HOSTING SERVICE LEVEL AGREEMENT

Effective Date: 01 February 2026

Applicable To: All clients, partners, licensees, resellers and authorised shared-service operators whose Fludnox Service Description, Order Form or Individual Agreement expressly incorporates this Service Level Agreement.

This Service Level Agreement (“SLA”) defines the availability targets, support response targets and service-credit remedies applicable to eligible hosting and infrastructure services supplied by The Xdemór Group Limited under the Fludnox brand.

In this SLA, “You” and “Your” refer to the business, organisation or professional purchasing or using the applicable Service. “Fludnox”, “We”, “Us” and “Our” refer to The Xdemór Group Limited acting under the Fludnox brand. “Service” means a Fludnox hosting or infrastructure service expressly identified as subject to this SLA. “Affected Service” means the specific SLA-eligible Service affected by an availability failure or support incident.

1. Application of this SLA #

1.1 Contractual Status #

This SLA forms part of the contractual framework governing the applicable Service and applies together with the Shared Services Terms of Service, the Fludnox Hosting and Infrastructure Policy, the applicable Service Description, Order Form or Individual Agreement and any other incorporated policy.

This SLA does not apply automatically to every Fludnox service. It applies only where the applicable Service Description, Order Form or Individual Agreement expressly states that the Service is SLA-eligible.

1.2 Order of Precedence #

Where an Individual Agreement or Order Form expressly provides a different availability target, support commitment, service-credit structure or measurement method, that document shall prevail to the extent of the inconsistency.

Mandatory applicable law shall prevail over this SLA. The Shared Services Data Processing Agreement shall prevail in relation to personal-data processing and security obligations.

1.3 Eligible and Excluded Services #

Unless expressly stated otherwise, this SLA may apply to paid shared hosting, managed hosting, virtual servers, dedicated or isolated infrastructure, managed DNS, business email and other recurring infrastructure services identified as SLA-eligible.

This SLA does not apply to free services, trials, demonstrations, previews, beta features, discontinued services, one-time development work, migrations, consulting, domain registration, third-party software licences, data-recovery work or services supplied without a recurring availability commitment.

1.4 Service-Specific Commitments #

Where a Service consists of several independent components, the SLA applies separately to each component expressly identified as SLA-eligible. Failure of one component does not constitute downtime for another component that remains operational.

A service feature, integration or technical capability is not SLA-eligible merely because it is accessible through the same account, control panel or infrastructure environment.

2. Availability Commitment #

2.1 Monthly Availability Target #

Fludnox targets 99.9% Monthly Availability for each SLA-eligible Service during each calendar month.

The availability target is a monthly service commitment and not a representation that the Service will operate continuously without interruption, latency, maintenance, error or degradation.

2.2 Measurement Period #

Availability is measured separately for each calendar month.

Where a Service is activated or terminated during a calendar month, the measurement period begins when the Service is made operationally available and ends when the Service terminates or the calendar month ends, whichever occurs first.

A period during which the Service is suspended, disabled or unavailable because of an exclusion under this SLA is not treated as Service Unavailability.

2.3 Service Unavailability #

A Service is considered unavailable where its principal contracted function cannot be accessed or used for at least five consecutive minutes because of a failure within a component managed and controlled by Fludnox.

The principal contracted function will be determined according to the applicable Service. For web hosting, it is the ability to serve the hosted website through the supported network protocol. For managed DNS, it is the ability of the authoritative DNS service to respond correctly. For business email, it is the ability of the managed mail infrastructure to accept or deliver messages through the supported service.

A feature-level error, isolated account issue, administrative dashboard issue, increased latency or partial degradation does not constitute Service Unavailability unless it prevents the principal contracted function from operating for the required period.

2.4 Availability Calculation #

Monthly Availability is calculated as follows:

Monthly Availability = ((Total Service Minutes − Excluded Minutes − Unavailable Minutes) ÷ (Total Service Minutes − Excluded Minutes)) × 100

“Total Service Minutes” means the number of minutes in the applicable measurement period. “Unavailable Minutes” means verified minutes of Service Unavailability. “Excluded Minutes” means minutes attributable to an exclusion under this SLA.

3. Availability Measurement #

3.1 Monitoring Systems #

Fludnox may measure availability through automated infrastructure monitoring, protocol-specific checks, service logs, network telemetry, incident records and monitoring locations selected by Fludnox.

Monitoring may test different endpoints, regions or technical layers according to the Service being measured.

3.2 Commencement and End of Downtime #

Verified downtime begins when Fludnox monitoring detects Service Unavailability or when Fludnox receives a valid Priority 1 incident report and verifies that the Service is unavailable, whichever occurs first.

Downtime ends when monitoring confirms restoration of the principal contracted function or when the affected Service is otherwise verified as operational.

3.3 Evidence #

Fludnox monitoring and operational records constitute the primary evidence for calculating availability. You may submit reliable contrary evidence, including independent monitoring records, timestamps, protocol responses and technical logs, as part of a service-credit claim.

A Client-generated screenshot, isolated connection failure or report from a single device or network does not by itself establish Service Unavailability.

3.4 Intermittent Events #

Separate interruptions may be aggregated for monthly availability calculations where each interruption independently satisfies the definition of Service Unavailability.

Intermittent failures lasting less than five consecutive minutes are not counted unless they form part of a verified continuing incident that materially prevents ordinary use of the principal contracted function.

4. Excluded Downtime #

4.1 Planned Maintenance #

Downtime caused by planned maintenance is excluded where Fludnox provides reasonable advance notice through email, the client portal, a status notice or another recorded communication channel.

Where planned maintenance materially exceeds the announced maintenance window, the excess period may count as Service Unavailability unless another exclusion applies.

4.2 Emergency Maintenance #

Downtime caused by emergency maintenance is excluded where the maintenance is reasonably necessary to address a security vulnerability, active compromise, data-integrity risk, infrastructure instability, legal requirement or imminent risk of wider service disruption.

Fludnox will provide notice of emergency maintenance where reasonably practicable, but prior notice is not required where delay would materially increase the relevant risk.

4.3 Events Outside Fludnox’s Reasonable Control #

Downtime is excluded where caused by events outside Fludnox’s reasonable control, including internet-routing failures, telecommunications failure, power-grid failure, denial-of-service attacks, natural disasters, civil emergencies, war, terrorism, industrial action, governmental restrictions or comparable force-majeure events.

An external event is not excluded to the extent that the resulting downtime was materially prolonged by Fludnox’s failure to implement a redundancy or recovery measure expressly included in the applicable Service.

4.4 External Infrastructure and Services #

Downtime caused by an upstream network, data centre, cloud platform, registry, registrar, third-party DNS provider, third-party email provider, content-delivery provider, software vendor, external API or other external service is excluded where the affected component is outside Fludnox’s direct operational control.

The exclusion does not apply where the external service is expressly included as a managed SLA-eligible component and the applicable Order Form states that Fludnox assumes availability responsibility for it.

4.5 Client-Controlled Causes #

Downtime is excluded where caused or materially contributed to by Your Content, code, application, database, plugin, theme, configuration, DNS record, email rule, user account, credential, firewall rule, integration, scheduled task or other Client-managed component.

Downtime is also excluded where caused by actions or omissions of Your employees, contractors, users, developers, agents or other persons using the Service through Your account.

4.6 Resource Limits and Unsuitable Workloads #

Downtime is excluded where caused by exceeding an applicable resource, storage, bandwidth, process, database, email or usage limit, or by operating a workload that is unsuitable for the selected Service.

The exclusion applies to protective throttling, automatic process termination, temporary isolation or other controls reasonably applied to preserve infrastructure stability.

4.7 Security and Abuse Controls #

Downtime is excluded where the Service is restricted, isolated, suspended or disabled to investigate or prevent malware, phishing, spam, unauthorised access, compromised credentials, data loss, unlawful activity, abuse or a breach of the applicable contractual framework.

The exclusion applies only for as long as the protective measure remains reasonably necessary.

4.8 Payment and Contractual Status #

Downtime is excluded where the Service is suspended, expired, terminated or not renewed because of non-payment, failed payment, an expired subscription, missing verification, contractual breach or an instruction issued by You.

4.9 Client-Requested Work #

Downtime is excluded where caused by a migration, restoration, update, configuration change, testing process, maintenance activity or other work requested, approved or performed by You.

Where Fludnox performs Client-requested work, downtime is excluded during the agreed work window and any reasonable period required to reverse or stabilise the authorised change.

4.10 DNS, Domain and Certificate Events #

Downtime is excluded where caused by domain expiry, failed renewal, nameserver changes, DNS propagation, resolver caching, DNSSEC configuration, certificate expiry or another domain or certificate issue outside the managed scope of the applicable SLA-eligible Service.

4.11 Unsupported or Modified Environments #

Downtime is excluded where caused by unsupported, end-of-life, unlicensed, externally modified or unauthorised software or configuration.

This includes Client changes that prevent Fludnox from accessing, monitoring, maintaining or recovering the affected component.

4.12 Backup and Recovery Operations #

The time required to restore backups, recover deleted Content, repair corrupted data, perform forensic recovery or rebuild an environment is not treated as Service Unavailability unless a recovery-time commitment is expressly included in the applicable Order Form.

5. Maintenance #

5.1 Planned Maintenance Notices #

Where reasonably practicable, Fludnox will provide at least twenty-four hours’ notice of planned maintenance expected to materially affect availability.

A shorter notice period may apply where the maintenance is required by an urgent infrastructure, security or external dependency change.

5.2 Maintenance Scheduling #

Fludnox may schedule planned maintenance during periods expected to minimise operational impact. Fludnox does not guarantee that every maintenance activity will occur outside Your business hours or in a particular time zone.

5.3 Client Maintenance #

You are responsible for scheduling and managing maintenance affecting Client-managed components.

Where Fludnox assists with Client-managed maintenance, the activity remains Client-requested work unless the applicable Service expressly includes responsibility for that component.

6. Support Coverage #

6.1 Support Channels #

SLA response targets apply only to requests submitted through the authenticated Fludnox support channel or another incident channel expressly approved for the applicable Service.

Where the authenticated support channel is unavailable, a report may be submitted to support-fludnox@shared-services.co. Fludnox may require identity, account and authority verification before acting on an email request.

Messages submitted through social media, personal messaging applications, sales channels, third-party platforms or unauthorised contacts do not start an SLA response period.

6.2 Support Hours #

Unless the applicable Service Description, Order Form or Individual Agreement provides twenty-four-hour support coverage, SLA support hours are 09:00 to 17:00 London time on Business Days.

“Business Day” means Monday to Friday, excluding public holidays in England.

For Services expressly designated as having twenty-four-hour Priority 1 coverage, Priority 1 response targets operate continuously. Other priorities remain subject to the applicable support hours unless expressly agreed otherwise.

6.3 Response and Resolution #

A response means that a qualified person has acknowledged, assessed or begun investigating the incident. A response does not mean that the incident has been resolved.

No resolution, repair or restoration time is guaranteed unless the applicable Order Form or Individual Agreement expressly provides a resolution or recovery-time commitment.

7. Incident Priorities #

Fludnox will classify incidents according to their verified effect on the applicable Service. You may propose a priority when reporting an incident, but Fludnox may reclassify it where the reported priority does not match the verified impact.

A matter does not qualify as Priority 1 solely because it is commercially important to You, occurs during a marketing campaign or affects a Client deadline.

8. Response Targets #

8.1 Standard Targets #

Unless the applicable Order Form provides different targets, Fludnox will use reasonable efforts to meet the following initial response targets:

8.2 Start of the Response Period #

The response period begins when Fludnox receives a valid support request containing sufficient information to identify the affected account, Service and reported issue.

Where essential information is missing, the response period begins when the required information is provided.

8.3 Suspension of the Response Period #

The response period is suspended while Fludnox is waiting for information, credentials, authorisation, access, testing or another action reasonably required from You.

The period may also be suspended where an external provider, authority or other third party must act before investigation can continue.

8.4 Misclassified and Duplicate Requests #

Where several tickets concern the same incident, Fludnox may consolidate them into one incident record.

Repeated, duplicate or materially misclassified tickets do not create additional response obligations or service credits.

8.5 No Automatic Credit for Response Delay #

Failure to meet a response target does not by itself create a service-credit entitlement unless the applicable Order Form expressly provides a response-time credit.

Availability service credits are calculated only under Sections 11 and 12.

9. Incident Management #

9.1 Investigation #

Fludnox will take reasonable steps to investigate incidents affecting managed components within the scope of the applicable Service.

Investigation may include monitoring, log review, diagnostic testing, configuration review, traffic analysis, isolation, restoration, rollback or escalation to an external infrastructure or software provider.

9.2 Workarounds and Permanent Resolution #

Fludnox may implement a temporary workaround before a permanent correction is available.

Restoration of the principal contracted function may close the availability incident even where further corrective, preventive or root-cause work continues.

9.3 Incident Updates #

For an active Priority 1 incident, Fludnox will provide reasonable status updates through the support ticket, status notice, email or another appropriate communication channel.

Unless a different update schedule is agreed, Fludnox will aim to provide Priority 1 updates at intervals not exceeding sixty minutes while material investigation or recovery remains active. The interval may be extended where no material new information is available or where communication would interfere with urgent recovery work.

9.4 Root-Cause Information #

Following a material incident, Fludnox may provide a summary of the identified cause, impact and corrective action.

A formal root-cause analysis, forensic report, audit report or detailed technical disclosure is included only where expressly required by the applicable Service or Individual Agreement.

Fludnox is not required to disclose confidential information, information relating to another client, security-sensitive architecture, privileged legal material or protected information belonging to an external provider.

9.5 Status Communications #

A status notice is provided for operational transparency and does not constitute an admission of breach, negligence, liability or entitlement to compensation.

10. Client Responsibilities #

10.1 Incident Reporting #

You must report an incident without unreasonable delay and provide accurate information concerning the affected Service, observed symptoms, relevant timestamps, recent changes and reasonable troubleshooting already performed.

10.2 Access and Cooperation #

You must provide any access, credentials, authorisation, logs, testing or information reasonably required to investigate the incident.

Credentials supplied for support should be temporary where practicable and must be changed after the support activity is completed.

10.3 Mitigation #

You must take reasonable steps to mitigate loss and prevent further impact, including disabling compromised accounts, stopping harmful processes, preserving relevant evidence and following reasonable security or remediation instructions.

10.4 Client Monitoring #

You remain responsible for monitoring Your applications, business processes, Client-managed components and external dependencies.

Fludnox monitoring does not replace Your responsibility to identify failures in components outside Fludnox’s managed scope.

10.5 Contact Information #

You must maintain accurate operational and escalation contact information.

Fludnox is not responsible for delayed communication caused by outdated, inaccessible or incorrectly configured Client contact details.

11. Service Credits #

11.1 Eligibility #

Where Monthly Availability for an SLA-eligible Service falls below 99.9%, You may claim a service credit calculated against the recurring monthly fee for the Affected Service.

The following credit schedule applies unless the applicable Order Form provides a different schedule:

11.2 Affected Monthly Fee #

The service credit is calculated only against the recurring fee attributable to the Affected Service for the affected month.

Where the Service is paid annually or for another multi-month period, the relevant monthly fee is the recurring charge divided by the number of months in the paid service period.

The calculation excludes taxes, payment charges, domains, software licences, external-provider fees, add-ons not affected by the incident, usage charges, one-time work, migrations, consulting, support charges and other non-recurring amounts.

11.3 Maximum Credit #

The total service credit for an Affected Service in any calendar month cannot exceed 100% of the recurring monthly fee for that Affected Service.

Credits arising from separate incidents within the same month are aggregated and remain subject to this maximum.

11.4 Form of Credit #

An approved service credit will be applied to a future invoice or account balance.

Service credits are not cash refunds, cannot be transferred to another Client or account and do not earn interest.

Where there is no future invoice because the affected Service has ended, Fludnox may apply the credit against another valid amount payable by You. No cash payment is required unless mandatory applicable law provides otherwise.

11.5 Account Standing #

A service credit is available only where the affected account was active and in good standing during the incident and at the time the claim is submitted.

No credit is available for a Service that was overdue, suspended, expired, subject to an unresolved material breach or being used contrary to the applicable contractual framework.

12. Service-Credit Claims #

12.1 Claim Deadline #

You must submit a service-credit claim within thirty days after the end of the calendar month in which the alleged Service Unavailability occurred.

A claim submitted after that period may be rejected.

12.2 Required Information #

The claim must identify the Affected Service, the dates and times of the alleged downtime, the observed effect, the relevant support-ticket reference and any independent evidence on which You rely.

Fludnox may request additional information reasonably necessary to verify the claim.

12.3 Review #

Fludnox will review the claim against its monitoring, incident and operational records and will normally communicate the result within fourteen days after receiving all information reasonably required for the review.

12.4 Disputed Claims #

Where Fludnox rejects or adjusts a claim, You may request one internal review by submitting the grounds and supporting evidence within fourteen days of the decision.

The internal review does not suspend payment obligations.

12.5 Automatic Credits #

Service credits are not applied automatically unless Fludnox expressly confirms that automatic credits apply to the affected Service or incident.

13. Remedy and Liability #

13.1 Availability Remedy #

Subject to mandatory applicable law, the service credits provided under this SLA are Your sole contractual remedy specifically for failure to meet the Monthly Availability target.

This does not prevent enforcement of a separate express obligation under an Individual Agreement or a claim concerning fraud, wilful misconduct, breach of confidentiality, unlawful personal-data processing or another liability that cannot lawfully be excluded or limited.

13.2 Support Targets #

Support response targets are operational commitments to use reasonable efforts. They are not warranties of resolution, restoration or a particular business outcome.

13.3 No Consequential Compensation #

Service credits do not compensate for loss of profit, revenue, opportunity, reputation, goodwill, advertising expenditure, data, anticipated savings or other indirect or consequential loss.

Any wider liability remains governed by the Shared Services Terms of Service and the applicable Individual Agreement, to the extent permitted by law.

13.4 No Double Recovery #

You may not receive more than one credit, refund or compensation payment for the same availability failure.

Any amount otherwise payable for the same failure will be reduced by the service credit already applied.

13.5 Mandatory Rights #

Nothing in this SLA excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence or another liability that cannot lawfully be excluded or limited.

14. Changes to this SLA #

14.1 Non-Material Changes #

Fludnox may make non-material administrative, corrective, technical or clarification changes to this SLA without advance notice.

14.2 Material Changes #

Except where Section 14.3 applies, Fludnox will provide at least thirty days’ notice before materially reducing an availability target, support commitment or service-credit entitlement.

A material reduction will not apply retrospectively to an incident occurring before its effective date.

14.3 Urgent Changes #

A shorter notice period or immediate change may apply where required by law, a competent authority, security, service continuity or an urgent infrastructure requirement outside Fludnox’s reasonable control.

Where an urgent change materially reduces the Service, Fludnox will provide notice as soon as reasonably practicable.

14.4 Existing Fixed Commitments #

Where an Individual Agreement guarantees a specific SLA for a fixed contractual period, that commitment will not be reduced during that period except as permitted by the Individual Agreement or mandatory applicable law.

15. Support, Notices and Related Documents #

Operational incidents and SLA claims must be submitted through the authenticated Fludnox support channel or to support-fludnox@shared-services.co where the authenticated channel is unavailable.

Formal contractual and legal notices must be sent to legal@xdemor.com. A support ticket, status report or SLA claim does not constitute a formal legal notice.

This SLA operates together with the contractual documents published through the Shared Services Policy Portal at https://policies.shared-services.co/, including the Shared Services Terms of Service, the Fludnox Hosting and Infrastructure Policy, the Fludnox Hosting Acceptable Use Policy, the Fludnox Backup and Data Recovery Policy and the Fludnox Migration, Suspension and Termination Procedure.

16. Governing Law and Jurisdiction #

This SLA and any non-contractual obligations arising from it are governed by the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory rule that cannot lawfully be excluded.