This Enterprise Service Level Agreement ("Enterprise SLA" or "SLA") describes the service level commitments that Delalify ("Company", "we", "us", or "our") makes to enterprise customers ("Customer", "you", or "your") for the availability and support of our services.

This SLA is incorporated into and forms part of the Agreement between Delalify and Customer. Capitalized terms not defined in this SLA have the meanings given to them in the Agreement or our Terms of Service.

Effective Date

This Enterprise Service Level Agreement is effective as of November 7th, 2025.

Scope and Eligibility

This Enterprise SLA applies exclusively to customers who have purchased an Enterprise subscription plan. Standard and Professional plan customers are subject to different service levels and support terms as outlined in their respective subscription agreements.

Delalify operates two distinct platform offerings, each with specific service level commitments tailored to their unique characteristics and use cases:

Delalify Apps Platform

The Delalify Apps Platform consists of our suite of end-user Software-as-a-Service (SaaS) applications designed to enhance productivity, communication, and business operations. This platform includes:

• People: Contact and relationship management
• Channels: Communication and messaging services
• OneCloud: Cloud storage and file management
• Teams: Unified access control across all Delalify applications
• Commerce: E-commerce platform and transaction processing
• Builder: Website and application building tools
• Wallet: Digital wallet and payment services
• Tables: Data management and database services

These applications are designed for direct use by businesses and individuals, with interfaces optimized for end-user interaction and productivity. The Apps Platform focuses on delivering consistent, reliable service to support your daily business operations.

Delalify Conjoin Platform

The Delalify Conjoin Platform is our cloud infrastructure and developer platform, providing the building blocks for developers to create, deploy, and scale their own applications. Conjoin offers:

• Conjoin Messaging: SMS, email, and messaging services
• Conjoin Auth: User authentication and identity management
• Conjoin Storage: Object storage and file management
• Conjoin Database: Managed database services
• Conjoin AI: Machine learning and artificial intelligence APIs
• Conjoin Billing: Payment processing and subscription management
• Conjoin Relay: Event-driven serverless messaging, webhooks, queues, and scheduling.

Conjoin is a developer-first platform that serves as the foundation for building modern applications. As a critical infrastructure layer, Conjoin maintains higher uptime commitments and provides specialized developer support to ensure your applications remain operational and performant.

Key Differences

The primary distinction between these platforms lies in their purpose and audience. The Apps Platform delivers complete, ready-to-use business applications, while the Conjoin Platform provides the underlying infrastructure and APIs for developers to build custom solutions. Consequently, each platform has service-specific SLA terms, support processes, and uptime commitments that reflect their distinct roles in your technology ecosystem.

Uptime Guarantee

Delalify is committed to providing reliable, high-availability services to enterprise customers. We guarantee the following minimum uptime percentages, calculated on a monthly basis:

How Uptime is Calculated

Uptime percentage is calculated as follows for each calendar month:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Downtime is defined as the period during which the applicable service is unavailable to Customer. A service is considered unavailable when Customer cannot access the core functionality of the service due to issues within Delalify's control.

Downtime Measurement: Downtime is measured from the moment Delalify's monitoring systems detect the service disruption or Customer reports a verifiable outage (whichever occurs first) until the service is restored to normal operation as confirmed by our monitoring systems.

Service-Specific Availability

Within the Delalify Apps Platform, each individual application (People, Channels, OneCloud, Teams, Commerce, Builder, Wallet, Tables) is independently measured for uptime. If one application experiences downtime, it does not affect the uptime calculation of other services.

Similarly, within the Delalify Conjoin Platform, different API services and infrastructure components have independent uptime measurements. API-level uptime is measured based on the successful response rate (HTTP 2xx status codes) for API requests to each service endpoint.

Regional Availability

For services that offer multi-region deployment (particularly Conjoin), uptime is calculated on a per-region basis. If Customer has deployed resources across multiple regions and one region experiences downtime while others remain operational, only the affected region is counted toward downtime for uptime calculations and service credit eligibility.

Scheduled Maintenance

Delalify may perform scheduled maintenance on the services from time to time. Scheduled maintenance is excluded from uptime calculations when the following conditions are met:

• Customer is provided with at least seven (7) calendar days advance notice via email to the administrative contact on record and notification on the applicable status page
• Maintenance is performed during designated maintenance windows (typically low-traffic periods)
• Maintenance duration does not exceed four (4) hours per occurrence
• Scheduled maintenance does not occur more than once per calendar month per service

For critical security patches or emergency maintenance required to protect the integrity, security, or availability of the services, Delalify may perform maintenance with shorter notice periods. Such emergency maintenance will be communicated as soon as reasonably possible and may be excluded from uptime calculations if the maintenance was necessary to prevent or mitigate a security threat.

Support Channels

Enterprise customers have access to dedicated support through the following channels, with Slack as the primary channel for faster, more reliable response times:

• Slack Support (Primary Channel): Direct access to our enterprise support team through a dedicated private Slack channel. This is the fastest and most reliable way to get support, with real-time communication and threaded conversations for better context. Your dedicated Slack channel will be provisioned upon enterprise subscription activation.
• Phone Support: Dedicated phone line for critical P1 issues requiring immediate attention (provided upon enterprise subscription activation per request)
• Business Solutions Architect: Assigned business solutions architect for strategic guidance, account reviews, and escalations
• Support Portal: Web-based ticket management system for tracking support requests and documentation
• Email Support (Secondary): Email access available at support@delalify.com for non-urgent matters or when Slack is unavailable

Support Availability Hours

Delalify provides enterprise support during the following hours:

• Business Hours Support: Monday through Friday, 9:00 AM to 5:00 PM UTC. Available for all severity levels (P1, P2, P3, P4).
• Extended Hours Support: For Critical (P1) and High (P2) severity issues, support is available 24 hours a day, 7 days a week, including weekends and holidays.

Response times are measured from the moment a support request is received through any of our support channels during the applicable support hours. Slack is the primary support channel and typically provides the fastest response times. For requests submitted outside business hours for P3 and P4 issues, the response time clock begins at the start of the next business day.

Issue Severity Levels

Support issues are classified into four severity levels based on their impact on your operations:

Response Time Commitments

The following table summarizes our response time commitments for each severity level. Response time is measured from the moment we receive your support request to our first substantive response.

Severity Classification

When you submit a support request, you may indicate your assessment of the severity level. However, Delalify reserves the right to reclassify the severity level based on our evaluation of the actual impact and scope of the issue. If we reclassify a ticket to a lower severity level, we will notify you with an explanation of our reasoning. You may request escalation if you disagree with the classification.

Escalation Procedures

If you are not satisfied with the progress or response to your support request, you may escalate the issue through the following channels:

1. Technical Escalation: Request escalation to a senior support engineer or technical lead through your support ticket or by contacting your assigned Business Solutions Architect
2. Management Escalation: For unresolved issues, contact the Support Manager at support-escalation@delalify.com
3. Executive Escalation: For critical business impacts, escalate to the Head of Customer Success through your Business Solutions Architect or at executive-support@delalify.com

We commit to acknowledging escalations within one (1) hour for P1/P2 issues and within four (4) business hours for P3/P4 issues.

Support Languages

Enterprise support is primarily provided in English. Additional language support may be available upon request and subject to availability. Please contact your Business Solutions Architect to discuss multilingual support options.

Service Credit Eligibility

If Delalify fails to meet the uptime commitments specified in this SLA, you may be eligible for service credits as described below. Service credits represent your sole and exclusive remedy for any failure by Delalify to meet the service level commitments.

Service Credit Calculation

Service credits are calculated as a percentage of the monthly subscription fees paid for the affected service during the month in which the downtime occurred. The service credit percentage is determined by the actual uptime achieved during the calendar month:

Delalify Apps Platform Service Credits

Delalify Conjoin Platform Service Credits

Service Credit Request Process

To request service credits, you must:

1. Submit a service credit request within thirty (30) calendar days of the end of the month in which the downtime occurred
2. Provide the following information:
   • Your account name and contact information
   • The specific service(s) affected by the downtime
   • The dates and times of the downtime (in UTC or your local time zone)
   • Any error messages, logs, or other documentation supporting your claim
   • Description of the impact to your business operations
3. Send the request to support-escalation@delalify.com with the subject line "Service Credit Request - [Your Account Name] - [Month/Year]"

We will evaluate your service credit request and respond within fifteen (15) business days. If approved, the service credit will be applied to your account within thirty (30) days and will appear as a credit toward future subscription fees. Service credits have no cash value and cannot be transferred or applied to any other account.

Service Credit Limitations

The following limitations apply to service credits:

• Maximum Credit: The maximum total service credit for any single calendar month cannot exceed the amount you paid for the affected service during that month. Service credits do not roll over to subsequent months.
• Service-Specific Credits: Service credits are calculated and applied on a per-service basis. Downtime affecting one service does not entitle you to credits for other unaffected services.
• No Refunds: Service credits may only be used toward future subscription fees and cannot be redeemed for cash refunds or applied retroactively to past invoices.
• Termination: If you terminate your subscription, any unused service credits will be forfeited. Service credits cannot be transferred if you change subscription plans or migrate to a different service tier.

Aggregate Liability Cap

Notwithstanding anything in this SLA or the Agreement, the aggregate amount of service credits provided to you in any twelve (12) month period shall not exceed fifty percent (50%) of the total amount paid by you for the affected services during that twelve-month period. This limitation does not affect any other limitations of liability set forth in the Agreement.

Status Pages

Delalify maintains dedicated status pages for real-time service health monitoring and incident communication:

• Delalify Apps Platform Status: status.delalify.com
  Provides real-time status updates for People, Channels, OneCloud, Teams, Commerce, Builder, Wallet, and Tables services
• Delalify Conjoin Platform Status: status.conjoin.delalify.com
  Provides real-time status updates for Conjoin APIs, infrastructure services, and regional availability

These status pages display current service status, historical uptime data, scheduled maintenance windows, and active incidents. You can subscribe to receive automatic notifications via email, SMS, or webhook when service status changes or incidents are reported.

Incident Notification

When a service incident occurs that affects uptime or service availability, Delalify will provide timely communication through multiple channels:

• Initial Notification: Within fifteen (15) minutes of detecting a P1 incident or within one (1) hour for P2 incidents, we will post an initial incident report on the applicable status page
• Ongoing Updates: We will provide regular updates on incident investigation and resolution progress at intervals appropriate to the severity level (typically every 30-60 minutes for P1, every 2-4 hours for P2)
• Resolution Notice: When the incident is resolved, we will post a resolution notice on the status page and send notifications to subscribed customers
• Post-Incident Review: For P1 and significant P2 incidents, we will publish a post-incident review within five (5) business days, detailing the root cause, impact, resolution steps, and preventive measures

Customer Incident Reporting

If you experience service issues that are not reflected on our status pages, please report them immediately through your dedicated Slack channel (preferred) or other available support channels. When reporting an incident, provide:

• Detailed description of the issue and its business impact
• Affected service(s) and approximate start time of the issue
• Number of users impacted and geographic regions affected
• Error messages, screenshots, or logs (if applicable)
• Steps to reproduce the issue (if applicable)

Our support team will investigate your report and update our monitoring and status pages accordingly if the issue is confirmed to be a service-wide incident.

Incident Severity Classification

Internal incidents are classified based on their scope and impact:

• Service Outage (P1): Complete unavailability of a service affecting all customers or a critical infrastructure failure
• Service Degradation (P2): Significant performance degradation or partial functionality loss affecting multiple customers
• Limited Impact (P3): Minor issues affecting a small subset of customers or specific features with available workarounds

Maintenance Notifications

For scheduled maintenance that may impact service availability, Delalify will provide advance notice as follows:

• Standard Maintenance: At least seven (7) calendar days advance notice via email and status page announcement
• Emergency Maintenance: As much advance notice as reasonably possible, but potentially with less than 24 hours notice if required to address critical security or stability issues

Maintenance windows are typically scheduled during periods of lowest expected usage and are designed to minimize customer impact. We strive to complete maintenance within the scheduled timeframe and will communicate any extensions or complications promptly.

Excluded Downtime

The following types of service unavailability or performance issues are excluded from uptime calculations and do not qualify for service credits:

1. Scheduled Maintenance

Planned maintenance windows for which Delalify has provided at least seven (7) calendar days advance notice, provided such maintenance does not exceed four (4) hours per occurrence and does not occur more than once per month per service.

2. Emergency Maintenance

Unscheduled maintenance performed to address critical security vulnerabilities, prevent data loss, or respond to imminent threats to service stability, provided Delalify notifies customers as soon as reasonably possible.

3. Customer-Caused Issues

Unavailability or performance degradation resulting from:

• Customer's use of the services in violation of the Agreement or acceptable use policies
• Customer's misuse, abuse, or excessive use of services that negatively impacts performance (e.g., generating traffic spikes significantly exceeding historical usage patterns without prior notification)
• Customer's failure to follow documented operational guidelines or best practices
• Customer's applications, content, or configurations (e.g., inefficient database queries, poorly optimized code, resource exhaustion)
• Actions or omissions of Customer's users, employees, contractors, or agents

4. Third-Party Services and Dependencies

Unavailability or performance issues caused by:

• Third-party services, APIs, or integrations not operated by Delalify (e.g., payment processors, email delivery services, external authentication providers)
• Internet service providers, network connectivity issues, or DNS resolution problems outside Delalify's control
• Third-party software, hardware, or infrastructure failures
• Content delivery network (CDN) or edge caching service issues

5. Force Majeure Events

Service disruptions resulting from events beyond Delalify's reasonable control, including:

• Natural disasters (earthquakes, floods, hurricanes, fires, severe weather events affecting data center facilities)
• Acts of war, terrorism, civil unrest, or government actions
• Labor disputes, strikes, or workforce shortages not involving Delalify employees
• Epidemics, pandemics, or public health emergencies mandating facility closures or operational restrictions
• Power failures, telecommunications failures, or utility outages
• Cyberattacks, denial-of-service attacks, or malicious actions directed at our infrastructure

6. Beta, Preview, and Trial Features

Services, features, or functionalities designated as beta, preview, experimental, trial, or similar pre-release status are provided "as-is" without uptime commitments or service credit eligibility. These services are explicitly excluded from this SLA until they are generally available.

7. Free Tier and Promotional Services

Services provided at no charge, including free tier usage, promotional credits, or trial periods, are not covered by this Enterprise SLA and are not eligible for service credits.

8. Degraded Performance Within SLA

Performance degradation that does not result in complete unavailability and that does not cause uptime to fall below the committed threshold is excluded. However, significant and recurring performance issues should be reported to support for investigation and resolution.

9. Customer's Failure to Report Issues Timely

If Customer experiences service issues but fails to report them to Delalify support within seventy-two (72) hours of the issue occurring, and such issues are not independently detected by Delalify's monitoring systems, the unreported downtime may be excluded from uptime calculations.

10. Suspension or Termination

Service unavailability resulting from Delalify's suspension or termination of Customer's access to the services for breach of the Agreement, non-payment, or violation of acceptable use policies.

Partial Outages

For services with multiple components, features, or geographic regions, partial outages affecting only a subset of functionality or regions are calculated proportionally. For example, if only one of four geographic regions experiences downtime, only 25% of the downtime duration counts toward uptime calculations for customers using that region.

Measurement Disputes

Delalify's monitoring data and records will be the definitive source for determining uptime percentages and service credit eligibility. If you dispute our calculations, you may submit supporting evidence for our review. We will investigate disputes in good faith and adjust calculations if warranted by the evidence provided.

Account Management

To ensure optimal service delivery and support, customers are responsible for:

• Maintaining accurate and current contact information, including administrative email addresses, phone numbers, and designated technical contacts
• Promptly updating contact information when changes occur to ensure you receive important service notifications, security alerts, and incident communications
• Designating and maintaining a primary point of contact for escalations and critical communications
• Ensuring authorized personnel have appropriate access credentials and permissions
• Implementing appropriate access controls and user management within your account

Service Configuration and Usage

Customers are responsible for:

• Properly configuring services according to documented guidelines and best practices provided in our knowledge base and documentation
• Implementing application-level error handling, retry logic, and failover mechanisms appropriate for your use case
• Monitoring your own applications and infrastructure that depend on Delalify services
• Designing applications to gracefully handle service degradation or temporary unavailability
• Following capacity planning guidelines and notifying Delalify in advance of expected significant traffic increases or usage pattern changes
• Implementing appropriate data backup and disaster recovery procedures for your content and data

Reporting and Communication

Customers must:

• Report service issues, outages, or performance problems to Delalify support in a timely manner, preferably within seventy-two (72) hours of occurrence
• Provide accurate and complete information when opening support tickets or reporting incidents
• Respond to requests for information from Delalify support in a timely manner to facilitate troubleshooting and resolution
• Escalate issues appropriately based on severity and business impact, using the escalation procedures outlined in this SLA
• Subscribe to status page notifications to receive proactive updates about service incidents

Compliance and Best Practices

Customers are expected to:

• Use services in compliance with the Agreement, acceptable use policies, and applicable laws and regulations
• Follow security best practices, including implementing strong authentication, encrypting sensitive data, and regularly reviewing access logs
• Keep informed of service updates, feature releases, and deprecation notices by reviewing our documentation and announcements
• Participate in recommended security updates, patches, or configuration changes when notified
• Maintain appropriate licenses and subscriptions necessary to access enterprise-level features and support

Service Credit Claims

For service credit eligibility, customers must:

• Submit service credit requests within thirty (30) calendar days of the end of the month in which downtime occurred
• Provide documentation supporting the claim, including timestamps, error messages, screenshots, and business impact description
• Maintain records of service issues and downtime for verification purposes
• Cooperate with Delalify's investigation of service credit claims

Changes to This SLA

Delalify reserves the right to modify this Enterprise SLA from time to time to reflect changes in our services, industry practices, or business requirements. We will provide notice of material changes as follows:

• Advance Notice: We will provide at least sixty (60) calendar days advance notice of any material changes that reduce our uptime commitments, increase response times, or otherwise materially decrease the service levels provided
• Notification Methods: Notice will be sent via email to the administrative contact on record and posted on our website and status pages
• Effective Date: Changes will become effective on the date specified in the notice, which will not be less than sixty (60) days from the date of notification for material changes

If you do not agree to the modified SLA, you may terminate your subscription in accordance with the terms of the Agreement. Continued use of the services after the effective date of the changes constitutes your acceptance of the modified SLA.

Relationship to Other Agreements

This Enterprise SLA is incorporated into and forms part of the Agreement between Delalify and Customer. In the event of any conflict between the terms of this SLA and other documents, the following order of precedence applies:

1. Any written amendment or addendum specifically executed to modify this Enterprise SLA
2. This Enterprise Service Level Agreement
3. The Agreement or Master Services Agreement between Delalify and Customer
4. Delalify Terms of Service
5. Other policies and documentation referenced in the Agreement

Limitation of Liability

Service credits are your sole and exclusive remedy for any failure by Delalify to meet the service level commitments set forth in this SLA. To the maximum extent permitted by applicable law, Delalify's total liability arising out of or related to this SLA, whether in contract, tort, or under any other theory of liability, shall not exceed the service credits provided to you under this SLA.

For the avoidance of doubt, the limitations of liability set forth in the Agreement continue to apply, and service credits provided under this SLA count toward the aggregate liability cap specified in the Agreement.

Service Level Reviews

Enterprise customers may request quarterly business reviews with their assigned Business Solutions Architect to discuss service performance, uptime statistics, support ticket metrics, and areas for improvement. These reviews provide an opportunity to:

• Review actual uptime and performance against SLA commitments
• Discuss any service incidents or outages that occurred during the period
• Identify optimization opportunities and best practices
• Address any concerns or feedback regarding service quality or support
• Plan for capacity increases, feature adoption, or architectural changes

Interpretation

In this SLA, unless the context requires otherwise: (a) headings are for convenience only and do not affect interpretation; (b) words in the singular include the plural and vice versa; (c) references to sections are references to sections of this SLA; (d) "include," "includes," and "including" are deemed to be followed by "without limitation"; and (e) references to "days" mean calendar days unless otherwise specified as business days.

Severability

If any provision of this SLA is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the validity, legality, and enforceability of the remaining provisions shall not be affected or impaired. The parties shall negotiate in good faith to replace any invalid, illegal, or unenforceable provision with a valid, legal, and enforceable provision that achieves, to the greatest extent possible, the original intent and economic effect.

Survival

Provisions of this SLA that by their nature should survive termination or expiration of the Agreement shall survive, including but not limited to sections relating to service credit claims for downtime occurring prior to termination, limitation of liability, and general terms.

Governing Law

This SLA shall be governed by the same governing law provisions as set forth in the Agreement. For customers contracting with Delalify Ltd (Ghana), the laws of Ghana apply. For customers contracting with Delalify LLC (USA), the laws of the State of Delaware apply, without regard to conflict of law principles.

Entire Agreement

This SLA, together with the Agreement and any referenced documents, constitutes the entire agreement between you and Delalify regarding service levels and support for the services and supersedes all prior or contemporaneous understandings, agreements, representations, and warranties, both written and oral, with respect to such subject matter.

For questions, concerns, or clarifications regarding this Enterprise Service Level Agreement, please contact:

Service Status and Monitoring

• Delalify Apps Platform Status: status.delalify.com
• Delalify Conjoin Platform Status: status.conjoin.delalify.com