Service Level Agreement

Effective Date: April 15, 2026
Last Updated: April 15, 2026
Version: 1.0

Related Documents: This Service Level Agreement ("SLA") forms part of and is incorporated into our Terms of Service. It should be read together with the Privacy Policy, Acceptable Use Policy, and any applicable Commercial Agreement. Capitalised terms not defined here have the meanings given in the Terms of Service.

1. Introduction

1.1. This SLA sets out the service availability commitments, incident management procedures, and support terms that Henry AI (Pty) Ltd ("the Company", "we", "us", "our") provides to Tenants using the Henry AI platform.

1.2. This SLA applies to all Tenants and is accepted as part of the Terms of Service. Where a Tenant has entered into a separate Commercial Agreement with the Company, any service level terms specified in that agreement shall take precedence over this SLA to the extent of any inconsistency.

1.3. In the event of a conflict, the order of precedence is: Commercial Agreement → Terms of Service → this SLA → Acceptable Use Policy.

2. Definitions

In this SLA, the following definitions apply. Capitalised terms not defined here have the meanings given in the Terms of Service.

3. Service Scope

3.1 Covered Services

This SLA covers:

• The Henry AI web application at https://app.henryexchange.ai
• Core platform features including email classification, document classification, CRM, analytics, and AI-powered features
• Native Integrations as listed in the Application from time to time (including Microsoft 365: Outlook, SharePoint, OneDrive, and Teams)
• The Henry AI API as documented and provided by the Company

3.2 Integrations

3.2.1. Native Integrations: Where the Company provides a Native Integration, that integration is within scope of this SLA to the extent that any issue originates within the Henry AI platform. Disruptions caused by the third-party provider (e.g., a Microsoft service outage) constitute a Third-Party Outage and are Excluded Events under Section 5.3.

3.2.2. API for Custom Integrations: Where a Tenant's requirements are not met by available Native Integrations, the Company will provide access to the Henry AI API. The scope of this SLA is limited to the availability and correct functioning of the Henry AI API itself. The Company is not responsible for the Tenant's use of the API to integrate with third-party software, systems, or workflows, and any such integration work falls outside this SLA.

3.2.3. Third-Party Integration Work: Any development, configuration, or support relating to a Tenant's own integration with third-party software is out of scope and must be agreed separately in writing with the Company.

3.3 Excluded from Scope

This SLA does not cover:

• Third-party software, platforms, or services used by the Tenant
• Tenant-developed integrations or custom code
• Issues caused by Tenant misuse or breach of the Acceptable Use Policy
• Preview, beta, or experimental features (provided as-is, without warranty)
• Data recovery where data loss is caused by Tenant action

4. Uptime Commitment

4.1. Uptime Target: The Company commits to a Monthly Uptime Percentage of 99% or greater for the Application.

4.2. Measurement: Uptime is measured per calendar month using the Company's internal monitoring systems. Downtime is measured from the time the Company confirms an Incident to the time the Application is restored to normal operation.

4.3. Transparency: The Company will maintain a status page or equivalent communication channel through which Tenants can monitor platform availability and view the history of Incidents.

5. Excluded Events

The following are Excluded Events and will not count as Downtime for the purposes of Section 4:

5.1. Scheduled Maintenance: Maintenance windows communicated to Tenants at least 24 hours in advance via email or in-app notification. The Company will use reasonable efforts to schedule maintenance during off-peak hours (South African evenings and weekends, SAST).

5.2. Tenant-Caused Outages: Unavailability caused by Tenant actions, including API misuse, requests in excess of the limits set out in the Acceptable Use Policy, or misconfiguration of Tenant settings.

5.3. Third-Party Outages: Unavailability caused by sub-processors or third-party providers listed in the Sub-Processor List, including but not limited to Supabase, Amazon Web Services, Google, Mistral AI, and Microsoft.

5.4. Force Majeure Events: Events as defined in Terms of Service Section 22.

5.5. Preview and Beta Features: Features explicitly marked as preview, beta, or experimental.

5.6. Circumstances Beyond Control: Network disruptions, DNS outages, or other infrastructure issues outside the Company's direct control and management.

6. Incident Management

6.1. Incident Classification:

6.2. Incident Communication: The Company will communicate P1 and P2 Incidents to affected Tenants via email and/or in-app notification as soon as reasonably practicable after confirming the Incident.

6.3. Incident Resolution: The Company will use reasonable endeavours to restore service as quickly as possible. Resolution timelines vary based on the nature and complexity of the Incident and are not guaranteed unless otherwise agreed in a Commercial Agreement.

6.4. Post-Incident Review: For P1 Incidents, the Company will conduct an internal post-incident review. A summary may be provided to affected Tenants upon written request.

7. Support Services

7.1 Included Support

The following support is included in all subscription tiers at no additional cost:

• Channel: Email support at support@henryapi.ai
• Scope: Platform issues, bugs, and Native Integration issues where the root cause originates within the Henry AI platform
• Hours: South African business hours: Monday to Friday, 08:00 to 17:00 SAST, excluding South African public holidays

7.2 Support Not Included

The following are not included in standard support unless explicitly agreed in a Commercial Agreement:

• Phone support: Not available under this SLA
• Third-party integration support: Issues arising from Tenant-developed integrations or third-party software not within the Henry AI platform
• Training and onboarding
• Custom development or configuration work

7.3 Scope Limitations

7.3.1. For Native Integrations, support is limited to issues where the root cause lies within the Henry AI platform. Issues caused by third-party service providers (e.g., a Microsoft outage affecting Outlook connectivity) are outside the scope of included support.

7.3.2. Tenants are encouraged to consult available platform documentation before raising support requests.

8. Tenant Obligations

To enable the Company to meet its service level commitments, Tenants must:

8.1. Comply with the Acceptable Use Policy, including API usage and fair use requirements.

8.2. Report Incidents promptly via email at support@henryapi.ai.

8.3. Provide sufficient detail when reporting Incidents (e.g., affected feature, steps to reproduce, timestamps, screenshots) to enable efficient investigation.

8.4. Maintain valid, current contact information so that Incident and maintenance communications are received.

8.5. Implement reasonable security practices for their own systems, devices, and user accounts.

9. Commercial Agreement

9.1. Tenants may be subject to a separate Commercial Agreement that governs subscription fees, commission structures, and any additional or modified service terms. Nothing in this SLA limits or replaces any specific service commitments contained in a Commercial Agreement.

9.2. To enquire about a Commercial Agreement or additional service terms, contact sales@henryapi.ai.

10. Changes to This SLA

10.1. The Company may update this SLA from time to time. Material changes will be communicated to all Tenants via email at least 14 days before they take effect.

10.2. Continued use of the Application after the effective date of any changes constitutes acceptance of the updated SLA.

10.3. If a Tenant does not accept a material change to this SLA, they may terminate their subscription in accordance with the Terms of Service.

11. Contact

END OF SERVICE LEVEL AGREEMENT