Service Level Agreement

Version: 1.2 · Published: 16 October 2026 · Effective: on acceptance for new Workspaces; for Workspaces that accepted an earlier Version, on the date STAK gives in its notice under clause 20 of the Customer Terms of Service · Governing text: English (clause 23.9 of the Customer Terms of Service)

Issued by: STAK Global, LLC, a limited liability company formed in the State of Delaware, United States of America (file number 10798493), which owns STAK (ستاك) and the Services. Contact: [email protected].

1. Scope and definitions

1.1 This Service Level Agreement forms an integral part of the Agreement under clause 3.1 of the STAK Customer Terms of Service (the "Terms"). Expressions defined in the Terms have the same meaning in this Service Level Agreement. This Service Level Agreement applies to every Workspace on a Paid Plan whose Fees have been paid. It does not apply to the Free Plan or to Beta Features.

1.2 The following expressions have the meanings given next to each:

• Core Services: sign-in, the Customer's back office, the point of sale while online, the Public Pages, and the public API.
• Downtime: the number of minutes in which at least one Core Service is unavailable, as determined under clauses 3, 4 and 5. Each minute counts once, however many Core Services are affected in it.
• Monthly Uptime Percentage: the percentage calculated under clause 3.3 for each calendar month.
• Scheduled Maintenance: maintenance that STAK notifies in advance under clause 4.1.
• Emergency Maintenance: maintenance needed to protect the security or integrity of the Services, for which advance notice under clause 4.1 is not possible.
• Service Credit: a discount applied under clauses 6 and 7.
• Monthly Fees: the Fees for the Paid Plan and Add-ons of the affected Workspace for the month concerned. For an annual subscription, the annual Fees divided by twelve.

2. Target availability

2.1 STAK commits to take reasonable care to achieve a Monthly Uptime Percentage for the Core Services of at least 99.9% in each calendar month.

2.2 When the connection to the Services is lost, the point of sale keeps recording sales in Offline Mode, as described in the Documentation. This does not affect how Downtime is counted under this Service Level Agreement.

3. How availability is measured

3.1 Where external monitoring systems are in service, STAK measures the availability of the Core Services with them: they check each Core Service every minute from at least two different geographic locations, and STAK keeps the records of those checks for at least 13 months. A check fails if the Core Service cannot be reached or returns a server-side error. Downtime starts at the first of two consecutive minutes in which checks from at least two different locations fail, and ends at the first minute in which a check succeeds. For any period for which such records do not exist, Downtime is determined from STAK's server and incident records and from reports under clause 7.2, and any doubt is resolved in the Customer's favour.

3.2 A report the Customer makes under clause 7.2 is also taken into account where STAK's records support it.

3.3 The Monthly Uptime Percentage is calculated as follows:

(total minutes in the month − minutes excluded under clause 5 − minutes of Downtime) ÷ (total minutes in the month − excluded minutes) × 100

4. Maintenance

4.1 STAK notifies the Customer of Scheduled Maintenance at least 72 hours in advance, within the Services or by email, and carries it out between midnight and 6:00 am Kuwait time (21:00 to 03:00 Coordinated Universal Time), for no more than eight hours a month. Minutes in which a Core Service is unavailable because of maintenance that was not notified under this clause, was carried out outside those hours, or took the month's total beyond eight hours count as Downtime, in the last case only for the minutes beyond that limit.

4.2 Minutes in which a Core Service is unavailable because of Emergency Maintenance count as Downtime, unless the maintenance results from Force Majeure excluded under clause 5(f).

5. Exclusions

The following are not counted as Downtime and are left out of the Monthly Uptime Percentage:

• (a) Scheduled Maintenance within the limits of clause 4.1;
• (b) failures of Connected Providers and of Third-Party Services the Customer chooses, such as Payment Service Providers, the Customer's own WhatsApp Business account, delivery platforms and government platforms. This does not cover the Sub-processors and infrastructure providers that STAK uses, including Meta for sending sign-in codes. A failure by Meta to deliver sign-in codes by WhatsApp is not Downtime while the other sign-in methods the Services offer, such as passkeys and Google, Apple or Microsoft sign-in, keep working;
• (c) failures of the Customer's devices, network, internet connection or browser, or failures of internet service or domain name system providers with which STAK has no contract;
• (d) acts of the Customer or its Users, use of the Services contrary to the Agreement or the Documentation, or exceeding Plan limits;
• (e) a Freeze, and a Suspension under clause 11 of the Terms; where the cause of a Suspension is not attributable to the Customer, clause 11.4 of the Terms applies to it instead;
• (f) Force Majeure under clause 18 of the Terms. The exception is the loss of the entire primary hosting region, which is the Frankfurt region described in clause 7.1 of the Data Processing Agreement; that loss counts as Downtime for the purposes of this Service Level Agreement only.

6. Service Credits

6.1 If the Monthly Uptime Percentage falls below the target, the Customer is entitled to a Service Credit according to the following table:

6.2 Total Service Credits for any one month do not exceed 50% of the Monthly Fees.

6.3 A Service Credit is applied as a discount on the next STAK Invoice or by a credit note under clause 7.1. If the subscription or the Agreement ends for any reason before the credit has been fully applied, STAK pays the remaining balance in cash, after setting off any amounts the Customer owes STAK.

6.4 No Service Credit is due for any month whose Fees have not been paid.

7. Applying and disputing Service Credits

7.1 STAK calculates the Monthly Uptime Percentage of each Workspace from its records under clause 3.1. It applies any Service Credit due automatically, without the need for a claim, as a discount on the next STAK Invoice or by a credit note issued within 30 days of the end of the month concerned, and shows the calculated percentage on that invoice or credit note.

7.2 The Customer may dispute the calculation, or report Downtime that was not counted, within the Services or by email to [email protected]. The dispute or report states the affected Workspace and the approximate dates and times of the Downtime. STAK responds within 15 Business Days to any dispute or report made within 60 days of the invoice, stating the Monthly Uptime Percentage it has calculated and the basis of the calculation.

7.3 The Customer does not lose its right to any Service Credit that is due because it made no report or because the period in clause 7.2 has passed.

8. Serious or repeated failure

The Customer may terminate the affected subscription within 30 days of the date on which STAK states the Monthly Uptime Percentage for the month concerned under clause 7.1, and receive a refund of Fees prepaid for the remaining period, in either of these cases:

• (a) the Monthly Uptime Percentage is below 99.0% in three consecutive months;
• (b) it is below 95.0% in a single month.

9. Communication during outages

9.1 STAK notifies affected customers of major outages within the Services or by email as soon as possible, and keeps them updated until the outage is resolved.

9.2 For any outage lasting more than one hour, STAK gives affected customers, within the Services or by email, a summary within five Business Days of its resolution. The summary sets out the cause and the steps taken to prevent it recurring, without disclosing anything that could affect the security of the Services.

10. Recovery objectives

10.1 STAK takes reasonable care to meet the following recovery objectives. They are operational targets, and missing them does not give rise to a separate Service Credit:

• (a) if the database fails within the primary hosting region: no more than 15 minutes of data lost, and service restored within four hours;
• (b) if the entire primary hosting region is lost: no more than 24 hours of data lost, and service restored from the Backups held in the Republic of Ireland under clause 7.1 of the Data Processing Agreement within 48 hours.

10.2 Restore procedures from Backups are tested periodically, as described in Annex 2 of the Data Processing Agreement.

11. Service Credits are agreed compensation

Service Credits are agreed compensation for not meeting the target availability. They and the termination right in clause 8 are all the Customer is entitled to for that failure, and the Customer may not claim more except in the case of STAK's fraud or gross negligence. This does not affect the exceptions in clause 16.5 of the Terms.