SERVICE LEVEL AGREEMENT

CONFIRM CONTROL – SERVICE LEVEL AGREEMENT

This Service Level Agreement (“SLA”) is a policy governing the use of the Confirm
Control Application (“Confirm Control”) under the terms of the Confirm Control Terms
and Conditions (“Terms and Conditions”) between Control Confirm ABN 12 669 088
288 (“we”, “us”, or “our”) and users of Confirm Control (“you” or “your”). This SLA
applies separately to each account using Confirm Control. Unless otherwise

1. Service Commitment

99.95% Uptime Guarantee: We commit that Confirm Control will be available 99.95% of the time in any calendar month. If we fail to meet this guarantee, and you meet your obligations under this SLA, you will be eligible for the credits described below.

2. Definitions

Monthly Uptime Percentage is calculated by subtracting from 100% the
percentage of minutes during the month in which Confirm Control was in the
state of Downtime. Monthly Uptime Percentage measurements exclude
downtime resulting directly or indirectly from any SLA exclusion.

Downtime means more than a five percent user error rate. Downtime is
measured based on server side error rate.

Service Credit means a credit denominated in percentage of the monthly service fees for Confirm Control, which we may credit back to an eligible Confirm Control account.

3. Service Commitments and Service Credits

Service Credits are calculated as a percentage of the total charges paid by
you for Confirm Control for the monthly billing cycle in which the Downtime
occurred in accordance with the schedule below:

Monthly Uptime Percentage	Service Credit Percentage
Less than 99.95% but equal to or greater than 99.0%	10%
Less than 99.0% but equal to or greater than 95.0%	30%
Less than 95.0%	50%

Credit Request and Payment Procedures: To receive a Service Credit, you must submit a claim by sending an email to [email protected]. Each claim must be received by us within thirty (30) business days of the occurrence of the incident of Downtime and must include the dates and times of each incident of Downtime you are claiming. If the Monthly Uptime Percentage applicable to the month of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which the error occurred. Service Credits will not entitle you to any refund or other payment from Confirm Control. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly service period is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account.

4. Support

Response Times: Our support team will respond to your helpdesk tickets within one hour during normal business hours (9 AM to 5 PM AEST, Monday through Friday). Responses may include email acknowledgements, requests for additional information, and updates on the status of issues.

Problem Resolution: While we will endeavor to resolve issues promptly, we do not guarantee resolution times. The resolution will depend on the complexity and severity of the issue encountered.

5. Exclusions

The Service Commitment does not apply to any unavailability, suspension, or
termination of Confirm Control, or any other Confirm Control performance issues:

1. That result from a suspension described in the Terms and Conditions;
2. Caused by factors outside of our reasonable control, including any force majeure event, Internet access, or related problems beyond the demarcation point of Confirm Control;
3. That result from any actions or inactions of you or any third party;
4. That result from the equipment, software, or other technology of you or any third party;
5. That result from failures of Confirm Control not attributable to Downtime; or
6. Arising from our suspension and termination of your right to use Confirm Control in accordance with the Terms and Conditions.

6. Modifications

We may modify this SLA upon thirty (30) days’ notice to you, which notice may be
provided by email or by posting a notice on our website. Such notice will indicate

when such changes will take effect. You may terminate this agreement if the
modification adversely affects your rights under this SLA.

SERVICE LEVEL AGREEMENT