Disclaimer. This Sample Service Level Agreement (“SLA”) is provided as a baseline reference only. Actual SLA commitments may vary depending on the scope of Customer’s subscription, deployment complexity, integrations, and Order Form terms. Any specific SLA obligations will be as expressly agreed by the parties in the applicable Order Form. This baseline SLA does not create independent commitments or remedies unless incorporated into an executed Order Form.

A. Availability

Provider targets 99% monthly uptime for the Agent Services, measured per calendar month, excluding Excluded Downtime.

B. Performance (Service Objective)

Provider’s service objective is to maintain an average response time of under 2 seconds for standard queries under normal operating conditions. This is a target only and does not create any entitlement to Service Credits. Actual response times may vary depending on third-party services (including LLM providers), customer integrations, and other factors outside Provider’s control.

C. Support

• Sev 1 (critical outage): response within 2 business hours.
• Sev 2 (degraded performance): response within 1 business day.
• Sev 3 (minor issues/questions): response within 2 business days.

D. Remedies

If Availability falls below 99% in a given month, Customer may receive a Service Credit equal to 5% of monthly subscription fees for each 1% below target, capped at 20% of the monthly fee. Service Credits are Customer’s sole and exclusive remedy for SLA breaches.

E. Excluded Downtime

SLA commitments do not apply to downtime caused by:

1. Scheduled Maintenance announced at least 24 hours in advance;
2. Customer’s misuse or use beyond Usage Limits;
3. Third-party dependencies and external APIs (including LLM service providers such as OpenAI);
4. Beta Services or custom workflows; or
5. Events beyond Provider’s reasonable control (force majeure).