RemotePC^™ service level agreement

Service Level

This Service Level Agreement ("SLA") outlines the commitments between IDrive Inc. ("we", "us", "our" or "IDrive") and the user or organisation receiving our services ("you", "your" or "Customer"). This SLA applies to all services currently offered by IDrive under a valid subscription, including but not limited to IDrive, IBackup, IDrive e2, IDrive 360, IDrive C2C, IDrive BMR, IDrive Mirror, IDrive Photos, RemotePC, RemoteDesktop and RemotePC HelpDesk (together, the "Covered Services").

This SLA applies to all paid plans, including enterprise and customised offerings. It is incorporated into the applicable Terms of Service for the specific product or service and applies only to production environments. We may modify the terms of this SLA from time to time, in accordance with the applicable Terms of Service. If there are any material changes, we will make reasonable efforts to notify you by email, dashboard notifications or other appropriate channels.

Definitions

• Monthly Uptime Percentage (MUP): The percentage of total minutes in a calendar month during which the service was available.
• Downtime: The period during which the service is unavailable due to issues attributable to IDrive.
• Scheduled Maintenance: Maintenance that is planned and notified in advance.
• Service Credit: A credit applied to the Customer's next billing cycle as compensation for SLA violations.

Service Availability

IDrive is committed to delivering a reliable service experience. We aim to maintain a Monthly Uptime Percentage of at least 99.9% across all Covered Services, as measured at our data centres and through designated access methods (for example, service agents, APIs or web interfaces).

Downtime is the period during which the Covered Services are unavailable due to internal server errors that prevent valid user requests from being completed, or when impaired critical functionality prevents a substantial proportion of users from meeting the primary service objectives. Downtime is measured on the server side and does not include interruptions caused by:

• issues on the Customer's side (for example, network connectivity or local firewall restrictions),
• factors outside our control (for example, internet backbone issues or force majeure events),
• scheduled maintenance or emergency patching (with prior notice when possible),
• non-critical service degradation (for example, minor feature interruptions or performance delays that do not prevent the primary use of the Covered Services); or
• the SLA exclusions outlined below.

For calculation purposes, the Monthly Uptime Percentage and Monthly Downtime Percentage are determined as follows:

If we fail to meet the stated availability objective for a given calendar month, the Customer may be eligible to request a Service Credit. Availability and credit eligibility will be determined on the basis of our internal system logs and metrics, which will be the authoritative record unless otherwise agreed in writing. In the event of a dispute, we may also consider reasonable supporting evidence from third-party monitoring services or records provided by the Customer.

This SLA governs service availability only. Although the success or performance of specific backup, restore or compute operations may be influenced by factors outside our control (including the Customer's infrastructure, third-party tools or upstream bandwidth limitations), we will use commercially reasonable efforts to maintain consistent backup and restore rates under normal operating conditions.

Maintenance

To ensure the ongoing performance, reliability and security of the Service, we occasionally carry out maintenance. This may include updates, upgrades, enhancements or emergency fixes designed to improve the Customer experience. Although advance notice may not always be possible, we will make reasonable efforts to communicate planned maintenance in advance through appropriate channels, such as email or the service dashboard, and to schedule it during periods of lower anticipated usage. We will also aim to keep any service interruptions caused by maintenance as brief as reasonably possible. Downtime resulting from maintenance is excluded from any service availability calculations under this SLA.

SLA Exclusions

This SLA does not apply to any unavailability, service degradation, or performance issues caused by:

• Events outside our reasonable control, including but not limited to force majeure events (for example, natural disasters or acts of government), internet connectivity issues beyond our service boundary, or disruptions to upstream infrastructure not managed by us.
• Customer or third-party actions or inactions, including misconfigurations, misuse, or use of the services in a manner not authorised or intended under our Terms or Acceptable Use Policy.
• Failures or limitations of customer-side equipment, software or networks, including devices, systems or tools not under our direct control.
• Scheduled or emergency maintenance, whether announced or unannounced, that is necessary for maintaining or securing the platform.
• Suspension or termination of your account, in accordance with our Terms of Service, due to non-compliance, misuse or any breach of the agreement.
• Non-production environments, such as development, beta, test, sandbox or trial instances. These are expressly excluded from this SLA and are not eligible for service credits.

Service Credits

If the Covered Services fail to meet the stated availability commitments, the Customer may be eligible for a Service Credit. To request a Service Credit, the Customer must submit a claim within thirty (30) days of the end of the month in which the incident occurred.

Eligibility for a Service Credit requires the Customer's account to be in good standing when the claim is made. Credits will be calculated on the basis of the duration and severity of the impact, the applicable Monthly Uptime Percentage and the Customer's adherence to the terms of this Agreement.

Where granted, Service Credits will be issued either as a monetary credit applied to future invoices or, at our discretion, as a refund to the original payment method used for the billing cycle in which the incident occurred. Service Credits are account-specific and non-transferable, and may only be applied to the account in which the incident occurred.

Service Credits are the Customer's sole and exclusive remedy for any failure to meet the availability commitments.