Service Level Agreement

6. Maintenance

6.1 Scheduled Maintenance

(a) The Service Provider may perform Scheduled Maintenance to maintain the reliability, security, compliance, performance, or proper operation of the Covered Services.

(b) Where Scheduled Maintenance is expected to cause a material service interruption, the Service Provider shall, where practicable, provide at least five (5) Business Days’ prior notice.

(c) Where Scheduled Maintenance is not expected to cause a material service interruption, the Service Provider shall use commercially reasonable efforts to provide reasonable prior notice.

(d) Scheduled Maintenance shall, where reasonably practicable, be performed during the notified Maintenance Window.

6.2 Emergency Maintenance

(a) The Service Provider may perform Emergency Maintenance where reasonably necessary to address a security vulnerability, active threat, material defect, platform instability, data-integrity risk, legal requirement, or other urgent operational issue.

(b) Where Emergency Maintenance is required and service interruption is expected, the Service Provider shall use commercially reasonable efforts to notify the Subscriber in advance where practicable.

(c) Where prior notice is not practicable, the Service Provider shall notify the Subscriber as soon as reasonably possible after commencement.

(d) Emergency Maintenance shall be excluded from Availability only to the extent reasonably necessary and meeting the requirements of this Clause 6.2.

6.3 Disaster Recovery and Business Continuity

(a) The Service Provider shall maintain commercially reasonable disaster-recovery and business-continuity procedures designed to support the continuity, restoration, and resilience of the Covered Services within its operational control.

(b) Those procedures may include backup, restoration, incident escalation, infrastructure recovery, and periodic internal review or testing appropriate to BlockchainCert.

(c) Unless expressly agreed in the Subscription Agreement, any recovery time objective, recovery point objective, test frequency, or similar recovery commitment is an operational target and not a guaranteed service commitment.

(d) This Clause 6.3 does not apply to Subscriber-managed systems, Subscriber integrations, third-party infrastructure outside the Service Provider’s control, MasChain Network confirmation delays or consensus events, or permanent on-chain records already confirmed.

(e) The Subscriber acknowledges that verification records confirmed on the MasChain Network are designed to be immutable and permanently retained as part of the applicable blockchain architecture.