Appendix I: Service Level and Support Services – HSMaaS / TSBaaS / RESTaaS

Edition: June 2026

1. Service Level

1.1. Service Availability, Uptime, Downtime and Exclusion from Downtime

During the term of the Agreement Securosys will provide the Covered Service available 24 hours a day, 7 days a week to the Subscriber with Monthly Uptime Percentage as follows:

Covered Service	Monthly Uptime Percentage
HSMaaS	99.9%
TSBaaS/RESTaaS	99.9%

The Monthly Uptime Percentage target applies only to services with geo-redundant setup.

Covered Service means the provisioning of the Basic Functionality of using key objects and cryptographic algorithms and functions, in particular signing requests are answered. The Basic Functionality explicitly excludes the generation or imports of objects (e.g., keys). Monthly Uptime Percentage is defined as the availability of the Basic Functionality during a calendar month, i.e., Uptime = 1 – (sum of monthly Downtime in minutes) / (minutes per calendar month).

Downtime is defined as an interruption of one (1) minute during which the Basic Functionality of the Service is impaired.

Downtime does not include: (i) any Scheduled Downtime, (ii) Suspension or termination of Subscription in accordance with the T&C, (iii) Critical, emergency or security patches (iv) factors outside Securosys’ control, including any Force Majeure event, Internet connectivity problems beyond Securosys’ ISP environment, or the Subscriber’s or any third party’s network, software, equipment or other technology or service.

Scheduled Downtime means Downtime resulting from Securosys maintenance on the Covered Service. Scheduled Downtime is announced at least 8 weeks in advance. Scheduled Downtime shall not exceed 8 hours and is limited to one intervention per 6 months. No seasonal restrictions apply. Securosys shall take commercial reasonable effort to plan Scheduled Downtime during low load times.

1.2. Maintenance Windows, Service Updates and Announcement

Maintenance Windows are time slots during which Securosys performs system maintenance. Maintenance activities are usually scheduled to affect only one data center or HSM at a time, so that subscribers can switch to the redundant site or HSM and Basic Functionality is maintained.

Regular system maintenance that is not expected to have a negative impact on the use of the service (e.g., weekly perimeter infrastructure/server updates) will not be announced.

Maintenance windows for service updates (e.g., HSM firmware or TSB updates) that provide new functionality will be announced with commercially reasonable effort at least two (2) weeks in advance for test and integration services (e.g., Sandbox (SBX)) or four (4) weeks for production services (e.g., ECO, Platinum), providing in general six (6) weeks of lead time. The service update is performed in the following order: First, the update is installed on the test and integration services. Four (4) weeks after the update of the test and integration services, the update will be applied to the productive service. During this period, the Subscriber may verify the correct operation of the test and integration services. If the Subscriber finds any negative impact on its application, they may submit a written request to Securosys. Securosys will then, if economically justifiable, postpone the update for a maximum of another four (4) weeks.

Emergency and security updates or patches can be implemented at any time without following the above-mentioned order. These updates will be announced without undue delay.

Maintenance windows will not exceed eight (8) hours per window. No seasonal restrictions for maintenance windows apply.

1.3. Backup & Recovery Objectives (RPO/RTO/DRO)

Securosys maintains documented business continuity, disaster recovery, backup, restoration, and recovery procedures for the Services. Standard Recovery Time Objectives and Recovery Point Objectives, where applicable, are defined in the applicable Service Level Agreement, or Service Order.

The backup and recovery principles are defined in the Service Description – HSMaaS / TSBaaS / RESTaaS, Appendix II.

The table below specifies the applicable recovery objectives per service environment, including Recovery Time Objective (RTO), Recovery Point Objective (RPO), Disaster Recovery Objective (DRO), and backup frequency parameters.

Service	RTO	RPO	DRO	Backup	Remark
HSMaaS
SBX	<5 min	< 10 sec	24h	-
ECO	<5 min	< 10 sec	24h	24h
Platinum / HSM Operation Service	<5 min*	< 10 sec*	24h**	24h**	Only for geo-redundant setup. * Only with DR setup

Recovery Time Objective (RTO):

• HSMaaS: RTO defines the maximum targeted time interval between the occurrence of a disruption affecting the primary HSM infrastructure and the restoration of the Covered Service through the geo-redundant secondary infrastructure (HA failover).

Recovery Point Objective (RPO):

• HSMaaS: RPO is the maximum targeted amount of data, state, or transactional information that may be lost because of a disruption.

Disaster Recovery Objective (DRO):

• HSMaaS: DRO defines the maximum targeted time required to restore the Covered Service availability from the designated disaster recovery (DR) infrastructure following a primary and secondary site failure.

Backup Frequency:

• HSMaaS: Backup Frequency defines the regular interval at which HSM partition data (cryptographic objects, keys, and configuration parameters) is securely backed up automatically. Backup restoration is only available during office hours.

1.4. Service Performance Reporting

Securosys provides two tiers of performance reporting on the Service:

(a) On-demand performance data via API – included. The Subscriber may, at any time and through the Securosys API, retrieve operational performance data of its own partition or service instance, including cryptographic operation counts (e.g. signing, encryption, decryption, key generation, attestation), partition and key-space usage (number of key objects, partition size consumed and free) and session statistics. The Subscriber may integrate this data into its own monitoring dashboards.

(b) Monthly Service Availability Report – chargeable add-on. On the Subscriber’s written request and against compensation set out in the applicable Order Form, Securosys will provide a monthly report containing the achieved Monthly Uptime Percentage against the Service Level targets in this Appendix I, a summary of Scheduled Downtime and incidents (with priority and resolution status) and aggregate operation-volume and partition-utilization indicators, delivered in electronic format.

1.5. Incident Notification

Securosys notifies the Subscriber of material ICT-related incidents affecting the confidentiality, integrity or availability of the Service in accordance with the cadence below. The notification cadence supplements, and does not replace, the support-ticket response times in §2.9.

Notification	Timing
Initial notification of a material ICT-related incident	Within twenty-four (24) hours of Securosys becoming aware of the incident
Notification of a personal-data breach, where the incident involves personal data processed by Securosys on behalf of the Subscriber	Within seventy-two (72) hours of Securosys becoming aware of the breach
Status updates	At reasonable intervals while the incident remains material and unresolved
Written post-incident report	Within thirty (30) calendar days from the resolution or stabilization of the incident

Notifications are issued through the Securosys Support Portal and the security-contact channel maintained by the Subscriber under T&C §8.12. Where the information reasonably available to Securosys at the time of an initial notification is incomplete, Securosys will provide the notification based on the information then available and supplement it as soon as practicable.

2. Support Services

As part of the Service, Securosys will provide support to the Subscriber. The Subscriber will receive access to documentation, white papers, user guides, support for billing inquiries, API provider libraries, and access to the Securosys Helpdesk.

Subscribers of Securosys CloudHSM Service obtain access to the Securosys Support Portal.

Support does not include troubleshooting in case of failure in Internet, Internet connectivity at the Subscriber, or third-party services and components.

2.1. Helpdesk Support Services

Securosys Helpdesk enables the Subscriber to properly carry out individual application steps and to fix or circumvent problems in connection with the Service. Support only includes troubleshooting of issues originating from the Service.

The Subscription includes the following support services:

• Access to the helpdesk (Securosys Support Portal) in accordance with the agreed availability
• Reception of reported malfunctions in accordance with the ticketing procedure
• Verification of completeness of incoming tickets and follow-up enquiry if incomplete
• Classification of the malfunction as a fault or an enhancement
• Provisioning of competent personnel required for the setup, solving, or bypassing known problems of the CloudHSM service
• Staggered qualified answers within the agreed response times by forwarding to the appropriate support body
• Monitoring and coordinating incoming calls, prioritization, disposition, escalation, and termination of malfunctions
• Maintaining access rights to the helpdesk and the ticketing portal
• Troubleshooting and maintenance of the CloudHSM core service

The following services are not included in the Subscription. All labor for these services is billed by time and materials. Securosys informs the Subscriber beforehand about additional cost by e-mail or ticket:

• Troubleshooting of issues which are not caused by a malfunction or failure of the CloudHSM core service (e.g., issues with the API provider setup or the Subscriber’s application)
• Education, training, engineering, or consulting
• Assisting users with operation
• On-site intervention at the Subscriber’s location

2.2. The Subscriber’s Responsibilities

In order for Securosys to provide the required high quality of service, the following activities are expected from the Subscriber:

• Provisioning of reasonably skilled personnel required for the setup, solving, or bypassing known problems of the Primus HSM API provider and supporting Securosys' interventions.
• The Subscriber will reasonably cooperate with Securosys to fix errors, bugs, malfunctions or network connectivity issues within the Subscriber’s organization and, if applicable, within the Subscriber’s Affiliates involved.
• Support tickets and calls must include a detailed description of the failure and reference the service contract.
• Support tickets and calls may only be sent to Securosys Support by previously registered Support Users. The Subscriber defines and registers at least one Registered Support User.
• The Subscriber shall address commercial requests to their designated Securosys account manager.
• Secure handling and storage of access credentials.
• Provisioning of customer-specific parameters (e.g., HSM security policy, client certificates for mTLS (TSBaaS))

2.3. The Subscriber Support User Roles

a) Billing Contact

The Billing Contact of the Subscriber is the primary contact for all invoicing and payment-related matters. This includes receipt of invoices, coordination of payments, purchase order handling, and maintenance of accurate billing information. The Subscriber must designate at least one Billing Contact and shall promptly inform Securosys of any changes.

b) Commercial Contact

The Commercial Contact of the Subscriber is the main contact for commercial matters, like changes on services / options and invoices. Typically, they are submitting the technical order form.

This role can name and approve Registered Support Users. The Subscriber must name at least one Commercial Contact and shall inform Securosys about any modifications.

c) Registered Support Users

The Subscriber’s Registered Support Users receive access to the support portal,are permitted to open support requests and download technical documentation and will receive technical support announcements. The Subscriber shall define at least one support user who subscribes to the service newsletter (e-mail notifications) to receive update or maintenance announcements.

Different roles of Registered Support Users include:

• Support User: Standard support user role, having permissions to create support requests, access knowledge base, and download documentation or software.
• Privileged Support User: In addition to Support User’s permissions, this user is the point of contact to receive service access credentials or request security policy changes.
• Administrative Support User: In addition to the permissions of the Support User, this user can request and confirm Registered Support User modifications (add, modify, delete, assign role). In case the Administrative Support User is not available, Securosys support will request confirmation from the Commercial Contact.

Registered Support Users can hold different roles. The Subscriber must name at least one Administrative Support User and Privileged Support User.

The Subscriber is responsible for registering their Registered Support Users with Securosys. Five (5) Registered Support Users are included in the service. More users might be registered for an additional fee. The Subscriber shall communicate changes to the Registered Support Users in a timely manner.

Support Users are encouraged to leverage the online self-service support site to update and check the status of their cases, so that the assigned support engineer is alerted straight away, thereby improving general response and resolution time.

2.4. Support Language

All support provided by Securosys pursuant to this Agreement will be provided in the English language.

2.5. Incident Classification

Incident Classification Incidents are classified according to the following criteria:

Priority	Clasification
Priority 1 = Critical (high)	An incident of priority “critical” is a failure that causes a business-critical software or hardware crash or prevents normal operation. Continued work is no longer possible or is seriously hindered. Only failures in a production environment are critical; they hinder operations in a way which demands immediate attention/response. Note: Critical incidents must first be registered in the ticketing system and 15 minutes later be reported by phone to become valid.
Priority 2 = Major (medium)	An incident of priority “major” is an anomaly or a failure which affects the functionality but is not business-critical, because a temporary workaround is available and/or its effects are tolerable. The effects for the Subscriber consist of a temporary solution which permits continued operation even without a permanent solution or causes only non-critical disturbance or degradation of performance to the business process.
Priority 3 = Normal (normal)	A support case of priority “normal" is an anomaly or a failure, which affects or disables a negligible feature or function. The effects for the customer are small or have no effect on the operation.
Priority 4 = Minor (low)	A support case of priority "minor" usually covers any kind of information requests.

Customer designates P1-P4 priority upon submission of Requests. Securosys will review Customer's priority designation and may change designations that Securosys believes are incorrect. Any such determination made by Securosys is final and binding on Customer.

2.6. Request Submission

Securosys accepts support requests from Registered Support Users only.

All requests must be sent to the Support Portal or by phone to the phone numbers listed under Point of Contact, section 2.11. Contacting Securosys support by phone requires a valid ticket case number which you obtain from the Support Portal.

Any P1 priority issue must be confirmed by phone after submission of ticket to become valid.

2.7. Support Availability

An incident can be reported to Securosys during the following support service times:

Service Package	Economy - ECO	Sandbox - SBX	PLATINUM / PLATINUM Enterprise
Support Service Time	24x7	8x5 (CET, 09:00-17:00)	24x7

P1 issues and system incidents affecting Service availability are handled during Support Service Times above.

For P2-P4 requests or requests requiring Security Officer intervention Support Service Time is limited to Securosys Office Hours.

2.8. Securosys Office Hours

Securosys business hours are Monday through Friday, CET 09:00hrs – 17:00hrs, except on Securosys holidays.

Securosys holidays:

• Public holidays of Zurich city, Switzerland: New Year’s Day (January 1), Berchtold’s Day (January 2), Good Friday, Easter Monday, Sechseläuten, Ascension Day, Pentecost Monday, Swiss National Day (August 1), Knabenschiessen, Christmas Day (December 25), Stephan’s Day (December 26)

2.9. Response Time

The response time starts with the notification of an incident. It is suspended outside the Support Service Time and resumes on the next working day.

A qualified answer as to the possible cause (e.g., user or software problems) and the possible solution will be provided within the agreed Response Time according to the classification of the fault.

Service Package	Economy - ECO	Sandbox - SBX	PLATINUM / PLATINUM Enterprise
Response Time: Critical (P1) Major (P2) Normal (P3) Minor (P4)	+2 hours +8 hours +12 hours +24 hours	+8 hours +12 hours +24 hours +48 hours	+2 hours +8 hours +12 hours +24 hours

2.10. Support Rates

Billable support services and support services exceeding the coverage of this Agreement will be invoiced monthly using the support Hourly Base Rate (HBR) or/and base fees as agreed in the Order Form as calculation basis and will include a detailed report of efforts and expenses.

For services at the Subscriber’s request performed outside of Securosys installations (e.g., on-site installation support, training), travel time is considered billable working hours.

2.11. Point of Contact

All requests must be classified and sent to Securosys support in one of following ways as listed on https://www.securosys.com/en/services:

• Support Portal: https://support.securosys.com

Region	Phone number
EMEA Switzerland	+41 58 255 0112
EMEA Germany	+49 83414386997
APAC	+852 58033704
AMERICAS	+1 571 619 6378

warning

Contacting Securosys support by phone requires a valid ticket case number, which you may obtain through the support portal.