SERVICE LEVEL AGREEMENT

Attachment 1 to the Master Service Agreement

Between

FAMILY LABS PTY LTD (ACN 688 034 988)

and

MARSHALL TRADING

MSA Reference: UGPENT0001 Effective Date: {{effective_date}}

CONFIDENTIAL

1. RELATIONSHIP TO MASTER SERVICE AGREEMENT

This Service Level Agreement (“SLA”) is Attachment 1 to the Master Service Agreement (“MSA”) between Family Labs Pty Ltd and the Client identified on the cover page. This SLA forms an integral part of the MSA and is subject to all terms and conditions therein. Capitalised terms used but not defined in this SLA have the meanings given to them in the MSA.

In the event of any conflict between this SLA and the body of the MSA, the MSA shall prevail.

2. PLATFORM AVAILABILITY

2.1 Availability Goal

Family Labs targets a Monthly Uptime Percentage of 99.5% for the Platform, measured at the application layer (Enterprise Dashboard and Tokenisation Engine APIs). This is an indicative goal, not a binding commitment. Family Labs shall use commercially reasonable efforts to maintain Platform availability but does not guarantee uninterrupted access.

2.2 Downtime

“Downtime” means any period during which the Platform is unavailable or materially degraded, excluding periods caused by: (a) scheduled or emergency maintenance; (b) Force Majeure Events (as defined in the MSA); (c) actions or omissions of the Client or its Authorised Users; or (d) failure or unavailability of third-party services, networks, or infrastructure outside Family Labs’ reasonable control.

3. MAINTENANCE

Family Labs may perform scheduled or emergency maintenance as needed to ensure the security, stability, and performance of the Platform. Family Labs will endeavour to provide reasonable advance notice of planned maintenance where practicable.

4. SUPPORT

4.1 Support Tier — PAYG Standard

The Client is on the PAYG Standard support tier. Support is provided on a best-efforts basis and is not subject to mandatory response times or resolution commitments.

4.2 Support Contacts

4.3 No Service Credits

The PAYG Standard tier does not include service credits, uptime guarantees, or mandatory incident response commitments. Family Labs will use commercially reasonable efforts to address issues reported by the Client but is not obligated to meet specific response or resolution timeframes.