Service Level Agreement (SLA) and 10-Year Retention Policy

1. Monthly Service Availability Commitment (Uptime)

During the term of an active commercial subscription in good payment standing (Basic, Pro, or Plus plans), AHORRATECH, EIRL will use commercially reasonable efforts to maintain a monthly operational availability of the Ahorra POS cloud application of at least ninety-nine point five percent (99.5%) of the total time in each calendar month.

The following interruptions shall not be counted as downtime: (a) scheduled maintenance windows or database upgrades notified at least twenty-four (24) hours in advance or executed during low-concurrency overnight hours in the Dominican Republic; (b) critical emergency security maintenance; (c) outages, slowdowns, rejections, or intermittent failures of the Web Services and portals of the General Directorate of Internal Revenue (DGII); (d) failures in backbone cloud providers, global DNS, or submarine cables; or (e) electrical power outages, local hardware failures, or internet service provider interruptions at the Client premises.

2. Service Credits as Sole and Exclusive Remedy (Sole Remedy)

If in any calendar month the effective availability of Ahorra POS verified by AHORRATECH monitoring logs falls below 99.5% due to causes directly attributable to AHORRATECH, the Client may request within ten (10) business days following the close of such month the application of a Service Credit deductible from its next renewal invoice, calculated on the monthly fee paid for the affected month according to the following schedule: (a) availability between 99.0% and 99.49%: five percent (5%) credit; (b) availability between 95.0% and 98.99%: ten percent (10%) credit; and (c) availability below 95.0%: twenty-five percent (25%) credit.

THE CLIENT EXPRESSLY ACKNOWLEDGES AND AGREES THAT THE GRANTING OF THE SERVICE CREDITS DESCRIBED IN THIS CLAUSE CONSTITUTES ITS SOLE, ENTIRE, AND EXCLUSIVE REMEDY, AND THE SOLE OBLIGATION OF AHORRATECH, FOR ANY INTERRUPTION, UNAVAILABILITY, PERFORMANCE DEGRADATION, OR TECHNICAL FAILURE OF THE AHORRA POS PLATFORM. CONSEQUENTLY, THE CLIENT EXPRESSLY AND IRREVOCABLY WAIVES ANY RIGHT TO BRING CLAIMS FOR DAMAGES, LOST PROFITS, LOSS OF REVENUE, OR COMPENSATORY JUDICIAL TERMINATION BY REASON OF SERVICE UNAVAILABILITY.

3. 10-Year Conservation Rule (Law 32-23) and Database WORM Immutability

Article 19 of Electronic Invoicing Law No. 32-23 and Article 50, paragraph h, of the Dominican Tax Code (Law No. 11-92) impose upon taxpayers the statutory obligation to preserve for a period of ten (10) years all issued and received Electronic Fiscal Receipts (e-CF), as well as the documentation and records supporting their tax transactions.

To assist the Client in fulfilling this statutory duty, Ahorra POS stores in its PostgreSQL transactional database the full content of signed XML files (including issued e-CFs and RFCEs as well as e-CFs received from suppliers, their ARECF acknowledgments, ACECF commercial approvals, and ANECF sequence voids), alongside the SHA-256 cryptographic fingerprint computed at the exact moment of digital signing. These records are protected by Write-Once-Read-Many (WORM) database triggers that forbid altering or overwriting the signed XML and its core fiscal facts, while also verifying the SHA-256 fingerprint prior to every download or transmission.

4. Active Subscription Condition and Non-Extendable 30-Day Post-Cancellation Window

DIGITAL CUSTODY AND CONSERVATION FOR UP TO TEN (10) YEARS OF XML FILES AND TRANSACTIONAL RECORDS ON AHORRATECH SERVERS IS PROVIDED SOLELY AND EXCLUSIVELY WHILE THE CLIENT MAINTAINS AN ACTIVE COMMERCIAL SUBSCRIPTION IN GOOD PAYMENT STANDING. AHORRATECH IS NOT A FREE PUBLIC ARCHIVE NOR A PERPETUAL DEPOSITORY FOR INACTIVE OR UNPAID ACCOUNTS.

In the event of voluntary subscription cancellation by the Client, non-renewal at the end of the contracted billing cycle, or agreement termination due to prolonged non-payment, AHORRATECH shall grant the Client a single, final, and non-extendable window of thirty (30) calendar days, counted from the effective date of account cancellation or termination, for the Client to log into the platform and download to its own storage media all of its signed XML files (e-CF, RFCE, ARECF, ACECF, and ANECF), printed representations, and accounting and tax reports (606, 607, 608, sales book, and inventory and account history).

Upon the expiration of such non-extendable thirty (30) calendar day window without the subscription having been reactivated, the Client expressly and irrevocably authorizes AHORRATECH to execute the permanent and irreversible purge and deletion of all XML files, transactional records, encrypted certificates, and backup copies associated with its organization from our servers, transferring solely and exclusively to the Taxpayer the statutory obligation to store, safeguard, and exhibit its XML files for the remainder of the ten (10) year period before the General Directorate of Internal Revenue (DGII).