Service Level Agreements

Effective Date: 01/03/2025 Last Updated: 01/03/2026

This Maintenance and Support Service Level Agreement (“SLA”) sets forth the terms under which WOCS AI, Inc. (“WOCS AI”) provides maintenance and support services to its customer (“Customer”) in connection with Customer’s use of the WOCS AI platform available at https://mywocs.com (the “Platform”) and related services purchased under an applicable order form (the “Services”). This SLA forms part of, and is subject to, the WOCS AI Terms and Conditions available at https://www.wocs.ai (the “Agreement”). Capitalized terms not otherwise defined herein shall have the meanings set forth in the Agreement.

1. DEFINITIONS 1.1 Availability The percentage of time during which the Services are operational and accessible, excluding Downtime. 1.2 Downtime Any period during which the Services are not available for use, excluding Scheduled Maintenance. 1.3 Incident Any event resulting in Downtime or a material malfunction of the Services that prevents them from operating in substantial conformity with the agreed specifications, and which is reported by Customer in accordance with this SLA. 1.4 Scheduled Maintenance Planned maintenance activities performed by WOCS AI, for which Customer is notified at least three (3) business days in advance via the Platform or email. 1.5 Unexpected Events Events beyond WOCS AI’s reasonable control, including but not limited to: • acts of government, war, terrorism, or civil unrest • natural disasters (fire, flood, earthquake) • labor disputes • internet or telecommunications outages • failures of third-party services or infrastructure • cyberattacks, malware, or denial-of-service attacks • Customer’s misuse, misconfiguration, or violation of the Agreement 1.6 Working Hours Support availability is provided during the following hours (EST): • Sunday: 02:00 – 13:00 • Monday–Thursday: 02:00 – 20:00 • Friday: 11:00 – 20:00 Excluding national holidays in the United States and Israel.

2. SUPPORT SERVICES MISSION WOCS AI’s support mission is to enable Customers to promptly identify, understand, and resolve issues related to access to or use of the Services. Support includes: 2.1 Product Usage Support • Assistance with day-to-day administration • Guidance on configuration and implementation • Clarification of platform features and functionality 2.2 Incident Diagnosis • Analysis of reported Incidents • Root cause identification • Status tracking and updates 2.3 Incident Resolution • Remediation and reasonable workarounds • Restoration of service functionality

3. COMMUNICATION PROCEDURE Customer’s entitlement to support is subject to its compliance with the Agreement. Customer shall notify WOCS AI of: • Severity 1 and Severity 2 Incidents immediately upon discovery • via email or approved collaboration channels (e.g., Slack) Failure to promptly report Incidents may delay response and resolution times.

4. WOCS AI HELP DESK 4.1 Availability WOCS AI’s support help desk (“Help Desk”) operates during Working Hours. All support interactions may be logged and recorded for service quality, auditing, and issue resolution purposes. 4.2 Help Desk Services • Incident intake and classification • Response to general technical inquiries • Status updates and communications • Coordination of emergency support • Operational guidance Help Desk Contact: [email protected] 4.3 Ticketing Each reported Incident will be assigned a ticket number and severity classification based on Section 7 below. 4.4 Customer Cooperation If: • remote access is required and delayed or denied, or • Customer delays providing necessary information then applicable response and resolution times shall be extended accordingly.

5. SERVICE AVAILABILITY 5.1 Availability Commitment Excluding Unexpected Events and Scheduled Maintenance, WOCS AI commits to 99.5% monthly Availability, measured using industry-standard monitoring tools. 5.2 SLA Credits If Availability falls below 99.5% in a calendar month, Customer may be eligible for service credits (“SLA Credits”) as follows: Monthly Availability SLA Credit < 99.5% and ≥ 99.0% 5% < 99.0% and ≥ 98.0% 10% < 98.0% 20% 5.3 Credit Conditions • SLA Credits are non-refundable • Applied only to future Services • Must be used within 12 months • Expire if unused • Customer must request credits in writing within 30 days of the affected month

6. OUT OF SCOPE (NOT COVERED BY SLA) This SLA does not apply to Incidents caused by: • factors beyond WOCS AI’s reasonable control • Customer’s systems, software, or hardware • Customer misuse or violation of the Agreement • third-party service provider failures • beta, trial, or non-production features

7. SEVERITY LEVELS & RESPONSE TARGETS Severity Description Target Initial Response Severity 1 (Critical) Platform unavailable or major security impact ≤ 4 business hours Severity 2 (High) Significant degradation; key features unusable ≤ 8 business hours Severity 3 (Medium) Limited impact; workaround available ≤ 1 business day Severity 4 (Low) General questions, cosmetic issues ≤ 2 business days Response times apply during Working Hours only.

8. COMPLIANCE; SOLE REMEDY 8.1 Conditional Compliance WOCS AI’s obligations under this SLA are conditioned upon Customer’s compliance with the Agreement, including payment obligations. 8.2 Sole and Exclusive Remedy Customer agrees that its sole and exclusive remedy for failure to meet the service levels set forth herein shall be: • the issuance of applicable SLA Credits; and • WOCS AI’s commercially reasonable efforts to restore service. No other remedies shall apply.

9. GENERAL This SLA does not modify or expand warranties or obligations set forth in the Agreement and is governed by the same governing law and jurisdiction. -Public- Maintenance and Support Services Level Agreement (SLA) Annex 3 – Technical and Organizational Measures (Summary) • Encryption in transit (TLS 1.2+) and at rest • Role-based access control and least-privilege enforcement • Multi-factor authentication for administrative access • Centralized logging and security monitoring • Secure software development lifecycle (SSDLC) • Vulnerability management and patching • Backup, disaster recovery, and incident response procedures • Employee security awareness training and confidentiality obligations