Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes the service commitments provided by Nothon's GmbH for the Cadence Platform.

This SLA forms part of the Cadence legal framework and applies only to subscriptions that expressly include service level commitments.

Capitalised terms have the meanings defined in the Legal Overview.

This SLA applies to the availability and operation of the Cadence Platform.

It does not apply to:

• third-party services;
• internet connectivity;
• customer equipment or software;
• beta, preview, or experimental features unless expressly stated.

We operate the Cadence Platform using modern cloud infrastructure and continuously monitor the health, security, and availability of our services.

While no online service can guarantee uninterrupted availability, we are committed to maintaining a reliable Platform and to restoring service as quickly as reasonably practicable whenever an incident occurs.

Our target monthly availability is:

Service	Target Availability
Cadence Platform	99.9%

Availability is measured over each calendar month.

From time to time we perform maintenance to improve security, reliability, or functionality.

Where reasonably practicable we will provide advance notice of planned maintenance that may affect Platform availability.

Planned maintenance is not included when calculating availability.

We classify service incidents according to their impact.

Target Initial Response time is the time to acknowledge and begin investigation. It is not a resolution commitment.

Critical

• Complete Platform outage or widespread inability to use core functionality.
• 4 business hours - Target Initial Response Time

High

• Significant degradation affecting multiple Tenant Organizations.
• 1 business day - Target Initial Response Time

Medium

• Individual feature unavailable or degraded.
• 2 business days - Target Initial Response Time

Low

• Minor issue, question, or cosmetic defect.
• Best effort - Target Initial Response Time

Support requests may be submitted through the support channels published by Nothon's GmbH.

To assist with investigation, customers should provide sufficient information to reproduce the issue where possible.

Support is provided in English.

Availability calculations do not include interruptions caused by:

• scheduled maintenance;
• emergency maintenance;
• customer configuration or misuse;
• internet service providers;
• third-party services;
• force majeure events;
• actions required to protect the security or integrity of the Platform.

Unless expressly agreed in writing, this SLA does not provide financial service credits or penalties.

Nothing in this SLA limits any rights that cannot be excluded under applicable law.

We may update this SLA from time to time to reflect changes to the Platform or our operational practices.

Material changes will be communicated through the Platform or by other appropriate means.

Questions regarding this SLA may be directed to:

Nothon's GmbH

Weiherallee 11b

CH-8610 Uster

[email protected]