Service Level Agreement

1. Service Level Agreement (“SLA”)

Under the Contract entered into with the Client, Exein provides certain software solutions (the “Solutions”) to the Client in a “Software as a Service” (“SaaS”) mode, as well as the related Support Services, in each case as set forth in such Contract. The Solutions offered under the Contract are set forth in the Offer signed by the Client. As of the installation of the Solutions on a Device, this Service Level Agreement shall apply.

Exein shall provide the Support Services according to the following specifications and service levels.

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2. Installation and integration support

Exein shall assist the Client during the installation and integration phase of the Solutions on the Devices. To receive Exein’s support, the Client shall send an e-mail specifying the type of Device and the issue to be resolved to the following address: support@exein.io.

Exein undertakes to reply to the Client within maximum one (1) business day, as follows:

a. if possible depending on the complexity of the issue, providing a written response by email;

b. if the complexity of the issue does not allow for an immediate response, Exein shall propose a meeting (physical or virtual) to the Client within the following five (5) business days, to discuss the details of the issue and the possible steps to achieve installation/integration. During the meeting, the Parties shall agree on a plan, including actions on behalf of both the Client and Exein, as needed;

c. Exein shall carry out the above defined steps and support the Client, where needed, in carrying out the steps under its responsibility. This phase shall be concluded within ten (10) business days from the date of the meeting under subclause (b) above, unless the Parties decide on a different timeline or unforeseen complexities arise (in which case the Parties will evaluate whether to address these complexities with a new meeting).

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3. Post-deployment support

For any technical support needs related to the use of the Solutions, Exein provides a helpdesk service, that can be activated by sending a support request ticket to the email address: support@exein.io.

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4. Reporting

After the activation of the Solutions and the relevant licenses, the following reports shall be available to the Client via the dashboard:
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