Service Level Agreement (SLA) — BTU / SND TEAM S.R.L.

This SLA sets out the target availability and support levels that SND TEAM S.R.L. (the "Provider", "BTU" or "we") offers to the Client (the "Client" or "you") for the contracted services. The Agreement applies to services that are active, paid up to date and not suspended for reasons attributable to the Client.

To the extent there are discrepancies between this SLA and the specific commercial offer for a product (for example, the technical sheet of a dedicated server), the product-specific conditions prevail, within the limits of the law. Where certain services are provided through EU infrastructure partners, in Tier III data centres in the EU, the service levels for the physical layer may additionally be governed by the operational terms of those data centres.

The services are provided by the company identified below, which is responsible for the contractual relationship with the Client:

• Name: SND TEAM S.R.L. (commercial brand / site name: "BTU", btu.ro)
• VAT / Tax ID: RO38963245 (CIF 38963245)
• Trade Register No.: J2018000311325 (EUID: ROONRC.J2018000311325)
• Registered office: Str. Mihai Viteazu nr. 260, bl. 5, sc. B, ap. 17, Șelimbăr, Sibiu county, 557260, Romania
• Email: contact@btu.ro · Phone: +40 792 222 882 · Web: https://btu.ro

For the purposes of this SLA, the terms below have the following meaning:

• Availability (Uptime) — the period, expressed as a monthly percentage, during which the network infrastructure and related services are operational and accessible, according to the Provider's measurement methods.
• Unavailability (Downtime) — the interval during which the network/infrastructure service is completely inaccessible due to causes under the Provider's direct control, except for the situations listed in the exclusions section.
• Planned maintenance — maintenance, update or optimization works announced in advance, usually at least 24 hours beforehand, scheduled preferably during low-traffic windows.
• Emergency maintenance — unplanned interventions required to remedy critical security vulnerabilities or major failures, announced as soon as possible.
• Service month — the calendar month in which availability is calculated; the total number of minutes in the month is the reporting basis.
• Service credit — compensation granted as a credit applicable to future invoices when the guaranteed availability is not met due to the Provider's fault.
• AUP — the Acceptable Use Policy, part of the Terms and Conditions.
• Force majeure — an unforeseeable and insurmountable event beyond the parties' control (for example disasters, war, acts of authorities, major power or telecommunications operator outages).

The Provider uses all commercially reasonable efforts to ensure a network and infrastructure availability of at least 99.9% calculated monthly. This threshold corresponds to a maximum eligible unavailability of approximately 43 minutes and 12 seconds in a 30-day month.

Availability refers to the network and infrastructure layer under the Provider's control (power, network connectivity, accessibility of hosting nodes). The performance of applications, code, databases or configurations managed by the Client is not guaranteed.

Availability is determined based on the Provider's own monitoring systems and/or those made available by the EU infrastructure partners. The Provider's monitoring data is the reference in case of divergence.

The following situations are NOT counted as unavailability and do not give rise to a right to service credits:

• Planned maintenance announced in advance and security-justified emergency maintenance.
• Force majeure events, as defined above.
• Causes attributable to the Client: misconfigurations, faulty code or applications, exceeding allocated resources, incompatible plugins/themes, accidental data deletion.
• DDoS attacks, brute-force or other attacks exceeding the capacity of the included protection, as well as abuse originating from the Client's accounts or applications.
• Suspensions or limitations applied as a result of breaching the AUP, the Terms and Conditions, late payment, or a lawful request from authorities.
• Outages caused by third-party services or equipment beyond the Provider's control (for example domain registrars, certificate authorities, the Client's ISP, upstream networks).
• Periods of degradation caused by updates initiated by the Client or by software installed by the Client.
• Services in beta, trial, free or explicitly marked as "no SLA".

The Provider offers technical support via the ticketing system and via email, available 24 hours a day, 7 days a week, for critical infrastructure incidents. Commercial and administrative requests are handled on business days, during working hours.

The response times below are indicative (time to first qualified response), not resolution guarantees, and are calculated from the moment a ticket is correctly opened with the necessary information:

• Critical (infrastructure service fully unavailable, affecting production): indicative response within ~1 hour, 24/7.
• Major (significantly degraded functionality, no workaround): indicative response within ~4 hours.
• Normal (limited-impact issue or workaround available): indicative response within ~8–24 business hours.
• Low (questions, information requests, non-urgent configurations): indicative response within ~1–2 business days.
• Channels: ticket in the client panel (recommended) and email to contact@btu.ro. The phone +40 792 222 882 is available for commercial contact.

If the monthly network/infrastructure availability falls below 99.9% for reasons attributable solely to the Provider, the Client is entitled, upon request, to a service credit calculated as a percentage of the monthly value of the affected service (excluding VAT), according to the grid below:

• Availability 99.0%–99.89%: credit of 5% of the monthly value of the affected service.
• Availability 95.0%–98.99%: credit of 10%.
• Availability 90.0%–94.99%: credit of 25%.
• Availability below 90.0%: credit of 50%.
• Cap: credits granted in a month may not exceed 50% of the monthly value of the affected service.
• Form: credits are granted exclusively as a reduction on future invoices, are not refundable in cash and are not cumulative with other compensation for the same incident.
• Request: the credit must be requested via ticket within 15 days from the end of the month in which the incident occurred, indicating the periods of unavailability.
• Exemptions: no credits are granted for unavailability arising from the situations in the Exclusions section or for accounts with outstanding payments.

Where a plan includes backups, they are offered as a "best effort" facility, for disaster recovery at platform level, and do NOT replace the Client's obligation to maintain their own independent backups.

The Client remains solely responsible for the integrity, legality and saving of their own data, code and content. The Provider does not guarantee full data recovery and is not liable for data loss caused by the Client's actions, third-party applications or events excluded from this SLA. We recommend performing periodic external backups of critical data.

To benefit from the correct handling of an incident and, where applicable, service credits, the Client must report the issue promptly, providing the information necessary for diagnosis:

• Opening a ticket in the client panel or sending an email to contact@btu.ro.
• Indicating the affected service (domain, IP, service identifier) and the time the issue appeared.
• Describing the symptoms, error messages and reproduction steps, with any screenshots or logs.
• Specifying the impact (partial/total) and the perceived urgency.
• For critical 24/7 incidents, marking the priority appropriately in the ticket accelerates escalation to the technical team.

The Provider reserves the right to carry out planned maintenance works to keep the services secure, stable and performant. These are usually announced at least 24 hours in advance, by email and/or in the client panel, and are scheduled preferably during low-traffic windows.

In exceptional situations involving critical security vulnerabilities or major failures, the Provider may carry out emergency maintenance with notification as soon as possible. Time related to announced maintenance is not counted as unavailability.

Service credits represent the Provider's sole and exclusive remedy for failure to meet the availability levels set out in this SLA. The Provider is not liable for indirect losses, loss of profit, revenue, data, business opportunities or for consequential damages.

The Provider's total liability for any claims related to the services is limited, to the extent permitted by law, to the amounts paid by the Client for the affected service in the 3 months preceding the event. No provision of this SLA limits the mandatory consumer rights provided by GEO 34/2014 and by the applicable consumer protection legislation.

This SLA is interpreted in accordance with the applicable legislation of Romania and the European Union, including: Regulation (EU) 2016/679 (GDPR), Law 365/2002 on electronic commerce, GEO 34/2014 on consumer rights in distance contracts (including the 14-day right of withdrawal, where applicable) and Law 506/2004 on electronic communications.

Any disputes are settled amicably. Consumers may address the ANPC (National Authority for Consumer Protection), and for online dispute resolution they may use the European Commission's SOL/ODR platform (ec.europa.eu/consumers/odr). Data protection matters may be reported to the ANSPDCP. The competent courts are those at the Provider's registered office, within the limits of mandatory jurisdiction rules.

The Provider may periodically update this SLA to reflect technical, legal or commercial changes. The version in force is the one published on btu.ro. Significant changes affecting service levels will be communicated to the Client by email and/or in the client panel.

Continued use of the services after an updated version takes effect constitutes acceptance of that version.

For any question regarding this SLA, to report an incident or to request service credits, you may contact us through the channels below. We recommend opening a ticket in the client panel for record-keeping and traceability.

• SND TEAM S.R.L. (brand "BTU")
• Email: contact@btu.ro
• Phone: +40 792 222 882
• Web: https://btu.ro
• Registered office: Str. Mihai Viteazu nr. 260, bl. 5, sc. B, ap. 17, Șelimbăr, Sibiu county, 557260, Romania