COMPLII

Complii Service Level Agreement (SLA)

ControlBox Corp.

Complii Compliance Platform

This Service Level Agreement (“SLA”) defines the service commitments, support response times, and operational procedures for the Complii Platform operated by ControlBox Corp..

This SLA applies to customers subscribed to the Complii service unless otherwise agreed in a separate written agreement.

1. Platform Availability Commitment

ControlBox will make commercially reasonable efforts to maintain 99.7% platform availability per calendar month.

Platform availability refers to the ability of authorized users to access the Complii platform and core services.

Availability excludes downtime caused by:

  • scheduled maintenance
  • emergency maintenance
  • force majeure events
  • internet connectivity issues outside ControlBox control
  • third-party infrastructure outages
  • customer integration issues
  • misuse or unauthorized activity affecting the platform

2. Support Coverage

Complii provides support services for:

  • platform incidents
  • system errors
  • technical assistance
  • configuration support
  • platform usage guidance
  • development requests

Support requests must be submitted through the official ticketing system or authorized communication channels.

3. Incident Severity Levels

Support requests are categorized according to severity and operational impact.

Severity A — Critical Incident

Definition

A Critical Incident is any issue that significantly affects the availability or normal operation of the Complii platform, including:

  • inability to access the platform
  • system-wide outages
  • critical infrastructure failure
  • critical platform functionality not operating
  • major hardware or system issues affecting service availability

Response Time

Maximum Response Time: 4 hours

Support for Critical Incidents is available 24 hours per day, 7 days per week.

Severity B — Non-Critical Bug

Definition

A Non-Critical Bug is any issue that does not affect the ability to access or operate the platform but may impact functionality or usability.

Examples include:

  • minor feature malfunction
  • user interface issues
  • reporting discrepancies
  • configuration issues
  • non-blocking errors

Response Time

Maximum Response Time: 8 business hours

This response time applies after receiving full documentation of the issue, including:

  • description of the problem
  • screenshots or logs when applicable
  • reproduction steps

Resolution timelines may vary depending on the complexity of the issue.

Severity C — Development Requests or System Changes

Definition

Development requests include:

  • new features
  • custom integrations
  • system modifications
  • workflow changes
  • configuration updates
  • platform enhancements

These requests typically require:

  • technical analysis
  • documentation
  • development effort estimation

Initial Response

Response time for development quotation: 2 business days

This response time begins after receiving complete documentation describing the requested development.

Development Process

  1. Client submits a development request through the ticket system.
  2. ControlBox performs technical analysis.
  3. A development quotation and estimated delivery time are provided.
  4. Development begins after client approval and prepayment when applicable.
  5. Development is delivered in the staging environment.
  6. After client approval, the change is deployed to production.

4. Business Hours

Unless otherwise specified, business hours are defined as:

  • 8:00 AM to 6:00 PM Eastern Standard Time (EST)
  • Monday through Friday
  • Excluding public holidays.

5. Emergency Support

Complii provides 24/7 emergency support for Severity A (Critical) incidents.

Emergency support applies only to issues that:

  • affect system availability
  • prevent access to the platform
  • impact critical platform operations

6. Support Communication Channels

Customers may contact the ControlBox support team using the following methods.

Telephone Support

Clients may contact customer support through the following numbers:

  • US: +1 (888) 246 9205
  • UK: +44 (207) 048 6733
  • Spain: +34 (902) 043179
  • Colombia: +57 (1) 3819591
  • New Zealand: +64 (9) 9734785
  • Mexico: +52 (664) 2317809

Email Support

Customers may create support tickets by emailing:

support@controlbox.net

Tickets submitted by email are automatically recorded in the ticket system for tracking and response.

Online Chat

Customers may access the live chat support feature available on:

https://complii.ai

Live chat connects directly with customer service representatives for real-time assistance.

Remote Assistance

If necessary, technical support sessions may be conducted using:

  • Zoom
  • ScreenConnect
  • other secure remote assistance tools

Support engineers will provide meeting links when remote sessions are required to diagnose or resolve issues.

7. Ticket System Requirement

SLA response times apply only to incidents registered through the official ticketing system.

Requests made through informal communication channels may require submission of a ticket before SLA response times begin.

8. Exclusions

The following are excluded from SLA commitments:

  • issues caused by customer infrastructure
  • internet connectivity problems outside ControlBox networks
  • unsupported system integrations
  • unauthorized platform modifications
  • misuse of the platform
  • third-party service outages

9. Changes to the SLA

ControlBox may update this Service Level Agreement periodically.

Updated versions will be published on the Complii website or communicated to customers.

10. Governing Agreement

This SLA forms part of the Complii service documentation and complements:

  • Complii Terms of Service
  • Complii Data Processing Agreement
  • Complii Acceptable Use Policy

If a separate contractual SLA is signed with a customer, that agreement shall prevail.

© ControlBox Corp. All Rights Reserved.