SLA - Realty

• 2D Design & Drafting Engine: Zlendo Realty includes a two-dimensional design and drafting engine that enables Users to create and modify building layouts using digital drafting tools. Through this engine, Users may draw walls and partitions, place doors and windows, define room boundaries, and adjust dimensions and overall layout structures. The 2D layout created by the User functions as the foundational design reference within the platform and acts as the source of truth for subsequent three-dimensional model generation, cost estimation calculations, and walkthrough creation.
• 3D Visualization & Walkthroughs: Upon completion of a 2D layout, Zlendo Realty allows Users to convert the design into an interactive three-dimensional environment. The platform supports real-time 3D model generation and enables customization of interior and exterior walls, placement of furniture and fixtures, and selection of materials and finishes. Users may navigate the 3D environment through interactive walkthrough functionality, including room-to-room navigation, to gain a spatial understanding of scale, proportions, and design flow.
• AI Inspiration Module: Zlendo Realty includes an AI-powered Inspiration module designed to assist Users in exploring aesthetic design possibilities. This module may suggest interior and exterior design themes, recommend colour palettes, materials, and finishes, propose furniture arrangements and styling concepts, and provide visual inspiration aligned with the project layout. The AI Inspiration module may utilise Zlendo-owned artificial intelligence systems and/or third-party AI services to generate such recommendations. All outputs produced through this module are creative, system-generated, advisory, and probabilistic in nature, and do not constitute architectural, structural, interior design, or professional certification. Final design decisions, validations, and implementations remain entirely under the control and responsibility of the User.
• High-Fidelity Rendering & Video Generation: For Pro and Enterprise subscription plans, Zlendo Realty supports the generation of high-fidelity rendered images and realistic walkthrough videos, including up to 4K resolution outputs, using industry-standard rendering tools such as Blender and Unreal Engine. These tools are utilised to achieve physically based lighting, realistic materials and textures, accurate shadows and reflections, and cinematic camera movements. Users may configure camera positions, define camera paths, set viewing angles, and control video duration and framing. Rendering times may vary based on scene complexity, lighting conditions, asset density, and video duration, and typical completion may occur within a few minutes subject to rendering service availability as communicated by the Zlendo team, system performance and queue conditions.

Note: Rendered images and walkthrough videos generated through Zlendo Realty are stored within the platform for a limited retention period of sixty (60) days from the date of generation. During this period, Users may view and export such rendered outputs in accordance with their subscription entitlements. Upon expiry of the retention period, rendered videos and related media are automatically deleted from the platform, unless otherwise agreed under an applicable enterprise contract.

• Zlendo shall use commercially reasonable efforts to maintain a Monthly Uptime Percentage of 90% for the Zlendo Realty platform, subject to the exclusions specified herein, which shall apply for the purposes of calculating uptime.
• For the purposes of this clause, uptime calculation shall exclude any unavailability of the Zlendo Realty platform caused by (i) any issue that does not constitute a server side failure or platform reachability error within Zlendo\'s reasonable control that materially impacts access to the Zlendo Realty platform, (ii) Scheduled Maintenance communicated at least forty eight hours in advance, (iii) factors beyond Zlendo\'s reasonable control including internet backbone failures, (iv) Customer systems or devices, third party services or integrations, (v) force majeure events, (vi) malicious attacks not attributable to Zlendo, (vii) Customer misuse of the platform, integrations with unsupported third party applications, or operation in unsupported environments.
• Subject to the exclusions set out above, if the Monthly Uptime Percentage falls below the committed threshold, the Customer may claim service credits in accordance with the schedule below.

• To be eligible for service credits, the Customer must notify Zlendo in writing within ten calendar days after the end of the month in which the entitlement arose together with reasonable details including the timeframe and observed impact. Service credits shall apply only to the subscription fees for the impacted month and shall exclude taxes, pass through charges, usage based fees, and professional services. Service credits shall not be redeemable for cash and shall constitute the Customer\'s sole and exclusive remedy for Zlendo\'s failure to meet the uptime commitment.
• For the purposes of this SLA, 'Downtime' shall be counted only if the unavailability of the Zlendo Realty service is continuous for a period of Sixty (60) minutes or more; any interruption or unavailability lasting less than Sixty (60) continuous minutes shall not be treated as Downtime for the purposes of calculating Uptime or Service Credits.

Without prejudice to the generality of the foregoing, the Parties acknowledge the following product specific service parameters:

• 2D to 3D Conversion and Customised Models. Zlendo shall provide service availability for initiating and processing 2D to 3D conversions and customised models; however, the accuracy, scale, dimensional correctness, and suitability of outputs are dependent on Customer supplied inputs and parameters. Zlendo does not warrant architectural precision, construction feasibility, or absolute accuracy of such outputs.
• Virtual Walkthroughs and Rendering. Zlendo shall support the availability of virtual walkthrough and rendering features, subject to reasonable processing times. Rendering quality, completion time, and performance may vary based on file size, complexity, hardware, GPU capacity, and network conditions, and are not guaranteed under this SLA.
• Room Styling and Layout Configuration. Outputs generated through room styling, configuration, and layout tools are indicative and visual in nature only. Zlendo does not guarantee acceptance of such outputs by customers, buyers, designers, or other third parties.
• Vaastu Features. Any Vaastu related indicators, suggestions, orientations, or insights generated by the Zlendo Realty platform are algorithmic, indicative, and informational only. Zlendo does not warrant that such Vaastu outputs will be accurate, complete, compliant, or accepted by any individual, professional, or authority, nor that they will meet personal, cultural, or religious expectations.
• Zlendo does not provide and expressly disclaims any obligation to provide architectural, engineering, construction, interior design, regulatory, structural, feasibility, or other professional advisory services, except that Zlendo Realty may provide Vaastu related consultancy features as part of the platform, which are delivered on a best effort basis, are dependent on Customer inputs and configurations, and do not constitute a guarantee of accuracy, completeness, professional certification, or acceptance by any authority or third party. Issues arising from Customer configurations, data inputs, floor plan quality, measurements, scale accuracy, customised models, rendering parameters, file formats, third party content, hardware limitations, GPU constraints, or external systems are outside the scope of this SLA.

• For support tickets submitted through Zlendo\'s designated support channels containing sufficient information to enable diagnosis and response, Zlendo shall target the following response and resolution timelines during business hours.

• Both Parties agree that Service Requests (custom configurations, projects, or non-standard integrations) are excluded.
• In the event that Zlendo fails to meet the Support Service Levels commitments for Severity P-0 or P-1 tickets on three (3) or more occasions within a calendar month, the Customer may issue notice to Zlendo. Upon such notice, and subject to a cure period of fifteen (15) days, the Customer\'s sole and exclusive remedies shall be as follows: (a) right to terminate SOF and (b) right to pro rata refund of unused services from the effective date of termination.

For validated bug reports, Zlendo shall target resolution timelines as follows.

Note: Timelines are contingent upon complete information being provided by the Customer. SLA timelines shall be paused while such inputs remain pending and will resume once received. Any resulting delay will proportionately extend the response and resolution timelines. Bugs reported outside business hours will be handled according to business day calculations calculated from next business day.