END USER LICENSE AGREEMENT (EULA) for internally hosted software

This End User License Agreement (“Agreement”) is entered into between Service Level Management Limited (SLM), a company incorporated in England with company number 2909019 and registered office at Broom House, 39/43 London Road, Hadleigh, Benfleet, Essex, England, SS7 2QL (“Licensor”, “we”, or “us”), and the legal entity identified in the Order Form (“Licensee”, “you”, or “your”).

This Agreement governs your use of the Publisure software under a monthly enterprise subscription. By signing an Order Form or otherwise using the Software, you agree to be bound by this Agreement.

1. License Grant

Subject to your compliance with this Agreement, we grant you a non-perpetual, non-exclusive, non-transferable, non-sublicensable, revocable license to access and use the Software solely for your internal business purposes or personal use, in accordance with the product license and description you have purchased.

2. Subscription Terms

• Billing: The software is licensed on a monthly subscription basis. You agree to pay the subscription fee in advance on a recurring monthly basis.
• Automatic Renewal: Your subscription will automatically renew each month
• Cancellation: You may cancel your subscription at any time by providing written notice to us. Cancellation will take effect 90 days after the end of your current billing cycle. No refunds are issued for partial months.

3. Restrictions

You shall not:

• Make Copies of the Software other than for backup purposes;
• Modify, Reverse-engineer, decompile, or attempt to extract source code;
• Lease, rent, sell, distribute, sublicense, or otherwise make the Software available to third parties;
• Use the Software for any unlawful purpose or in violation of applicable UK laws;
• Interfere with or disrupt the integrity or performance of the Service.

4. Ownership and Intellectual Property

The Software and all associated intellectual property rights are and shall remain the exclusive property of the Licensor or its licensors. No rights are granted to you other than those expressly set out in this Agreement.

5. User Data & Data Protection

We take data protection and confidentiality seriously. Our services are designed with industry-leading security standards to ensure that your data remains safe, secure, and compliant with UK data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2025.

5.1 Data Encryption

All data is encrypted both in transit and at rest using strong encryption protocols (TLS 1.2+ for data in transit and AES-256 for data at rest), ensuring your information remains inaccessible to unauthorised parties.

5.2 Access Controls

Access to systems and data is strictly limited using:

• Role-based access controls (RBAC)
• Optional Multi-factor authentication (MFA)
• Strict internal permissions management

5.3 Data Residency & Storage

All customer data is securely stored in the customers own datacentre.

5.4 Confidentiality Obligations

All employees and contractors are bound by confidentiality agreements and undergo regular data protection and security training to reinforce their responsibilities.

5.5 Customer Data Rights

You retain full ownership of your data.

5.6 Regular Security Audits

We conduct penetration tests and third-party security audits to ensure our systems remain secure and resilient against evolving threats.

5.8 Limited License to use host and process your data

You grant us a limited license to use and process your data solely for the purpose of providing the Service.

Please see our Privacy Policy for more details – https://publisure.com/privacy/

6. Warranty

6.1 Warranty Scope
We warrant that, for a period of 90 days from the Subscription Start Date or the delivery of access credentials (whichever is earlier) (“Warranty Period”), the Software will:

• Perform substantially in accordance with its published documentation;
• Be provided with reasonable care and skill in a professional and workmanlike manner.

This warranty only applies to the unmodified version of the Software, as delivered by us and used in accordance with the documentation and this Agreement.

6.2 Warranty Exclusions

This warranty does not cover:

• Issues caused by misuse, unauthorised modification, or third-party software/hardware;
• Failure to maintain internet connectivity or cloud resources required to run the Software;
• Beta features, free trials, or evaluation versions;
• Failure resulting from use not in accordance with the documentation.

6.3 Remedies

If the Software does not comply with this warranty, and you notify us in writing during the Warranty Period, we will, at our option and expense:

• Use reasonable efforts to correct the non-conformity, or
• Provide a replacement, or
• If we cannot remedy the issue within a reasonable time, allow you to terminate the subscription and receive a pro-rata refund of fees paid for the remaining unused portion of the current subscription month.

6.4 Disclaimer of Warranty

Except as expressly provided in this section (Warranties) to the maximum extent permitted by applicable law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.

This Section 6 states your exclusive remedies and our entire liability for breach of the Software warranty.

7. Standard Support

We will provide customer support as outlined in our Standard Support Policy detailed below:

Support includes:

• Access to a support portal or ticketing system;
• Response time targets based on issue severity;
• Business hours coverage [Monday to Friday, 9:00–17:00 UK time], unless otherwise agreed in writing.

7.1 Service Provided

Between the hours of 0900 and 17.00 Monday to Friday (excluding Statutory and Bank Holidays) Support and Maintenance service will be provided as follows:

• Telephone Support is provided through the SLM helpdesk and is done on the basis that all the relevant customer personnel have attended an appropriate Publisure training course(s).
• All calls will be responded to in accordance with the level of severity detailed below and agreed with the customer
• SLM requires an agreed methodology to be implemented between SLM and the customer for remote access

7.2 Level of severity

Description

Severity 4 – Where issues are caused by non SLM software or environments, some advice will be given and support offered, but with no guarantee of resolution.

Severity 3 – Where a bug is raised as part of the support process, SLM will liaise with the SLM development team and provide a synopsis of the problem within 2 working days and a proposed timescale for its resolution, within a reasonable time frame.

Severity 2 – is usually if a server, network, application, database goes down which is causing a business impact to users and the business.

Severity 1 – is usually when the problem is detrimental to the business and is impacting the business directly as a result of SLM software.

7.3 Severity Response Times & Fix Times

SLM response will be related to the severity impact of the fault on the clients output. Resolution aim is, either fixing the problem, developing a work around or confirming planned resolution date and resources if beyond target time frames. If resolution for severity 1 & 2 issues is beyond planned timeframe additional SLM resources will be committed the planned resolution in the shortest time possible. Acknowledge time