Annex A — Service Description & SLA Vepino

Creation, scheduling and sending of email to the Customer’s own recipient lists, with delivery tracking, unsubscribe handling and bounce handling.

Management of events including registration pages, participant registers, custom fields and communication with registrants. Payment functionality is available for paid events.

Mobile application (iOS and Android) for on-site check-in of participants, with offline mode support. Printing of participant badges via connected equipment included in the Customer’s chosen package.

SMS to participants and recipients defined by the Customer — e.g. reminders or urgent information during events.

The Supplier guarantees uptime of at least 99.5% per calendar month, measured over 24 hours per day, excluding announced maintenance windows.

Planned maintenance windows are not included in the uptime measurement.

• Standard window: Tuesdays 22:00–02:00 CET.
• Other times may be used with at least 72 hours’ notice to the Customer.

Uptime is measured per calendar month. The Service is deemed available when:

The Customer’s authorised users can log in to the web interface and perform:

• Create and edit events
• Manage participant registers
• Send email campaigns

Participants can via Vepino’s public interface:

• Register for events
• Accept or decline invitations
• Unregister

The Customer’s authorised users can log in to the mobile application and perform check-in of participants with existing participant data.

Limitations in individual sub-functions (e.g. temporarily out of service: file upload, template editor or a specific integration) are counted as partially reduced functionality and not as unavailability, provided the core functions can still be performed. Temporary, brief outages of less than one (1) minute are not counted as unavailability.

SMS is not covered by the uptime commitment, as SMS delivery depends on the availability of the public mobile network at the respective mobile operator.

The uptime commitment does not cover outages caused by:

• The Customer’s own equipment or internet connection
• Outages at the Customer’s chosen integrations or third-party services not controlled by the Supplier

Outages due to force majeure are governed by §13 of the General Terms. Suspension due to AUP violations is governed by §7 of the General Terms.

In case of shortfall against the uptime commitment, the limitation of liability in §12 of the General Terms — SaaS Services applies. No separate service credits apply.

• Email: support@vepino.com

Support is available during Swedish business days, excluding public holidays. Cases are answered as soon as possible.

Support covers help with use of the Service and incident reports. Support does not cover:

• Development of customer-specific functions
• Consultation regarding the Customer’s own processes or marketing
• Support for third-party integrations the Customer has set up themselves
• Training of the Customer’s users in the Service

Such work can be ordered separately at the prevailing hourly rate.

Equipment is rented per event. The cost is included in the Customer’s chosen plan or charged separately by quote or price list. The rental package includes all equipment and accessories needed for printing of participant badges during the event.

• The equipment is delivered to the Customer’s specified address no later than five (5) business days before the event’s start date.
• The Customer is responsible for return no later than five (5) business days after the event’s end date, in the supplied packaging.
• Return shipping is included in the rental price. For late return, a new full rental period is charged per started week of the delay.
• If late return or damage prevents delivery to the subsequent Customer, the Supplier is entitled, in addition to what is stated above and in 4.4, to charge the Customer for documented additional costs — for example urgent procurement or rental of replacement equipment.

The equipment may only be used for its intended purpose (printing of participant badges within the current event) and may not be modified, reconfigured or connected to any network other than the one specified by the Supplier.

In case of loss, theft or damage affecting function, a flat fee of SEK 8,000 per rental package is charged. The amount is based on the replacement cost of all components of the rental package including shipping, configuration and administrative overhead.

• Loss or theft is charged at the full flat fee.
• Damage affecting function is charged at actual repair cost, however no more than the flat fee.
• Normal wear through intended use is not charged.

• Modern browser (Chrome, Safari, Firefox or Edge in any of the current major versions).
• The mobile application for check-in requires a supported version of iOS or Android — the current minimum requirement is stated in the respective app store.
• Internet connection for access to the web service.

Vepino can integrate with third-party services (e.g. for payment). Available integrations are stated in the Service’s documentation. Availability and function of third-party services lie outside the Supplier’s uptime commitment.

Accounts are activated manually after registration or approved purchase, normally during Swedish business days. Activation time may vary (e.g. during holiday periods). Activation requires that payment has been completed (for prepayment) or that billing information has been verified (for invoice).

Standard use of the Service does not require any consulting services. Documentation and help resources are provided online. If needed, the Customer can order onboarding support separately at the prevailing price list or by special quote.