B2B Service Level Agreement (SLA)

SANMIRAA

Technologies Pvt. Ltd.

B2B SERVICE AGREEMENT

& SERVICE LEVEL AGREEMENT (SLA)

СОГЛАШЕНИЕ ОБ УРОВНЕ СЕРВИСА (БИЗНЕС)

Last updated / Последнее обновление: June 2026

sanmiraa.com | sanmiraa2026@gmail.com

ENGLISH VERSION

This B2B Service Agreement and Service Level Agreement (“Agreement”) is entered into by and between Sanmiraa Technologies Pvt. Ltd. (“Sanmiraa”, “Provider”) and the corporate entity or individual accessing Sanmiraa’s B2B services (“Client”, “Customer”).

This Agreement governs the provision of Sanmiraa’s business-to-business services, including white-label solutions, API access, enterprise marketplace integrations, developer ecosystem services, and AI/VR technology licensing to real estate developers, architectural firms, interior design studios, and other commercial partners.

By signing an Order Form referencing this Agreement, executing a Statement of Work, or accessing B2B services through the Sanmiraa Platform at sanmiraa.com, the Client agrees to be bound by the terms of this Agreement.

1. Definitions

Agreement

This B2B Service Agreement and SLA, together with any Order Form, Statement of Work (SOW), or addendum executed by both parties.

Services

The B2B services provided by Sanmiraa as specified in the applicable Order Form or SOW, which may include white-label Platform access, API integration, AI design tools, VR visualisation technology, marketplace integration, and related support services.

Order Form

A written document executed by both parties that specifies the Services, fees, term, and any Client-specific configurations or customisations.

Statement of Work (SOW)

A document describing specific deliverables, milestones, timelines, and acceptance criteria for project-based engagements.

Client Data

All data, content, and information submitted by the Client or its end users through the Services.

End Users

The Client’s customers, employees, or other authorised users who access the Services through the Client’s deployment.

Platform

The Sanmiraa digital ecosystem, including the website at sanmiraa.com, APIs, AI systems, VR tools, and all associated infrastructure.

Uptime

The percentage of scheduled time during which the relevant Service is available and functioning in accordance with its specifications.

Incident

Any unplanned interruption, degradation, or reduction in the quality of a Service that affects the Client’s use of that Service.

Service Credits

Compensation in the form of credits against future invoices issued when Sanmiraa fails to meet a committed Service Level.

Confidential Information

Any non-public information disclosed by one party to the other in connection with this Agreement, whether oral or written, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information.

2. Scope of Services

2.1 Available B2B Service Tiers

Sanmiraa offers the following B2B service categories, available individually or in combination as specified in an Order Form:

Deployment of the Sanmiraa Platform under the Client’s own branding, domain, and user interface customisations, enabling the Client to offer AI-powered interior design tools to its own customers.White-Label Platform Access:

RESTful API access to Sanmiraa’s AI design generation engine, recommendation systems, and marketplace catalogue, for integration into the Client’s own digital products or services.API Integration Services:

Licensing of Sanmiraa’s AI interior design models for use within the Client’s own infrastructure, subject to usage limits and territorial restrictions specified in the Order Form.AI Technology Licensing:

Access to Sanmiraa’s 3D scene generation and VR walkthrough technology for integration into real estate sales portals, developer websites, or design studio tools.VR/3D Visualisation Integration:

Integration of the Sanmiraa product marketplace catalogue into the Client’s platform, enabling direct product discovery and purchase by end users.Enterprise Marketplace Integration:

Assignment of a dedicated pool of vetted Sanmiraa-registered designers and visualizers to service the Client’s end-user base on priority terms.Dedicated Design Services:

2.2 Order of Precedence

In the event of any conflict between this Agreement and an Order Form or SOW, the Order Form or SOW shall prevail for the specific matter addressed therein. In all other matters, this Agreement shall govern.

3. Service Level Agreement (SLA)

3.1 Platform Availability Commitments

Sanmiraa commits to the following Platform availability targets for B2B clients, measured on a calendar month basis:

Service Component

Uptime Target

Measurement Period

Exclusions

Core API (Design Generation)

99.9%

Calendar month

Scheduled maintenance windows

AI Engine (Image Processing)

99.5%

Calendar month

Scheduled maintenance; force majeure

Marketplace Catalogue API

99.9%

Calendar month

Scheduled maintenance windows

VR/3D Rendering Engine

99.5%

Calendar month

Scheduled maintenance; high-load periods

White-Label Platform Instance

99.9%

Calendar month

Scheduled maintenance windows

Admin Dashboard & Reporting

99.0%

Calendar month

Scheduled maintenance windows

Uptime is calculated as: (Total Minutes in Month – Downtime Minutes) / Total Minutes in Month × 100%.

Downtime is defined as a period during which the relevant Service is completely unavailable or produces error rates exceeding 25% of requests over a 5-minute rolling window. Partial degradation that does not meet this threshold is tracked as an Incident but does not count as Downtime for SLA calculation purposes.

3.2 Scheduled Maintenance

Sanmiraa reserves the right to perform scheduled maintenance on its Platform and Services. Scheduled maintenance:

Will be announced to the Client with a minimum of 72 hours’ prior written notice by email to the designated technical contact.

Will be scheduled, where possible, during low-traffic periods (defined as 00:00–06:00 UTC on weekdays, or any time on weekends).

Will not count as Downtime for SLA calculation purposes.

Will be limited to a maximum aggregate of 8 hours per calendar month.

3.3 Incident Response Times

Sanmiraa classifies Incidents by severity and commits to the following response and resolution targets:

Severity Level

Response Time

Resolution Target

P1 – Critical: Complete service unavailability affecting all End Users

15 minutes (24/7)

4 hours

P2 – High: Major feature unavailable or >50% of End Users affected

1 hour (business hours)

8 hours

P3 – Medium: Degraded performance; workaround available

4 hours (business hours)

3 business days

P4 – Low: Minor issue; no material impact on service

1 business day

10 business days

Business hours are defined as 09:00–18:00 Moscow Time (MSK) on weekdays. P1 incidents are supported 24 hours a day, 7 days a week, 365 days a year. Clients must report P1 incidents by email to sanmiraa2026@gmail.com with “P1 INCIDENT” in the subject line to activate the 24/7 response SLA.

3.4 Service Credits

If Sanmiraa fails to meet the committed Uptime targets in any calendar month, the Client is eligible for Service Credits as follows:

Monthly Uptime Achieved

Service Credit

Maximum Credit

99.9% – 100.0% (committed target met)

No credit due

—

99.0% – 99.89%

5% of monthly fee for affected service

10% of monthly total

98.0% – 98.99%

10% of monthly fee for affected service

20% of monthly total

95.0% – 97.99%

20% of monthly fee for affected service

30% of monthly total

Below 95.0%

30% of monthly fee for affected service

50% of monthly total

Service Credits are applied as a credit against the next invoice. They do not entitle the Client to a cash refund. The maximum aggregate Service Credit in any calendar month shall not exceed 50% of the monthly fees paid by the Client for the affected Service. Service Credits are the Client’s sole and exclusive remedy for Sanmiraa’s failure to meet the SLA.

3.5 SLA Exclusions

The SLA commitments in this Section do not apply to downtime or degradation caused by:

The Client’s own infrastructure, network, or systems.

Third-party services outside Sanmiraa’s control (e.g. cloud providers, DNS providers, internet backbone).

Client misuse, misconfiguration, or failure to implement recommended technical requirements.

Force majeure events as defined in Section 15.

Actions taken by the Client or its End Users that violate this Agreement or Sanmiraa’s Acceptable Use Policy.

4. Implementation and Onboarding

4.1 Onboarding Process

Following execution of an Order Form, Sanmiraa will assign a dedicated Account Manager and a Technical Integration Lead to the Client. The standard onboarding process includes:

Kick-off call within 3 business days of Order Form execution.

Technical integration documentation and API credentials provided within 5 business days.

Sandbox environment access for testing and development within 7 business days.

Production environment activation upon completion of Client acceptance testing and Sanmiraa sign-off.

4.2 Client Responsibilities During Onboarding

The Client agrees to:

Provide a designated technical point of contact and a project manager for the integration.

Complete the technical integration within the timeframe agreed in the SOW.

Conduct thorough testing in the sandbox environment before requesting production access.

Ensure its development team reviews and complies with Sanmiraa’s API documentation and integration guidelines.

4.3 Custom Development

Any custom development or platform customisation beyond Sanmiraa’s standard offering will be described in a separate SOW, subject to additional fees and timelines agreed in writing by both parties.

5. Fees, Invoicing, and Payment

5.1 Fees

The fees payable by the Client for the Services are specified in the applicable Order Form. Fees may include:

Monthly or annual platform access fees (recurring).

API call volume fees (usage-based, billed in arrears).

One-time setup, integration, or customisation fees.

Revenue share or commission on transactions processed through the Client’s deployment, as specified in the Order Form.

5.2 Invoicing

Unless otherwise specified in the Order Form, Sanmiraa will issue invoices monthly on the first business day of each calendar month for fees accrued in the prior month. Usage-based fees are calculated from Sanmiraa’s system logs, which are the authoritative record for billing purposes.

5.3 Payment Terms

Invoices are due and payable within 30 calendar days of the invoice date. Late payments accrue interest at the rate of 1.5% per month (or the maximum rate permitted by applicable law, whichever is lower) on the outstanding balance from the due date until the date of payment. Sanmiraa reserves the right to suspend Services if payment is not received within 15 days of a written overdue notice.

5.4 Price Adjustments

Sanmiraa may adjust fees with a minimum of 60 days’ written notice to the Client. If the Client does not accept a fee adjustment, it may terminate the Agreement on 30 days’ written notice without incurring early termination fees, provided the termination notice is given within 30 days of the fee adjustment notice.

5.5 Taxes

All fees are exclusive of applicable taxes, VAT, GST, or other levies. Each party is responsible for its own taxes on income. Where Sanmiraa is required by law to collect and remit taxes on the Client’s behalf, such taxes will be added to the invoice. The Client is responsible for providing valid tax exemption certificates where applicable.

6. Data Protection and Security

6.1 Data Processing

Where Sanmiraa processes personal data of the Client’s End Users in connection with the Services, Sanmiraa acts as a Data Processor and the Client acts as a Data Controller (as defined under GDPR and equivalent legislation). The parties will execute a Data Processing Agreement (DPA) prior to any processing of End User personal data. The DPA will govern the processing of personal data and is incorporated by reference into this Agreement.

6.2 Data Localisation

Client Data will be processed and stored in accordance with the data residency requirements specified in the Order Form. Where no specific requirement is stated, data may be processed in any region where Sanmiraa’s cloud infrastructure providers maintain data centres.

6.3 Security Standards

Sanmiraa maintains the following security measures for B2B deployments:

Encryption of data in transit (TLS 1.2 or higher) and at rest (AES-256).

Role-based access controls and least-privilege principles for all system access.

Regular penetration testing and vulnerability assessments (minimum annually).

SOC 2 Type II compliance programme (report available to Clients under NDA upon request).

Incident response plan with notification procedures as set out in Section 6.4.

6.4 Security Incident Notification

In the event of a confirmed security breach affecting Client Data, Sanmiraa will:

Notify the Client within 72 hours of confirming the breach by email to the designated security contact.

Provide an initial incident report within 5 business days, including the nature of the breach, categories of data affected, and immediate remediation steps taken.

Cooperate fully with the Client’s investigation and any required notifications to regulatory authorities or affected End Users.

7. Intellectual Property

7.1 Sanmiraa IP

All intellectual property rights in the Sanmiraa Platform, AI systems, VR technology, APIs, documentation, and all associated proprietary technology remain the exclusive property of Sanmiraa Technologies Pvt. Ltd. This Agreement grants the Client a limited, non-exclusive, non-transferable, revocable licence to access and use the Services solely for its own internal business purposes and for the benefit of its End Users, in accordance with this Agreement and the applicable Order Form.

7.2 Client IP

All intellectual property rights in the Client’s own branding, data, content, and pre-existing technology remain the exclusive property of the Client. The Client grants Sanmiraa a limited, non-exclusive licence to use the Client’s branding and content solely to the extent necessary to deliver the Services.

7.3 AI-Generated Outputs

AI-generated designs and outputs produced through the Client’s white-label deployment or API integration are owned by the Client’s End Users, subject to Sanmiraa’s AI Usage Policy. Sanmiraa retains the right to use anonymised and aggregated AI output data for model training and Platform improvement.

7.4 Feedback

If the Client provides feedback, suggestions, or recommendations regarding the Services (“Feedback”), Sanmiraa may use such Feedback without restriction or compensation. The Client hereby assigns to Sanmiraa all intellectual property rights in any Feedback.

8. Confidentiality

Each party (“Receiving Party”) agrees to:

Keep confidential all Confidential Information of the other party (“Disclosing Party”) using at least the same degree of care it uses to protect its own confidential information (but no less than reasonable care).

Use Confidential Information only for the purposes of this Agreement.

Not disclose Confidential Information to any third party without the prior written consent of the Disclosing Party, except to employees, contractors, or advisors who have a need to know and are bound by equivalent confidentiality obligations.

These obligations do not apply to information that: (a) is or becomes publicly known through no fault of the Receiving Party; (b) was rightfully known to the Receiving Party before disclosure; (c) is rightfully obtained from a third party without restriction; or (d) is required to be disclosed by applicable law or regulatory authority, provided the Receiving Party gives the Disclosing Party prompt written notice and cooperates in seeking a protective order.

Confidentiality obligations survive termination of this Agreement for a period of 3 years.

9. Representations and Warranties

9.1 Sanmiraa Warranties

Sanmiraa represents and warrants that:

The Services will perform materially in accordance with the documentation provided to the Client.

Sanmiraa has the legal authority to grant the licences set out in this Agreement.

Sanmiraa’s AI systems and platform technology do not, to Sanmiraa’s knowledge, infringe any third-party intellectual property rights.

Sanmiraa will comply with all applicable data protection laws in performing the Services.

9.2 Client Warranties

The Client represents and warrants that:

It has the legal authority to enter into this Agreement.

Its use of the Services and the use of the Services by its End Users will comply with all applicable laws and Sanmiraa’s Acceptable Use Policy.

Client Data does not infringe any third-party intellectual property rights and does not contain unlawful content.

It will obtain all necessary consents from End Users for the processing of their personal data in connection with the Services.

9.3 Disclaimer

EXCEPT AS EXPRESSLY SET OUT IN SECTION 9.1, SANMIRAA PROVIDES THE SERVICES “AS IS” AND DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. SANMIRAA DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE FROM SECURITY VULNERABILITIES.

10. Limitation of Liability

To the maximum extent permitted by applicable law:

Neither party shall be liable to the other for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of revenue, loss of data, or loss of business, even if the party has been advised of the possibility of such damages.

Sanmiraa’s total aggregate liability to the Client under or in connection with this Agreement shall not exceed the total fees paid by the Client to Sanmiraa in the 12 months immediately preceding the claim giving rise to liability.

The limitation in the preceding bullet does not apply to: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded by applicable law; or (d) the Client’s indemnification obligations under Section 11.

11. Indemnification

11.1 Sanmiraa Indemnification

Sanmiraa will defend, indemnify, and hold harmless the Client against any third-party claim that the Sanmiraa Platform, as provided by Sanmiraa and used in accordance with this Agreement, infringes any intellectual property right of a third party. This indemnification obligation is subject to the Client: (a) promptly notifying Sanmiraa of the claim; (b) granting Sanmiraa control of the defence and settlement; and (c) cooperating reasonably with Sanmiraa in the defence.

11.2 Client Indemnification

The Client will defend, indemnify, and hold harmless Sanmiraa against any third-party claim arising from: (a) the Client’s or its End Users’ use of the Services in violation of this Agreement or applicable law; (b) Client Data infringing third-party intellectual property rights; or (c) the Client’s breach of its data protection obligations.

12. Term and Termination

12.1 Initial Term

This Agreement commences on the Effective Date specified in the Order Form and continues for the Initial Term specified therein (typically 12 months). Unless a party gives written notice of non-renewal at least 60 days before the end of the Initial Term, the Agreement automatically renews for successive 12-month periods.

12.2 Termination for Cause

Either party may terminate this Agreement with 30 days’ written notice if the other party materially breaches this Agreement and fails to cure such breach within the notice period.

Sanmiraa may terminate this Agreement immediately on written notice if the Client fails to pay undisputed fees within 30 days of a written overdue notice, or if the Client violates Sanmiraa’s Acceptable Use Policy in a manner that poses a material risk to the Platform or other users.

12.3 Termination for Convenience

After the Initial Term, either party may terminate this Agreement for convenience with 60 days’ written notice. During the Initial Term, the Client may not terminate for convenience without paying an early termination fee equal to 50% of the remaining fees due under the Order Form.

12.4 Effect of Termination

All licences granted to the Client terminate immediately.

The Client must cease all use of the Services and delete or return Sanmiraa’s Confidential Information.

Sanmiraa will provide the Client with an export of Client Data in a standard format within 30 days of termination, after which Sanmiraa will delete Client Data from its systems (subject to legal retention requirements).

Any fees accrued but unpaid as of the termination date remain due and payable.

Sections 1, 7, 8, 10, 11, 13, and 15 survive termination.

13. Dispute Resolution

The parties agree to attempt to resolve any dispute arising under this Agreement through good-faith negotiation between senior representatives of both parties within 30 days of written notice of a dispute. If the dispute is not resolved within 30 days, it shall be referred to mediation by a mutually agreed mediator. If mediation fails within 60 days, the dispute shall be resolved by binding arbitration in accordance with applicable international commercial arbitration rules. The language of arbitration shall be English. The governing law of this Agreement is set out in Section 15.

14. Support and Account Management

14.1 Dedicated Support

B2B clients receive the following dedicated support structure:

Named Account Manager: a dedicated point of contact for commercial and operational matters, available during business hours.

Technical Integration Lead: available for technical queries and integration support during the initial onboarding period and on a scheduled basis thereafter.

Priority Support Queue: all Client-submitted support requests are escalated to a dedicated B2B support queue with response times as specified in Section 3.3.

Quarterly Business Reviews: Sanmiraa will conduct a quarterly review with the Client covering Platform performance, SLA metrics, upcoming feature releases, and strategic roadmap updates.

14.2 Reporting and Monitoring

Sanmiraa provides the following reporting to B2B clients:

Real-time service status dashboard accessible via the Client’s admin panel.

Monthly SLA performance report delivered within 5 business days of month end.

API usage and billing summary accessible at any time through the admin dashboard.

Security incident summary report provided within 10 business days of month end.

15. General Provisions

15.1 Governing Law

For Clients incorporated or primarily operating in the Russian Federation, this Agreement is governed by the laws of the Russian Federation. For Clients incorporated or primarily operating in India, this Agreement is governed by the laws of the Republic of India. For all other Clients, this Agreement is governed by applicable international commercial law, with disputes subject to arbitration as set out in Section 13.

15.2 Force Majeure

Neither party shall be liable for any delay or failure in performance resulting from causes beyond its reasonable control, including but not limited to: acts of God, war, terrorism, civil unrest, pandemic, governmental action, cyberattacks originating from state-level threat actors, or failure of third-party infrastructure providers (collectively, “Force Majeure Events”). The party affected by a Force Majeure Event must notify the other party within 5 business days and resume performance as soon as reasonably practicable.

15.3 Entire Agreement

This Agreement, together with all Order Forms, SOWs, and any DPA executed by the parties, constitutes the entire agreement between the parties with respect to its subject matter and supersedes all prior agreements, representations, and understandings.

15.4 Amendments

Sanmiraa may update this Agreement with 60 days’ written notice to the Client. The Client’s continued use of the Services after the effective date of any update constitutes acceptance. For material changes, the Client may elect to terminate without penalty within 30 days of the notice.

15.5 Assignment

The Client may not assign this Agreement or any of its rights or obligations without Sanmiraa’s prior written consent. Sanmiraa may assign this Agreement to an affiliate or in connection with a merger, acquisition, or sale of all or substantially all of its assets, provided Sanmiraa notifies the Client within 30 days.

15.6 Severability

If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16. Contact and Notice

All notices, correspondence, and legal communications under this Agreement must be sent to:

Email: sanmiraa2026@gmail.com

Website: sanmiraa.com

Legal entity: Sanmiraa Technologies Pvt. Ltd.