CAUTIO : STANDARD USAGE AGREEMENT

This SLA document sets out the service commitments, performance standards, responsibilities, and support framework applicable to the products and services provided by Covert Eye Technologies Private Limited ("Cautio", "we", "our", or "us"). This SLA forms part of and should be read together with Cautio’s Master Service Agreement, Terms of Service, Order Form, or any other binding commercial agreement executed with the customer/Client ("Customer", “Client”, "you", or "your"). This Agreement is deemed to be effective as of 1st January 2026 and is subject to be updated to reflect any changes to the manner Cautio’s commitments work.

Scope of Service Level Agreement

This Service Level Agreement (“SLA”) governs the service levels applicable to:

1. the Cautio-hosted software platform, including all cloud-based applications, dashboards, analytics, alerts, and AI-driven features; and
2. Cautio-provided in-vehicle hardware, including dashcams and associated peripherals, to the extent expressly set out herein (collectively, the "Services").

For the avoidance of doubt, this SLA does not govern or modify any commercial or contractual terms, including pricing, payment obligations, intellectual property ownership, hardware sale or liability, all of which shall be governed exclusively by the applicable master agreement, order form, or terms and conditions executed between Cautio and the Customer/Client.

Section 1: Cautio’s Hosted Software

1.1 Overview of Hosted Software

Cautio’s hosted software platform (“Hosted Software”) is architected and operated to provide a reliable and resilient service to its customers. Cautio has implemented commercially reasonable technical, administrative, and operational measures designed to safeguard customer data and to minimize service disruptions.

The Hosted Software is deployed on a scalable, redundant, and distributed cloud computing infrastructure utilized by leading global enterprises. Cautio’s architecture distributes processing workloads across multiple physical servers and replicates data across multiple physical storage systems. Accordingly, no single hardware failure is expected to materially impact the availability of the Hosted Software.

1.2 Uptime Commitment

Subject to the terms and exclusions set forth in this SLA, Cautio provides a ninety-nine percent (99%) uptime service level commitment for the Hosted Software during each calendar month (the “Service Level Warranty”).

1.3 Applicability and Relationship to Governing Terms

This Service Level Agreement (“SLA”) sets forth Cautio’s obligations and the Customer’s sole and exclusive remedies with respect to the availability and performance of the Hosted Software.

This SLA is subject to, and shall be read in conjunction with, the terms of service, master service agreement, order form, or other governing agreement applicable to the Customer’s use of Cautio products and services (collectively, the “Terms”), unless expressly agreed otherwise in writing between Cautio and the Customer. Capitalized terms used but not defined in this SLA shall have the meanings assigned to them in the Terms.

1.4 Definitions

For the purposes of this SLA, the following terms shall have the meanings set forth below:

“Hosted Software Downtime” means the period of time during which the Customer is unable to access or log into the Hosted Software dashboard as a direct result of a failure attributable to the Hosted Software, as mutually confirmed by both the Customer and Cautio.

For the avoidance of doubt, the following shall not constitute Hosted Software Downtime:

• failures of individual hardware devices;
• interruptions caused by third-party services, including but not limited to cellular or data connectivity issues;
• outages or disruptions of third-party cloud service providers (including AWS, GCP, or similar providers); or
• issues arising from Customer-side configurations, misuse, or external dependencies.

Hardware-related issues may be addressed separately in accordance with Cautio’s Hardware Warranty Policy, as set forth in the applicable Hardware Warranty Policy section.

“Hosted Software Uptime” means, for a given calendar month, the total number of minutes in such month minus the total number of minutes of Hosted Software Downtime, divided by the total number of minutes in such calendar month, expressed as a percentage.

$$\text{Hosted Software Uptime (\%)} = \frac{(\text{Total Minutes in the Calendar Month} - \text{Total Minutes of Hosted Software Downtime}) \times 100}{\text{Total Minutes in the Calendar Month}}$$

“Service Credit” means the number of days of license to the Cautio Hosted Software that Cautio may credit to the Customer, in the form of a monetary credit applied to the Customer’s invoice, upon Cautio’s failure to meet the Service Level Warranty, provided that the Customer submits a timely written request for such Service Credit in accordance with the procedure set forth in this SLA. Service Credits must be expressly requested by the Customer and shall not apply automatically.

1.5 Service Level Commitment

During the term specified in the applicable Order Form, Cautio warrants that the Hosted Software shall achieve a Hosted Software Uptime of at least ninety-nine percent (99%) in each calendar month (the “Service Level Warranty”).

If, in any calendar month, the Hosted Software Uptime fails to meet the Service Level Warranty, and provided that the Customer is in full compliance with its obligations under the applicable Terms and this SLA, the Customer shall be eligible to receive a service credit (“Service Credit”) in accordance with the table below.

Service Credits shall be applied as a monetary credit against future invoices for the Hosted Software and shall not be redeemable for cash.

In order to receive a Service Credit, the Customer must submit a written request to Cautio at customerservice@cautio.in within thirty (30) days from the date on which the Customer becomes eligible for such Service Credit. Failure to submit a request within this time period shall result in the forfeiture of the Customer’s right to receive the applicable Service Credit.

The aggregate maximum Service Credit issued by Cautio to the Customer for all Hosted Software Downtime occurring within a single calendar month shall not exceed thirty (30) days of license credit, regardless of the number or duration of incidents.

1.6 Exclusions

The Service Level Warranty shall not apply to:

1. any Products or services that expressly exclude this Service Level Warranty, as stated in the applicable documentation; or
2. any Hosted Software Downtime caused, in whole or in part, by one or more of the following events or circumstances:
1. force majeure events, including but not limited to strikes (other than strikes of a party’s own employees), shortages, riots, insurrection, fires, floods, storms, explosions, acts of God, war, governmental actions, labor conditions (other than with respect to a party’s own employees), earthquakes, material shortages, epidemics, diseases, failures of utilities or communications systems, or any other causes beyond the reasonable control of the affected party, provided that such party uses commercially reasonable efforts, including implementation of business continuity measures, to mitigate the effects thereof;
2. Customer-owned or third-party equipment, systems, networks, or infrastructure not under the primary control of Cautio;
3. the Customer’s breach of the applicable Terms or this SLA, or improper use, configuration, or operation of the Products;
4. failures or disruptions of third-party cloud hosting providers, cellular service providers, internet service providers, or other third-party service providers;
5. improper installation of the Hardware by the Customer, or any physical damage to the Hardware caused by the Customer or any third party outside Cautio’s control, including partial or complete disconnection of the Hardware from the applicable equipment;
6. any cause that is not solely attributable to a failure of the Hosted Software.

1.7 Exclusive Remedy

The Service Credits described in this SLA constitute the Customer’s sole and exclusive remedy, and Cautio’s entire liability, for any failure by Cautio to meet the Service Level Warranty.

Section 2: Hardware Policy

2.1 Hardware Warranty Policy

2.1.1 Support and Troubleshooting Prerequisite

If the Customer experiences any technical issues with the Hardware, the Customer shall first contact Cautio’s customer support team at customerservice@cautio.in for technical assistance.

Prior to submitting any hardware warranty claim under this Hardware Warranty Policy at customercare@cautio.in, the Customer must use all commercially reasonable efforts to identify and resolve the issue by:

• referring to the resources available on Cautio’s official support pages; and/or
• cooperating with Cautio’s customer support team and reasonably assisting in Cautio’s troubleshooting process.

Failure to comply with the foregoing may result in rejection or delay of the warranty claim.

2.1.2 Warranty Period

Cautio warrants its proprietary hardware products (“Hardware”) that require an active and valid software license to operate (including dashcams) shall be covered by warranty for so long as the Customer maintains a valid and active license or agreement for such Hardware.

2.1.3 Hardware Warranty Coverage

Subject to the limitations and exclusions set forth in the applicable Terms and this Hardware Warranty Policy, Cautio warrants that, during the applicable warranty period, eligible Cautio Hardware shall be free from material defects in materials and workmanship under Normal Use Conditions (the “Hardware Warranty”).

“Normal Use Conditions” means ordinary and intended use of the Hardware in accordance with Cautio’s documentation, installation guidelines, operating instructions, and applicable industry standards, without misuse, abuse, alteration, or exposure to abnormal physical, electrical, or environmental conditions. (Refer Section 3 - Normal Use conditions)

2.1.4 Warranty Remedies

Upon Cautio’s approval of a valid warranty claim submitted in accordance with this Hardware Warranty Policy, Cautio shall, at its sole discretion, undertake one of the following remedies:

• repair the defective Hardware at no additional charge;
• replace the Hardware with the same model or with Hardware of substantially similar functionality at no additional charge; or
• if repair or replacement is commercially unreasonable, terminate the applicable Order Form(s) with respect to the affected Hardware and issue a refund for such Hardware.

To the maximum extent permitted under applicable law, the foregoing remedies constitute the Customer’s sole and exclusive remedies, and Cautio’s sole and exclusive obligations, for any breach of the Hardware Warranty. Any determination regarding the applicability of the Hardware Warranty shall be made by Cautio in accordance with this Policy.

2.1.5 Payment Condition

This Hardware Warranty shall apply only if the Customer is current and compliant with all payment obligations owed to Cautio under the applicable Terms.

2.1.6 Warranty Exclusions

This Hardware Warranty does not apply to, and Cautio shall have no liability for, defects, damage, or malfunctions resulting from or relating to any of the following:

• non-Cautio–branded products or services, even if sold or provided together with Cautio products;
• consumable components (including batteries), cosmetic damage, normal wear and tear, or aging;
• defects that are not reproducible or cannot be verified by Cautio;
• accidental, incidental, indirect, or consequential damage, including loss, theft, abuse, misuse, misapplication, or unauthorized disassembly of the Hardware;
• defaced Hardware, including where serial numbers or identification markings have been removed or altered;
• installation, maintenance, operation, or use of the Hardware in a manner inconsistent with the Terms, documentation, or written instructions provided by Cautio;
• improper voltage supply, electrical surges, or use of third-party components, accessories, cables, materials, products, or software not expressly approved or supplied by Cautio;
• servicing, repair, or attempted repair of the Hardware by any party other than Cautio or its authorized representatives;
• negligence, misuse, neglect, intentional acts or omissions by the Customer or its representatives, or breach of the applicable Terms or this Hardware Warranty Policy;
• modification, alteration, repair, or testing of the Hardware without Cautio’s prior written consent;
• tampering with, or physical damage to, the Hardware arising from events outside Cautio’s control, including vehicle accidents, fire, liquid exposure, natural disasters, or other external causes; or
• use of non-approved equipment, devices, software, or other third-party products in combination with the Hardware or other Cautio products.

Section 2.2: Hardware Damage Policy (Outside Warranty / Material Damage)

This Section 2.2 governs the repair and replacement terms applicable to Hardware that becomes damaged, defective, or otherwise unusable during the applicable license or subscription period, where such damage or failure is not covered under the Hardware Warranty set forth in Section 2.1.

In the event of material damage to the Hardware, Cautio may, subject to technical feasibility and availability of components, repair the affected Hardware by replacing each damaged or non-functional component with a functioning component of the same or substantially similar specification.

All repairs or replacements carried out under this Section 2.2 shall be:

• chargeable to the Customer at the applicable rates communicated to the customer.
• performed without extension or renewal of the original Hardware Warranty

Annexure-2 Cautio Field Engineer’s Stationing matrix

Section 2.3: Customer Process

2.3.1 Device Offline

Subject to the agreed deployment terms, Cautio devices may be configured to operate either:
(a) continuously (24 hours), or
(b) only when the vehicle ignition is switched on.

Cautio devices are programmed to broadcast device status at 1 min intervals while powered on. If the device is offline, status is visible as offline on the Customer’s portal, and automated notifications shall be sent to the Customer’s registered email addresses as per requirement.

Where the vehicle has been operational and has travelled more than 5 kilometres during the preceding twenty-four (24) hour period and Cautio device’s activity is not visible, the Customer shall promptly notify Cautio by raising a ticket at customerservice@cautio.in, confirming the same.

2.3.2 Remote Diagnostics and Field Servicing

Upon receipt of an offline alert or support request, Cautio’s central support team shall first attempt to diagnose and resolve the issue remotely. If the device is non-responsive and remote diagnostics are unsuccessful, Cautio shall notify the Customer accordingly. The Customer shall ensure availability of the vehicle and device and coordinate with Cautio for rectification.

The target turnaround time (“TAT”) for restoring the device to an online state shall be:

• two (2) working days within the base city; and
• four (4) working days for locations outside the base city (upcountry),

subject to timely cooperation and vehicle availability from the Customer.

During the applicable TAT, the Customer shall ensure that the vehicle is available and shall provide reasonable access windows for servicing. Where a field engineer reaches the scheduled location at the agreed time and the visit requires rescheduling due to Customer-related reasons:

• the first rescheduling shall be free of charge; and
• any subsequent rescheduling shall be treated as a Customer-initiated repair, and applicable travel and manpower charges shall be levied.

Any incidental costs or charges arising in accordance with Section 2.2 (Hardware Damage Policy) shall be invoiced in the subsequent billing cycle. Where a device remains offline due to delays attributable to the Customer, including non-availability of the vehicle, the Customer shall not be entitled to any service credit for such period.Where the delay in restoration beyond the applicable TAT is attributable solely to Cautio’s service team, the Customer may claim service credits in accordance with the table below:

Any claim for service credits under this Section must be raised prior to the next billing cycle, failing which the claim shall be deemed waived.

2.3.3 Data Exhaustion

Cautio’s connected devices operate using cellular data SIM cards. Where the SIM card is provided by Cautio, data usage limits shall apply as specified in the applicable documentation or Order Form. Upon exhaustion of the allocated data limit, the device shall be unable to connect to Cautio’s Hosted Software.

Cautio shall provide data usage alerts to the Customer:

• prior to data exhaustion; and
• upon exhaustion of the allocated data limit.

Following data exhaustion, the device shall continue to operate in offline mode, with alerts and video recordings stored locally on the device’s internal or removable storage (e.g., SD card), subject to storage capacity.

During this offline data-exhausted period:

• device status broadcasts shall cease; and
• automated offline alerts under Section 2.3.1 shall not be generated.

The Customer shall remain responsible for raising any device offline issues during such period. Data connectivity shall resume automatically at the commencement of the next billing cycle (typically the first day of the following calendar month), unless the Customer opts to increase the data limit.

The Customer may increase the data limit for a specific vehicle at the following incremental monthly charges (exclusive of applicable taxes):

Once the data plan for a specific vehicle is upgraded, the revised plan and corresponding charges shall continue to apply for the remainder of the subscription term unless otherwise agreed in writing.

Section 3: Normal Use Conditions

1. Vehicle & Hardware Conditions

Cautio services are deemed to be under normal working conditions when:

• The vehicle electrical system supplies stable voltage (12V–36V DC) without abnormal fluctuations.
• Cautio devices are installed by Cautio-authorised personnel or as per Cautio’s approved installation guidelines.
• Devices are not tampered with, repositioned, disconnected, damaged, or altered post-installation.
• The camera lens is unobstructed, clean, and not intentionally covered or misaligned.
• The vehicle is operated within manufacturer-recommended usage patterns (no extreme vibration, water submersion, or physical abuse).

2. Normal working conditions assume:

• Availability of commercially reasonable cellular network coverage (2G/4G/LTE) from the telecom provider in the operating geography.
• No prolonged operation in network-blackout zones, underground facilities, tunnels, basements, or restricted signal areas.
• SIM/data plans are active, paid, and not exhausted beyond contracted limits.
• No intentional blocking of antennas, SIM removal, or RF interference.

3. Software, Platform & Usage Conditions

Cautio services operate under normal conditions when:

• The customer uses supported versions of Cautio applications, APIs, and dashboards.
• Platform access is through approved devices, browsers, and operating systems.
• Usage remains within contracted limits (number of vehicles, users, video views, API calls, storage duration).
• Video access, downloads, and live streaming are not misused or run continuously beyond intended operational workflows.
• No unauthorised integrations, scraping, reverse engineering, or automation is applied.

4. Environmental Conditions

Normal working conditions exclude:

• Extreme weather events (floods, cyclones, earthquakes, lightning strikes).
• Fire, water ingress, dust storms, or chemical exposure.
• Acts of God, civil unrest, riots, strikes, war, or government-imposed restrictions.

5. Customer Responsibilities

Normal working conditions require the customer to:

• Ensure vehicles are powered on regularly and not parked idle for extended periods without power.
• Maintain timely payment of subscription, SIM, and service fees.
• Nominate a single point of contact (SPOC) for incident coordination.
• Allow reasonable remote diagnostics and field access when required.

6. Exclusions from Normal Working Conditions

The following are explicitly excluded from normal working conditions and SLA applicability:

• Hardware damage due to accidents, vandalism, theft, or negligence.
  Power disconnections by drivers, fleet staff, or third-party installers.
• Data loss caused by SIM suspension, data exhaustion, or network outages.
• Delays caused by third-party dependencies (OEMs, telecom operators, cloud providers).
• Customer-initiated configuration changes without Cautio approval.