Service Level Agreement

This Service Level Agreement (“SLA”) describes the service availability, support commitments and incident response standards applicable to Opei Business Suite (“Platform”), operated by Opei Technologies LLC (“Opei”, “we”, “our”, or “us”).

This SLA forms part of the Opei Business Suite Terms of Service unless superseded by a separate written enterprise agreement.

This SLA applies only to the technology services provided directly by Opei Technologies LLC.

This SLA covers:

• Platform availability;
• web application availability;
• mobile application availability;
• API availability;
• customer support;
• incident response;
• maintenance;
• disaster recovery;
• service credits where applicable.

This SLA does not apply to services provided by independent third parties, including:

• banks;
• payment processors;
• card issuers;
• foreign exchange providers;
• remittance providers;
• internet service providers;
• cloud providers outside Opei's control.

Opei aims to maintain high Platform availability.

Standard Availability Target: 99.9% monthly uptime

Monthly uptime excludes:

• scheduled maintenance;
• emergency maintenance;
• customer-caused outages;
• internet failures outside Opei's control;
• failures caused by third-party providers;
• force majeure events.

Availability is measured monthly.

Scheduled maintenance is necessary to improve security, performance and reliability. Where reasonably practicable:

• maintenance will be performed during low-usage periods;
• advance notice will be provided through the Platform, email or status page;
• maintenance windows will be kept as short as reasonably possible.

Scheduled maintenance does not count toward uptime calculations.

Opei may perform emergency maintenance without prior notice where necessary to:

• protect customer data;
• address critical security vulnerabilities;
• restore Platform stability;
• comply with legal obligations.

Emergency maintenance is excluded from uptime calculations where immediate action is reasonably necessary.

Priority 1 (Critical) — Platform unavailable for all customers, authentication unavailable, major API outage, data corruption affecting production, or critical security incident.

• Target Initial Response: within 1 hour
• Target Update Frequency: every 2 hours while actively managed

Priority 2 (High) — Major feature unavailable, significant performance degradation, widespread API errors, or service partially unavailable.

• Target Initial Response: within 4 business hours
• Target Update Frequency: at least once each business day until resolved or stabilised

Priority 3 (Medium) — Individual feature malfunction, minor API issues, or limited customer impact.

• Target Initial Response: within 1 business day

Priority 4 (Low) — Cosmetic issues, documentation corrections, general product questions, or feature requests.

• Target Initial Response: within 3 business days

Support requests may be submitted through:

• the Platform;
• designated support channels;
• email; or
• other methods published by Opei.

Support is provided in English unless otherwise agreed. Enterprise customers may receive enhanced support under separate agreements.

Customers are responsible for:

• maintaining internet connectivity;
• maintaining supported devices;
• using supported browsers and software versions;
• providing sufficient diagnostic information;
• reporting issues promptly;
• maintaining appropriate security controls.

Customers should include:

• account information;
• description of the issue;
• screenshots where available;
• timestamps;
• affected users;
• reproduction steps where possible.

Providing accurate information assists Opei in resolving incidents more efficiently.

Opei maintains business continuity and disaster recovery procedures designed to restore Platform operations following significant disruptions.

Recovery priorities may vary depending on the nature and severity of the incident.

Specific recovery time objectives are internal operational targets and may be updated as Opei's infrastructure evolves.

Opei performs regular backups of systems and data where appropriate.

Backups are maintained to support disaster recovery and operational resilience.

Customers remain responsible for maintaining copies of critical business records where appropriate.

Where a customer is entitled to service credits under this SLA, credits apply only to subscription fees paid directly to Opei Technologies LLC.

Unless otherwise agreed in writing, service credits are the customer's sole contractual remedy for qualifying failures to meet the monthly uptime target.

• 99.9% or higher: no credit
• 99.0% to 99.89%: 5% of the affected monthly subscription fee
• 95.0% to 98.99%: 10% of the affected monthly subscription fee
• Below 95.0%: 25% of the affected monthly subscription fee

Service credits are applied to future invoices, are not redeemable for cash unless required by law, and must be requested within 30 days of the affected month.

This SLA does not apply to interruptions resulting from:

• customer misuse;
• unsupported software;
• internet failures;
• force majeure;
• third-party provider outages;
• customer configuration errors;
• unauthorised modifications;
• denial-of-service attacks beyond Opei's reasonable control;
• legal or regulatory restrictions.

Opei Technologies LLC provides software and technology services.

Availability of banking, payment processing, virtual card issuing, remittance or other regulated financial services depends on independent licensed providers.

Opei does not guarantee the availability, performance or response times of third-party financial services.

Opei continuously monitors Platform performance to identify:

• availability issues;
• infrastructure failures;
• API performance;
• security events;
• operational anomalies.

Monitoring data may be used to improve Platform reliability.

Opei may update this SLA from time to time. Material changes will be communicated through reasonable notice, including the Platform, email or our website. Updated versions become effective on the stated effective date.

Questions regarding this SLA or service availability may be directed to:

Opei Technologies LLC

Support: support@opei.business

General Enquiries: info@opei.business

Website: https://opei.business