This Service Level Agreement (“SLA”) is entered into by and between CarbonX and the Customer, effective as of the date on which this SLA is executed by the last party to sign (the “Effective Date”).

This SLA forms an integral part of the CarbonX Customer Agreement (or other written agreement governing the Customer’s use of CarbonX Products and related Support and Advisory Services). It defines the service levels, responsibilities, and performance standards applicable to the Products and Services provided by CarbonX.

The purpose of this SLA is to:

• Establish a clear understanding of the scope of services and the expected level of performance;

• Ensure consistent quality, availability, and responsiveness of CarbonX’s services; and

• Provide a framework for monitoring, measuring, and managing performance to ensure Customer satisfaction and operational reliability.

All capitalized terms used but not otherwise defined in this SLA shall have the meanings set forth in the CarbonX Customer Agreement or the Data Processing Addendum (DPA), as applicable.

1. Agreement Overview

1.1. Definitions, Conventions, Acronyms, and Abbreviations

This Service Level Agreement (SLA) defines the service standards, responsibilities, and performance metrics applicable to CarbonX’s Software, delivered as a Registry-as-a-Service (RaaS) solution for calculating and managing offsetting of the Corporate Carbon Footprint of the Customer and its associated Providers.

1.2. Type of Service

Service Type:
Registry-as-a-Service (RaaS) — CarbonX, a digital sustainability infrastructure platform that enables Customers and their value chain Providers to calculate, monitor, report and offset their Corporate Carbon Footprint (CCF).

1.3. Term

This SLA becomes effective on the signature date of the CarbonX User Agreement between CarbonX and the Customer and remains in force for the duration of that Agreement, unless terminated earlier in accordance with its terms.

Any modifications, amendments, extensions, or early termination of this SLA must be mutually agreed in writing by both parties.

1.4. Duration and Parameters

The following parameters apply to this SLA:

• This SLA remains valid for as long as the User Agreement between CarbonX and the Customer is in effect.

• Either party may request a review of the SLA at any time. In the absence of mutual agreement to the contrary, SLA reviews shall occur annually, aligned with the renewal period of the User Agreement.

• Modification requests must be submitted in writing via email to the designated Product Manager (with the IT Director in copy) or directly to the IT Director.

• The Customer may make additional purchases or service upgrades in accordance with the terms of the User Agreement.

1.5. Review and Monitoring

• SLA performance and compliance may be reviewed annually or upon mutual agreement.

• Reviews shall focus on service quality, incident resolution performance, system reliability, and Customer satisfaction metrics.

• Both parties will collaborate to identify areas for improvement and update service parameters as necessary.

1.6. End-of-Contract or Liquidation Terms

At the expiration or termination of the User Agreement, the provisions outlined in the User Agreement between CarbonX and the Customer shall govern data return, service discontinuation, and termination obligations.

2. Refunds

CarbonX will provide a partial refund (service credit) for any paid module in which the Service Level Commitment is not met.
For each full calendar day that the Service Level Commitment is not achieved, CarbonX will issue a service credit equivalent to 1/30 of the applicable monthly subscription fee for the affected module.

This calculation method applies to fixed monthly payment models. Any future billing structures (e.g., annual or consumption-based pricing) and their respective credit calculations will be outlined in subsequent updates to this SLA.

2.1. Eligibility

To qualify for a refund due to CarbonX’s failure to meet the Service Level Commitment, the Customer must:

1. Submit a support ticket through the official CarbonX Help Center at https://help.carbonx.credit within fifteen (15) calendar days after the end of the month in which the alleged failure occurred;

2. Accurately complete all required fields and provide a detailed description of the incident; and

3. Provide additional documentation or information upon CarbonX’s reasonable request to support verification of the claim.

Failure to comply with these requirements will render the Customer ineligible for a refund.

2.2. Issuance

If CarbonX confirms that a Service Level Commitment failure has occurred (applicable only to paid modules), the service credit will be applied as a deduction from the Customer’s next applicable invoice or future payment obligation.

Eligibility for refunds is contingent upon the Customer’s account being in good standing, with no outstanding payments, disputes, or violations of the Agreement.
No cash refunds will be issued, and free or beta products are expressly excluded from refund eligibility.

2.3. Reseller Purchases

If the Customer purchased the affected Cloud Product through a reseller, then:
(a) either the Customer or the reseller may submit the refund claim in accordance with Section 2.1; and
(b) any service credit or refund will be calculated based on the fees invoiced by CarbonX to the reseller for the Customer’s use of the affected product under the applicable reseller agreement.

CarbonX will issue any applicable refund or service credit directly to the reseller, who shall be responsible for issuing the appropriate corresponding credit to the Customer.

3. Exclusions

The Service Level Commitment shall not apply, and no refunds will be issued, where the unavailability or performance issues arise from:

a. Customer breach of the Agreement, or failure to provision the relevant Cloud Product properly;
b. Use of the Cloud Products in a manner not authorized under the Agreement or inconsistent with applicable Documentation;
c. Force majeure events or other circumstances beyond CarbonX’s reasonable control (including network outages, internet provider failures, or denial-of-service attacks);
d. Customer infrastructure issues, including hardware, software, or network connections not operated or controlled by CarbonX;
e. Customer Data or Customer Materials, or issues arising from content uploaded or configured by the Customer;
f. Third-party products or integrations not operated or controlled by CarbonX; or
g. Routine scheduled maintenance or emergency maintenance carried out in accordance with CarbonX’s Maintenance Policy.

Additionally, the Service Level Commitment does not apply to:
i. Sandbox instances, Free Products, or Beta Products; or
ii. Any features or modules specifically excluded from the Service Level Commitment as identified in the applicable Product Documentation.

4. Service Agreement & Service Description

4.1 Service Availability

The CarbonX platform and related carbon footprint calculation services will be available to Customers on a 24x7 basis, excluding periods of scheduled maintenance, emergency maintenance, or other application-specific maintenance events as outlined in this SLA and in the CarbonX Maintenance Policy.

CarbonX aims to deliver a service that is both highly available and performance-optimized, ensuring Customers can depend on uninterrupted access to their sustainability data and analytics.

4.2 Reliability Measurement

To ensure measurable reliability, CarbonX monitors the performance of its cloud infrastructure using industry-recognized metrics, including Mean Time Between Failures (MTBF) and Mean Time to Repair (MTTR).

A failure is defined as any infrastructure-related incident resulting in total or partial unavailability of the Software or significant performance degradation impacting core functionality.

4.3 Service Availability Commitment

CarbonX strives to achieve a minimum monthly service availability of 99.5% across its production environment.
Availability is calculated as the total number of minutes in a calendar month, minus the minutes of unplanned downtime, divided by the total number of minutes in the month.

Target Availability: ≥ 99.5%

4.4 Performance Metrics (KPIs)

CarbonX continuously monitors key performance indicators (KPIs) to maintain a reliable and responsive service experience.

4.5 Service Levels, Rankings, and Priority

To ensure timely incident response and transparent prioritization, CarbonX classifies service issues by severity level, defining both the nature of the issue and the target response time.

4.6 Measurement and Reporting

• Service reliability and performance are measured continuously through CarbonX’s monitoring tools.

• Monthly performance summaries are available upon Customer request or as part of periodic SLA reviews.

• Significant deviations from the SLA targets will be reviewed collaboratively between CarbonX and the Customer to identify improvement actions.

5. Service Maintenance

Scope. “Maintenance” includes (without limitation): adding/removing/replacing hardware; commissioning new servers/versions/modules; patching servers, workstations, and network devices; and installing or updating system software. Network and/or system interruptions will occur only when strictly necessary to safely complete maintenance.

5.1 Maintenance Windows

CarbonX schedules three maintenance types:

Time zone note: Times are published in CET. If a different regional time is required for your operations, CarbonX can provide an equivalent schedule in your local timezone within maintenance notifications.

5.2 Maintenance Notifications

CarbonX will announce all Standard, Non-Standard, and Emergency maintenance windows—identifying affected services/modules and approximate durations—via:

1. In-product banner/notice within the Software interface, and

2. Email to the Customer’s designated distribution list.

Customer responsibility: Provide and maintain one or more notification email addresses for inclusion in the distribution list; promptly update CarbonX if recipients change.

5.3 Notification Lead Times (Guidance)

• Standard Maintenance: Notice ≥ 5 business days in advance.

• Non-Standard Maintenance: Notice ≥ 3 business days in advance (subject to Customer approval).

• Emergency Maintenance: Notice as soon as practicable prior to or during the event (e.g., security hotfixes).

5.4 Conduct and Safeguards

• CarbonX will strive to minimize downtime, use rolling or blue/green deployments where feasible, and rollback if necessary to restore service.

• Maintenance will be executed using documented change controls, with post-maintenance verification of service health and performance.

• If material impact exceeds the notified window, CarbonX will provide status updates and a post-event summary upon request.

5.5 SLA Interaction

• Scheduled Standard and approved Non-Standard maintenance, as well as Emergency maintenance performed to protect the platform, are excluded from unavailability calculations under the Service Level Commitment, as set out in the Exclusions section of this SLA.

6. Exceptions and Limitations

This Service Level Agreement (SLA) is subject to the following exceptions and special conditions:

1. Holiday Response Adjustments
   During officially recognized public holidays (as defined by the jurisdiction where the CarbonX service is hosted or the Customer’s region of operation), response times for requests classified as Severity Level 4 or lower may be delayed by up to 24 hours.

2. Holiday-Overlapping Weekdays
   If an official holiday coincides with a weekday, any new support request or incident received on that date will be acknowledged and handled in accordance with its severity level beginning on the next business day.

3. Service Continuity During Holidays
   Critical infrastructure and automated monitoring systems will remain operational during holidays to ensure the continuity of essential CarbonX services. Only human response times for non-critical issues are affected by this provision.

7. Service Management

Effective service management ensures consistent delivery and reliability of all in-scope CarbonX services. The following sections outline details on service availability, monitoring, continuity, scalability, and security controls.

7.1 Service Availability

• Email Support: Available and monitored from 9:00 A.M. to 5:00 P.M. (CET), Monday through Friday.

• After-Hours Requests: Emails received outside of standard business hours will be collected by the system; however, response and resolution activities will resume on the next working day.

• System Monitoring: CarbonX continuously monitors the health, availability, and performance of the CarbonX Software and related infrastructure to ensure proactive issue identification and response.

7.2 Service Continuity (Disaster Recovery)

• Hosting Environment:
  Service Continuity and Disaster Recovery (DR) operations are hosted in a hot-site configuration within Amazon Web Services (AWS) data centers located in Frankfurt, Germany.

• Disaster Declaration:
  In the event of a declared disaster, CarbonX’s primary objective is to recover all production applications and restore critical operations within the target recovery times defined in its Business Continuity and Disaster Recovery (BCDR) plan.

• Recovery Time Objectives (RTO):
  Critical applications will be restored and operational within the designated recovery period following an emergency outage declaration, ensuring minimal disruption to Customer operations.

7.3 Service Scalability

• CarbonX will scale the Service at the Customer’s request to accommodate business growth, redundancy, or capacity expansion.

• Scalability requests may require lead time and additional costs, depending on infrastructure capacity and service level adjustments.

• CarbonX will advise the Customer of any technical limitations or expected delivery timelines for scalability enhancements before implementation.

7.4 Service Security

• All services provided by CarbonX conform to CarbonX’s Security and Data Classification Policies, as described in its Technical and Organisational Security Measures documentation.

• If any component of the Software is determined to adversely impact service availability or performance (e.g., due to a denial-of-service condition or security threat), CarbonX reserves the right to temporarily suspend the affected service until the issue is fully remediated.

• CarbonX maintains strict access control policies to protect service environments and Customer Data.

7.5 Customer Access and Responsibilities

Upon full payment and execution of the User Agreement, the Customer will receive access instructions via email.

• Administrator Credentials:

  • CarbonX retains exclusive possession of root or system administrator credentials for hosted infrastructure to ensure platform security and integrity.

• Customer Accounts:

  • The Customer will receive administrative access privileges sufficient to perform essential administrative functions, such as creating or managing user accounts.

• Password Security:

  • The Customer is responsible for setting and maintaining strong passwords (minimum eight characters, including at least one uppercase letter, one lowercase letter, one number, and one special character).

  • The Customer is solely responsible for protecting account credentials and preventing unauthorized access.

Failure to adhere to these password and security obligations may result in suspension of services if system integrity is at risk.

8. Service Management, Support & Escalation

8.1 Handling and Response Times

CarbonX is committed to resolving all reported service issues in a timely and transparent manner.
Known or reported incidents will be investigated, diagnosed, and resolved according to the severity levels and response targets defined in the Service Levels, Rankings, and Priority section of this SLA.

8.2 Handling

• All support requests are prioritized based on their urgency and business impact.

• Requests are assigned to the appropriate support tier to ensure prompt and effective resolution.

• CarbonX will provide progress updates to the Customer throughout the resolution process, especially for Severity Level 1–3 incidents.

If escalation is required, the Customer may contact the Support Manager or Account Manager to ensure the issue receives immediate attention and tracking.

9. Acceptance

IN WITNESS THEREOF, this Service Level Agreement (SLA) is executed by the authorized representatives of both parties and forms an integral part of the User Agreement between CarbonX and the Customer.

Appendix A — Contact List

Note: All incident reports and support requests must be submitted via email to notification@carbonx.com.
This ensures proper case tracking, prioritization, and escalation under the SLA.

Appendix B — Priority Definitions and Response Targets

All response and resolution times are measured in service hours (Monday–Friday, 09:00–17:00, CET).
Example: A critical incident reported at 15:00 on Monday will have a response deadline of 09:30 on Tuesday.

Additional Note

While CarbonX will make reasonable efforts to respond to and remediate Outage and Critical incidents outside standard business hours, such after-hours support is not contractually guaranteed under this SLA.