Service Level Agreement

Last Updated: April 17, 2026

This Archie Service Level Agreement (“SLA”) between 9338-9666 Québec inc. operating as Archie (“Archie”, “Provider”, “we”, “us”) and customers of the Archie Services (“Customer”, “you”) governs the availability and support of the Archie Services (the “Platform”) and forms part of, and is incorporated into, the Archie Terms and Conditions.

1. Support

1. Archie will make available during business hours a help desk support facility, which is provided by way of email and chat support for the purposes of:

1. assisting the Customer with the initial setup configuration of the Platform (Archie may, at its discretion, determine that certain requests cannot be effectively resolved through chat or ticket-based support, including where resolution requires in-depth analysis, configuration, or extended interaction. In such cases, the Customer may be directed to a paid one-on-one support session, subject to Archie’s then-current rates.)

2. assisting the Customer with the proper use of the Platform; and/or

3. determining the causes of errors and fixing errors in the Platform.

2. Response and resolution times

1. Archie will:

1. use reasonable endeavors to respond to requests for Support Services made through the helpdesk email (support@archieapp.co), the chat (available on the platform); and

2. use reasonable endeavors to resolve issues raised by the Customer promptly and in accordance with the following response time matrix:

*Resolution time – reflects the average amount of time in which our team aim to fully resolve your support request after it has been opened.

*First response time – reflects the average amount of time in which someone from our team will reach out to you to better understand your support request and provide you with information about the next steps we will take to resolve it.

*Severity – reflects the business impact of the support request, as determined by the Archie support team.

2. Archie will determine, acting reasonably, which severity category an issue raised through the Support Services falls.

3. All Support Services will be provided remotely unless expressly agreed otherwise by the Provider.

3. Limits on support services

1. Where the total person-hours spent by Archie performing the Support Services under Paragraphs [1] and [2] during any 30 days exceed 6 hours, then:

1. Archie may agree to provide additional such Support Services to the Customer during that period, but the provision of such services will be subject to payment by the Customer of additional Charges at the Provider’s standard hourly rate from time to time.

2. Archie shall have no obligation under this Agreement to provide Support Services in respect of any fault, error or request arising from:

1. the improper use of the Platform;

2. the use of the Platform otherwise than in accordance with the Documentation; or

3. any third-party software, integrations, or API services, including, without limitation, issues arising from their configuration, implementation, or use, or requests requiring custom development, technical investigation, or knowledge of such third-party systems.

3. Notwithstanding the foregoing, Archie may, at its sole discretion, agree to provide assistance in relation to such matters as part of separate paid services.

4. Uptime commitment

1. Archie shall use all reasonable endeavors to ensure that the Platform has a 99.5% total uptime of the Service, as measured over a rolling 3 months (90 days) period by a reputable external monitoring service of our choice from time to time. This excludes any planned maintenance periods.

5. Back-up and restoration

1. Archie will:

1. make back-ups of the Customer Data stored on the Platform every 6 hours.

2. In the event of the loss of, or corruption of, Customer Data stored on the Platform being notified by the Customer to the Provider under Paragraph [1], the Provider shall if so directed by the Customer use reasonable endeavors promptly to restore the Customer Data from the most recent available backup copy.

6. Scheduled maintenance

1. Archie may suspend access to the Platform in order to carry out scheduled maintenance, and such suspension to be for not more than 4 hours in each calendar month.

2. The Platform downtime during scheduled maintenance carried out by the Provider in accordance with this Paragraph [6] shall not be counted as downtime for the purposes of Paragraph [4].