Parties:

• FoodCapex: A digital platform owned by Food Health Systems Advisory, where equipment or facility owners can list their equipment for rent or contract manufacturing services, and users can find and access these services.
• Equipment / Facility Owner: Registered owners providing equipment or contract services via the FoodCapex platform.

1. Purpose

This SLA defines the service standards, responsibilities, and expectations between FoodCapex and registered equipment/facility owners to ensure reliable and efficient delivery of equipment rental or contract manufacturing services through the platform. The goal is to ensure safe, reliable, and high-quality service delivery to food business users.

Periodic Reviews: This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This SLA may be updated by the Platform with prior written notice, subject to mutual agreement.

Service Agreement: The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

2. Scope of Services
The Equipment / Facility Owner agrees to:

• List equipment or facilities accurately on the platform, including specifications, availability, and pricing.
• Maintain equipment or facilities in safe and operational condition.
• Respond to user requests and bookings promptly through the platform.
• Adhere to all relevant safety, operational, and regulatory standards.
• Ensure equipment/facilities are operational and meet the specifications listed on the platform.
• Deliver equipment or services on time according to user bookings.

FoodCapex agrees to:

• Provide a functioning platform for equipment/facility listing, booking, and communication.
• Facilitate payments for services rendered via the platform.
• Offer technical support, dispute resolution, and guidance on platform usage.

3. Service Availability & Access
3.1. Availability

• FoodCapex platform will be available 95% of the time per calendar month, excluding scheduled maintenance.
• Scheduled maintenance will be communicated at least 24 hours in advance.
• Equipment/facility owners are expected to maintain operational availability during booked service periods unless prior notice is provided through the platform.
• Any planned downtime must be communicated at least 24 hours in advance via the Platform.

3.2. Access Control

• Equipment/facility owners must honor confirmed bookings made through the Platform.
• Users must be granted access upon presentation of Booking confirmation or QR code or booking ID.
• Unauthorized denial of access is a breach of this SLA.

4. Quality & Safety Standards
4.1. Hygiene & Compliance

The Equipment / Facility Owner agrees to:

• Maintain food safety and hygiene standards in line with local regulations.
• Keep valid certifications (e.g., health permits, food safety approvals).
• Ensure equipment is clean, functional, and safe before each session.

4.2. Equipment Condition

• Equipment must be fully operational at booking start time.
• Faulty or unsafe equipment must be removed immediately.
• Emergency issues must be reported to the Platform within 2 hours.
• Repeated failure to meet performance standards may result in warnings, temporary suspension, or removal from the platform.

5. Incident & Issue Management
5.1. Incident Reporting

• Users may report issues via the Platform.
• Service Provider must respond within 1 hour for critical issues (safety, access denial) and 24 hours for non-critical issues.

5.2. Resolution Time

Safety/ Access Issues	Immediately
Sanitation/ Cleanliness Issues	12 Hours
Equipment Malfunction	24 Hours
Booking disputes	48 Hours

6. Pricing, Payments & Revenue Sharing

• Prices listed on the Platform must be accurate and up to date.
• Service Provider agrees not to charge users outside the Platform.
• Payments will be settled according to agreed revenue share terms.
• Platform will remit earnings within three (3) business days after service completion.

7. Cancellation & No-Show Policy
7.1. Provider Cancellations

Provider initiated cancellations less than 24 hours before booking may result in:

• Financial penalties.
• Reduced platform visibility.
• Temporary suspension.

7.2. User No-Shows

• Platform will enforce no-show penalties based on the agreed policy.
• Provider will be compensated accordingly.

8. Reporting & Monitoring

• All bookings and services are tracked through the FoodCapex platform.
• Owners must update service completion status accurately in the platform.
• FoodCapex may monitor performance metrics including response times, service completion, and user feedback.
• Service Provider performance will be evaluated using Booking fulfillment rate, User ratings & feedback, Incident frequency, Response and resolution time and Compliance adherence.
• Failure to meet performance thresholds may result in corrective actions.

9. Data Protection & Confidentiality

• Service Provider must protect all user data accessed through the Platform.
• No user data may be shared or reused outside Platform operations.
• Both parties agree to maintain confidentiality of business information.

10. Termination Clause

Either party may terminate this agreement if:

• Material breach occurs and is not resolved within 14 days.
• Repeated safety or service violations occur.
• Regulatory non-compliance is identified.
• Termination does not absolve outstanding financial obligations.

11. Liability & Indemnity

• FoodCapex is not liable for accidents, damages, or operational risks associated with equipment or facility use.
• Equipment/facility owners are fully responsible for safety, compliance, and operational conduct during service delivery.

12. Acceptance & Signatures

By signing below, both parties agree to the terms of this SLA.