Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") describes Inkris's platform availability targets, support response targets, marketplace inquiry replacement process, data safeguard practices, and service credit terms. This SLA applies only to active, paid business customers in good standing unless a separate written agreement signed by Inkris states otherwise.

This SLA forms part of your agreement with Inkris for the provision of Inkris's sales and operations platform, CRM tools, communications tools, marketplace inquiry delivery, pay-per-lead delivery, and related services (the "Services"). If this SLA conflicts with a signed order form, Master Service Agreement, or applicable Terms of Service, the more specific commercial document controls for that issue.

2. Platform Availability Target

Inkris targets 99.5% monthly availability for the core paid platform, measured on a calendar-month basis. This is a service target, not a guarantee that the Services will be uninterrupted or error-free.

2.1 Definition of Downtime

"Downtime" means the total minutes in a calendar month during which the core paid platform is unavailable to most active paid customers due to an issue within Inkris's reasonable control. Downtime does not include:

• Scheduled maintenance, emergency maintenance, or maintenance windows required for security, stability, upgrades, or infrastructure changes.
• Issues caused by the customer, customer users, customer devices, customer networks, customer integrations, or customer configuration.
• Third-party provider issues, including cloud infrastructure, payment processors, telephony providers, SMS providers, email providers, analytics tools, advertising platforms, internet service providers, carriers, or external APIs.
• Marketplace supply constraints, lower inquiry volume, delayed inquiry delivery, routing delays, consumer non-responsiveness, or lead conversion outcomes.
• Beta, trial, sandbox, preview, free, marketplace-only, or non-production features unless expressly included in a written agreement.
• Force majeure events beyond Inkris's reasonable control, including government action, natural disasters, cyberattacks, labour disruptions, civil unrest, war, terrorism, outages, or other events outside reasonable control.

3. Marketplace Inquiry Replacement Process

3.1 Inquiry Review Standards

Inkris makes commercially reasonable efforts to review marketplace inquiries based on available submission data, contact details, source information, routing rules, and account configuration at the time of delivery. Inkris does not guarantee that every inquiry will answer, respond, remain interested, qualify under your internal criteria, attend an appointment, choose your business, complete a transaction, or generate revenue.

An inquiry is not invalid solely because the contact does not answer, later changes their mind, compares providers, fails to qualify under your internal criteria, does not provide documents, chooses a competitor, misses an appointment, or does not generate revenue.

3.2 Replacement-Eligible Inquiries

If an inquiry contains materially invalid contact information or otherwise qualifies for replacement under Inkris's applicable replacement policy, you may submit a replacement request through the platform. Replacement eligibility is determined by Inkris in its reasonable discretion based on available records.

• Replacement requests must be submitted within 7 days of receiving the inquiry.
• You must provide the required reason, notes, and supporting details through the platform.
• Inkris may approve, deny, or review requests based on platform records, delivery logs, contact data, call records, SMS records, email logs, consumer responses, source data, and other available information.
• Approved replacements may be fulfilled through a replacement inquiry, credit adjustment, or other account adjustment determined by Inkris.

3.3 Replacement Remedy

Replacement, credit adjustment, or another account adjustment determined by Inkris is your sole remedy for a replacement-eligible inquiry. Replacement requests do not pause billing, create refund rights, extend commitment terms, reduce amounts due, prevent collections, or invalidate other delivered inquiries.

4. Support Response Targets

Inkris provides support on a commercially reasonable basis. The response targets below apply to active paid customers in good standing and are measured during business hours unless expressly stated otherwise:

Business hours: Monday–Friday, 9:00 AM – 5:00 PM Eastern Time, excluding Canadian statutory holidays. Response targets are not guaranteed resolution times.

5. Data Safeguards and Backups

5.1 Data Safeguards

Inkris uses commercially reasonable administrative, technical, and organizational safeguards designed to protect customer data. These safeguards may include:

• Encryption of data in transit where supported.
• Access controls for internal systems and customer workspaces.
• Secure cloud infrastructure and managed service providers.
• Monitoring, logging, and operational controls designed to support platform reliability and security.

5.2 Backups

Inkris maintains backup and recovery processes for production systems on a commercially reasonable basis. Backup schedules, retention periods, and recovery methods may vary by system, provider, and data type.

Backups are intended for platform recovery and business continuity. They are not a substitute for customer exports, customer recordkeeping, or customer-controlled backups of information that customers are required to retain for their own business, legal, or compliance purposes.

6. Availability Service Credits

6.1 Credit Schedule

If Inkris fails to meet the monthly platform availability target due to Downtime within Inkris's reasonable control, eligible customers may request a service credit according to the following schedule:

6.2 Credit Request and Application Process

To request a service credit, you must email support within 30 days of the incident with the subject line "Service Credit Request" and include the affected account, dates, approximate times, and description of the issue. Credits are applied to future eligible platform subscription charges and are not refundable as cash.

Service credits are your sole and exclusive remedy for failure to meet this SLA. Service credits do not apply to taxes, usage charges, pay-per-lead charges, marketplace charges, activation deposits, credit purchases, telephony charges, SMS charges, phone number fees, onboarding fees, setup fees, implementation fees, or third-party pass-through charges.

Submit credit requests to support@inkris.ca.

7. SLA Exclusions

This SLA does not apply to:

• Accounts that are unpaid, suspended, cancelled, terminated, in trial, or not in good standing.
• Marketplace inquiry volume, delivery pacing, lead conversion, consumer responsiveness, or customer sales outcomes.
• Issues caused by customer settings, narrow targeting, filters, budgets, caps, integrations, data imports, user actions, or customer systems.
• Third-party systems, providers, networks, carriers, payment processors, telephony providers, SMS providers, email providers, cloud providers, advertising platforms, or external APIs.
• Beta, experimental, free, preview, sandbox, or non-production features.

8. Changes and Updates

Inkris may update this SLA from time to time by posting an updated version on this page or providing notice through the Services. Changes apply prospectively unless otherwise stated.

9. Contact Information

For questions about this SLA or to report service issues, please contact:

• Email: support@inkris.ca
• Phone: (403) 768-1383
• Hours: Monday–Friday, 9:00 AM – 5:00 PM Eastern Time, excluding Canadian statutory holidays

10. Acceptance

Your use of the Services constitutes acceptance of this SLA. This SLA is part of your agreement with Inkris for the provision of the Services and should be read together with the applicable Terms of Service, Master Service Agreement, order form, checkout page, invoice, and account configuration.