TRES TEKNOLOJİ A.Ş. SERVICE LEVEL AGREEMENT (SLA)

Doc. No: TRS.SLA.01 Pub. Date: 01.09.2023 Rev. Date: 18.06.2025 Rev. No: 03

TRES TEKNOLOJİ A.Ş. SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement (SLA) governs the availability targets, the measurement principles, and the service credit mechanism to be applied in the event that these targets are not met, for the cloud and infrastructure services provided by Tres Teknoloji A.Ş. This text is in the nature of a general template, and the final commitments are determined by the service agreement concluded.

1. SCOPE

This SLA covers the services provided in a production environment, including virtual servers, storage, network and managed services. Services provided as trial, free and beta are outside the scope. The SLA is an integral annex to the Cloud Services Framework Agreement concluded. Data center hosting (colocation) services are outside the scope of this SLA, and the service level commitments relating to these services are separately governed in Annex 2 of the Data Center Service Agreement concluded.

2. AVAILABILITY COMMITMENT

The Company targets a monthly availability of 99.9% for production services. In high-availability (HA) configurations, this target may be set higher in the relevant service definition. Availability is calculated as the ratio of the time during which the service is accessible within the relevant calendar month to the total time.

—Standard services: monthly availability target of 99.9% —High availability (HA): monthly 99.95% and above —Two-region disaster recovery: RPO and RTO targets are defined separately

3. MEASUREMENT PRINCIPLES

Availability is measured on a per-minute basis through the Company's monitoring systems. The failure of a service to respond due to controllable infrastructure is deemed an outage. Measurements and reports are provided to the Customer upon request.

4. OUT-OF-SCOPE CASES

Outages arising from the following cases are not included in the availability calculation:

—Previously notified planned maintenance windows —Outages arising from the Customer's own application, configuration or improper use —Force majeure events (natural disaster, epidemic, decisions of official authorities, etc.) —Problems arising from third-party software or services provided by the Customer —Services suspended due to failure to fulfill the payment obligation —Network problems originating from third-party internet service providers and transit or backbone operators that affect the Customer's access —Outages arising from distributed denial-of-service (DDoS) and other cyberattacks and from the protective measures taken against them

5. SERVICE CREDIT

In the event that the monthly availability target is not met, the Customer becomes entitled to a service credit at the following rates based on the service fee for the relevant month. The service credit is the sole method of compensation and is offset in the following invoice period.

—Between 99.9% and 99.0%: 10% of the monthly fee —Between 99.0% and 95.0%: 25% of the monthly fee —Below 95.0%: 50% of the monthly fee (maximum)

The total service credit to accrue for a calendar month shall in no event exceed 50% of the monthly service fee for the relevant month; credits are not refunded in cash.

6. SERVICE CREDIT REQUEST

A service credit request is submitted in writing to destek@tresteknoloji.com within thirty days following the month in which the outage occurred. The request shall state the date and duration of the outage and the affected service. The Company evaluates the request against its monitoring records and notifies the Customer of the result.

7. SUPPORT AND RESPONSE

The Company provides 24/7 engineer support. Incidents are classified according to their priority, and the initial response times are specified in the service definition. Critical incidents that halt production are responded to as soon as possible.

—Critical: production completely halted — highest priority —High: functionality significantly affected —Normal: limited impact or a situation with a workaround —Low: information requests and general questions

8. ENTRY INTO FORCE

This SLA applies upon the entry into force of the service agreement and is valid for as long as the agreement remains in force. The Company may update this SLA; the current version is published on the website and is valid from the date of publication. For agreements already concluded, the version included in the annex to the agreement is taken as the basis.

TRS.SLA.01 · Rev. 03 Tres Teknoloji A.Ş. — This is a controlled copy.

This English text is an unofficial translation provided for information purposes only. In case of any discrepancy, the Turkish (Türkçe) version prevails and is the sole legally binding text.