Acordo de Nível de Serviço (SLA)

The Service Level Agreement (“SLA”,“Agreement” or “Term”) apply to the use of Valeiot platform (“Service” or “Platform”), product offered by the company Vale Labs (“SIBIS LTDA”,“Contracted Company” or “Contractor”).

1. OF THE OBJECT:

1.1 This Service Level Agreement (“SLA”) defines the service availability commitments, support obligations, and remedies related to the Valeiot Platform, operated by Vale Labs, for customers subscribing to paid plans.

1.2 This SLA does not apply to the Free plan or any other services explicitly excluded from this document. It is subject to the Valeiot Terms of Service and Privacy Policy.

2. SCOPE OF SERVICE:

2.1 This SLA applies only to the Core Services of the Valeiot Platform, which include:

• Dashboard access and visualization

• API requests

• Middleware integration availability

• MQTT broker availability

• Data storage

• Actions execution

• Scripts execution

3. Service Commitment:

3.1 Valeiot commits to making the Core Services available 99.5% of the time per calendar month (the “Service Commitment”). For the purposes of this Agreement, 99.5% Monthly Uptime corresponds to no more than two hundred and sixteen (216) minutes of Unavailability per calendar month.

3.2 Monthly Uptime Percentage (MUP) is calculated as: MUP = (Total Minutes in Month - Unavailability Minutes) / Total Minutes in Month * 100.

3.3 Unavailability excludes downtime due to scheduled maintenance or events described in Section 7 (Exclusions).

4. MEASUREMENT:

4.1 Availability will be independently monitored by a third-party service that measures Core Services performance at regular intervals. All measurements are final, binding for SLA enforcement, and publicly accessible at: https://status.valeiot.com.

5. SERVICE CREDITS:

5.1 If, in any calendar month, the Monthly Uptime Percentage for the Core Services falls below the Service Commitment of 99.5%, the Customer shall be eligible to receive service credits as the sole and exclusive remedy for such unavailability, as follows: where the Monthly Uptime Percentage is greater than or equal to 99.0% but less than 99.5%, the Customer shall be entitled to a service credit equal to ten percent (10%) of the monthly subscription fees for the affected Core Services; and where the Monthly Uptime Percentage is less than 99.0%, the Customer shall be entitled to a service credit equal to twenty-five percent (20%) of the monthly subscription fees for the affected Core Services. Service credits shall be applied to future invoices for the applicable subscription fees and shall have no cash value.

5.2 To be eligible to receive a Service Credit, the Customer must comply with the following claim procedure: the Customer shall (i) submit a support ticket documenting the incident of Unavailability within twenty-four (24) hours of its occurrence, and (ii) submit a written Service Credit claim to support@valeiot.com within seven (7) days of the incident. Such a claim must include the subject line “SLA Credit Request” and must specify the date and time of the alleged Unavailability, the affected account information, and any logs or documentation reasonably necessary for Valeiot to verify the claim. Failure to comply with this procedure will render the Customer ineligible to receive a Service Credit for the applicable incident.

5.3 Service Credits are applied to future invoices and do not entitle the customer to any refund or other payment. Credits are issued only if the amount exceeds USD 5 or equivalent in local currency.

6. SUPPORT AND RESPONSE:

6.1 Valeiot shall provide technical support to Customers subscribed to paid plans in accordance with the following target response times based on the severity level of the support request: Critical Severity (Core Service unavailable): target response time of two (2) Business Hours and target resolution or workaround within four (4) Business Hours; High Severity (Core Service materially impaired): target response time of four (4) Business Hours and target resolution or workaround within eight (8) Business Hours; Medium Severity (non-critical issue impacting functionality): target response time of eight (8) Business Hours and target resolution or workaround within twelve (12) Business Hours; Low Severity (informational inquiry or minor issue): best-effort response and best-effort resolution. For the purposes of this Agreement, “Business Hours” means 9:00 a.m. to 5:00 p.m., Monday through Friday, Brasília Time (BRT), excluding national holidays in Brazil. All support requests must be submitted via email to support@valeiot.com to be eligible for these service levels.

7. EXCLUSIONS:

7.1 The Service Commitment shall not apply to any Unavailability of the Core Services that results from: (i) scheduled maintenance or emergency maintenance; (ii) events or circumstances outside Valeiot’s reasonable control, including natural disasters, power outages, internet or telecommunications failures; (iii) any acts or omissions of the Customer, including misuse of the Services or use in violation of this Agreement; (iv) failures attributable to third-party services, software, or equipment not controlled by Valeiot; (v) failures of the Customer’s own applications, network, hardware, or infrastructure; (vi) the Customer’s exceeding of published rate limits or resource quotas; or (vii) force majeure events. Any period of Unavailability arising from these exclusions shall be deemed Excluded Downtime and shall not be counted toward the Service Commitment or eligibility for Service Credits.

8. FORCE MAJEURE:

8.1 Under no circumstances will SIBIS be responsible for any delay or failure or interruption of the content or the Platform resulting directly or indirectly from acts of nature, forces or causes beyond its reasonable control, including, without limitation, Internet failures, computer viruses , cyber attacks, failures of telecommunications or any other equipment, electrical power failures, strikes, labor disputes, riots, insurrections, quarantine lockdowns, civil disturbances, shortages of labor or materials, fires, floods, storms, explosions, acts force majeure, war, government actions, orders from national or foreign courts or non-compliance by third parties.

9. APPLICABLE LAW AND JURISDICTION:

9.1 These Terms and Conditions of Use will be governed, interpreted and subject exclusively to the laws of the Federative Republic of Brazil. The Parties irrevocably and irreversibly elect the Court of the District of Santa Rita do Sapucaí-MG to resolve any doubts or controversies arising from these Terms and Conditions of Use, to the exclusion of any other forum, however privileged it may be.

9.2 In the event that the Contracting company is located in a country other than Brazil, this Contract will be considered concluded in the place where it was proposed, as provided in article 435 of the Brazilian Civil Code.