SOAX LTD — Service Level Agreement for the SOAX Platform.

This Service Level Agreement (the "SLA") forms part of, and is incorporated by reference into, the SOAX Terms of Use. Capitalised terms used but not defined here have the meanings given to them in the ToU.

1. Introduction and Scope

• This Service Level Agreement (the "SLA") is issued by SOAX LTD, a company incorporated under the laws of England and Wales under registered number 11828506, with its registered office at The Charter Building, Uxbridge, England, UB8 1JG ("SOAX", "we", "us" or "our"). It forms part of the SOAX Terms of Use (the "ToU") and is to be read together with the ToU, the Acceptable Use Policy (the "AUP"), the Billing and Refund Policy (the "BRP"), the applicable Product Description, any applicable Order Form ("OF"), and the other documents listed in Part D of the ToU. Capitalised terms used but not defined here have the meanings given to them in the ToU. An Order Form prevails over this SLA to the extent of any conflict.

• The commitments in this SLA apply to each Organization under its Plan. The SLA Tier and Support Tier applicable to an Organization are properties of that Plan, as published on the Plans page at soax.com. Operational parameters of the Platform (including Services, configurations, supported transports, geographic coverage, usage entitlements, concurrency, and rate limits) are defined in the ToU, the Product Description, the Dashboard, and any applicable Order Form, not in this SLA.

2. Service Levels

2.1. Tiers

• This SLA defines three Service Level Tiers. Each Plan is assigned one as a Plan property:

• Both targets are measured on a calendar-month basis, 24/7/365, excluding Planned Maintenance and the exclusions in Clause 5. Methodology is set out in Clause 2.5.

2.2. What the Targets Mean

The Platform operates as a transport layer: SOAX transmits the Organization’s requests and returns the resulting responses, and does not perform, manage, or guarantee any access to the particular data, data-collection outcome or extracted output.

• "Platform Availability" measures the operational status of SOAX-controlled control-plane infrastructure: the ability of Authorised Users to authenticate into the Dashboard and operate the Account (usage information, credentials and tokens, configuration of Services, support submission).

• "Service Availability" measures the operational status of SOAX-controlled data-plane infrastructure: the ability of the Platform to accept requests submitted through valid credentials, apply the rules configured for the relevant session or request, and return a response generated by SOAX’s infrastructure (success or error).

• Neither target measures outcomes that depend on the public internet or on Third-Party Content, including success rate or acceptance at a specific target, latency or throughput to a specific target, stability of any specific node or IP, or reproducibility of outcomes across requests. See Clause 5 for the full list of exclusions.

2.3. Sandbox Tier

• Sandbox-tier Organizations are subject to the Standard SLA Tier on a reasonable-efforts basis. No Service Credits accrue because no Plan Fee is payable. Sandbox-tier Organizations may continue to consume valid Top-Up Credits in accordance with the BRP.

2.4. Operational Envelope Reporting

• SOAX provides each Organization with operational telemetry through the Dashboard and APIs, including per Geo Tier success-rate and latency envelopes, usage and Credit consumption, error and retry observables, and incident notifications. The Organization may rely on this telemetry on the same basis SOAX’s engineering teams do. These envelope values are operational reference metrics, not contractual targets, and do not give rise to a Service Credit. The reference target set, methodology, and presentation may be updated in accordance with Clause 13 of the ToU. An Order Form may convert specific envelope values into contractual targets for the Custom SLA Tier.

2.5. Planned Maintenance and Measurement

• "Planned Maintenance" means scheduled work performed by SOAX on the Platform or any of its components. SOAX will notify the Organization of routine Planned Maintenance at least seven (7) calendar days in advance through the Site, the Dashboard, email, or another appropriate channel, and will schedule it outside business hours where reasonably practicable. Routine Planned Maintenance shall not exceed eight (8) hours in any calendar month. Planned Maintenance is not counted as downtime.

• Accelerated maintenance may be performed without prior notice or with such notice as is reasonably practicable, in accordance with Clause 13.3 of the ToU. Accelerated maintenance is reserved for security, legal, regulatory, supplier-side, or force majeure exigencies, and does not relieve SOAX from the notice and limit provisions above for routine, non-emergency work.

• Availability and envelope values are measured by SOAX’s internal monitoring, metering, and reporting systems, the records of which are authoritative for the purposes of this SLA. Third-party tracking, observability, or measurement may produce different results and is not a basis for dispute. Usage volume relevant to billing is measured in accordance with the BRP.

3. Support

3.1. Scope, Channels, and Tiers

• SOAX provides support in respect of the Platform and the Services. Support does not extend to third-party software, third-party tooling, third-party networks, third-party databases or services, integrations operated by or on behalf of the Organization, or the behaviour of any target website or Third-Party Content. Support is available through the in-Dashboard chat (where available), the in-Dashboard ticketing flow, and by email to support@soax.com. Where the Organization’s Plan includes a named Customer Success contact (CSM or Dedicated CSM), that contact also serves as an escalation path. The Support Tier applicable to an Organization is a property of that Plan: Basic; 24/7; 24/7 + CSM; 24/7 + Dedicated CSM; or Custom (per OF).

3.2. Severity and Response Targets

• SOAX classifies incidents, acting reasonably, into four severity levels:

  • P0 (Critical): the Platform or the Services are materially unavailable to the Organization, with no workaround.

  • P1 (High): a material breach or functional defect that degrades the Organization’s production workload.

  • P2 (Standard): a non-blocking functional issue, configuration question, or limitation.

  • P3 (General): an enquiry, request for information, feature feedback, or other non-blocking interaction.

• SOAX uses reasonable commercial efforts to acknowledge support requests within the following targets:

• "Business hours" means 07:00–19:00 UTC on business days (Monday to Friday, excluding UK public holidays), unless an Order Form specifies different coverage. P0 targets apply 24/7. Targets measure acknowledgement of a support request, not time-to-resolution.

4. Status Communications

• SOAX communicates Planned Maintenance, material incidents, and other operationally relevant notices through one or more of: a pop-up message or banner on the Site or in the Dashboard; email to the Account contact; the named CSM contact, where applicable; or any other channel made available by SOAX. An Order Form may provide for additional reporting (status page, post-mortems, named-contact escalation, scheduled service reviews).

5. Exclusions

• The following are excluded from the calculation of Platform Availability and Service Availability, and from any commitment under this SLA. Any related unavailability or change in outcome does not constitute a breach:

• Planned Maintenance and accelerated maintenance under Clause 2.5;

• force majeure and other circumstances beyond SOAX’s reasonable control, including those described in Clause 20.6 of the ToU, and failures attributable to the public internet, telecommunications carriers, the Organization’s ISP, transit providers, or other intermediate networks;

• behaviour of any target website, online resource, third-party platform, content source, or supply-side provider, including rate limits, anti-bot measures, access controls, blocking, throttling, geofencing, challenge mechanisms, and any change of behaviour, policy, content, or availability of Third-Party Content;

• outcomes inherent to the public-internet model, including connection quality, latency, throughput, end-to-end speed, success rate at any target, and the acceptance, completeness, accuracy, or freshness of any response; any deviation from envelope values reported under Clause 2.4; and any classification or measurement based on third-party Geo-IP, VPN-detection, fraud-scoring, or proxy-detection databases that differs from SOAX’s internal classification;

• rotation, invalidation, or replacement of nodes, bindings, IP addresses, or observed network-attribution signals performed in accordance with the applicable Service configuration and rules, and outcomes that are the contractually expected behaviour of customer-elected configurations with explicit failure semantics;

• issues attributable to the Organization’s software, integrations, scripts, configurations, credentials, devices, browsers, networks, internal trackers, or other customer-side environment, and use of the Platform or Services in breach of the ToU, the AUP, the BRP, the applicable Product Description, the applicable Order Form, or applicable law;

• any suspension, restriction, throttling, blocking, rerouting, downgrade, or termination of the Account applied in accordance with Clauses 3.3, 5, or 18 of the ToU or the AUP (including for compliance, KYC/KYB, sanctions, AML, security, fraud, supply integrity, abuse, or non-payment reasons), and automatic pause or throttling resulting from exhaustion of Credits, usage entitlements, concurrent connection limits, or rate limits;

• access to the Sandbox tier (subject to Clause 2.3) and to any free, trial, beta, closed-beta, preview, pre-release, evaluation, or test functionality, except as expressly agreed otherwise in writing;

• any functionality, feature, or Service that operates above the transport layer of Services; any such other functionality is covered only to the extent expressly set out in the applicable Product Description or Order Form, and otherwise falls outside this SLA by default;

• any other circumstance expressly identified as outside SOAX’s responsibility under the ToU, the AUP, the BRP, the applicable Product Description, or the applicable Order Form.

6. Service Credits

6.1. Eligibility and Schedule

• If, in any calendar month during the term of a paid Plan, the Platform Availability or the Service Availability achieved by the Organization’s Account falls below the applicable target in Clause 2.1, the Organization is eligible for a Service Credit calculated as a percentage of the monthly Plan Fee for that month. The monthly Plan Fee excludes Top-Up Credits payments, Overage Fees, late-payment interest, taxes, and any non-recurring amounts; for annual Plans, it is calculated as one-twelfth (1/12) of the annual Plan Fee. Sandbox-tier Organizations are not eligible (Clause 2.3). Service Credits are calculated separately for Platform Availability and Service Availability and may be claimed concurrently, subject to the monthly cap:

6.2. Cap

• The total Service Credits payable for any single calendar month shall not exceed: 50% of the monthly Plan Fee under Standard; 100% of the monthly Plan Fee under Premium; the cap set out in the applicable Order Form under Custom (defaulting to the Premium cap where the Order Form is silent).

6.3. Claim and Remedy

• To claim a Service Credit, the Organization must submit a written claim to support@soax.com or through the in-Dashboard ticketing flow within thirty (30) calendar days after the end of the calendar month in respect of which the credit is claimed, including the relevant month, the target claimed to have been breached, the observation of the breach with timeframes, and any supporting detail reasonably available. SOAX reviews the claim in good faith against its internal monitoring records (Clause 2.5) and confirms the applicable Service Credit, if any, within thirty (30) calendar days of receiving a complete claim. Confirmed credits are issued to the billing balance and applied against future Invoices per the BRP; credits are not paid in cash and are not exchangeable, refundable, or transferable, except as required by mandatory applicable law. Claims submitted after the thirty-day window are forfeited, except as required by mandatory applicable law.

• Service Credits are the sole and exclusive remedy for any failure to meet a Platform Availability or Service Availability target under this SLA, subject to mandatory applicable law and to Clause 16 of the ToU. They are not cumulative with any other refund, credit, or adjustment for the same event, including under the BRP. No Service Credit is available for unavailability falling within Clause 5 or otherwise outside this SLA. Failure to meet a target response time under Clause 3, or deviation from envelope values reported under Clause 2.4, does not give rise to a Service Credit.

7. Modifications

• SOAX may amend this SLA in accordance with Clause 13 of the ToU. A modification that materially reduces the commitments applicable to a Plan for which the Plan Fee has been paid for the current Billing Cycle takes effect from the next unpaid Billing Cycle, unless otherwise required by applicable law. Modifications required for legal, regulatory, supplier-side, security, technical, force majeure, or other reasons beyond SOAX’s reasonable control may be implemented on the timeline set out in Clause 13.3 of the ToU.

8. Contact

For questions regarding this SLA, or to submit a Service Credit claim, contact:

SOAX LTD · Email: support@soax.com · Website: www.soax.com

Effective Date: 1 June 2026