Trade Nest – Service Level Agreement (SLA) 1. Purpose This Service Level Agreement (“SLA”) defines the levels of service expected between The Trade Nest LTD (“Trade Nest”) and its users regarding platform performance, availability, and support expectations. 2. Scope This SLA applies to the services and software solutions provided through the Trade Nest platform, including white-labeled services licensed from Vendasta Technologies. 3. Uptime Commitment Trade Nest aims to maintain a 99.9% uptime target in line with Vendasta's platform SLA. This uptime guarantee applies to core functionalities of the platform, excluding planned maintenance or force majeure events. Platform performance is dependent on Vendasta's infrastructure. 4. Downtime Notifications and Remedies In the unlikely event of downtime, Trade Nest will immediately notify affected users via email and/or dashboard alert. Since we operate via a third-party platform (Vendasta), we do not assume direct responsibility for the root cause of service interruptions. Trade Nest is not liable for any damages, data loss, or business disruption caused by platform unavailability. 5. Support Response Times Trade Nest strives to respond to support requests as quickly as possible. While no guaranteed response window is defined, all queries submitted via support@thetradenest.co.uk are triaged and responded to in the order received, typically within 24–48 business hours. 6. Maintenance Scheduled maintenance, security patches, or platform upgrades may be conducted by our third-party provider Vendasta. Trade Nest will endeavour to notify users in advance where possible. 7. Service Credits and Limitations No service credits are currently provided. This SLA does not constitute a guarantee or warranty. Trade Nest reserves the right to amend this SLA as necessary and will communicate updates via our platform. 8. Contact All SLA-related concerns or downtime notices should be directed to David Johnson via support@thetradenest.co.uk. Effective Date This SLA is effective as of 08/06/2025.