Service Level Agreement

CONCEPT INTERACTIVE INC. - SERVICE LEVEL AGREEMENT – CONCEPT SUITE SOLUTION

LAST UPDATED ON: September 7, 2021

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1. Purpose and Scope

This premiere Service Level Agreement (“SLA”) defines the service standards, availability commitments, support structure, and operational practices applicable to the SchoolBundle™ Software-as-a-Service platform (the “Services”) provided by Concept Interactive Inc. (“Service Provider”) to its customers (“Customer”).

This SLA forms part of and is incorporated into the governing Customer Agreement. The Services are delivered under a standardized SaaS model to ensure consistent performance, support, and product integrity across all customers.

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2. Support Services

2.1 Support Availability

The Service Provider delivers a structured support model combining North American business-hour coverage with global operational continuity.

Business Hours Support

• 8:30 AM – 6:00 PM Eastern Time (EST), Monday to Friday (excluding statutory holidays)
• Phone: 905.542.1678
• Email: support@schoolbundle.ca
• Direct Delivery Manager access

Extended Support

• 24/7 monitoring and support coverage for Critical Incidents (Severity 1)
• After-hours requests are acknowledged via email with escalation to phone support based on severity

Support services are delivered across Canadian and Asia-based teams to ensure continuous coverage.

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2.2 Incident Response and Escalation

The Service Provider maintains a defined escalation framework with named contacts and structured response procedures.

Target Initial Response Time

• Within 30 minutes during business hours
• Critical incidents prioritized at all times

Severity Levels

• Severity 1 (Critical): Complete outage or system-wide failure
• Severity 2 (High): Significant degradation impacting multiple users
• Severity 3 (Medium): Functional issue with workaround available
• Severity 4 (Low): General request or minor issue

Critical incidents are escalated to senior operational leadership where required.

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3. Training and Knowledge Transfer

3.1 Ongoing Training

Training is provided on a continuous, as-requested basis and reflects the operational use of the platform within Customer environments.

Training may include:

• Staff onboarding
• Feature updates and enhancements
• Workflow optimization and refresher sessions

All training:

• Is delivered virtually
• Is scheduled collaboratively
• Is tailored to user roles
• Focuses on practical application

Training is included at no additional cost.

3.2 Knowledge Center

The Service Provider maintains a secure Knowledge Center available to authorized users.

This includes:

• User documentation
• Governance and workflow guidance
• Product and feature information

This supports long-term adoption and self-directed learning.

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4. Infrastructure and Availability

4.1 Hosting Environment

The Services are hosted within enterprise-grade cloud infrastructure, including Microsoft Azure Canadian data centres, providing secure, scalable, and compliant hosting.

4.2 Availability Commitment

The Service Provider measures and monitors service availability using its own internal monitoring, logging, and incident management systems (the “SaaS Uptime Metric”).

The Service Provider targets a minimum availability of 99.9% uptime, measured on a quarterly basis.

For the purposes of this SLA:

• Availability is defined as the ability of users to access and use the core functionality of the SchoolBundle™ application
• The SaaS Uptime Metric applies solely to the SchoolBundle™ software and services under the direct operational control of the Service Provider
• Availability is determined by the Service Provider acting reasonably and in good faith, and applied consistently across all customers
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5. Service Credits

Where the Service Provider’s measured SaaS Uptime Metric falls below the applicable target, the Customer shall be eligible for service credits in the form of extensions to the SaaS term:

Quarterly UptimeClassificationService Credit99.9% – 100%Meets TargetNo credit99.0% – 99.5%Tolerable1 dayBelow 99.0%Unacceptable2 days

Additional Terms

• Service Credits are based solely on the Service Provider’s internal measurement
• Service Credits are cumulative across quarters
• Total Service Credits are capped at five (5) days in any twelve (12) month period
• Service Credits extend the contract term at no cost to the Customer
• Renewal terms begin only after Service Credits are fully applied

Executive Escalation
Where uptime falls below 99.0% due to factors within the Service Provider’s control, both parties will escalate to executive-level representatives for review and remediation.

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6. Third-Party Services

The Services rely on third-party infrastructure, platforms, and service providers (collectively, “Third-Party Services”), including but not limited to cloud hosting, identity management, storage systems, and telecommunications networks.

For greater certainty:

• The Service Provider does not own or control Third-Party Services
• Any downtime, latency, or service disruption attributable to Third-Party Services is excluded from the SaaS Uptime Metric
• This exclusion applies regardless of whether such Third-Party Services are integral to the operation of the Services

The Service Provider will:

• Monitor third-party dependencies
• Escalate issues with third-party providers
• Take commercially reasonable steps to mitigate impact

However, the Service Provider is not responsible for failures caused by Third-Party Services.

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7. Standardization of Service

The Services are delivered under a standardized SaaS model.

Accordingly:

• All customers receive the same service levels and support structure
• Custom SLA terms are not provided unless agreed in writing

This ensures consistent service delivery and platform evolution.

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8. Limitations and Exclusions

The SaaS Uptime Metric excludes any downtime resulting from:

• Scheduled or emergency maintenance
• Customer-side configurations or misuse
• Internet or telecommunications failures
• Third-Party Services (as defined in Section 6)
• Force majeure events beyond reasonable control

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9. Continuous Improvement

The Service Provider is committed to ongoing improvement of:

• System performance and reliability
• Support responsiveness
• Training and knowledge delivery
• Product capabilities

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10. Governing Terms

This SLA is governed by and incorporated into the SchoolBundle™ Customer Agreement. In the event of conflict, the Customer Agreement shall prevail unless otherwise stated.

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