Service Level Agreement (SLA)

Exhibit A -Loan Vision LLC Support and Service Level Agreement
Last Modified: 07/29/2026
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This Support and Service Level Agreement (this "SLA") is a binding contract between the entity identified in the Main Agreement ("Customer," "you," or "your") and Loan Vision LLC (“Loan Vision”, "Provider,""we," or "us"). This SLA governs our support and service level commitments to you and is incorporated by reference into, and governed by, the Main Agreement.

‍1. Definitions
‍For purposes of this SLA, the following terms have the meanings set forth below. All capitalized terms not defined herein shall have the meanings given to them in the Main Agreement.

"Customer Cause" means any of the following causes of an Error: (a) negligent or improper use, misapplication, or misuse of the Services by Customer or its Representatives; (b) any modification to the Services by anyone other than Provider; (c) use of the Services in a manner inconsistent with the Documentation; (d) use of Third-Party Products not provided or authorized by Provider; or (e) Customer’s failure to maintain the then-current version or release of the Services.

"Customer Systems" means Customer's information technology infrastructure, including computers, software, databases, electronic systems, and networks.

"Error" means any reproducible failure of the Services to operate in all material respects in accordance with the Documentation.

"Maintenance" means scheduled or emergency unavailability of the Services, as announced by Provider or the Hosting Provider.

"Main Agreement" means the Master Service Agreement, Scope of Work, or OrderForm entered into by the parties to which this SLA is attached.

"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the Services were Unavailable, excluding downtime resulting from any SLA Exclusion or Customer Cause.

"Out-of-Scope Services" means: (a) services not included in Support Services; (b) services required due to a Customer Cause; and (c) customizations or enhancements to the Services.

"Support Hours" means Monday through Friday, 8:00 AM to 5:00 PM Eastern Standard Time, excluding US public holidays.

"Support Services" means Provider's support of the then-current version of the Services, excluding Out-of-Scope Services.

"Resolve" (and "Resolution") means that Provider has corrected the Error or provided a reasonable workaround. Provider’s reasonable determination that an Error has been resolved shall be dispositive.

‍"Unavailable "means when the Services are not reachable due to Provider’s direct fault, excluding Maintenance or Hosting Environment issues.

‍2. Support Services
‍Provider shall perform Support Services during Support Hours throughout the Term in accordance with the following Service Level Table.

‍Service Level Table

Definition

Response Time (Acknowledge)

Targeted Resolution Time

1. High
(System
Outage)

‍Error preventing business-critical work ordisabling major functions for all users.

Within 1 hour

4 hours

2. High

Situations preventing time-sensitive work (e.g.,month-end closings) from being completed.

Within 4 hours

1 Business Day

3. Normal

Issues that prevent non-urgent tasks or affectindividual users

Within 24 hours

5 Business Days

4. Low

General questions, training requests, or minorcosmetic issues.

Within 2 business days

As Scheduled

Severity Level

Note: Update frequency for Severity 1 and 2 shall be every 2 and 4 hours, respectively, during Support Hours. Resolution times are targets and not guarantees of performance.

‍3. Out-of-Scope Services
‍Provider shall, at Customer's request, provide Out-of-Scope Services. Such services shall be billed at Provider’s then-current time and materials rates and are subject to the payment terms of the Main Agreement.

‍4. Customer Obligations
‍To receive Support Services, Customer shall:
- Promptly notify Provider of any Errors via support@loanvision.com.
- Provide reasonable cooperation, including remote access to Customer Systems and necessary data/files.
- Designate a qualified internal contact to act as a liaison with Provider’s support team.
- Provider shall be excused from its SLA obligations to the extent Customer fails to provide such cooperation.

‍5. Environment Management (Hosting)
‍The Services are delivered via Microsoft Dynamics 365 Business Central (the “Hosting Environment”), operated by Microsoft Corporation.
- Disclaimer: Microsoft alone is responsible for uptime, disaster recovery, and backups. Provider expressly disclaims all liability arising from Hosting Environment failures.
- Sole Remedy: Customer’s sole and exclusive remedy for Hosting Environment unavailability is limited to any service credits actually received by Provider from Microsoft that are attributable to Customer’s use.

‍6. Modifications
‍Provider reserves the right to modify this SLA upon thirty (30) days’ notice. Notice may be provided via email or posting on Provider’s website. Continued use of the Services after the notice period constitutes acceptance of the modified SLA.