Cuemby Cloud Service Level Agreement (SLA) Addendum

Version 1.1 | Effective October 29, 2025

This Cuemby Cloud SLA Addendum (“Addendum”) supplements the Cuemby Base SLA and forms part of the applicable Master Services Agreement (“MSA”) or Terms of Service between Cuemby and the Customer.

1. Scope of Services

This Addendum applies to Cuemby’s public cloud services provisioned through its infrastructure-as-a-service (IaaS) platform, including:

Compute instances

Object and volume storage

Virtual networking

Console and API access

Kubernetes (where available)

Any additional services made generally available in the Cuemby Cloud console

2. Service Availability Targets

Cuemby will use commercially reasonable efforts to provide regional service availability as follows:

Region

Availability Target (%/month)

Bogota, Colombia

99.5%

Santiago, Chile

99.5%

Quito, Ecuador

99.5%

Other Regions

Defined in applicable SOW or posted SLA notice

The Availability Calculation follows the methodology outlined in the Base SLA. Availability is measured using Cuemby’s internal monitoring systems and regional performance logs, which serve as the authoritative source of uptime data. Cuemby will use commercially reasonable efforts to minimize unplanned downtime and to communicate maintenance activities in accordance with the Base SLA’s maintenance notification standards.

3. SLA Credits

If Cuemby fails to meet the applicable monthly availability target for a region, the Customer may request SLA credits as defined in the Cuemby Base SLA. The following rules apply:

Credits apply only to the specific region and services impacted

Credit amounts are based on the Monthly Service Charges for the affected service in the affected region

Maximum credit per month is 30%

Approved credits will be issued within 30 days and expire 12 months from the date of issue

Credits for multiple SLA breaches within the same billing period are not cumulative; only the highest applicable credit per service per region applies. Credits hold no cash value and may only be used toward future invoices.

4. Credit Request Conditions

All credit eligibility requirements defined in the Cuemby Base SLA apply to this Exhibit, including the required support ticket, documentation, and submission timeframe. Additional documentation (such as server logs) may be required for cloud infrastructure-related outages.

Cuemby will evaluate all credit requests in good faith based on available monitoring and ticket data. Customers may be asked to provide additional technical evidence to validate the reported outage.

6. Update

This Addendum may be updated by Cuemby with reasonable notice. The current version will be made available via Cuemby’s website or control panel. Material changes to this Addendum will be communicated at least thirty (30) days in advance of their effective date, unless required earlier for legal or security reasons.

Updated October 2025: Clarified definitions, added dependency reference for transparency, and aligned Base SLA and Cloud Addendum with infrastructure provider’s Protected Services framework. No changes to uptime targets or customer remedies.