10. Contact Us

If you have questions or concerns about these terms, please contact us: 📧 info@coengine.ai 🌐 www.coengine.ai 📍 COEngine Systems Inc., British Columbia, Canada

9. Governing Law

This SLA shall be governed by and construed in accordance with the laws of the Province of British Columbia, Canada, and applicable federal laws of Canada.

8. Modifications

CoEngine reserves the right to update or modify this SLA at any time. Updated versions will be posted on our website, and continued use of the services constitutes acceptance of the revised SLA.

7. Limitation of Liability

• CoEngine is not liable for any indirect, incidental, consequential, punitive, or special damages (including loss of profits, revenue, business, data, or goodwill). • CoEngine’s maximum aggregate liability under this SLA will not exceed the subscription fees paid by the Customer for the affected month.

6. Remedies

• If CoEngine fails to meet the 99.5% Monthly Uptime Percentage, the sole and exclusive remedy is a service credit of up to 5% of the monthly subscription fee for the affected month. • Credits must be requested in writing within 30 days of the incident. • No refunds, financial compensation, or liability beyond service credits will apply.

5. Customer Responsibilities

The Customer agrees to: • Maintain secure access credentials and safeguard accounts. • Use the service in compliance with laws, regulations, and our Acceptable Use Policy. • Ensure adequate internet connectivity, systems, and hardware on their end.

4. Exclusions

This SLA does not apply to: 1. Downtime caused by Customer’s actions, negligence, or misuse of the services. 2. Downtime due to factors outside CoEngine’s control (e.g., internet provider outages, DNS issues, cyberattacks). 3. Services marked as beta, trial, or experimental. 4. Third-party software, APIs, or integrations used in conjunction with CoEngine.

3. Support Services

• Standard Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (Pacific Time), excluding public holidays. • Response Times: o Critical issues (system unavailable): Initial response within 8 business hours. o High priority (major feature degradation): Initial response within 24 business hours. o General issues/requests: Initial response within 72 business hours. • Resolution times are not guaranteed and will vary depending on the complexity of the issue.

2. Scheduled Maintenance

• CoEngine may perform scheduled maintenance and upgrades. • We will use reasonable efforts to provide notice in advance (minimum 24 hours). • Scheduled maintenance will not count as downtime.

1. Service Commitment

CoEngine will use commercially reasonable efforts to make its services available with a Monthly Uptime Percentage of at least 99.5%. • Uptime is measured across a monthly billing cycle. • Uptime does not include scheduled maintenance, force majeure events, or downtime caused by third-party services, internet providers, or customer misuse. Disclaimer: This uptime is a service goal, not a guarantee. No financial credit or refund will be issued for downtime, except as expressly stated in Section 6.

Service Level Agreement (SLA) – CoEngine

Effective Date: 01 Sep 025 Update Date: 08 Sep 2025 This Service Level Agreement (SLA) forms part of the Terms of Service between CoEngine Systems Inc. (“CoEngine,” “we,” “our,” or “us”) and the client (“Customer,” “you,” or “your”). This SLA governs the provision of our software services and support. By using our services, you agree to the terms set forth below.

© 2025 COEngine. All rights reserved. Proudly Canadian

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