SERVICE LEVEL AGREEMENT (SLA)

Sanum B.V. –Hosting Server/ hostingserver.be
Version: 2025-09-20

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1.Introduction

This Service Level Agreement (“SLA”) is an integral part of the agreement betweenSanum B.V.(hereinafter:Sanum) and theClient.
This document records agreements about availability, response times, maintenance, support and quality of service.

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2.Definitions

• Employ: all hosting, email, server, domain, VPS and related services provided by Sanum.

• Uptime: the time that a service is operational and accessible.

• Incident: disruption of services resulting in limited or unavailable functionality.

• Notification: report made by the Client of an incident or malfunction.

• Office hours: Monday to Friday, 9:00 AM – 5:00 PM, excluding public holidays.

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3. Availability (Uptime)

1. Sanum strives for an averageuptimeor 99.9%on an annual basis.

2. Uptimeis measured over Sanum's hosting and server infrastructure.

3. Exclusions from uptime calculation:

   • planned maintenance (see article 4)

   • force majeure situations (such as power outages, DDoS attacks, data center problems)

   • incidents caused by the Client, its applications, scripts or settings

   • disruptions to external parties (e.g. DNS, internet providers or registries)

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4.Maintenance

1. Sanum carries out regular maintenance to ensure safety, speed and stability.

2. Maintenance consists of software updates, hardware replacement, patching, security updates and optimizations.

3. Where possible, maintenance is carried out outside office hours.

4. In the event of major maintenance that may have an impact on the service, the Client becomes the Clientat least 24 hours in advanceinformed.

5. Emergency maintenance (in case of serious security risks) can take place without notice.

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5.Support

Sanum offers Dutch-language technical support via email/ticket system.

5.1 Response times

• Critical failure (service offline):response inside1 hour

• Major malfunction (partial failure):response inside4 hours

• Non-critical requests:response inside24 hours

• General questions:response inside48 hours

5.2 Resolution times (target times, no guarantees)

• Critical failure: within 4–8 hours

• Major failure: within 24 hours

• Other notifications: depending on complexity

Remark: resolution times may vary depending on external parties (registry,data center, software supplier, etc.).

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6.Security

Sanum takes appropriate technical and organizational measures, including:

• firewall and network security

• DDoS protection

• malware and virus detection

• isolation or hosting accounts

• continuous monitoring (24/7)

• secured data centers

• SSL/TLS encryption

• automatic security updates

Sanum does not guarantee absolute security, but acts in accordance with GDPR and industry best practices.

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7. Backups

1. Sanum makes automatic backups according to the purchased package (e.g. daily, weekly, retention x days).

2. Backups are stored on secure systems within the EU.

3. The Client remains responsible for additional backups and test recovery.

4. Sanum is not liable for data loss unless it is the result of demonstrable negligence on the part of Sanum.

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8. Responsibilities of the Client

The Client is responsible for:

• maintenance and updates of scripts, CMS systems and plug-ins

• correct configuration of the hosting environment

• secure password management

• compliance with legal obligations (such as GDPR)

• content and security of own applications

• correct DNS and domain settings (unless Sanum implements this)

• no abuse of services (spam, malware, illegal content)

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9. Abuse

Sanum has a strict abuse policy:

• In the event of spam, malware, DDoS from account, phishing, illegal content or danger to infrastructure, Sanum may:

  • block the service immediately

  • suspend accounts

  • securing data for research

  • terminate (without refund)

The Client will be informed of this as soon as possible.

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10. Force majeure

Situations beyond Sanum's control fall under force majeure, including:

• disruptions at data centers

• internet disruptions

• DDoS attacks

• power outages

• fire, explosion, natural disasters

• pandemics

• strikes, staff outages

Sanum is not guilty in such situations.

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11.Liability

1. Sanum's liability is limited as laid down in theGeneral Terms and Conditions.

2. Sanum is not responsible for:

   • indirect damage

   • loss or turnover

   • data loss caused by the Client

   • damage from scripts, applications or configuration errors

3. Maximum liability:€10,000 per event.

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12. Compensation for downtime

Sanum may, at its sole discretion,service creditsin case of prolonged or unplanned downtime.
This is not a right, but a leniency.

Service credits:

• < 99%uptimeper month → 5% compensation

• < 98%uptimeper month → 10% compensation

• < 95%uptimeper month → 25% compensation

Compensation takes placecredit for future services, not refundable.

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13.Term and Termination

1. This SLA is valid as long as an active agreement exists.

2. Sanum may change the SLA due to:

   • technical changes

   • legal obligations

   • improvements in services

3. Changes are communicated in a timely manner.

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14. Governing Law

This SLA isDutch lawapplicable.
Disputes will be handled by the competent court in Sanum's place of business.

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Sanum B.V. –Hosting Server
Date:20-09-2025