ZimLedger Service Level Agreement (SLA)

1. Purpose

In this Service Level Agreement ("SLA"), "Customer" means a ZimLedger Premium subscriber covered by Section 17. This SLA describes the service levels, support arrangements, availability objectives, responsibilities, and service management practices applicable to the provision of ZimLedger services to the Customer.

This SLA should be read together with the following ZimLedger policies and agreements:

• Terms of Service: https://zimledger.co.zw/termsofservice
• Privacy Policy: https://zimledger.co.zw/privacypolicy

If there is a conflict between this SLA and the Terms of Service, this SLA prevails on matters of service availability, support, maintenance, and backup. In all other respects, the Terms of Service apply.

2. Service Description

ZimLedger is an all-in-one business and finance platform providing business management, accounting, financial management, invoicing, customer management, staff management, payroll, document management, reporting, and related business and personal finance tools.

Depending on the Customer's subscription, configuration, and availability of individual features, services may include:

• Business Ledger
• Customer Ledger
• Staff Ledger
• Personal Ledger
• Quotations, invoices, and receipts
• Credit notes and debit notes
• Payroll and payslips
• Financial statements and reports
• USD and ZiG transaction management
• Business document generation
• Email delivery of documents
• Business and financial calculators
• Web, mobile, and desktop access
• Other features made available by ZimLedger from time to time

The availability of individual features may depend on the Customer's subscription plan, configuration, and availability of third-party services.

3. Scope and Service Availability

For the purposes of this SLA, Core Online Services means the production ZimLedger platform and the core functionality made available to the Customer through the ZimLedger web application, mobile applications, and Windows application, where such functionality depends on ZimLedger-operated production systems.

Third-party systems and services, including payment gateways, email delivery providers, authentication providers, app stores, telecommunications networks, and other external services, are not considered Core Online Services for the purpose of calculating ZimLedger availability.

ZimLedger will use commercially reasonable efforts to maintain reliable availability of its Core Online Services.

The service availability target is 99.5% per calendar month for Core Online Services under ZimLedger's direct control.

Availability is calculated as:

Availability (%) = (Total Applicable Minutes − Unplanned Downtime) ÷ Total Applicable Minutes × 100

The following are excluded from availability calculations:

• Planned or scheduled maintenance
• Emergency maintenance reasonably necessary to protect the service or its users
• Failures of internet service providers or telecommunications networks
• Customer hardware, software, network, or internet connectivity problems
• Third-party platform or infrastructure failures outside ZimLedger's reasonable control
• payment gateway, email delivery, authentication, app store, cloud provider, or other external service interruptions
• Force majeure events
• Cyberattacks or security incidents that could not reasonably have been prevented
• Suspension resulting from the Customer's breach of applicable agreements
• Beta, experimental, preview, or testing features

The availability target is a service objective and does not constitute a guarantee of uninterrupted or error-free operation.

4. Support Hours, Business Hours and Business Days

For the purposes of this SLA:

Support Hours / Business Hours: Monday to Friday, 8:00 AM to 5:00 PM Central Africa Time (CAT).

Business Day: Any Monday to Friday on which ZimLedger is open for normal business operations.

Weekends and Public Holidays: Saturdays, Sundays, and Zimbabwean public holidays are excluded from Business Hours and Business Days.

Response-time calculations apply only during Business Hours. Time falling outside Business Hours does not count towards a response target unless ZimLedger expressly confirms otherwise.

For example, an issue submitted after the close of Business Hours will begin accumulating applicable response time from the start of the next Business Day.

Outside Business Hours, ZimLedger will make reasonable efforts to respond to Priority 1 incidents reported by phone or WhatsApp, but no response target applies.

5. Support Channels

Customers may contact ZimLedger through the following official support channels:

• Email: info@zimledger.co.zw
• Phone: +263 784 527 459
• WhatsApp: +263 784 527 459

For Priority 1 — Critical incidents, the Customer should contact ZimLedger by phone or WhatsApp to enable the issue to be brought to ZimLedger's attention as quickly as possible.

When reporting an incident, the Customer should provide sufficient information to assist ZimLedger in investigating the matter, including the affected functionality, nature of the problem, error messages, screenshots where available, and the impact on business operations.

Support may include assistance with:

• Account access
• General platform usage
• Configuration
• Troubleshooting
• Billing and subscription queries
• Reporting suspected bugs
• Other ZimLedger service-related enquiries

Support response times refer to the time within which ZimLedger aims to acknowledge and begin assessing an issue. They do not represent guaranteed resolution times.

6. Incident Priority and Response Targets

The Customer may indicate the perceived severity of an incident when reporting it. ZimLedger will assign the final priority classification, taking reasonable account of the Customer's classification, the operational impact reported by the Customer, the number of affected users, availability of workarounds, and the nature of the affected functionality.

Priority 1 — Critical

A failure preventing the Customer from accessing or using critical ZimLedger functionality, with no reasonable workaround available.

A Priority 1 incident does not need to affect multiple ZimLedger customers. A failure materially affecting only the Customer may qualify where it prevents the Customer from using critical functionality.

Target initial response: Within 2 business hours.

ZimLedger will prioritise investigation and restoration of affected critical services.

Priority 2 — High

A major function is unavailable or materially impaired, but the platform remains partially usable or a reasonable workaround exists.

Target initial response: Within 4 business hours.

Priority 3 — Normal

A non-critical technical problem affecting individual features or users where normal business operations can continue.

Target initial response: Within 6 business hours.

Priority 4 — Low

General questions, minor issues, cosmetic problems, suggestions, or feature requests that do not materially affect the Customer's operations.

Target initial response: Within 8 business hours.

The response targets above apply only to the initial acknowledgement or assessment of a request. They do not represent a commitment to resolve an issue, implement a suggestion, develop a requested feature, or make any change to the ZimLedger platform within the stated period.

Feature requests and suggestions will be considered at ZimLedger's discretion. Submission or acknowledgement of a feature request does not guarantee that the requested feature will be accepted, developed, or released, nor does it create any commitment regarding a development or release date.

Where a technical issue is accepted for investigation, resolution times will depend on the nature and complexity of the issue and may also be affected by third-party services or the need for additional information from the Customer.

7. Incident Resolution

ZimLedger will use commercially reasonable efforts to investigate and resolve reported technical incidents as quickly as reasonably practicable.

Resolution times are not guaranteed because the time required may depend on:

• The nature and complexity of the issue
• Availability of diagnostic information
• Customer cooperation
• Third-party services
• External systems
• Security considerations
• Software development, testing, or deployment requirements

Where immediate resolution is not possible, ZimLedger may, where reasonably practicable, provide a temporary workaround while a permanent solution is being investigated or developed.

A reported issue may also be determined not to constitute a defect in ZimLedger, including where the issue results from expected system behaviour, Customer configuration, third-party systems, unsupported environments, or functionality that is not currently offered by ZimLedger.

8. Scheduled and Emergency Maintenance

ZimLedger may periodically perform maintenance, upgrades, security updates, infrastructure changes, and other work necessary to maintain or improve the platform.

For planned maintenance scheduled during Business Hours that is expected to cause a material interruption to Core Online Services, ZimLedger will make reasonable efforts to provide the Customer with at least 48 hours' advance notice.

Planned maintenance performed outside Business Hours does not require 48 hours' advance notice. Where reasonably practicable, planned maintenance expected to cause a material service interruption will be scheduled outside normal Business Hours to minimise disruption to Customers.

Planned maintenance periods are excluded from the service availability calculation.

The 48-hour notice period does not apply to emergency maintenance. ZimLedger may perform emergency maintenance without advance notice where reasonably necessary to:

• Address a security vulnerability or active security threat
• Prevent or mitigate data loss
• Respond to infrastructure failure
• Maintain the integrity or stability of the platform
• Comply with urgent legal or regulatory requirements
• Address another issue requiring immediate technical intervention

ZimLedger will make reasonable efforts to minimise the duration and impact of both planned and emergency maintenance.

9. Data Protection and Security

ZimLedger will take reasonable technical and organisational measures to protect Customer data against unauthorised access, loss, misuse, alteration, or disclosure.

ZimLedger's collection, processing, storage, and handling of personal information are further governed by the ZimLedger Privacy Policy:

https://zimledger.co.zw/privacypolicy

Customers remain responsible for:

• Protecting their account credentials
• Promptly reporting suspected unauthorised account access
• Ensuring information uploaded to ZimLedger is lawfully obtained and processed

10. Data Backup and Recovery

ZimLedger performs daily backups of applicable production data as part of its disaster recovery and service continuity procedures.

Because backups are performed daily, in a serious system failure requiring restoration from backup, up to approximately 24 hours of data may be lost, depending on the time of the most recent successful backup and the time at which the incident occurred.

Accordingly, the service has a target Recovery Point Objective (RPO) of up to 24 hours where recovery requires restoration from the daily backup.

ZimLedger will use commercially reasonable efforts to restore affected services and recover available data following a qualifying system failure.

The time required to restore service depends on the nature and extent of the failure, the infrastructure affected, the amount of data requiring restoration, and any dependencies on third-party infrastructure. Unless separately stated by ZimLedger, no guaranteed Recovery Time Objective (RTO) applies.

Backups are retained for a minimum of 30 days and may be retained for longer periods at ZimLedger's discretion. Backups are maintained for disaster recovery and service continuity purposes and should not be considered a substitute for Customer-controlled recordkeeping where independent records are legally, financially, or operationally required.

No backup or recovery system can guarantee recovery of every transaction or piece of information under every circumstance.

11. Third-Party Services

Certain ZimLedger functionality depends on third-party services and infrastructure.

These may include, among others:

• Payment gateways
• Authentication services
• Email delivery services
• Push notification services
• Cloud infrastructure and storage providers
• Google and Apple services
• Internet and telecommunications providers

ZimLedger is not responsible for the availability, performance, processing times, policy changes, or failures of third-party systems outside its reasonable control.

ZimLedger will make reasonable efforts to restore affected integrations once the relevant third-party service becomes available.

12. Customer Responsibilities

The Customer agrees to:

• Maintain secure login credentials
• Use ZimLedger in accordance with applicable laws and agreements
• Maintain accurate account and business information
• Provide sufficient information when reporting technical issues
• Maintain compatible devices, browsers, software, and internet connectivity
• Maintain any independent records required by law or the Customer's internal policies
• Promptly notify ZimLedger of suspected security incidents or unauthorised access

Failure to meet these responsibilities may affect ZimLedger's ability to provide support or meet service targets.

13. Service Changes and Feature Requests

ZimLedger is continuously developed and may introduce, modify, improve, replace, or discontinue features from time to time.

Where a change is expected to materially affect the Customer's use of a core service, ZimLedger will make reasonable efforts to communicate the change in advance where practicable.

Updates required for security, regulatory compliance, legal requirements, or emergency technical reasons may be implemented without advance notice.

Customers may submit suggestions and requests for new features or improvements. ZimLedger welcomes such feedback but retains sole discretion over its product roadmap, development priorities, design decisions, implementation, and release schedules.

A request, discussion, acknowledgement, assessment, or acceptance for consideration of a proposed feature does not constitute an agreement or commitment by ZimLedger to develop or release that feature.

Where ZimLedger separately agrees in writing to develop specific functionality for a Customer, the scope, cost, delivery schedule, and other applicable conditions will be governed by that separate written agreement and not by the standard response targets contained in this SLA.

14. Service Level Exclusions

Service levels under this SLA do not apply where an issue results from:

• Customer misuse or unauthorised modification
• Incorrect Customer configuration
• Unsupported devices, browsers, or software
• Customer internet or network failure
• Third-party systems outside ZimLedger's reasonable control
• Force majeure events
• Scheduled or emergency maintenance
• Customer failure to provide information reasonably required to investigate an incident
• Actions required to protect the security or integrity of ZimLedger or its users

15. Service Credits and Financial Remedies

Failure to meet a service target under this SLA does not automatically entitle the Customer to a refund, service credit, compensation, or other financial remedy.

Any service credit, refund, compensation, or other financial remedy must be expressly agreed to by ZimLedger in writing.

16. Limitation of SLA

This SLA establishes operational service objectives and support expectations.

It does not guarantee that ZimLedger will operate without interruption, delay, vulnerability, or error, nor does it guarantee uninterrupted operation of third-party services integrated with the platform.

ZimLedger does not provide financial, accounting, tax, legal, or investment advice through this SLA.

The limitations of liability contained in the ZimLedger Terms of Service continue to apply:

https://zimledger.co.zw/termsofservice

17. SLA Coverage and Term

This SLA applies to ZimLedger Premium customers, unless ZimLedger expressly confirms in writing that the SLA applies to another plan or service.

The SLA becomes effective when the Customer's ZimLedger Premium subscription becomes active and remains applicable while the Customer maintains an active ZimLedger Premium subscription.

If the Customer's Premium subscription expires, is cancelled, or otherwise ceases to be active, the service levels contained in this SLA will cease to apply at the end of the applicable paid subscription period.

The Customer should download any records it requires before its subscription ends or its account is deleted.

ZimLedger may periodically review and update its standard service levels to reflect changes in infrastructure, technology, regulation, service offerings, or operational requirements.

Material changes applicable to an existing Customer under this SLA will be communicated where required.

18. Governing Law

This SLA is governed by the laws of Zimbabwe.

Any dispute arising from this SLA will be handled in accordance with the dispute resolution provisions contained in the ZimLedger Terms of Service:

https://zimledger.co.zw/termsofservice

19. Contact and Escalation

Service incidents and support requests should be submitted through the support channels specified in Section 5.

For Priority 1 incidents, the Customer should contact ZimLedger by phone or WhatsApp on:

+263 784 527 459

Customers should clearly identify the affected service, describe the impact, provide relevant screenshots or error messages where possible, and provide contact details for the person responsible for coordinating the incident.

ZimLedger will determine the final incident priority in accordance with Section 6.

If a response target is missed, or the Customer is not satisfied with the progress of a Priority 1 or Priority 2 incident, the Customer may escalate the matter by emailing info@zimledger.co.zw with "ESCALATION" in the subject line. Escalated matters will be referred to ZimLedger management for review.