Service Level Objective

Last Updated: May 2026

This Service Level Objective (“SLO”) is incorporated by reference into the Neto Software as a Service Agreement (the “Agreement”) between Techneto Corp. d/b/a Neto (“Provider”) and Customer. Capitalized terms not defined herein have the meanings given in the Agreement.

1. Purpose

This SLO sets forth Provider’s operational target for Service availability. The SLO is not a guarantee of performance and is not a service level agreement. Failure to meet the SLO does not constitute a breach of the Agreement and does not give rise to any credit, refund, penalty, or other remedy in favor of Customer.

2. Availability Target

Provider will use commercially reasonable efforts to make the Services available 99.9% of the time in each calendar month, measured on a monthly basis (“Monthly Uptime Target”), excluding Excused Downtime as defined in Section 4 below.

Monthly Uptime Percentage is calculated as follows:

Monthly Uptime % = ((Total Minutes in Month − Unexcused Downtime Minutes) ÷ Total Minutes in Month) × 100

3. Scheduled Maintenance Windows

Provider may perform scheduled maintenance on the Services that may result in temporary unavailability. Provider will use commercially reasonable efforts to:

(i) provide Customer with at least seventy-two (72) hours’ advance notice of any scheduled maintenance window via email to Customer’s account contact and/or notice through the Neto Customer Portal;

(ii) schedule maintenance exclusively during standard weekday business hours (9:00 AM to 5:00 PM Mountain Standard Time, Monday through Friday, excluding federal holidays), except in the case of emergency maintenance; and

(iii) minimize the duration and impact of maintenance windows where practicable.

Customer acknowledges that emergency maintenance may be required at any time to address critical security vulnerabilities or system failures. In such cases, Provider will provide notice as soon as reasonably practicable under the circumstances.

4. Excused Downtime

The following shall not be counted as downtime for purposes of calculating the Monthly Uptime Percentage:

(i) Scheduled maintenance windows for which Provider provided at least seventy-two (72) hours’ advance notice;

(ii) Emergency maintenance necessary to address critical security vulnerabilities or imminent threats to system integrity;

(iii) Downtime caused by or attributable to Customer’s acts or omissions, including misuse of the Services, failure to meet minimum system requirements, or Customer’s network or infrastructure issues;

(iv) Downtime caused by Third-Party Products or services not within Provider’s reasonable control, including telecommunications carriers, internet service providers, cloud infrastructure providers, or other upstream vendors;

(v) Force majeure events as described in the Agreement; or

(vi) Downtime caused by Customer’s failure to implement updates, patches, or configuration changes recommended by Provider.

5. Reporting

Provider will use commercially reasonable efforts to maintain a status page or provide periodic communication to customers regarding known Service disruptions. Customer may report suspected outages or performance issues to Provider’s support team at support@neto.ci.

6. No Remedy

For the avoidance of doubt, this SLO does not create any contractual obligation on the part of Provider to meet the availability target, and no failure to meet the Monthly Uptime Target shall give rise to any right of termination, refund, service credit, damages, or other remedy under the Agreement or otherwise. Provider’s sole commitment is to use commercially reasonable efforts to achieve the SLO.