Service Components
and Service Level Agreement

1. Service Components (Service Provision)

1.1 Scope of Services

Western Tactics provides the Customer with the Services as agreed in the Quotation. Unless stated otherwise in the Quotation, these Services also include Continuous Development and Customer Support as defined in this SLA.

1.2 Continuous Development (Updates)

Regular maintenance and updates: Western Tactics may maintain, modify, update, and further develop the Platform during the term. This includes bug fixes, security updates, patches, technical changes, improvements, and changes to functionalities. Western Tactics is not obliged to inform the Customer in advance of such changes, unless a change is expected to result in a material reduction in the core functionality of the Services or a material interruption in the availability of the Application or Platform.

1.3 Customer Support

The following support services are part of the Services:

1.3.1 Communication Channels

Authorized Administrators of the Customer may submit support requests ("Tickets") via:

• Email: support@westerntactics.com

Support is available in Dutch and English.

1.3.2 Support Hours (Business Days)

Support is available from Monday to Friday, from 09:00 to 17:00 Amsterdam time (CET/CEST) ("Support Hours"), with the exception of officially recognized Dutch public holidays. A day on which Support Hours apply is considered a "Business Day".

1.3.3 Response Times

The response time starts the moment a Ticket is correctly received during Support Hours. Western Tactics applies the following target response times:

• P1 – Critical: the Application is completely inaccessible or primary functionalities are unusable for a substantial part of the Users. Response time: within four (4) office hours.
• P2 – Major: an important functionality is severely limited, but the Application is not completely inaccessible. Response time: within one (1) Business Day.
• P3 – Minor: limited functional impact, visual bug, information request, or general support question. Response time: within two (2) Business Days.

Within the set response time, the Customer will receive a qualified response (a solution, or an initial assessment and action plan). If the Customer does not respond to a request for additional information from Western Tactics for five (5) Business Days, the Ticket may be closed automatically.

2. Availability (Uptime)

2.1 Availability & Categories

Western Tactics strives for the highest possible availability of the Application and the Platform. The Availability (Uptime) is calculated as follows per calendar month:

Availability = Uptime / (Uptime + Downtime) x 100%

The following impact categories apply to disruptions:

• P1 – Critical: the Application is completely inaccessible or primary functionalities are unusable for a substantial part of the Users. This is considered Downtime.
• P2 – Major: an important functionality is severely limited, but the Application is not completely inaccessible. This is considered Downtime.
• P3 – Minor: limited functional impact, visual bug, information request, or general support question. This is considered Uptime.

Unless expressly agreed otherwise in the Quotation, Western Tactics strives for an average monthly Availability of 99%. The availability and response levels included in this SLA are service objectives and do not entitle the Customer to service credits, refunds, or compensation, unless expressly agreed in writing in the Quotation.

2.2 Exceptions to Downtime (Maintenance)

The following situations are not counted as Downtime in the calculation of Availability:

• Planned maintenance: If planned maintenance is expected to result in a material interruption of the availability of the Application, Western Tactics will inform the Customer about this in advance, as far as reasonably possible. Planned maintenance can take place within the maintenance windows mentioned in this SLA (typically weekends between Saturday 09:00 and Sunday 18:00, or at night on business days between 23:00 and 07:00 Amsterdam time).
• Emergency maintenance: If immediate maintenance is necessary due to a security risk, serious malfunction, or other urgent circumstance, Western Tactics may perform this maintenance without prior notice. Western Tactics will inform the Customer about this as soon as reasonably possible if the emergency maintenance leads to a material interruption of the availability or otherwise has material consequences for the use of the Services.
• Force Majeure: Outages due to circumstances beyond the reasonable control of Western Tactics (as defined in the GTC under Force Majeure, including national internet outages or failure of external infrastructure providers).
• Customer-caused errors: Disruptions due to incorrect configuration or actions by the Customer in violation of the GTC.

3. Conditions of Use

The correct functioning of the Services depends on the technical configuration on the Customer's side, in particular the use of modern, up-to-date web browsers.

4. Other Provisions

Capitalized terms not defined in this document have the meaning assigned to them in the General Terms and Conditions (GTC) of Western Tactics. Article 7.4 of the General Terms and Conditions applies to non-compliance with this SLA.