Service Level Overview

1. Uptime Target

LineUp targets a platform availability of 99.9% in any given calendar month. This is measured as the proportion of time the Platform is operational and accessible to authenticated users, excluding the exclusions listed in Section 3.

Uptime is an operational target. It is not a warranty of uninterrupted service and does not give rise to financial credits unless separately agreed in writing.

2. Scheduled Maintenance

• Scheduled maintenance windows will be communicated to Tenant administrators with a minimum of 48 hours' advance notice, where practicable
• Maintenance is generally planned during off-peak hours to minimize disruption
• Emergency maintenance may be performed without advance notice when required to address critical security vulnerabilities or data integrity issues; LineUp will notify Tenants as soon as possible in such cases

3. Exclusions from Uptime Calculation

The following are excluded from uptime measurements and do not constitute platform downtime:

• Scheduled maintenance windows communicated in advance
• Interruptions caused by factors outside LineUp's control, including failures of third-party internet infrastructure, DNS providers, or cloud hosting providers
• Force majeure events
• Interruptions caused by Tenant configuration errors, misuse, or actions that breach the Terms of Service
• SMS or email delivery failures attributable to third-party gateway providers

4. Support

LineUp provides support to Tenant administrators via email at support@cybersafehills.com

Support covers:

• Platform functionality questions and usage guidance
• Reporting and investigation of suspected platform defects
• Assistance with account configuration and onboarding

Support response targets (measured on business days, Monday through Friday):

These response times reflect LineUp's operational targets and do not constitute contractual service levels unless separately agreed.

5. Incident Communication

In the event of an unplanned outage or degraded service affecting Tenants, LineUp will communicate via email to Tenant administrators and, where available, through in-platform notifications. Updates will be provided at reasonable intervals until the incident is resolved.

6. Contact

CyberSafeHills & Partners Ltd, Kk 15 Rd, Kigali, Rwanda