Support and Service
Level Agreement

SUPPORT AND SERVICE LEVEL AGREEMENT

This Support and Service Level Agreement (“SLA”) describes the service levels and support commitments applicable to the Services provided by AIDOCS STUDIO to Client, as further defined herein.

It applies only where expressly designated as applicable in the Specific Terms.

Capitalized terms used but not defined in this SLA shall have the meaning given to them in the General Terms and Conditions.

• SCOPE AND PRINCIPLES

This SLA applies exclusively to the technical operation of the Services, namely the automated processing of Requests and the generation and delivery of Outputs, as operated by AIDOCS STUDIO, in accordance with the Agreement.

The Services operate on an asynchronous, request-based model relying on automated AI technologies and third-party services, including third-party AI model providers.

Accordingly, service levels under this SLA are defined by reference to the processing of Requests and the handling of technical Anomalies affecting the Services as operated by AIDOCS STUDIO, and do not relate to platform uptime, continuous availability, Output quality, or the behavior, performance or availability of third-party AI models or services

• REQUEST PROCESSING SERVICE LEVELS

• Request Processing Time Objectives

Upon receipt of a valid Request, AIDOCS STUDIO shall use reasonable efforts to generate and make available the corresponding Output within the following indicative timeframes:

• Target Processing Time: 15 minutes
• Maximum Processing Time: 24 hours

These timeframes are indicative service objectives and do not constitute strict guarantees. Processing times may vary depending on the complexity, length and nature of the Request, as well as system load and third-party dependencies.

• Measurement

Processing time is measured from the time the Request is effectively received and logged by AIDOCS STUDIO’s systems as part of the Services, as evidenced by AIDOCS STUDIO’s technical logs, until the Output is made available to the User in accordance with the Agreement.

• Exclusions

The Request Processing objectives apply exclusively to Requests that are submitted in accordance with the submission requirements and technical guidelines communicated by AIDOCS STUDIO.

Accordingly, the Request Processing objectives do not apply where delays result from, or where the Request is affected by, any of the following circumstances:

• Requests not complying with the submission requirements or technical guidelines communicated by AIDOCS STUDIO, including authorized sender addresses, formatting rules or attachment limitations;
• any failure, delay, filtering, blocking or alteration affecting the transmission of Requests prior to their effective receipt and logging by AIDOCS STUDIO’s systems, including issues related to the Client’s or User’s email configuration, spam or junk filtering, security gateways, firewalls or email service provider;
• limitations, delays or outages of third-party services not operated by AIDOCS STUDIO, including AI model providers, messaging services or drive environments;
• security, compliance or stability measures reasonably implemented by AIDOCS STUDIO, including throttling or temporary safeguards necessary to ensure the integrity, security or lawful operation of the Services;
• any Force Majeure events.

For the avoidance of doubt, the clarity, completeness, relevance or substantive quality of a Request does not affect the applicability of the Request Processing objectives, provided that the Request complies with the applicable submission requirements and technical guidelines and is effectively received by AIDOCS STUDIO’s systems.

• ANOMALY MANAGEMENT AND SUPPORT

• Definitions

“Anomaly” means a reproducible technical malfunction of the Services, limited to the systems operated by AIDOCS STUDIO and used for the processing of Requests, resulting in the inability to receive valid Requests, process such Requests, or make the corresponding Outputs available.

The following do not constitute Anomalies:

• variations in processing time within reasonable bounds;
• the content, quality, relevance or legal adequacy of the Output;
• inherent limitations or behavior of AI technologies;
• failures attributable to third-party services.

Anomalies are classified as follows:

• Blocking Anomaly: complete inability to process Requests for all or most Users;
• Major Anomaly: significant degradation of processing or delivery of Outputs;
• Minor Anomaly: any other Anomaly.

• Support Access

AIDOCS STUDIO provides technical support during Business Hours (Monday to Friday, 9:00 a.m. to 6:00 p.m. Paris time, excluding public holidays) via: support@aidocs.studio.

Requests submitted via any other channel shall not be taken into account.

• Anomaly Notification

Any Anomaly notification must include:

• a detailed description of the issue;
• relevant technical information reasonably necessary for diagnosis;
• confirmation that the issue is not attributable to Client’s systems.

Intervention times run only from receipt of complete information.

• Response and Restoration Times

• Guaranteed Response Time

Anomaly Type	Guaranteed Response Time	Service Credits
Blocking	2 Business Hours	10 %
Major	4 Business Hours	5 %
Minor	1 Business Day	2 %

• Guaranteed Restoration Time

Anomaly Type	Guaranteed Restoration Time	Service Credits
Blocking	8 Business Hours	10 %
Major	24 Business Hours	5 %
Minor	3 Business Days	2 %

An Anomaly may be temporarily corrected by a workaround. In such case, AIDOCS STUDIO shall implement a definitive correction within a reasonable timeframe.

• Exclusions from Support and Maintenance Obligations

AIDOCS STUDIO shall have no obligation under this SLA where an Anomaly or delay results from:

• non-compliant use of the Services;
• Client’s IT environment or security configurations;
• third-party systems or services not operated by AIDOCS STUDIO, used in connection with the Services, including AI model providers;
• Force Majeure events.

• SERVICE CREDITS

Service credits constitute the Client’s sole and exclusive remedy for AIDOCS STUDIO’s failure to meet the service levels expressly defined in this SLA, to the exclusion of any other remedy, compensation or liability, to the extent permitted by applicable law.

Service credits are calculated as a percentage of the pro-rated monthly portion of the applicable subscription fees for the Services covered by this SLA, as specified in the Specific Terms.

The total amount of service credits applicable for a given calendar month is capped at thirty percent (30%) of the pro-rated monthly subscription fees for that month.

To be eligible, any service credit claim must be submitted in writing by the Client within thirty (30) calendar days following the end of the month during which the relevant service level failure occurred. Claims submitted after this deadline shall be deemed waived.

Approved service credits shall be applied as a credit against future invoices. Where the Agreement is not renewed or has terminated, approved service credits shall be refunded within 30 days, provided that all amounts due under the Agreement have been paid in full.

Service credits are not cumulative and shall not apply to the same underlying incident more than once.

• GENERAL PROVISIONS

Service levels are measured solely based on AIDOCS STUDIO’s internal monitoring tools and logs.

Service credits shall not be cumulative for the same underlying incident.

Effective date: March 30, 2026