SLA — Service Level Agreement (Provio)

Annex to the Terms of Service for the Provio Service

Provider: VisionEdge s. r. o., Company ID (IČO): 51962161 · Version: 1.0 · Effective date: 21 June 2026

1. Subject matter and scope

1.1 This document defines the Provider's commitments regarding the availability of the Provio service, support, planned maintenance and backups.

1.2 The SLA applies to paid plans under the Price List. It does not apply to the free trial period or beta features.

2. Service availability

2.1 The Provider undertakes to ensure monthly availability of the Service's web interface at the level of 99.5% (the "Guaranteed Availability").

2.2 Availability is calculated per calendar month:

Availability (%) = (Total time in month − Downtime) / Total time in month × 100

2.3 Downtime does not include:

• planned maintenance notified under Art. 3,
• outages caused by force majeure,
• outages or limitations of blockchain networks, on-chain and price data sources, exchanges, sanctions list providers, or target accounting systems,
• outages of other third-party infrastructure or services beyond the Provider's control,
• outages caused by the conduct of the Customer or its Users,
• interruption of connectivity on the Customer's side.

2.4 Importing on-chain data, valuation according to external price sources, sanctions screening and import into accounting systems depend on third parties; the Guaranteed Availability relates to the availability of the Service interface, not to the availability or completeness of third-party data.

3. Planned maintenance

3.1 The Provider carries out planned maintenance preferably during periods of low traffic (usually on business days after 22:00 or at weekends).

3.2 The Provider gives advance notice of planned maintenance with a material impact on availability, usually at least 24 hours, in an appropriate manner (email or notice within the interface).

3.3 The Provider may carry out urgent security maintenance without prior notice where this is necessary to avert imminent harm.

4. Support

4.1 The Provider provides support by email at podpora@visionedge.sk during business hours business days 9:00 to 17:00. A higher plan may include priority support under the Price List.

4.2 Target response times (time to first response during business hours):

4.3 Response time means the time to first response, not the time to resolution.

Note on deadlines: Neither support nor the SLA response times are a substitute for the timely fulfilment of the Customer's accounting and tax obligations. The Customer is responsible for meeting them (see the Disclaimer).

5. Backup and recovery

5.1 The Provider performs regular encrypted backups of stored data daily (during the night) with a retention of 14 days.

5.2 Indicative recovery parameters: recovery point (RPO) up to 24 hours, recovery time (RTO) up to 24 hours, depending on the scope of the incident.

5.3 The Provider's backups do not replace the Customer's own records and statutory retention of accounting documents.

6. Remedy for failure to meet availability

6.1 The Provider does not provide financial service credits. In the event of failure to meet the Guaranteed Availability, the Provider addresses the incident without delay and as a priority and takes measures to restore operation.

6.2 In the event of repeated or prolonged serious failure, the Customer has the right to terminate the agreement in accordance with the Terms.

7. Exclusions and reporting

7.1 The SLA does not apply to the trial period or beta features.

7.2 The Customer reports incidents without delay to the support contact, with a description sufficient to identify them.

This SLA is part of the agreement and is interpreted together with the Terms of Service for the Provio Service.