Service Level Agreement

For Products and Services.

Effective Date: May 18, 2026

This Service Level Agreement (“SLA”) describes the support and service commitments provided by Canary Bit AB (“CanaryBit”, “we”, “our”, or “us”) for customers and business partners using CanaryBit software products distributed and operated within customer-managed environments and infrastructure under a valid license or support agreement.

1. Purpose

The purpose of this SLA is to define:

• Service availability targets;
• Support response expectations;
• Incident severity classifications;
• Customer responsibilities;
• Maintenance and support conditions.

This SLA applies only to active customers with a valid commercial license, subscription, or support agreement.

2. Deployment Model

This SLA applies to CanaryBit software licenses deployed on customer premises, customer-managed infrastructure, or partner-managed environments.

As the software is operated outside CanaryBit infrastructure:

• Customers and business partners are responsible for maintaining the hosting environment, infrastructure availability, connectivity, operating systems, backups, and local operations;
• CanaryBit is responsible only for Level 3 software support as defined in this SLA.

CanaryBit does not guarantee infrastructure uptime or service availability for customer-operated environments.

3. Scheduled Maintenance

CanaryBit may perform scheduled maintenance to maintain security, stability, and performance.

Where reasonably possible:

• Maintenance will be scheduled outside standard business hours;
• Customers will receive advance notice for significant maintenance activities.

Emergency maintenance may be performed without prior notice when required for security or operational stability.

4. Support Channels

Customers may contact CanaryBit support through:

• Email support (default);
• Customer portal (if available);
• Designated account representatives.

Support requests should include sufficient technical information to assist troubleshooting.

5. Support Model and Hours

Responsibility Model

Level 1 Support (L1)

Level 1 support is the responsibility of the Customer or authorized business partner.

L1 support includes:

• Initial incident intake and qualification;
• Basic troubleshooting;
• User assistance and operational guidance;
• Passwords, configuration verification, and environment checks;
• Collection of logs and diagnostic information.

Level 2 Support (L2)

Level 2 support is also the responsibility of the Customer or authorized business partner.

L2 support includes:

• Advanced troubleshooting;
• Environment and integration analysis;
• Reproduction of issues;
• Validation of software configurations and dependencies;
• Escalation preparation toward CanaryBit.

Level 3 Support (L3)

Level 3 support is provided by CanaryBit.

L3 support includes:

• Software defect analysis;
• Source-code-level investigation where applicable;
• Bug fixes, patches, and workarounds;
• Product expertise and engineering support.

CanaryBit Level 3 support is provided during standard support hours only.

Standard Support Hours

• Monday to Friday
• 09:00 – 18:00 CET
• Excluding Swedish public holidays

Optional premium or extended support services may be available under separate agreements.

6. Incident Severity Levels

Severity 1 - Critical

• Complete software outage in production;
• Critical security incident affecting the software;
• Major functionality unavailable with no workaround.

CanaryBit L3 Response Time

Within 4 business hours after formal escalation from Customer or business partner L2 support.

Severity 2 - High

• Significant degradation of software functionality;
• Major features impacted;
• Workaround available but operationally limited.

CanaryBit L3 Response Time

Within 8 business hours after formal escalation from Customer or business partner L2 support.

Severity 3 - Medium

• Minor functionality issues;
• Non-critical software bugs;
• Limited operational impact.

CanaryBit L3 Response Time

Within 2 business days after escalation.

Severity 4 - Low

• General technical questions;
• Cosmetic issues;
• Documentation clarification requests;
• Feature requests.

CanaryBit L3 Response Time

Within 5 business days after escalation.

7. Resolution Targets

Response times are targets for initial acknowledgement only and do not guarantee resolution within a fixed period.

CanaryBit will use commercially reasonable efforts to:

• Investigate incidents promptly;
• Provide workarounds where possible;
• Deliver fixes through patches, updates, or future releases.

8. Customer and Partner Responsibilities

Customers and business partners are responsible for:

• Providing Level 1 and Level 2 support services;
• Maintaining infrastructure, operating systems, virtualization, networking, and security environments;
• Providing accurate issue descriptions, logs, and technical details;
• Maintaining supported software versions and compatible environments;
• Implementing backup, monitoring, and recovery procedures;
• Escalating validated software issues to CanaryBit support.

Delays caused by incomplete information, unsupported environments, or insufficient troubleshooting may affect response and resolution timelines.

9. Exclusions

This SLA does not apply to issues caused by:

• Customer misuse or unauthorized modifications;
• Unsupported integrations or third-party software;
• Internet connectivity issues outside CanaryBit infrastructure;
• Force majeure events;
• Beta, preview, or experimental features unless expressly stated.

10. Service Credits

Unless specifically agreed in a separate enterprise agreement, this SLA does not provide automatic financial penalties or service credits.

Enterprise customers may negotiate additional service commitments under separate contractual terms.

11. Security & Incident Handling

CanaryBit maintains reasonable administrative, technical, and organizational measures to protect hosted systems and customer data.

Security incidents will be investigated and handled according to CanaryBit internal security procedures.

Customers must promptly report suspected vulnerabilities or security concerns.

12. Limitation of Liability

This SLA operates together with the applicable CanaryBit Terms & Conditions and license agreements.

To the maximum extent permitted by law, CanaryBit’s liability related to support services or service interruptions is limited as set forth in the governing commercial agreement.

13. Changes to SLA

CanaryBit may update this SLA periodically.

Updated versions become effective upon publication or written notification to customers.

14. Contact Information

For support or SLA-related inquiries, contact:

Canary Bit AB
Stockholm, Sweden
Email: legal@canarybit.eu
Website: https://canarybit.eu