Ratify™

Ratify™ Service Level Agreement

Last Updated: April 2026

1. Introduction

1.1 Purpose This Service Level Agreement (“SLA”) establishes the service levels, performance standards, and remedies applicable to Ratify™’s platform and services (the “Platform”). This SLA forms part of and is incorporated into the Terms of Service.

1.2 Scope This SLA applies to the availability and performance of the Ratify™ Platform, including the web application, API services, and document processing capabilities. This SLA does not apply to services provided by Partner Law Firms, which are subject to separate arrangements.

1.3 Definitions

“Downtime” means any period during which the Platform is unavailable or materially impaired for a substantial majority of users, measured solely from the time a user successfully logs a support ticket with Ratify™’s help desk and receives an automated ticket confirmation.

“Monthly Uptime Percentage” The total minutes in a calendar month minus confirmed Downtime minutes, divided by the total minutes in that month, expressed as a percentage.

“Scheduled Maintenance” Planned maintenance windows communicated to users at least 48 hours in advance via email or Platform notification.

“Service Credit” A credit applied to future fees as the sole remedy for failure to meet committed service levels, subject to the terms of Section 4.

Capitalised terms not defined in this SLA have the meanings given in the Ratify™ Terms of Service.

1.4 Nature of Services RATIFY TECHNOLOGIES FZCO provides a technology platform only and does not perform legal verification or provide legal advice. Verification services are provided exclusively by independent Partner Law Firms. The Platform is a transient conduit; RATIFY TECHNOLOGIES FZCO does not provide long-term data custody or hosting services, and all original documents are systematically purged from the Platform’s active environment following the completion of the verification cycle.

2. Service Availability

2.1 Uptime Commitment RATIFY TECHNOLOGIES FZCO commits to the following Monthly Uptime Percentage for the Platform:

Web Application: 99.5%
API Services: 99.5%
Document Processing: 99.0%

2.2 Measurement Uptime is measured using RATIFY TECHNOLOGIES FZCO’s internal monitoring systems, which shall be the sole and conclusive basis for determining compliance with this SLA. Downtime caused by user equipment, internet connectivity, browser issues, misconfiguration, unauthorized modifications, or other user-controlled factors shall not count toward Downtime calculations

3. Support Services

3.1 Support Channels & Hours

Channels: Email (support@ratify.ae), In-Platform Chat, and Help Center.
Hours: UAE business hours (Sunday to Thursday, 9:00 AM to 6:00 PM GST).

3.2 Issue Severity and Response Times Response times are based on issue severity as determined by RATIFY TECHNOLOGIES FZCO in its sole discretion. RATIFY TECHNOLOGIES FZCO will use reasonable efforts to respond within the timeframes communicated on the Platform.

4. Service Credits

4.1 Eligibility & Non-Cumulative Rule

Users must have an active, paid subscription and an account in good standing.
Requests must be submitted within thirty (30) days of the Downtime.
No Stacking: In no event shall Service Credits be cumulative. If a single event triggers a failure of multiple service components, the user shall be entitled to only a single Service Credit based on the highest applicable tier for that event.
Service Credits shall be issued as a credit toward future fees only and shall not be payable in cash.
Claims must include detailed evidence of Downtime (e.g., timestamps, screenshots) and will be validated solely by RATIFY TECHNOLOGIES FZCO.
In no event shall Service Credits for any single month exceed 100% of the fees paid for that month.

4.2 Service Credit Schedule The applicable Service Credit schedule is as published on the Platform from time to time and incorporated herein by reference.

4.3 Sole and Exclusive Remedy SERVICE CREDITS ARE YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE BY RATIFY TECHNOLOGIES FZCO TO MEET THE SERVICE LEVELS SET FORTH IN THIS SLA. RATIFY TECHNOLOGIES FZCO’S TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING OUT OF SERVICE UNAVAILABILITY SHALL NOT EXCEED THE TOTAL FEES PAID BY THE USER IN THE THREE (3) MONTHS PRECEDING THE CLAIM. Service Credits issued under this SLA constitute the sole and exclusive financial remedy for any service unavailability or performance failure. To the maximum extent permitted by applicable law, users may not recover or seek compensation for the same service failure under this SLA and under any other agreement, policy, or arrangement with RATIFY TECHNOLOGIES FZCO, including claims for damages, offsets, or credits.

5. Exclusions

5.1 Excused Downtime The following are excluded from Downtime calculations:

Scheduled Maintenance.
Emergency Maintenance to address critical vulnerabilities.
Force Majeure: Natural disasters, war, government actions, power outages, or distributed denial-of-service (DDoS) attacks and cyber-attacks that could not have been prevented by industry-standard safeguards.
Issues caused by third-party infrastructure providers, including but not limited to Supabase, AWS, or Azure.
Latency or unavailability caused by third-party AI/LLM API providers used in the PII-stripping or anonymized extraction process.
Third-Party Failures: Failures of Partner Law Firms, payment processors, or cloud infrastructure providers.
User actions: Misuse, overload, violation of Terms of Service, or excessive API calls.
Beta or preview features: Any services marked as beta, experimental, or limited availability.
Compliance actions: Suspensions or restrictions imposed for legal, AML/CTF, sanctions, or fraud prevention reasons.

5.2 Cloud Infrastructure Outages Downtime resulting from any regional or global outage, disruption, or degradation of underlying cloud infrastructure or hosting providers (including but not limited to AWS, Azure, or Google Cloud) shall be deemed Excused Downtime and shall not entitle the user to any Service Credits or other remedy.

6. Document Processing Service Levels

6.1 Platform Processing Turnaround Targets These are non-binding target times for Platform-side technical processing and transmission only. Such processing is transient, involves no retention of documents or substantive content analysis, and is provided for user convenience only. Failure to meet these targets does not constitute Downtime or entitle users to any remedy.

RATIFY TECHNOLOGIES FZCO provides no warranty, express or implied, regarding the time required to complete any specific processing or transmission task. Processing times may vary based on document complexity, system load, security checks, and third-party service responsiveness. Failure to meet target turnaround times does not constitute a breach of this SLA and gives rise to no remedy.

6.2 Legal Verification Turnaround Legal Verification is subject to separate service levels established by the Partner Law Firm. RATIFY TECHNOLOGIES FZCO does not guarantee turnaround times for these independent services.

7. Data Security and Backup

7.1 Data Security & Encryption RATIFY TECHNOLOGIES FZCO employs industry-standard AES-256 encryption for data at rest and TLS 1.2+ for data in transit. In accordance with the ‘Balanced Fortress’ infrastructure model, primary application metadata is secured on infrastructure located in the United States, while Customer Documents may be routed to sovereign UAE-based storage buckets where contractually required.

7.2 Backup & Recovery RATIFY TECHNOLOGIES FZCO maintains encrypted system-level backups for exactly thirty (30) days solely for disaster recovery and business continuity.

7.3 Data Minimization (The Purge) Notwithstanding Section 7.2, RATIFY TECHNOLOGIES FZCO adheres to a strict data minimization protocol. All original Customer Documents are automatically and permanently purged from the active Platform environment within twenty-four (24) hours of verification completion. Backups do not allow for the restoration of individual Customer Documents once this 24-hour window has expired.

8. Changes to This SLA

8.1 Amendments RATIFY TECHNOLOGIES FZCO may amend this SLA at any time by posting the revised version on the Platform. For material changes that adversely affect your rights, we will provide thirty (30) days’ notice via email or Platform notification. Your continued use after the effective date constitutes acceptance.

8.2 Discontinuation of SLA Program RATIFY TECHNOLOGIES FZCO reserves the right to discontinue the offering of Service Credits, or to modify or retire any specific service level tier, in its sole discretion upon thirty (30) days’ written notice. In the event of such discontinuation or retirement:

Users shall only be entitled to Service Credits that accrued prior to the effective date of discontinuation.
The discontinuation of the SLA program shall not give rise to any right to a refund of fees, a penalty payment, or any further liability on the part of RATIFY TECHNOLOGIES FZCO.
The user’s sole remedy if they disagree with the discontinuation is to terminate their use of the Platform prior to the effective date of the change.

9. Governing Law and Dispute Resolution

9.1 Governing Law This SLA shall be governed by and construed in accordance with the laws of the United Arab Emirates and the Emirate of Dubai.

9.2 Arbitration Any dispute, difference, controversy, or claim arising out of or relating to this SLA, including the existence, validity, interpretation, performance, breach, or termination thereof, shall be finally resolved by arbitration under the Arbitration Rules of the Dubai International Arbitration Centre (DIAC). The seat of arbitration shall be Dubai, and the language of the arbitration shall be English.

9.3 Class Action Waiver To the maximum extent permitted by applicable law, you agree that any and all disputes must be resolved on an individual basis. You explicitly waive any right to participate in a class-action lawsuit, class-wide arbitration, or any other representative proceeding against RATIFY TECHNOLOGIES FZCO.

9.4 Injunctive Relief Notwithstanding the agreement to arbitrate, RATIFY TECHNOLOGIES FZCO reserves the right to seek injunctive or other equitable relief in any competent court to protect its intellectual property rights, confidential information, or Platform integrity.

9.5 Limitation Period Any claim arising under this SLA must be submitted within one (1) year of the event giving rise to it. Claims not submitted within this period are permanently waived to the maximum extent permitted by applicable law.