CartoVista Service Level Agreement

Clients may contact the Vendor via the toll-free support hotline:1-866-772-2660

CartoVista has established the following policies and procedures to ensure quality product maintenance and support for the software and theServices. CartoVista deploys its best efforts in good faith to respond to duly documented error or malfunction reports, in accordance with the procedures set forth below.

Errors encountered in the use of the Software may be reported to CartoVista by electronic mail at support@cartovista.com. In the case of an emergency (Priority 1), errors may be reported via telephone 24 hours per day, 7 days per week.

The Client is responsible for communicating the details of the problematic situation in writing to avoid misunderstanding.

CartoVista Cloud services are continuously monitored, and critical system alerts are addressed as they occur.

Priority 1 - 'Urgent'

This category covers critical issues affecting system security, data integrity, or widespread outages. These are reproducible problems that severely impact the majority of users. The Vendor will promptly escalate and apply temporary corrections or workarounds until resolved.

Priority 2 - 'Serious'

This category covers reproducible problems that consistently cause lost work for end users on a production system. Vendor will make every reasonable effort to identify and respond with a temporary fix or workaround as per the timetable below. If such correction is not available within the timeframe, the problem is escalated until it is successfully addressed.

Priority 3 ‘Intermittent’

This category features issues that are occasional, non-reproducible, or have workarounds. This includes enhancement requests and test environment issues. Resolution may be deferred to a future release. The Client agrees to assist in the investigation by providing relevant information upon request.

For clients deployed in the cloud, the Vendor commits to maintaining a Service availability rate of at least99.9%(calculated monthly, excluding scheduled maintenance periods). Support for Priority 1 (Urgent) and Priority 2 (Serious) requests is provided during normal business hours, with a target response time of 2 hours for applicable plans. For urgent incidents reported outside of normal business hours, the Vendor offers after-hours support exclusively to Enterprise clients, provided that incidents are submitted by email to support@cartovista.com, in accordance with the response times indicated in Table 1.

Custom response times and service levels may also be negotiated as part of a separate Enterprise Service Level Agreement (SLA). While CartoVista Cloud services are actively monitored24/7to ensure rapid detection and resolution of critical system issues, access to full24/7human technical support with a dedicated team and phone line is available exclusively as an optional add-on for an additional fee.

The applicable support level and commitments vary based on the type of deployment (hosted oron-premises) and the plan selected by the Client.

Support is available outside of normal business hours for Priority 1 (Urgent) incidents for Enterprise clients. Enterprise clients must report urgent incidents by email to support@cartovista.com to trigger an after-hours support intervention. CartoVista Cloud services are proactively monitored24/7.

While monitoring is continuous, access to full 24/7 technical support with a dedicated team and phone line is available exclusively as an optional add-on for an additional fee. The specific terms of this option must be outlined in the Agreement and Order Form.

The Vendor utilizes AWS infrastructure with automated daily backups to Amazon S3. In the event of a disaster, systems can be redeployed using stored backups. Procedures are tested annually. The target Recovery Time Objective (RTO) is1 hour.

Backups are performed daily. The target Recovery Point Objective (RPO) is24 hours.

Planned maintenance is performed outside regular business hours. Clients are notified at least one week in advance.

Details pertaining to the Vendor’s cloud infrastructure, access controls, data encryption, and security protocols are set forth in the CartoVista Information Security Policies. These documents outline the Vendor’s adherence to industry best practices. Copies of these documents are available to the Client upon request.

The CartoVista Cloud platform features built-in usage monitoring capabilities. Clients may access metrics such as the number of anonymous visitors who have viewed a map, as well as other platform usage data. More granular logs and API-level access statistics are also available upon request.

The Client is responsible for first-level support. If an issue is software-related, the Vendor will adhere to the targets in Table 1, provided diagnostic information is supplied.

Enterprise clients may request access to a dedicated workspace on the CartoVista Cloud staging (pre-production) environment, accessible at https://cloud-staging.cartovista.com/. This environment is intended for testing configurations, validating new features, and simulating updates prior to production deployment. Access is subject to CartoVista’s approval and applicable security protocols.

The Vendor periodically issues software Updates (minor enhancements, security patches, and bug fixes) as well as Upgrade Releases (major feature improvements or architectural changes). For on-premises deployments, the Client is responsible for installing these releases withinsix (6) monthsof their availability to ensure the security, stability, and performance of the Services. If the Client fails to maintain the software within this six-month window, the Vendor reserves the right to limit technical support to a best effort basis or to require a mandatory update before providing further assistance. The Vendor is not responsible for issues or hardware incompatibilities arising from the use of outdated software versions.

For cloud-hosted deployments, software updates and upgrades are automatically applied by the Vendor as part of its continuous software delivery process. This model ensures that the Services remain current, secure, and fully optimized without requiring Client action. While minor updates are applied seamlessly, the Vendor will provide advance notification for major Upgrade Releases that significantly alter the user interface or core functionality of the Platform.