Service Level Agreement

1. Preamble

1.1 This Service Level Agreement (“SLA”) forms part of and is incorporated into the BlockchainCert subscription agreement or other principal written agreement, together with each schedule other than this SLA, order form, subscription package and statement of work forming part of it, entered into between MASVERSE EDUTECH SDN BHD (Registration No. 202301015731 (1509653-K)) (“Service Provider”) and the subscriber identified therein (“Subscriber”), under which the Subscriber is granted access to the BlockchainCert platform and related services (collectively, the “Subscription Agreement”). The version of this SLA applicable to a Subscriber is the version identified in that Subscriber’s Subscription Agreement.

1.2 This SLA sets out the service availability commitments, incident response targets, SLA Credit mechanism, support obligations, exclusions, limitations, and responsibility boundaries applicable to the production BlockchainCert Covered Services.

1.3 In the event of any inconsistency or conflict between this SLA and the Subscription Agreement in relation to service availability, service levels, support obligations, incident response, disaster recovery, business continuity, SLA Credits, or other operational service commitments of a similar nature, this SLA shall prevail to the extent of such inconsistency, unless the Subscription Agreement expressly states otherwise.

1.4 For the avoidance of doubt, this SLA does not relieve the Subscriber of any regulatory, statutory, supervisory, institutional, or compliance obligation applicable to the Subscriber, its Credential content, or its recipients. The Service Provider shall only be responsible for the obligations assumed by it under this SLA and the Subscription Agreement.

1.5 This SLA applies only to a Subscriber that has entered into a Subscription Agreement with the Service Provider, and only to the Covered Services enabled for that Subscriber. It confers no right on any other person and no right in respect of any sandbox, test, beta, preview, trial, proof-of-concept or free service.