Quantum Fox Ventures Service Level Agreement (SLA)

SERVICE LEVEL AGREEMENT (SLA)

APPENDIX TO MASTER SERVICE AGREEMENT

1. PURPOSE

This Service Level Agreement ("SLA") defines the operational standards and performance expectations for the Services provided by Quantum Fox Ventures Inc. (d/b/a KIO Sense / KIO Vending) to the Client under the Master Service Agreement (MSA).

2. REPLENISHMENT AND MERCHANDISING

2.1 Dynamic Scheduling. Unlike traditional vending routes, KIO utilizes real-time telemetry and sales data to determine service frequency. Equipment will be restocked as needed to prevent out-of-stock scenarios for high-demand items.

2.2 Product Freshness. KIO guarantees that all fresh food items (sandwiches, salads, yogurts) will be rotated strictly according to their "Best Before" dates. Any expired or near-expiry product will be removed by KIO personnel during every service visit.

2.3 Menu Curation. KIO reserves the right to adjust the product mix based on sales performance and seasonal availability. Client requests for specific products will be accommodated whenever commercially viable.

3. TECHNICAL SUPPORT AND MAINTENANCE

3.1 Proactive Monitoring. KIO monitors Equipment health remotely 24/7. In many cases, technical issues (e.g., temperature fluctuations, connectivity loss) will be identified and a ticket created before the Client reports them.

3.2 Response Times.

· Priority 1 - Critical (Health & Safety): Issues involving refrigeration failure (temperature > 4°C) or total machine failure.

o Target Response: Within 4 to 8 business hours.

· Priority 2 - Standard (Functional): Issues such as a jammed bill acceptor, screen malfunction, or single-item dispensing error.

o Target Response: Within 24 to 48 hours. 3.3 Preventative Maintenance. KIO will perform routine preventative maintenance (compressor cleaning, software updates) at no cost to the Client.

4. CLEANING AND HYGIENE

4.1 Routine Cleaning. During every restocking visit, KIO personnel will:

· Sanitize all high-touch surfaces (screens, handles, keypads).

· Clean glass surfaces and product trays.

· Ensure the surrounding area is free of debris generated by the restocking process.

4.2 Deep Cleaning. A deep cleaning of internal components will be scheduled quarterly or as required by usage levels.

5. CUSTOMER SUPPORT & REFUNDS

5.1 Direct User Support. The Client is not responsible for handling user complaints or refunds. KIO provides a direct support channel (QR code on machine, email, or app) for end-users.

5.2 Refund Policy.

· Mobile/Card Payments: Refunds are processed electronically back to the user’s card within 3-5 business days upon verification of the error.

· Digital Credits: In some cases, KIO may issue immediate digital credit for future purchases to resolve minor issues instantly.

6. CLIENT OBLIGATIONS (SERVICE DEPENDENCIES)

To enable KIO to meet these Service Levels, the Client must:

· Ensure the Equipment remains plugged into a dedicated power source.

· Not unplug or move the Equipment without KIO’s supervision.

· Report any observed physical damage or hazards immediately to [support email, e.g., gethelp@kiovendig.ca].