This SLA describes the uptime commitments and maintenance policies for the Roboteon External Systems Connector/Integration Service.

1. Service Availability mutually agreed to on a customer-to-customer basis

   Roboteon targets 99.5% uptime for the integration layer, excluding:

   • Planned maintenance
   • Downtime caused by Customer’s private cloud environment
   • ERP or WMS products (to which Roboteon integrates to) or Cloud outages
   • Connectivity issues
   • Force majeure events
2. Maintenance Windows
   • Standard maintenance: outside Customer’s core business hours
   • Emergency maintenance: may occur as needed for security or stability
   • Customers will receive notice for planned changes
3. Incident Response

   Severity	Description	Target Response
   Critical	Connector down; tasks cannot process	4 business hours
   High	Degraded processing; major performance drop	8 business hours
   Medium	Feature impaired but workaround exists	24 business hours
   Low	Minor issue, cosmetic, or question	48 business hours

4. Exclusions

   SLA does not apply to issues caused by:

   • Customer servers
   • Customer custom code
   • Misconfiguration
   • Third-party services
   • Network-level interruptions
   • Unsupported versions of ERP or WMS products
5. Credits

   Roboteon may offer service credits for prolonged outages caused solely by the Roboteon integration layer, at its discretion.