Service Level Agreement

Effective on 25 March, 2026

Prior SLA version:

SLA Apr. 8, 2025 to Mar. 24, 2026

The goal of this Service Level Agreement (“SLA”) is to describe how Notabene provides its Services and what Customers can expect in using Notabene’s Services. Notabene will review this SLA at least once annually to update it, as appropriate, in light of technical or regulatory changes. Capitalized terms that are not defined in this SLA have the definitions set forth in the Main Services Agreement, Subscription Services Agreement, or other customer agreement for Services between the Customer and Notabene (any of the foregoing, the “Agreement”). This SLA applies only to Customers in production.

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Uptime

Notabene will use commercially reasonable efforts to make the Services available to Customer at least 99.5% of the time on average, measured on a monthly basis, exclusive of scheduled downtime, as described below.

Notwithstanding the foregoing, Notabene is not responsible for unavailability, delays, or other problems in operating, accessing, or using the Services to the extent caused by: (1) misuse or unauthorized modification of the Services or violation of the Agreement, an applicable Order Form or other written order for Services, or the Documentation by Customer, its affiliates that are authorized to use the Services as set forth in Customer’s written order (designated as Affiliates, Affiliated Entities, or the like), or its or their Authorized Users; (2) failure of the infrastructure or connectivity of Customer or its affiliates receiving paid Services as set forth in Customer’s written order, or failure of any equipment not provided by Notabene; (3) any Integrated Product (unless caused by Notabene’s work, if any, on the integration); or (4) causes beyond Notabene’s reasonable control, as provided in the Agreement under “Force Majeure” or a similar term.

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Scheduled Downtime

Notabene may temporarily suspend the Services for necessary repairs, for which Notabene will provide Customer with two weeks’ prior written notice via email, as circumstances permit. Notabene will restore the availability of the Services as soon as commercially practicable.

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Termination

In the event that Notabene validates (not to be unreasonably withheld) that such Customer has experienced less than 98% uptime on average, measured on a monthly basis, on three (3) or more days in each of two (2) consecutive calendar months, Customer will have the option to terminate this Agreement in accordance with the terms of the Agreement.

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Product Support

Notabene product support can be accessed 24 hours a day from Monday to Friday (Monday at 00:01 through Friday at 23:59, local time worldwide) by sending an email to [email protected]. For issues reported on Saturday or Sunday, the response and resolution times specified below will begin on the Monday that follows.

However, for issues categorized as P1 (see below), Notabene product support is available 24 hours a day, 7 days a week. Responses will accordingly be received on Saturday and Sunday within the response and resolution times specified below.

For P1 issues it is critical that an email be sent to:

in order to trigger Notabene’s workflow for urgent issues. Any other notification or course of action taken by Customer – including, but not limited to, Slack messages or emails to other addresses – will result in slower response times, and, in that case, Notabene will not be held responsible, and disclaims any liability that may result, if the Resolution Times specified below are not met.

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Response Times Table

Severity	Description	Examples	Response Time	Resolution Time
P1	A critical incident with very high impact affecting a critical part of the Services used by the Customer	Inability to create transactions, authenticate to the service, authorise transactions, or enforce existing policies	30 mins	4 hours
P2	An incident with high impact affecting a part of the Services used by the Customer	Inability to search transactions, set up new integrations, list existing policies, or set up new policies	1 business day	2 business days
P3	An incident causing non-blocking errors or slower response or performance times	High system load causing increased response times, or intermittent dashboard errors	1 business day	3 business days
P4	A minor or low-level problem that affects Services but does not have serious impact on Customer	Minor errors or inconveniences with workarounds available	2 business days	5 business days

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Customer agrees to use commercially reasonable efforts to diagnose and resolve problems in the operation of Customer’s interface to the Services, and to consult with the Documentation, prior to contacting Notabene. Upon reporting a problem, Customer agrees to: provide Notabene with all relevant information reasonably necessary for Notabene to respond and assign a priority level; designate primary and secondary contacts who have been trained on the Services; and reasonably cooperate with Notabene. Reporting must be prompt and, depending on the circumstances and type of issue, no later than thirty (30) days after Customer becomes aware of the issue.‍

“Response Time” and “Resolution Time” are measured from when Notabene receives a support request from Customer, along with the information that Notabene requires in order to respond and assign a priority level. “Resolution Time” ends when the impact on Customer is reduced and/or the Services are stabilized.

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Reporting

“Downtime” is when the Services are not available to Customer. Notabene will publicly disclose Downtime via its status page at https://status.notabene.id/. Notabene strives to provide full transparency regarding any disruptions to the Services which may affect Customer operations. Please note that the status page is for informational use only, and is not a guarantee of real-time diagnostics.

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Product Updates

Notabene will make available to Customer all updates and releases to the Services. Customer will receive at least two (2) weeks of advance written notice to implement updates if an update is causing a change in a default behaviour used by the Customer (breaking change). By the end of this notice period, Customer will comply with any published update and release schedules and is responsible for installing any required software and updates on Customer systems.‍

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Business Continuity and Data Security

The Notabene Trust Center at https://trust.notabene.id/ includes data security policies and procedures. It also makes available Notabene’s SOC 2 Type II report, penetration test reports, subprocessor information, and related information. Customer may request access to the Trust Center by emailing [email protected].

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Data Expectations

If Customer submits data that exceed volumes set forth in the Documentation or that are not formatted in compliance with the Documentation, performance of the Services may be impacted, and Notabene will not be responsible for failure to comply with this SLA.

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SLA Updates

Notabene may update this SLA from time to time. Any changes will become effective when the updated SLA is posted on Notabene's website. Customer’s use of the Services following these changes means that such Customer accepts the updated SLA. If Notabene makes a material update, Customer may be provided with prior notice, such as by a posted notice on Notabene's website. The foregoing is subject to applicable law and does not apply if an applicable Order Form states otherwise or if a complete SLA, covering all terms addressed herein, is attached as an exhibit or appendix to a written customer contract.