- Knoxxa Digital Ltd – Priority Plan Service Level Agreement (SLA)

Performance metrics defined in this SLA are measured per monthly billing period and per service line. Metrics are not assessed on a rolling or continuous basis. If the SLA is activated mid-billing period, performance will be assessed only from the activation date. However, the full monthly billing period will be used for network availability calculations.

Knoxxa Digital, at its sole discretion, will determine whether a service level violation ("SLA Violation") has occurred, using the calculation methods outlined in Section 2. Where an SLA Violation is confirmed, Knoxxa Digital will issue a Service Credit equal to 20% of the base monthly service charge for the affected service line.

For services with multiple units or devices (e.g., Kits), compensation will be distributed proportionally—20% of the total monthly fee divided by the number of devices. This Service Credit will be the exclusive remedy available for SLA breaches. If a service line spans multiple plans in a billing period, compensation will be pro-rated accordingly. Service Credits are applied within 30 days of the end of the relevant billing period.

Unless otherwise stated, Service Credits:

• Expire after 24 months from issuance or purchase.
• Are refundable upon account termination for up to 24 months.

This SLA applies to Priority Plan service lines and is valid for devices or systems operating in service areas classified as "Available" by Knoxxa Digital. The SLA does not apply to:

• Trial, demo, or mini hardware units
• Shared bandwidth pools or data pool setups

For services covered under this SLA, Knoxxa Digital guarantees 99.9% Network Availability per billing cycle. This equates to no more than 0.1% downtime during the measurement period.

Knoxxa Digital will monitor your connected device’s ability to reach a designated point-of-presence (PoP) every second during active use. A service disruption lasting more than 60 consecutive seconds will be counted as Outage Time, continuing until successful reconnection.

If total Outage Time during a billing period exceeds the 0.1% threshold, an SLA Violation will be recorded. Devices autonomously log Outage Time, which can be reviewed via your Knoxxa Digital client dashboard.

Discrepancies must be reported via a support ticket within 14 days of the outage. Include:

• Exact UTC timestamp
• Nature and impact of the incident

Outage Time will not count towards SLA violations under the following conditions (as determined by Knoxxa Digital):

• Misuse or breach of Knoxxa Digital's Terms of Service or Acceptable Use Policy
• Improper installation contrary to Knoxxa Digital’s or Starlink’s guidelines
• Obstructed line-of-sight or signal interference during operation
• Service disruptions caused by installation, such as poor power supply, improper cabling, or incompatible network settings.
• Device is intentionally placed in Sleep or Standby mode
• Scheduled reboots or updates for system maintenance
• Service is throttled due to exceeded data allowances
• Downtime caused by force majeure or natural disasters beyond Knoxxa Digital’s control
• Use of service in unsupported countries or territories
• Hardware misalignment beyond recommended angles (e.g., tilt >20°)

For all SLA-related inquiries or to submit a claim, please contact Knoxxa Digital Support via:

support@knoxxadigital.com

www.knoxxadigital.com/contact

+233 596 992 625

This SLA is governed by the overarching terms of your Knoxxa Digital Agreement. Any dispute or ambiguity arising from this SLA will be resolved in line with the governing law stipulated in your main Agreement.