything possible to resolve issues promptly. However, exclusions apply:

• Third-party equipment, software, or services used by the Customer, including ATS or CRM systems.

• Software, equipment, or Services not purchased through and managed by CiiVSOFT.

Additionally, this SLA does not apply when:

• The issue is caused by the failure of any Customer, third-party, or other equipment, software, or Service(s) not part of the System but part of the Solution.

• The issue arises from using equipment, software, or Services in ways not recommended, per the CiiVSOFT Acceptable Use Policy, available at ciivsoft.com/aup.

• The Customer has made unauthorised changes to the configuration or setup of the affected equipment, software, or Services, per the CiiVSOFT Acceptable Use Policy.

• The Customer has prevented CiiVSOFT from performing necessary maintenance and updates.

• The issue is caused by unsupported mobile devices, equipment, software, or other Services.

This SLA does not apply in circumstances beyond CiiVSOFT’s control, such as natural disasters, war, or civil unrest. It also does not apply if the Customer is in breach of its Agreement with CiiVSOFT for any reason (for example, late payment of fees, improper use, or violation of terms).

CiiVSOFT will:

• Provide and maintain the System used by the Customer.

• Ensure relevant software, Services, and equipment are available to the Customer when necessary.

• Respond to support requests within a reasonable timeframe.

• Escalate and resolve issues appropriately and promptly.

• Maintain good communication with the Customer at all times.

The Customer will:

• Use CiiVSOFT’s System as intended.

• Notify CiiVSOFT of issues or problems promptly.

• Provide CiiVSOFT with access to equipment, software, and Services for maintenance, updates, and fault prevention.

• Maintain good communication with CiiVSOFT at all times.

Third parties involved in the provision of the Solution will:

• Maintain the elements of the Solution for which they are responsible.

• Notify CiiVSOFT, either directly or via the Customer, of issues or problems promptly.

• Provide CiiVSOFT with access to or support for equipment, software, and Services for maintenance, updates, and fault prevention.

• Maintain good communication with CiiVSOFT, either directly or via the Customer, at all times.

CiiVSOFT warrants that during the provision of Services to the Customer:

• All support and maintenance costs associated with the Services outlined in the Order Form are covered under the monthly management fees.

• No additional charges will apply unless:

— The Customer requests additional Services or customisations not previously developed and deployed by CiiVSOFT. In such cases, fees will be agreed upon by both parties.

— The Customer requests additional hosting for its instance of the Services in a new location. In such cases, the hosting partner and associated costs will be agreed upon by both parties.

CiiVSOFT guarantees a 99.9% uptime for active customers who have agreed to CiiVSOFT’s Terms of Service, subject to the terms below. For the avoidance of doubt, the Service Levels do not extend to the wider elements of the Solution which are supported by third parties.

CiiVSOFT will provide uptime equal to at least 99.9% of the total time in each calendar month, as measured by CiiVSOFT (the “Uptime Commitment”). “Uptime” is the total time, in minutes, during the relevant calendar month less the downtime during that month. Uptime is measured using server monitoring software.

“Downtime” refers to the time, in minutes, that the Services are not accessible, excluding inaccessibility due to:

• Customer or Customer’s Permitted Users’ acts or omissions.

• Customer’s or third-party equipment, software, or other technology not within CiiVSOFT’s control.

• Customer-supplied integrations or API customisations interfering with Services.

• Internet outages, computer or telecommunications failures.

• Force Majeure Events.

• Scheduled maintenance with at least 24 hours’ notice.

• Hacking or virus attacks.

• Reasonable emergency maintenance.

• Unavailability of CiiVSOFT AI caused by Amazon Web Services or by a third-party foundation model provider, as set out in CiiVSOFT’s AI Terms, available at ciivsoft.com/ai-terms.

If the Uptime Commitment is not met in any calendar month, Customers are eligible for a service credit (“Service Credit”) equal to ten (10) times the fees paid for the affected Services for the downtime portion of the month. This is calculated by dividing Downtime by the total number of minutes in the calendar month. Customers must report the failure and request Service Credit within thirty (30) days of the end of the month.

To request a Service Credit, send an email to support@ciivsoft.com within thirty (30) days of the end of the month, including your registered email address and the previously reported dates and times of downtime.

If CiiVSOFT confirms eligibility, the Service Credit will be issued within thirty (30) days. Service Credits are not refunds, cannot be exchanged for cash, and can only be used against future billing charges. Service Credits are the sole and exclusive remedy for any failure to meet the Uptime Commitment.

Any capitalised terms not defined in this SLA have the meanings given in CiiVSOFT’s Terms of Service, available at ciivsoft.com/terms. References to “Services” also mean “CiiVSOFT Products” as used in the Terms of Service.

As CiiVSOFT evolves, we may change our SLA, so we encourage you to regularly check this page for updates.