SERVICE LEVEL AGREEMENT

    The following service level agreements will govern the availability of the Quest App. Capitalized terms used but not defined herein shall have the meanings given to such in the Agreement and this Addendum.

    1. Scope. The terms herein are only applicable to products/services that are made generally available by Deliverect. For clarity, this service level agreement is not applicable to alfa or beta products/services.

    2. System Availability. Deliverect will make commercially reasonable efforts to ensure the Services are available 99.5% of the time (“Uptime Threshold”), excluding downtime due to: (i) Planned maintenance (which Deliverect will aim to notify at least 48 hours in advance, and will, and will try to be scheduled during low-usage periods); (ii) Internet infrastructure issues outside Deliverect’s control; (iii) Outages caused by third-party services (including but not limited to Google Cloud, MongoDB, Cloudflare, Auth0, or delivery providers listed at www.deliverect.com/en/integrations). If the Services become unavailable for reasons other than those listed herein, Deliverect will promptly notify Customer and work to restore them as quickly as possible.

    3. Monitoring System and Backup. Deliverect shall be responsible for all platform monitoring activities to ensure that the Services response time, availability and capacity are maintained pursuant to the terms of this exhibit. Customer data shall be archived by Deliverect at least once per day.

    4. Disruption Proof. In order to process any claims about the availability of the Services and/or to access support from Deliverect, Customer and/or Franchisees shall submit proof of the alleged disruption to Deliverect help desk services.

    5. Help Desk and Escalation Support. Deliverect shall make help desk services available 24/7 through chat and email (support@deliverect.com). Customer will appoint 10 designated points of contact who will be authorized to engage with Deliverect help desk services. Customer shall provide Deliverect with the contact details of these points of contact. Only authorized points of contact can engage with Deliverect help desk services.

    6. No responsibility for third parties. Customer hereby acknowledges and agrees that Deliverect shall not be responsible or liable if orders are not processed by the Quest App, as a result of an issue, problem, or defect caused directly or indirectly by any other third party related to Customer that is directly related to the operation of the Quest App.

    7. Escalation Support. 

    7.1. Critical Impact Issues: Is when the Services are completely unusable, affecting all or most Corporate Locations and/or Franchisee Locations. Incidents with unknown workarounds exist. Data integrity affected; syncing issues. For Quest this includes situations where Picking tasks stop arriving at the handheld device of the Location, Deliverect Services cannot be accessed, Customer cannot log in to the Platform, Picking tasks cannot be completed. The response time for critical impact issues is 30 minutes and the resolution time is 2 hours. 

    7.2. High Impact Issues: Is when capability is limited, or significant performance degradation is experienced. Small group of Corporate Locations or Franchisee Locations (as determined by Deliverect) are affected. For Quest this includes situations like Important features of the Deliverect Services and/or Dashboard unavailable with no acceptable or known workaround, immediate deactivation unavailable or inability to push catalog or item unavailability to a specific delivery channel. The response time for high impact issues is 120 minutes. High impact issues will be internally assigned and Delivery will  start working on a fix within 6 hours.

    7.3. Medium Impact Issues: Is when system performance issues occur or when a functionality is impaired to the point it inhibits normal operations. Short-term workaround is available. For DfRS this includes situations where DfRs is operational but partially degraded, and an interim workaround is needed and/or solution exists, and/or problems with non-critical features or functionality. Service is operational but partially degraded, and an interim workaround is needed and/or solution exists, there is a problem with non-critical feature or functionality or the response time for medium impact issues is 4 hours. Medium impact issues will be internally assigned and Delivery will make commercially reasonable effort to provide a patch or work-around as soon as reasonably practicable.

    Deliverect, acting in good faith, reserves the right to provide a severity level to issues that are not covered herein, and will provide support to them accordingly.Response times will start counting from the moment the request is acknowledged by Deliverect.