Service Level Agreement

1. Introduction

The FixedOps Innovations Services are designed to support client operational workflows through coordinated hosted services, deployment coverage, connectivity, processing activity, synchronization activity, production activity, and ongoing cooperation between FixedOps Innovations and Client personnel.

This Service Level Agreement describes the general availability, processing, synchronization, maintenance, support-reference, and operational dependency framework applicable to the Services. It is intended to establish clear service objectives and operational expectations while recognizing that successful operation of the Services may depend on Client-managed systems, Management Software providers, third-party providers, network connectivity, endpoint availability, printer availability where applicable, Client cooperation, and other factors outside FixedOps Innovations’ reasonable control.

FixedOps Innovations will use commercially reasonable efforts to support reliable operation of the Services. This Service Level Agreement is intended to promote transparency, coordination, and practical issue resolution, and does not provide service credits, refunds, penalties, liquidated damages, or other financial remedies.

2. Availability and Service Objectives

2.1 Availability Objective

FixedOps Innovations will use commercially reasonable efforts to maintain the availability and operation of FixedOps Innovations-controlled Services. Availability and operation of the Services may depend on third-party providers, Client-managed systems, Management Software providers, network connectivity, endpoint availability, printer availability, Client cooperation, and other systems or conditions outside FixedOps Innovations’ reasonable control. Accordingly, availability objectives are operational commitments and do not constitute guaranteed uptime, service credits, or financial remedies.

2.2 No Service Credits

This Service Level Agreement does not provide service credits, refunds, fee reductions, penalties, liquidated damages, or other financial remedies. Client acknowledges that no fees are payable by Client under the Activation Agreement, and the availability, support, and operational commitments described in this Service Level Agreement are intended as service objectives only.

3. Processing and Operational Workflow Objectives

3.1 Processing and Operational Workflow Objective

FixedOps Innovations will use commercially reasonable efforts to process applicable repair order, warranty workflow, production, registration, distribution, reporting, and related operational activity in connection with the Services when required FixedOps Innovations-controlled systems, Client-managed systems, Management Software access, Authorized Location coverage, connectivity, configurations, printer access where applicable, and Client cooperation are available and functioning as reasonably required.

3.2 Management Software Synchronization Objective

FixedOps Innovations will use commercially reasonable efforts to support synchronization activity associated with FixedOps Sync when required FixedOps Innovations-controlled systems, Management Software access, Client-managed systems, Authorized Location coverage, connectivity, configurations, and Client cooperation are available and functioning as reasonably required. Synchronization availability, timing, and completeness may be affected by Client’s Management Software provider, Client systems, access restrictions, workflow changes, connectivity, third-party provider conditions, or other dependencies outside FixedOps Innovations’ reasonable control.

3.3 Production, Registration, Distribution, and Output Objective

FixedOps Innovations will use commercially reasonable efforts to support production, registration, distribution, reporting, document generation, and related output activity associated with the Services when required FixedOps Innovations-controlled systems, Client-managed systems, Management Software access, Authorized Location coverage, connectivity, configurations, printer access where applicable, and Client cooperation are available and functioning as reasonably required.

4.1 Maintenance

FixedOps Innovations may perform planned maintenance, updates, patches, configuration changes, improvements, or other maintenance activities reasonably necessary to support, secure, maintain, improve, or operate the Services. FixedOps Innovations may also perform emergency maintenance without advance notice when reasonably necessary to address security, availability, integrity, performance, or operational concerns. Maintenance activities may temporarily affect availability or operation of the Services.

FixedOps Innovations may take reasonable actions, including emergency maintenance, temporary suspension, access restriction, configuration changes, or other protective measures, when FixedOps Innovations determines such actions are reasonably necessary to protect the security, integrity, availability, or operation of the Services, Client Data, Customer Information, FixedOps Innovations systems, Client environments, or third-party systems. Security incidents and related notice obligations are addressed under the Data Processing and Security Addendum and FixedOps Innovations’ applicable information security and incident response policies.

4.3 Temporary Suspension

FixedOps Innovations may temporarily suspend or restrict affected Services, access, functionality, integrations, processing activity, synchronization activity, or related operations where FixedOps Innovations reasonably determines that such action is necessary due to a security risk, prohibited use, material interference with the Services, unauthorized access, risk to Client Data or Customer Information, risk to FixedOps Innovations systems, or risk to third-party systems. FixedOps Innovations will use commercially reasonable efforts to limit any suspension or restriction to the affected Services, Authorized Locations, users, systems, or functionality where reasonably practicable.

5. Service Level Agreement Exclusions and Dependencies

5.1 Exclusions and Dependencies

This Service Level Agreement does not apply to unavailability, delays, interruptions, degradation, processing issues, support issues, or other Service impacts caused by or related to: (a) Client-managed systems, workstations, endpoints, networks, internet connectivity, printers, security tools, access controls, or operational environments; (b) Client’s Management Software provider, third-party administrators, vendors, service providers, or other third-party systems not controlled by FixedOps Innovations; (c) Client’s failure to maintain required Authorized Location coverage, connectivity, whitelisting, printer access, configurations, cooperation, or operational contacts; (d) planned or emergency maintenance; (e) misuse, unauthorized use, prohibited uses, or interference with the Services; (f) changes to Client workflows, systems, Management Software access, repair order processes, or related environments; (g) upstream cloud, AI, database, authentication, storage, hosting, communications, or infrastructure providers; or (h) force majeure events or other circumstances outside FixedOps Innovations’ reasonable control.

6. Support Reference

6.1 Support Objectives

Support response objectives, support coordination practices, severity levels, escalation, and support-related communications are described in the Support Policy available at www.fixedopsinnovations.com/support.

7. Policy Updates

7.1 Updates to Service Level Agreement

FixedOps Innovations may periodically update or refine this Service Level Agreement in accordance with the MSA, including to reflect changes in the Services, support practices, operational dependencies, third-party provider relationships, security practices, maintenance practices, or client deployment models.