INOVAZEN MONTENEGRO D.O.O.
SERVICE LEVEL, TECHNICAL SUPPORT AND BESPOKE DELIVERY AGREEMENT (SLA & SOW)

Cloud Infrastructure Availability Covenants, Dynamic Software Deliverables, Revision Limits, and Maintenance Standards

ARTICLE 1 – SERVICE PROVIDER INFORMATION, PURPOSE AND LEGAL SCOPE

This Service Level, Technical Support and Bespoke Delivery Agreement (hereinafter referred to as the 'SLA') sets forth the service levels, technical delivery criteria, response timeframes, and operational parameters governing cloud hosting, domain name registrations, proprietary cloud software platforms (SaaS), e-commerce modules, custom web engineering, and graphic design solutions provided by the SERVICE PROVIDER whose official details are set forth below:

• Service Provider Legal Entity: INOVAZEN MONTENEGRO D.O.O.
• Tax Identification Number (PIB): 03689158
• Registered Corporate Address: Petra Sinanovica Nagiba, Lamela 5/22 City Kvart, Podgorica / MONTENEGRO
• Official Website: me

This Agreement constitutes an integral, complementary, and inseparable schedule to the International Comprehensive Digital Cloud Service (SaaS), Software Access License and Distance Sales Framework Agreement entered into between INOVAZEN and the Customer.

ARTICLE 2 – CLOUD INFRASTRUCTURE AVAILABILITY AND UPTIME COVENANTS

• Annual Uptime Target: INOVAZEN warrants a ninety-nine point five percent (99.5%) annual availability and uptime for its cloud hosting architecture and proprietary cloud software servers, excluding scheduled maintenance windows and force majeure occurrences.
• Scheduled Maintenance and Security Optimization: Planned maintenance activities conducted to optimize server hardware, implement critical security updates, or upgrade core software releases shall be announced to the Customer at least twenty-four (24) hours in advance. Planned maintenance is systematically carried out during off-peak night hours to minimize operational disruption, and the resulting downtime shall not be counted as an SLA breach.
• Force Majeure and External Outages: Disruptions caused by global Internet backbone carrier failures, datacenter structural disasters (such as fire, earthquake, or flood), war, cyber warfare strikes, distributed denial-of-service (DDoS) attacks directed at the infrastructure, or failures attributable to accredited domain registry authorities are explicitly excluded from uptime availability calculations.

ARTICLE 3 – DOMAIN NAME REGISTRATION, MANAGEMENT AND RENEWALS

3.1. Registration and Global Propagation Process:

Domain names ordered by the Customer are registered immediately in the Customer's name through accredited international registrar authorities upon confirmed receipt of payment. Worldwide access via global domain name system (DNS) propagation is typically completed within twenty-four (24) to forty-eight (48) hours.

3.2. Renewal Responsibilities and Disclaimer of Liability:

The timely renewal of domain names remains the exclusive responsibility of the Customer. INOVAZEN dispatches automated renewal notifications to the Customer's registered email address prior to expiration. INOVAZEN accepts zero legal or financial liability for domain suspensions, registrar redemption penalty fees, or third-party acquisition resulting from lapsed renewals caused by Customer payment delays.

ARTICLE 4 – BESPOKE SOFTWARE, CORPORATE WEBSITES AND GRAPHIC DESIGN DELIVERIES

• Scope of Work (SOW) and Engineering Schedule: Custom web portals, bespoke software applications, UI/UX designs, and corporate branding projects commissioned by the Customer are executed in iterative phases pursuant to the technical Scope of Work and development timeline established at order placement.
• Staging Environment and Acceptance Testing Period: Completed deliverables are initially deployed to an INOVAZEN staging/test environment for Customer testing and review. The Customer is strictly obligated to test the build and submit specific, substantiated technical non-conformities in writing within seven (7) business days from deployment. If no written rejection is received within this window, the project shall be conclusively deemed accepted, faultless, and approved in full by the Customer.
• Revision Limits and Out-of-Scope Modifications: Unless explicitly stated otherwise in the formal commercial quotation, custom software and design projects include a standard maximum of two (2) revision rounds. Requests fundamentally altering approved architectural concepts, adding new functional modules, or demanding major relational database schema modifications fall outside the agreed scope and are subject to supplementary billing and revised delivery timelines.

ARTICLE 5 – DYNAMIC SOFTWARE, MODULE AND EXTENSION DELIVERABLES

5.1. Method of Digital Delivery:

All functional e-commerce modules, proprietary software extensions, themes, and UI packages developed or to be developed by INOVAZEN are delivered electronically via download links in the customer control panel or via a cryptographic license key generated for the designated domain name upon payment confirmation. Where deployment/installation services are procured, the Customer is required to provide complete and accurate server/panel administrative credentials.

5.2. Technical Compatibility Covenant:

INOVAZEN guarantees that its modules function without error upon clean, unmodified, and supported standard core platform versions as detailed in the official product specifications. Resolving technical conflicts resulting from third-party extensions, previously modified core files, or outdated/incompatible server environments falls outside standard complimentary delivery support and is subject to bespoke technical consulting rates.

ARTICLE 6 – TECHNICAL SUPPORT TIERS AND INCIDENT RESPONSE TIMES

Technical support tickets must be submitted formally via the customer control panel on inovazen.me or via the official technical support email. Incidents are classified and responded to based on severity:

• Critical Priority (Severity 1): Complete outage or total unavailability of the cloud hosting, production website, or cloud software platform. Initial response and intervention time is within two (2) hours during regular business hours, and within four (4) hours during after-hours emergency shifts.
• High Priority (Severity 2): Core platform is operational, but a critical commercial function—such as checkout, payment processing, form transmission, or a vital module—is failing. Initial intervention time is within eight (8) business hours.
• Standard Priority (Severity 3): General operational inquiries, standard configuration requests, and technical consultations. Initial response and guidance time is within twenty-four (24) business hours.

ARTICLE 7 – EXCLUSIONS FROM STANDARD COMPLIMENTARY TECHNICAL SUPPORT

The following circumstances fall strictly outside the scope of INOVAZEN's complimentary technical support and product warranty:

• Unauthorized Third-Party Interventions: Direct modifications, alterations, or corruptions made to the database, server configuration files, or software directory structure by the Customer or unauthorized third parties without INOVAZEN's written consent.
• Operator and Administrative Errors: Misconfiguration of administrative privileges via the control panel, accidental data deletion by Customer personnel, or security compromises caused by leaked administrative credentials.
• Third-Party API and Service Modifications: Disruptions or deprecations arising from independent architectural changes made by third-party payment gateways, banking institutions, search engines, map services, or social networks to their respective Application Programming Interfaces (APIs).

ARTICLE 8 – REGULAR BACKUPS AND DATA PRESERVATION RESPONSIBILITIES

INOVAZEN executes automated technical backup routines across its cloud infrastructure strictly for disaster recovery and system continuity purposes. However, the Customer remains solely responsible for exporting and preserving off-site copies of its business-critical data using built-in system export tools on a regular basis.

In the event of unforeseen catastrophic cyber attacks or catastrophic hardware destruction resulting in data loss, INOVAZEN's aggregate financial liability shall remain strictly capped at the monetary ceiling defined in the Framework Agreement (maximum equivalent to the total fees paid by the Customer in the preceding three (3) months).

ARTICLE 9 – ELECTRONIC EVIDENCE, DISPUTE RESOLUTION AND EXECUTION

9.1. Electronic Evidence Stipulation:

In any dispute, INOVAZEN customer support ticket histories, server log files, digital communications, and server timestamps shall constitute primary, binding, and conclusive legal evidence.

9.2. Governing Law and Exclusive Jurisdiction:

This Agreement shall be governed by and construed in accordance with the substantive laws of Montenegro. All disputes arising out of or in connection with this SLA shall be subject to the exclusive jurisdiction of the Commercial Court of Montenegro in Podgorica (Privredni sud Crne Gore) and the Podgorica Enforcement Offices.

9.3. Enforceability and Execution:

This Agreement consists of nine (9) comprehensive articles and enters into full legal force immediately upon the Customer finalizing an order, electronically approving the terms on inovazen.me, or remitting payment for the respective service.