Service Level Objectives

ALTIS

Automotive Limited

April 2026 · Company No. 17082570

1. Definitions

1.1 Defined terms used in this Service Level Objectives document have the meaning given in the Conditions set out at altis-auto.com/legal unless the context requires otherwise.

1.2 The following terms shall have the following meanings:

1.2.1 "Available" means the that the Platform and / or relevant Service is available for access and use by the Customer;
1.2.2 "Target Availability Level" means the target availability level for the relevant Service as specified in the table at paragraph 2.1;
1.2.3 "Unavailable" means that the Platform and / or relevant Services is not Available, and "Unavailability" shall be construed accordingly;

2. Target Availability

2.1 Subject to paragraph 2.2, ALTIS shall use reasonable endeavours to ensure that each Service is available for the corresponding Target Availability Level set out in the table below:

Service	Description	Target Availability
Next Generation Supply Chain	Integrated Purchase-to-Pay process messaging between Motor Factors and their Suppliers, with associated on-demand analytics and reporting	Greater than 99.5%
National Accounts Trading Service	Notice to Deliver, discrete and consolidated Invoicing and Remittance processing with associated on-demand analytics and reporting between Motor Factors and their customers	Greater than 99.5%

2.2 When calculating the Target Availability Level, ALTIS shall exclude any Unavailability caused by:

2.2.1 scheduled or regular maintenance of the Platform and / or Services, which will be notified in advance to the Customer with at least 5 working days notice;
2.2.2 technical issues of the Customer and / or any other Platform or Service users, including any issues caused by the Customer or Customer’s Back Office system provider, or other user's internet network and / or internet service provider; and / or
2.2.3 any unauthorised access to or use of the Platform and / or Services by a Customer and / or third party.

3. System Monitoring and On-Call Operational Service

3.1. ALTIS shall monitor the Availability of the Platform and / or Services and publish real-time data on altis-auto.com.

3.2 If complete or partial Unavailability of the Platform or any Service occurs impacting all users, ALTIS shall aim to restore Availability of the Platform and / or Services or provide a workaround solution as soon as reasonably practicable. For the avoidance of doubt, Unavailability impacting only certain users will be dealt with by ALTIS in accordance with paragraph 4.2.

4. Support Team

4.1. The Supplier can access ALTIS's support team by logging a support case on the Platform or by emailing service@altis-auto.com.

4.2 ALTIS shall use reasonable endeavours to respond to the Supplier and resolve any support incident raised;

4.2.2 in accordance with the corresponding response level as detailed in the table below;
4.2.3 with Priority level determined using the ITIL priority matrix;
4.2.4 on Business Days between the hours of 9.00am to 5.00pm

Priority	Description	Response
1	Any serious problem of the Services for which there is no practical workaround (for example, Orders cannot be received or manually viewed)	ALTIS will assign staff to the problem within 60 minutes of notification and will work continuously on the problem until it is fixed
2	Any serious problem in a key function of the Services for which there is a simple workaround (for example, Orders cannot be received from the services, but can be manually viewed)	ALTIS will assign staff to the problem within 4 hours of notification. Staff will work continuously on the problem until it is fixed.
3	Any problem seriously affecting non-key functions of the Services (for example, news cannot be viewed)	ALTIS will assign staff to the problem within 2 working days of notification. Staff will aim to fix the problem within 3 working days.
4	Any other problems	ALTIS will assign staff to the problem within 5 working days of notification. Staff will aim to fix the problem within 10 working days.