Service Level Agreement

1. General

1.1 This Service Level Agreement (the "Agreement") forms an integral part of the overarching Terms between the parties, addressing obligations and conditions regarding the use of the Products.

1.2 Definitions follow those established in the Terms, except where specifically noted otherwise in this Agreement.

1.3 In case of any conflict or inconsistency between this Agreement and the Terms, the Terms shall prevail.

2. The services

2.1 The Provider commits to delivering the following support services:

2.1.1 Telephone support during regular business hours, specifically from 8:00 AM to 4:00 PM, Monday through Friday, excluding applicable national holidays. The Customer selects either Danish Time (CET/CEST) or Ecuadorian Time (ECT). Denmark-based support operates exclusively in English, while Ecuador-based support is available in both Spanish and English.

2.1.2 On-site support encompassing trials, installations, and training sessions, subject to mutual agreement and invoiced separately outside standard support pricing.

2.1.3 Product servicing including repair and replacement costs, except for damage resulting from the Customer's fraud, willful misconduct, gross negligence, natural disasters, weather, political conditions, warfare, or other force majeure events. Backup unit(s) (as defined in the Order Form) will be provided at the Customer's site and remain the property of the Provider. Activation of a backup unit requires notification within twelve hours and scheduling of the return of the damaged equipment. Upon return, a replacement backup unit is dispatched to the Customer.

3. Service requests

3.1 Requests exceeding the scope of telephone support must be submitted to support@sincereaqua.com in English. Submissions must include the company name, contact details including the name and phone number of the contact person, and a description of the requested service.

4. Response time

4.1 The Provider endeavors to respond within twenty-four hours of submission. Following confirmation, an assessment is made and remedial actions commence based on operational impact and resource availability. Processing follows the regular business hours outlined in Clause 2.1.1; requests received outside business hours are handled the next business day.

5. Price

5.1 Annual support pricing is as designated in the Order Form as the "Support Price", exclusive of VAT. Pricing adjusts annually based on the Danish Consumer Price Index (CPI) unless alternative arrangements are specified in the Order Form, with adjustments effective January 1st annually.

6. Payment

6.1 Payment of the Support Price occurs quarterly or annually in advance per the Order Form, via automated credit card or wire transfer. Invoices are issued thirty days before each payment period. Failure to pay timely permits immediate termination by the Provider; reinstatement is not possible, and backup units must be returned immediately.

7. Term and termination

7.1 The Agreement takes effect upon the Customer's acceptance, no earlier than delivery of the Products, and continues provided payments remain current. Either party may terminate with thirty days' written notice, or the Provider may terminate immediately for material breach involving fraud, willful misconduct, or gross negligence if unresolved within seven days of written notice. Upon termination, backup units must be returned to the Provider.

8. Governing law

8.1 This Agreement is governed by Danish law, with disputes adjudicated before the City Court in Copenhagen, Denmark, as first instance.