SoftSol Master Service Level Agreement

Notice

1. Terms of service & equipment risk

• Service basis: Services are pre-paid unless otherwise agreed.
• Equipment risk: All equipment (hardware/devices) worked on, transported, or held at SoftSol's workshop is handled at The Client's sole risk.
• Insurance: It is The Client's responsibility to insure equipment against loss or damage.
• Zero-commitment: No fees are due if no Subscription Form is active.

2. Rates & hours

• Ordinary hours: 08:00–17:00 on business days.
• Standard rates: As per the individual solution schedule, applicable quotes, or issued invoices. Rates may also be provided on request from your SoftSol representative.
• After-hours support: Support outside ordinary hours is available by prior arrangement. After-hours rates are as follows:
  • Weekdays and Saturdays outside ordinary hours: double (2×) the applicable standard rate.
  • Sundays and South African public holidays: triple (3×) the applicable standard rate.
  The applicable standard rate is as agreed in the client’s signed service schedule.

3. Liability & security

• Data recovery: Rates exclude data recovery and hardware costs.
• Liability limit: SoftSol is not liable for loss of profit, data, or consequential damages unless through gross negligence.
• Third-party criminality: SoftSol is not liable for breaches caused by third-party hacking or ransomware.
• Non-solicitation: Clients agree not to solicit or employ SoftSol staff for 12 months post-contract.

4. Invoicing

• Cycle: Invoices are delivered by the 20th and payable by the 26th of the same month.
• Interest: Late payments accrue interest at Prime Rate + 200 basis points.

5. Termination

Either party may terminate this Agreement by providing not less than one (1) calendar month's written notice. To take effect at the end of a given billing month, written notice must be received by the other party before the 26th of the preceding month. Notice received on or after the 26th will be treated as having been given at the start of the following month, and termination will take effect one calendar month thereafter.

All charges for authorised work performed up to the effective date of termination remain payable, as do any lawful cancellation provisions documented in the applicable Subscription Form or schedule.

6. Confidentiality

The SoftSol Mutual Non-Disclosure Agreement (“NDA”) is incorporated into and forms an integral part of this Master SLA. By engaging SoftSol under this Agreement, both Parties accept the mutual confidentiality obligations set out in the NDA as if they were reproduced here in full.

• Subcontractors: Any subcontractors, third-party specialists, or agents engaged by SoftSol in the delivery of services are required, as a condition of their engagement, to operate under confidentiality obligations no less protective than those in the NDA. SoftSol remains responsible for ensuring compliance by its subcontractors.
• Client staff & contractors: The Client similarly ensures that its own employees and contractors who receive SoftSol's Confidential information are bound by equivalent obligations.
• Survival: Confidentiality obligations survive termination of this Agreement for the periods set out in the NDA.

Annexure D — Subscription form

Complete the Subscription / contact intake so services, billing contacts, and authorisations are recorded.