Service Level Agreement

FINPLOY TECHNOLOGIES PTE. LTD.

This Service Level Agreement ("SLA") describes the service performance commitments made by Finploy Technologies Pte. Ltd. (UEN 202548778H), operator of the TalentZora platform ("TalentZora", "we", "us"), to subscribing organisations ("you") in connection with your use of the TalentZora platform.

This SLA should be read together with the Terms of Use, Privacy Policy, PDPA Policy, and Data Processing Agreement. In the event of any conflict between this SLA and the Terms of Use with respect to service performance, the Terms of Use prevail unless this SLA expressly provides otherwise.

1. Introduction and Scope

This SLA applies to the core TalentZora platform features available through the web interface at talentzora.com, including:

• CV upload, parsing, and structured data extraction.
• AI-assisted CV-JD matching and matching output generation.
• Private candidate vault access, search, and filtering.
• Job description management and shortlist creation.
• Account management, login, and workspace administration.

This SLA does not apply to third-party services accessed through TalentZora (such as Google AI processing services or Stripe payment processing), whose availability and performance are governed by the terms of those respective providers. TalentZora makes commercially reasonable efforts to monitor and respond to third-party service degradation where it affects the TalentZora platform.

2. Platform Availability

TalentZora targets a platform availability rate of 99% per calendar month for the core features listed in Section 1, measured during standard operating hours. Availability is calculated as:

Availability (%) = ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100

where "Downtime" means any period during which the core platform features listed in Section 1 are inaccessible to all users of a Subscribing Organisation due to a failure in TalentZora's own infrastructure, and excludes all periods described in Section 8 (Exclusions).

TalentZora is an early-stage SaaS platform. We commit to commercially reasonable best efforts to meet the 99% availability target and to continuously improve platform reliability. We do not guarantee uninterrupted or error-free service.

Availability measurement

Availability is measured from TalentZora's infrastructure monitoring systems. Subscribing organisations may report suspected platform-wide unavailability at any time by contacting support@talentzora.com. TalentZora will investigate and confirm whether the reported period constitutes a downtime event within 1 business day.

3. Planned Maintenance

TalentZora performs platform maintenance and updates on a scheduled basis. Our maintenance commitments are:

• Advance notice: TalentZora will provide at least 48 hours' advance notice of planned maintenance that is expected to result in platform unavailability or significant feature degradation. Notice will be sent by email to the registered account email address of affected Subscribing Organisations.
• Preferred maintenance window: Planned maintenance is scheduled, where reasonably practicable, during off-peak hours (weekends or late evenings Singapore time, SGT) to minimise disruption to users.
• Emergency maintenance: Where urgent security patches, infrastructure changes, or third-party provider updates require immediate action to protect the platform or its data, TalentZora may perform unscheduled maintenance without advance notice. We will notify Subscribing Organisations as soon as practicable in such cases.
• Maintenance duration: Planned maintenance windows are expected to last no longer than 4 hours. We will endeavour to complete maintenance within the notified window and will notify Subscribing Organisations if a maintenance window is expected to extend beyond its scheduled duration.

Downtime arising from planned maintenance (with advance notice given) does not count toward the monthly downtime calculation for the purpose of Section 2.

4. Support Channels

TalentZora provides support to Subscribing Organisations through the following channels:

• Email support: support@talentzora.com — the primary support channel for all platform issues, questions, and data requests.
• WhatsApp / phone: +65 8927 8663 — available for urgent matters during business hours. This channel is intended for time-sensitive escalations, not routine queries.

Support hours: Monday to Friday, 9:00 AM to 6:00 PM Singapore Standard Time (SGT, UTC+8), excluding Singapore public holidays.

Requests received outside support hours will be acknowledged on the next business day and prioritised according to the incident classification in Section 5.

5. Incident Classification and Response

TalentZora classifies platform issues into four severity levels and targets the following response times, measured from the time a confirmed incident is acknowledged by TalentZora:

"Initial response" means TalentZora has acknowledged the issue, provided a severity classification, and initiated investigation. It does not mean the issue has been fully resolved within the stated timeframe. Resolution timelines vary depending on the nature and complexity of the issue.

For Critical and High severity incidents, TalentZora will provide status updates at least once per business day until the issue is resolved or a workaround is available.

6. Data Backup and Recovery

TalentZora maintains automated encrypted backups of production data for disaster recovery purposes.

• Backup frequency: Production data is backed up on an automated daily schedule.
• Backup retention: Backup snapshots are retained on a standard rotation cycle. Older snapshots are automatically purged when the retention period expires.
• Backup encryption: All backup snapshots are encrypted. Backup data is subject to the same per-organisation DEK architecture described in our Data Processing Agreement — encrypted backups associated with a deleted DEK cannot be decrypted by anyone, including TalentZora, and are automatically purged when the rotation cycle completes.
• Recovery purpose: Backups are maintained for disaster recovery in the event of catastrophic infrastructure failure. They are not intended for individual record restoration requests or for recovering data following a deliberate deletion or DEK deletion request.
• Recovery time: In the event of a catastrophic infrastructure failure requiring a full backup restore, TalentZora will endeavour to restore service as quickly as reasonably practicable. TalentZora does not commit to a specific Recovery Time Objective (RTO) at this stage.

Subscribing organisations are responsible for exporting their own data — including candidate profiles, shortlists, and match results — through TalentZora's export tools if they require an independent copy of their data. TalentZora's backups are not a substitute for the Subscribing Organisation's own data retention obligations.

7. Performance Monitoring

TalentZora monitors platform availability and performance through its infrastructure management tools on a continuous basis. In the event of a detected service disruption, TalentZora's team will be alerted and will begin investigation without requiring a report from a Subscribing Organisation.

Where a Subscribing Organisation believes it is experiencing a platform issue, it is encouraged to report it promptly via email at support@talentzora.com. Early reporting allows TalentZora to distinguish isolated user issues from platform-wide events and to respond appropriately.

TalentZora does not currently publish a real-time public status page. We will notify Subscribing Organisations of any confirmed platform-wide service disruption by email to registered account email addresses as soon as it is confirmed.

8. Exclusions

The following are excluded from the calculation of downtime and from TalentZora's response time obligations under this SLA:

• Planned maintenance periods for which advance notice was given in accordance with Section 3.
• Emergency maintenance required to address urgent security vulnerabilities or threats to platform integrity.
• Service disruptions caused by factors outside TalentZora's reasonable control, including but not limited to: acts of God, natural disasters, war, civil unrest, government action, telecommunications failure, internet service provider disruptions, or AWS infrastructure outages beyond TalentZora's control.
• Service degradation caused by the Subscribing Organisation's own actions, including unauthorised modifications, misuse of the platform, bulk uploads that exceed reasonable usage parameters, or use of the platform in a manner inconsistent with TalentZora's documentation and Terms of Use.
• Unavailability of third-party services integrated with TalentZora (such as Google AI processing or Stripe), except where TalentZora's own systems are the direct cause of the failure.
• Issues arising from the Subscribing Organisation's own network, devices, or browser environment.
• Feature limitations, platform behaviour, or performance characteristics that are documented or described as expected in TalentZora's platform documentation or Terms of Use.

9. Remedies

TalentZora is an early-stage SaaS platform and does not currently offer financial service credits or monetary compensation for failure to meet availability targets or response time commitments.

Where TalentZora materially fails to meet its availability target over a sustained period, TalentZora's remedy will be to use commercially reasonable efforts to investigate and remediate the cause of the failure, and to notify the Subscribing Organisation of the root cause and the steps taken to prevent recurrence.

Subscribing organisations with specific SLA requirements — including financial penalties, uptime guarantees, or formal service credits — may contact TalentZora at support@talentzora.com to discuss whether a custom SLA arrangement can be agreed in writing.

10. Review and Amendments

TalentZora will review this SLA at least annually and whenever there is a material change to the platform's infrastructure, service model, or support capacity.

TalentZora will provide at least 30 days' advance written notice to Subscribing Organisations of any material amendment to this SLA. Notice will be sent by email to the registered account email address. Continued use of the platform after the effective date of the amendment constitutes acceptance of the revised SLA.

If a Subscribing Organisation does not accept a material amendment to this SLA, it may terminate its subscription by providing written notice to TalentZora before the effective date of the amendment, in accordance with the termination provisions of the Terms of Use.

11. Governing Law

This SLA is governed by and construed in accordance with the laws of the Republic of Singapore. Any dispute arising out of or in connection with this SLA shall be subject to the non-exclusive jurisdiction of the Singapore courts.

For any questions about this SLA or to discuss custom service level arrangements, contact us at support@talentzora.com with the subject line "Service Level Agreement".