Service Level Agreement

1.Definitions and interpretation

1. "Services" means the marketing and automation services described in your agreement or accepted quotation with the Digital Marketing division.
2. "Priority 1" means the service is unusable for you with no workaround. "Priority 2" means materially degraded with a workaround. "Priority 3" means a routine request or minor fault.
3. In this document, "the Company", "we", "us" and "our" mean AutoHive Artificial Intelligence (Pty) Ltd, registration number 2025/756077/07, trading as Digital Marketing, and "you" and "your" mean the person or entity dealing with us.
4. "Business day" means any day other than a Saturday, a Sunday or a South African public holiday, and "business hours" means 08:30 to 17:00 South African Standard Time on a business day.
5. "Writing" includes email, and "signed" includes a reliable electronic signature as recognised by South African law on electronic communications and transactions.
6. Headings are for convenience only and do not affect interpretation. The singular includes the plural and one gender includes the others.
7. Where any provision conflicts with a right you have under South African consumer protection or data protection legislation that cannot lawfully be excluded, that legislation prevails to the extent of the conflict.

2.What this SLA covers

1. This SLA applies to campaigns and automations we actively operate for you under a current engagement. It does not apply to work delivered and handed over without an operating retainer.
2. A live automation that stops, sends wrong content to real recipients, or acts outside its guardrails is a Priority 1 incident regardless of business hours, and its automation is paused first, then diagnosed.

3.Support hours and targets

1. Support hours are business hours, 08:30 to 17:00 South African Standard Time on business days, via Mr.bee@autohive.co.za or WhatsApp +27 68 639 1048.

4.Measurement and exclusions

1. Response time is measured from when your request reaches our support channel during business hours. Requests received outside business hours are treated as received at the start of the next business day, except Priority 1 requests where a reasonable out-of-hours effort is made.
2. Targets exclude time waiting for information, access or approvals from you, scheduled maintenance announced at least two business days in advance, faults in services you procured directly from third parties, and events beyond reasonable control, including sustained electricity or telecommunications interruption.
3. We may make emergency changes without notice where needed to protect security or data, and we tell you afterwards.

5.Service credits

1. If we miss a target materially and repeatedly in a calendar month, you may request a service credit of confirm credit basis, for example 5 percent of that month's fee per missed target, capped at 25 percent. Credits are your sole remedy for missed targets, except where the miss amounts to material breach.

6.Review

1. We review this SLA with you confirm review cadence, for example quarterly and whenever the underlying services change materially.

7.Disputes, governing law and jurisdiction

1. These terms are governed by the law of the Republic of South Africa.
2. The parties first attempt to resolve any dispute by good-faith negotiation between senior representatives within ten business days of written notice of the dispute.
3. If negotiation fails, the parties may agree to mediation in Cape Town or by video conference before either approaches a court or, where agreed in a signed agreement, arbitration.
4. The parties consent to the jurisdiction of the Magistrates' Courts with jurisdiction over our registered address, without excluding either party's right to approach the High Court of South Africa, Western Cape Division.
5. Nothing in this clause prevents a consumer from using any statutory complaint or redress channel available under South African consumer protection law.