Service Level Agreement

1.1 This Service Level Agreement ("SLA") defines the service levels, support commitments, and incident management procedures applicable to the Involv Intranet software (the "Product") provided by Cognit B.V. ("Cognit") to the Customer.

1.2 This SLA forms part of the contractual framework between Cognit and the Customer, together with the General Conditions, the EULA, the DPA, and the applicable Order Form. In the event of a conflict between this SLA and the General Conditions, the General Conditions shall prevail.

1.3 The service levels in this SLA are determined by the applicable Support Package, as specified in the Order Form. Cognit offers three Support Packages: Support Essential, Support Advanced, and Support Enterprise.

1.4 This SLA applies to the end-customer receiving the Product, regardless of whether the commercial relationship is direct with Cognit or through a Partner. Where a Partner resells the Product, this SLA governs the service levels that the end-customer can expect from Cognit. Partners may reference this SLA in their own agreements with end-customers.

1.5 Support is limited to the Involv Intranet Product and any custom solutions created by Cognit. Third-party software, Microsoft 365 platform issues, and customer-built customisations are excluded.

2.1 The Involv Intranet Product runs entirely within the Customer's own Microsoft 365 tenant on the SharePoint Online framework. Platform availability is therefore governed by Microsoft's SLA for SharePoint Online, which commits to 99.9% monthly uptime. Cognit passes through this commitment.

2.2 The Microsoft SharePoint Online SLA can be consulted at https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services. Microsoft may update this SLA from time to time.

2.3 Cognit does not have access to the Customer's Microsoft 365 Health Center and cannot independently monitor the Customer's platform availability. The Customer is responsible for checking its own Service Health dashboard and sharing relevant status information with Cognit when reporting issues.

2.4 Downtime means any period during which users are unable to access or use the Involv Intranet Product for which they have appropriate permissions, excluding: (a) scheduled maintenance communicated at least 48 hours in advance; (b) Microsoft 365 platform outages or degradations, including throttling imposed by Microsoft on the Customer's tenant; (c) issues caused by Customer-side configurations, customisations, or network conditions; and (d) force majeure events.

2.5 Microsoft 365 may impose throttling (temporary performance limits) on a Customer's tenant due to excessive API calls, resource consumption, or platform-wide load management. Throttling is controlled by Microsoft, not by Cognit. If the Product appears slow or unresponsive due to throttling, the Customer should check its Microsoft 365 Health Center and Admin Center for throttling indicators before reporting an incident to Cognit.

3.1 Cognit offers three Support Packages. The applicable package is specified in the Order Form.

3.2 Support hours are consumed on a per-incident basis. Cognit shall track hours spent and notify the Customer when 80% of the included hours have been consumed. Additional hours beyond the included allocation are billed at the applicable rate.

3.3 Unused support hours carry over to the next year. Hours are cumulative for the duration of the active Support Package.

3.4 The Customer may upgrade to a higher Support Package at any time. Downgrades take effect at the next renewal date. The annual indexation of 3% as described in the Order Form applies to Support Package fees.

4.1 Each incident reported to Cognit is classified into one of four priority levels based on its impact on the Customer's business operations.

4.2 The initial priority is assigned by the Customer when reporting the incident. Cognit may propose a reclassification based on its technical assessment.

4.3 If an incident is caused by a Microsoft 365 platform issue (as evidenced by the Customer's Microsoft 365 Health Center), it is excluded from this SLA. Cognit shall, where possible, propose a workaround or temporary solution.

5.1 The following response times apply during Business Hours (Monday to Friday, 09:00–17:00 CET, excluding Belgian public holidays). Incidents reported outside Business Hours are treated as received at the start of the next Business Day.

5.4 Support Essential does not include formal SLA response times. Cognit will handle incidents on a reasonable-efforts basis during Business Hours.

5.5 Definitions:

• Response Time: measured from the moment Cognit sends a written acknowledgment (not an automated reply) to the moment work begins on the incident.
• Mitigation Time: measured from the start of work to the moment a workaround or temporary fix is in place that restores usability.
• Resolution Time*: measured from the start of work to the moment the root cause is resolved. Resolution times are targets, not guarantees. Actual resolution depends on complexity, third-party dependencies, and the quality of information and access provided by the Customer.

The Customer may report incidents through the following channels:

• Support Portal: via the support desk provided by Cognit (preferred for non-critical issues)
• Email: [email protected]
• Phone: +32 (0)2 669 05 80 (Business Hours only; for P1 and P2 incidents)

Every incident report must include:

• A clear title describing the issue
• A detailed description of the problem, including steps to reproduce
• The number of users affected and the business impact
• The time the issue was first observed
• Screenshots or screen recordings demonstrating the issue
• A screenshot of the Customer's Microsoft 365 Health Center showing any active or recent Microsoft issues

Effective incident resolution requires cooperation between the Customer's IT department and Cognit. The following process applies:

• The Customer shall first check its Microsoft 365 Health Center to determine whether the issue is caused by a Microsoft platform outage or degradation.
• If the issue is not related to Microsoft, the Customer reports it to Cognit through one of the channels listed above, including the Health Center status.
• Cognit acknowledges receipt and assigns a priority level.
• Cognit investigates and, if the root cause is within Cognit's scope (the Involv Intranet Product or custom solutions built by Cognit), works to resolve the incident within the applicable service levels.
• If Cognit determines the issue is related to Microsoft, it shall inform the Customer and, where possible, propose a workaround or temporary solution.

For Support Advanced and Support Enterprise customers, Cognit shall deliver a Root Cause Analysis (RCA) after the resolution of P1 and P2 incidents:

• P1 incidents: RCA delivered within 5 business days after resolution
• P2 incidents: RCA delivered within 10 business days after resolution

7.1 The response and resolution times in this SLA are contingent upon the Customer providing Cognit with timely and appropriate access to the relevant environment and the necessary permissions to diagnose and address the issue.

7.2 If Cognit does not have the necessary user rights to resolve an issue, the Customer shall either grant temporary access or participate in a joint Teams session (or similar) to enable Cognit to implement a fix.

7.3 If access is delayed or obstructed due to factors within the Customer's control, the applicable response and resolution times shall be extended by the duration of the delay. Cognit shall document any such delays.

7.4 The Customer's IT department shall be available during the resolution of P1 and P2 incidents and shall provide the information and cooperation reasonably required by Cognit.

8.1 The following are excluded from the scope of this SLA:

• Microsoft 365 platform outages or degradations (covered by Microsoft's own SLA)
• Issues caused by the Customer's own configurations, customisations, or third-party software not provided by Cognit
• Issues caused by the Customer's network, firewall, or proxy configurations
• Unsupported use of the Product (e.g. use on unsupported browsers or devices)
• Feature requests and enhancement suggestions (handled through the product roadmap)
• Scheduled maintenance communicated at least 48 hours in advance
• Force majeure events as defined in the General Conditions

9.1 Support Advanced customers receive a quarterly report containing: a summary of all incidents, SLA compliance metrics, support hours consumed vs. remaining, and recommendations.

9.2 Support Enterprise customers receive a monthly report containing the same information as the quarterly report, plus trend analysis and a review meeting (remote) with Cognit's support team.

9.3 Support Essential customers do not receive periodic reports. A summary of hours consumed is available upon request.

10.1 If the Customer is not satisfied with the progress on an incident, the following escalation path applies:

10.2 Escalations should be communicated via email to the applicable contact. Cognit shall acknowledge escalations within 4 Business Hours.

11.1 This SLA is effective for the duration of the applicable Order Form and renews together with the Support Package.

11.2 Cognit may update this SLA from time to time. Material changes will be communicated to the Customer at least thirty (30) days in advance. If a change materially reduces the service levels, the Customer may object in writing within the notice period. If no resolution is reached, the Customer may terminate the Support Package at the next renewal date.

11.3 This SLA is governed by Belgian law, consistent with the General Conditions.