Service Level Agreement

This Service Level Agreement (“SLA”) describes the standard service levels applicable to eligible Bereh Services provided by:

Sumaiyah Technology Solutions Sdn. Bhd.

Registration No.: 202401049816 (1595660-W)

Trading as: Bereh

Website: bereh.com.my

Support: support@bereh.com.my

General enquiries: contact@bereh.com.my

This SLA forms part of and should be read together with the Bereh Terms of Service, Privacy Policy and any applicable quotation, order form or separately executed agreement.

Where a Customer has entered into a separately negotiated SLA with Bereh, that SLA will apply to the extent that it expressly differs from this standard SLA.

1. Purpose

Bereh provides a Digital Workspace intended primarily for small and medium-sized businesses (“SMEs”) and general business users.

This SLA establishes reasonable service expectations concerning:

• availability;
• technical support;
• incident handling;
• maintenance;
• third-party services;
• backups;
• recovery;
• security incidents; and
• Customer responsibilities.

The standard Bereh Services are not designed or supplied as mission-critical, life-critical, safety-critical or high-availability infrastructure unless expressly agreed otherwise in writing.

Customers requiring enhanced or guaranteed service levels may contact Bereh for a separately negotiated arrangement.

2. Scope

This SLA generally applies to paid Bereh Services and Modules for which the Customer has a valid entitlement.

It may cover Bereh functionality relating to:

• Digital Workspace access;
• quotations;
• sales;
• invoicing;
• purchasing;
• inventory;
• accounting;
• projects;
• work orders;
• delivery;
• leads;
• customer management;
• reporting;
• automation;
• artificial intelligence;
• integrations; and
• other paid Modules offered by Bereh.

Availability of individual functionality depends upon the Customer's Subscription.

3. Services Not Covered

Unless expressly agreed otherwise, this standard SLA does not apply to:

• free Services;
• trial Accounts;
• demonstration environments;
• beta features;
• experimental features;
• discontinued Services;
• Customer-developed code;
• unsupported modifications;
• third-party software not maintained by Bereh;
• Customer-owned infrastructure; or
• services governed by a separate SLA.

Free, trial, demonstration and beta Services are provided on an “as available” basis.

4. Commercially Reasonable Efforts

Bereh will use commercially reasonable efforts to maintain the availability, reliability and proper operation of the Services.

Unless expressly agreed otherwise in writing:

• Bereh does not guarantee a specific uptime percentage;
• response times are service objectives rather than guarantees;
• resolution times are not guaranteed;
• continuous uninterrupted operation is not guaranteed; and
• the standard SLA does not provide automatic financial compensation or service credits.

“Commercially reasonable efforts” means reasonable efforts appropriate to the nature of the Services, circumstances, technical complexity, severity of the issue and resources reasonably available.

It does not require Bereh to undertake measures that are technically impossible, disproportionately costly or unreasonable in the circumstances.

5. Availability

Bereh aims to make paid Services reasonably available during normal use.

However, Bereh does not guarantee that the Services will be available:

• continuously;
• without interruption;
• without errors;
• at every geographical location;
• through every internet provider; or
• with every third-party service at all times.

Temporary interruption does not necessarily constitute a breach of this SLA.

6. No Fixed Uptime Guarantee

The standard Bereh SLA does not provide a contractual percentage uptime guarantee.

Any availability percentage displayed in:

• monitoring systems;
• dashboards;
• reports;
• marketing material;
• internal statistics; or
• general communications

is informational unless expressly identified in a written agreement as a contractual service level.

Customers requiring a guaranteed uptime percentage may request an Enhanced SLA.

7. Support Hours

Standard technical support is generally available:

Monday to Friday

9:00 AM – 6:00 PM Malaysia Time (MYT)

excluding applicable Malaysian public holidays.

Support requests may be submitted at any time, but requests received outside support hours may be treated as received on the next applicable business day.

Bereh may provide assistance outside these hours at its discretion.

Such assistance does not create an ongoing obligation to provide 24-hour support.

8. Support Channel

Customers should submit technical support requests to:

support@bereh.com.my

Customers should provide sufficient information to allow Bereh to investigate, including where applicable:

• Customer or company name;
• affected Module;
• affected user;
• description of the issue;
• steps leading to the issue;
• screenshots;
• error messages;
• approximate time of occurrence; and
• any other reasonably relevant information.

Incomplete information may delay investigation.

9. Support Priority

Bereh may classify support requests according to their apparent impact.

The initial classification may be adjusted after investigation.

Priority 1 — Critical

Examples include:

• the Bereh platform being substantially inaccessible to the Customer;
• a core paid Module being completely unavailable to substantially all relevant users;
• substantial Customer Data unexpectedly becoming inaccessible;
• a confirmed serious security issue materially affecting the Customer's active Bereh environment; or
• another issue materially preventing ordinary use of the core Services.

Target acknowledgement: within one (1) business day.

Priority 2 — Normal

Examples include:

• a significant feature not operating correctly;
• an individual user experiencing an access problem;
• a report producing unexpected results;
• an integration not operating as expected;
• a function being materially impaired while other Services remain available; or
• a reproducible defect with a reasonable workaround.

Target acknowledgement: within two (2) business days.

Priority 3 — Minor / Request

Examples include:

• cosmetic issues;
• minor display problems;
• general technical questions;
• configuration assistance;
• feature requests;
• training questions;
• workflow questions; or
• issues that do not materially prevent normal operation.

Target acknowledgement: within three (3) business days.

10. Meaning of Acknowledgement

An acknowledgement means that Bereh has:

• received the support request;
• recorded or reviewed the issue; or
• begun an appropriate initial assessment.

An acknowledgement does not mean that:

• the problem has been resolved;
• the cause has been identified;
• a fix is available;
• a specific resolution time has been promised; or
• Bereh accepts liability for the issue.

11. Resolution Times

Bereh does not guarantee a specific resolution time under the standard SLA.

Resolution time may depend upon:

• severity;
• complexity;
• reproducibility;
• information supplied by the Customer;
• software dependencies;
• infrastructure;
• third-party involvement;
• required testing;
• security considerations;
• availability of a workaround; and
• technical resources reasonably required.

Bereh will use commercially reasonable efforts to investigate and resolve confirmed defects.

12. Workarounds

Where immediate permanent resolution is not reasonably practicable, Bereh may provide a workaround.

A workaround may include:

• an alternative workflow;
• temporary configuration;
• temporary feature restriction;
• manual process;
• rollback;
• disabling an affected integration; or
• another reasonable temporary measure.

Provision of an effective workaround may reduce the priority of the incident while a permanent solution is considered.

13. Scheduled Maintenance

Bereh may perform scheduled maintenance for purposes including:

• updates;
• software deployment;
• infrastructure maintenance;
• security patches;
• database maintenance;
• performance improvements; and
• system upgrades.

Where scheduled maintenance is reasonably expected to cause significant disruption, Bereh will endeavour to provide advance notice where reasonably practicable.

No minimum notice period is guaranteed under the standard SLA.

14. Emergency Maintenance

Bereh may perform emergency maintenance without advance notice where reasonably necessary to:

• protect security;
• address vulnerabilities;
• prevent data loss;
• restore Services;
• respond to infrastructure failure;
• prevent abuse;
• comply with law; or
• protect Customers.

Emergency maintenance does not constitute a breach of this SLA merely because advance notice was not provided.

15. External Hosting and Infrastructure

Bereh may use external providers for:

• servers;
• cloud infrastructure;
• storage;
• networking;
• data centres;
• backups;
• security;
• communications; and
• related infrastructure.

Bereh will use commercially reasonable efforts in selecting and managing providers appropriate to the Services.

However, Bereh does not directly control every component of external infrastructure.

16. Third-Party Services

Bereh may depend upon Third-Party Services including:

• hosting providers;
• internet providers;
• domain providers;
• payment gateways;
• email providers;
• AI providers;
• Meta/Facebook;
• authentication services;
• communication providers; and
• external APIs.

Failure or degradation of a Third-Party Service does not automatically constitute failure of the entire Bereh platform.

For example, temporary unavailability of an AI provider may affect AI generation while inventory, invoicing and other Bereh functionality remains operational.

17. Third-Party Outages

Bereh will use commercially reasonable efforts to:

• identify affected functionality;
• communicate material issues where appropriate;
• work with the relevant provider;
• implement reasonable workarounds where available; and
• restore affected functionality when reasonably possible.

Bereh does not guarantee the restoration time of a Third-Party Service that Bereh does not control.

18. Customer Internet and Equipment

Bereh is not responsible for problems caused by:

• Customer internet connectivity;
• Customer Wi-Fi;
• Customer network configuration;
• Customer hardware;
• unsupported browsers;
• unsupported operating systems;
• Customer firewalls;
• Customer antivirus configuration;
• Customer VPNs;
• Customer DNS configuration; or
• other equipment outside Bereh's control.

Such incidents are not treated as Bereh service outages.

19. Customer Configuration

Issues caused primarily by:

• incorrect Customer settings;
• permissions;
• unsupported modifications;
• Customer-developed code;
• Customer-created integrations;
• incorrect API usage; or
• Customer configuration

are not considered Bereh service failures.

Bereh may provide assistance with such matters where reasonably possible.

Additional work may be chargeable where it falls outside standard support.

20. Custom Development

Customisation, development, migration, integration and other professional services may have separate:

• delivery schedules;
• acceptance criteria;
• support arrangements;
• warranty periods; or
• service levels.

The standard SLA does not create a guaranteed delivery date for custom development unless specifically stated in the applicable quotation or written agreement.

21. Customer-Requested Functionality

Where Bereh correctly implements a Customer-approved specification, a resulting business-process issue caused by the requested design does not constitute an SLA failure merely because the Customer later determines that the requested workflow is unsuitable.

Confirmed software defects in the implementation may still be investigated under normal support procedures.

22. Backups

Bereh may maintain backups itself or through external providers primarily for:

• disaster recovery;
• system restoration;
• operational continuity; and
• infrastructure recovery.

Unless expressly stated in an Enhanced SLA or separate written agreement, Bereh does not guarantee:

• a particular backup frequency;
• a particular retention period;
• a specific Recovery Point Objective (“RPO”);
• a specific Recovery Time Objective (“RTO”);
• preservation of every historical record; or
• successful recovery in every circumstance.

23. Customer Backup Responsibility

Bereh's operational backups are not a substitute for the Customer's own backup or business-continuity arrangements.

Customers whose operations materially depend upon Customer Data should maintain appropriate independent copies or exports.

This is particularly important for information whose loss could materially affect the Customer's operations.

24. Database Backup and Export Requests

Customers may request an available database backup or data export by contacting:

support@bereh.com.my

Bereh will use commercially reasonable efforts to fulfil valid requests, subject to:

• identity verification;
• authority verification;
• technical availability;
• security;
• applicable law;
• the relevant Module; and
• technical feasibility.

A backup request does not guarantee that every historical state or deleted record remains available.

Where substantial technical work is required to prepare or convert information, Bereh may advise the Customer of an applicable service charge before proceeding.

25. Disaster Recovery

Where a significant infrastructure failure occurs, Bereh will use commercially reasonable efforts to:

• assess the incident;
• contain affected systems;
• engage relevant providers;
• restore infrastructure;
• restore available data where reasonably possible; and
• resume Services.

The standard SLA does not guarantee a specific disaster-recovery completion time.

26. Data Recovery

Bereh does not guarantee that every item of Customer Data can be recovered following:

• cyberattack;
• ransomware;
• corruption;
• infrastructure failure;
• simultaneous production and backup failure;
• third-party provider failure;
• authorised deletion;
• Customer error; or
• another destructive incident.

Where available, Bereh will use commercially reasonable efforts to restore appropriate data from available recovery sources.

27. Security Incidents

Where Bereh becomes aware of a material security incident affecting the Services, Bereh may:

• investigate;
• contain affected systems;
• restrict access;
• revoke credentials;
• preserve relevant logs;
• engage infrastructure providers;
• restore systems;
• implement remediation;
• communicate with affected Customers; and
• take other reasonably appropriate measures.

Security-related service interruptions undertaken to protect Customers or the Services do not automatically constitute an SLA failure.

28. Personal Data Breaches

Where a security incident involves personal data, Bereh will address applicable notification and response obligations according to applicable law and its role in relation to the affected data.

The response targets contained in this SLA do not override mandatory data-breach notification obligations.

Where Bereh processes Customer Data on behalf of a Customer, Bereh may notify and cooperate with that Customer concerning relevant obligations.

Malaysia's Personal Data Protection Commissioner maintains the applicable personal-data-breach framework and guidance.

29. Security-Related Suspension

Bereh may temporarily restrict or suspend an Account, Module, integration or function where reasonably necessary to:

• contain a security incident;
• prevent unauthorised access;
• prevent data loss;
• protect other Customers;
• investigate malicious activity;
• prevent infrastructure damage; or
• comply with law.

Such protective action does not itself constitute a breach of this SLA.

30. Resource Abuse

The SLA does not apply to service degradation caused by a Customer's:

• excessive storage use;
• unusually large files;
• abusive API activity;
• excessive automation;
• spam;
• malicious content;
• inappropriate content;
• excessive processing;
• prohibited activity; or
• deliberate circumvention of system limits.

Bereh may restrict or suspend such activity.

31. Account Sharing

The standard Bereh package may include up to five (5) Authorised Users, unless otherwise specified.

Individual Accounts must not be shared between multiple people to circumvent user limits or applicable charges.

Issues arising from prohibited credential sharing are excluded from this SLA.

Additional users may be separately chargeable.

32. Monthly Permission Reset

Bereh may automatically reset and evaluate Module permissions on the first day of each calendar month.

Customers will retain access only to Modules for which they have a valid entitlement.

Loss of access caused by failure to manually renew an applicable paid Module does not constitute:

• downtime;
• an outage;
• an SLA failure; or
• a support incident attributable to Bereh.

33. Manual Subscription Renewal

Bereh Subscriptions currently require manual renewal unless expressly agreed otherwise.

Customers are responsible for renewing in sufficient time to prevent service interruption.

Bereh is not responsible for interruption caused by:

• failure to renew;
• late payment;
• unsuccessful payment;
• failure to maintain an active entitlement; or
• failure to act upon a renewal reminder.

34. Inactive Customers

Customer data-retention arrangements are governed principally by the Terms of Service and Privacy Policy.

Under the standard Bereh arrangement, a Customer environment that remains inactive for six consecutive months may become subject to removal.

The SLA does not extend that retention period.

Customers should request any required export before the applicable retention period expires.

35. Service Discontinuation

Where Bereh voluntarily permanently discontinues a material paid Module, Bereh will endeavour to provide at least three (3) months' advance notice.

This does not apply where accelerated discontinuation is reasonably necessary because of:

• law;
• regulation;
• security;
• termination of an essential Third-Party Service;
• loss of required permissions;
• emergency circumstances; or
• events outside Bereh's reasonable control.

36. Export Following Discontinuation

Affected Customers may request available Customer Data relating to a discontinued Module for up to three (3) months after the effective discontinuation date by contacting:

support@bereh.com.my

Requests remain subject to technical availability, security and applicable law.

37. SLA Exclusions

An incident is generally excluded from Bereh's standard service-level assessment to the extent caused by:

• scheduled maintenance;
• emergency maintenance;
• Customer actions;
• Customer configuration;
• Customer hardware;
• Customer internet;
• unsupported modifications;
• Customer credential compromise;
• account sharing;
• Customer resource abuse;
• malicious Customer activity;
• non-payment;
• expired Module entitlement;
• third-party failure outside Bereh's reasonable control;
• internet-wide disruption;
• telecommunications failure;
• government action;
• cyberattack that could not reasonably have been prevented through appropriate measures;
• force majeure; or
• another circumstance outside Bereh's reasonable control.

38. No Automatic Service Credits

The standard Bereh SLA does not provide automatic:

• refunds;
• monetary compensation;
• service credits;
• penalties; or
• Subscription extensions

for downtime, delayed acknowledgement or failure to achieve a target response time.

Bereh may, at its discretion and without creating a continuing obligation, provide:

• a goodwill Subscription extension;
• additional assistance;
• account credit; or
• another reasonable accommodation.

Any such accommodation is voluntary unless separately agreed in writing.

39. Relationship With Liability Provisions

This SLA does not expand Bereh's liability beyond that established in the applicable Terms of Service or separately executed agreement.

The limitations and exclusions contained in the Terms of Service continue to apply.

Nothing in this SLA limits liability or statutory obligations that cannot lawfully be limited.

40. Customer Cooperation

Bereh's ability to investigate an incident may depend upon Customer cooperation.

Customers must reasonably assist by:

• providing accurate information;
• providing error messages;
• supplying screenshots where appropriate;
• reproducing the problem where possible;
• identifying affected users;
• responding to reasonable technical questions; and
• testing proposed solutions where appropriate.

Delays resulting from missing Customer information may extend investigation and resolution times.

41. Priority Reclassification

Bereh may change the priority assigned to an incident after investigation.

For example, an incident initially reported as Critical may be reclassified if Bereh determines that:

• only one user is affected;
• a reasonable workaround exists;
• the problem originates from Customer equipment;
• core Services remain available; or
• the issue does not materially prevent ordinary use.

Likewise, Bereh may increase priority if investigation reveals a more serious impact.

42. Repeated or Duplicate Requests

Submitting multiple duplicate requests concerning the same issue does not:

• increase its priority;
• restart a response target;
• create multiple incidents; or
• require multiple separate investigations.

Bereh may consolidate related requests into a single support case.

43. Feature Requests

A request for:

• a new feature;
• workflow change;
• new integration;
• custom report;
• interface modification; or
• enhancement

is not considered a software defect merely because the requested functionality does not currently exist.

Bereh may:

• consider the request for future development;
• decline the request;
• offer an alternative;
• include it in general product development; or
• quote separately for custom development.

No delivery date is created unless expressly agreed in writing.

44. Enhanced Service Levels

Customers requiring stronger commitments may contact Bereh concerning an Enhanced SLA.

An Enhanced SLA may potentially include:

• specified uptime targets;
• extended support hours;
• faster acknowledgement targets;
• priority support;
• specified backup schedules;
• specified backup retention;
• Recovery Point Objectives;
• Recovery Time Objectives;
• dedicated infrastructure;
• additional monitoring;
• disaster-recovery arrangements; or
• other enhanced commitments.

Enhanced arrangements may require additional fees and a separate written agreement.

Bereh is not obligated to provide an Enhanced SLA merely because one is requested.

45. Changes to This SLA

Bereh may update this standard SLA from time to time to reflect:

• changes to Services;
• support processes;
• technology;
• infrastructure;
• security practices;
• legal requirements; or
• operational requirements.

Material changes affecting existing paid Customers will be communicated where reasonably practicable.

A separately negotiated SLA will not be changed solely by updating this public standard SLA unless that separate agreement permits such changes.

46. Order of Precedence

Where documents conflict, the order of precedence stated in the Bereh Terms of Service applies.

For service-level matters specifically addressed by a separately negotiated and signed SLA, that SLA will prevail to the extent of the conflict.

Mandatory law continues to apply.

47. Governing Law

This SLA is governed by the laws of Malaysia.

Nothing in this SLA excludes any right, responsibility or obligation that cannot lawfully be excluded.

48. Acceptance

This SLA applies when incorporated into the Customer's Bereh Subscription, Terms of Service, quotation, order or other applicable agreement.

Use of the Services remains subject to the Bereh Terms of Service and Privacy Policy.

© 2026 Sumaiyah Technology Solutions Sdn. Bhd.

Registration No. 202401049816 (1595660-W). All rights reserved.

Bereh — Digital Workspace for Growing Businesses.

For questions about this Service Level Agreement, contact contact@bereh.com.my. For technical or account support, contact support@bereh.com.my.