Supervizor Service Level Agreement (SLA)

Capitalized terms not defined here have the meanings given in the Master Subscription Agreement between Supervizor and Customer (the “MSA”). This SLA is incorporated by reference into the MSA and governs availability of the production Supervizor service under normal operating conditions. If Supervizor does not meet the applicable Monthly Uptime Percentage in a calendar month (as defined below), and Customer complies with the claim procedure, Customer will be eligible for the Service Credit described herein. The Service Credit is Customer’s sole and exclusive remedy for failure to meet this SLA.

Availability Commitment (per calendar month, excluding Scheduled Maintenance)

Note: An optional enhanced data‑sovereignty mode with segregated encryption keys (S3NS) is available in France only. Location-Specific SLA applies.

Definitions:

“Monthly Uptime Percentage” means total minutes in a calendar month minus minutes of Downtime in that month, divided by total minutes in that month, expressed as a percentage, excluding Scheduled Maintenance.

“Downtime” means a full minute during which the Service is unavailable to process requests at the service perimeter for in‑scope functionality.

“Scheduled Maintenance” means planned maintenance windows communicated by Supervizor in advance; Scheduled Maintenance is excluded from Downtime and Monthly Uptime Percentage calculations.

Service Credits:

If the applicable Monthly Uptime Percentage is not met in a calendar month, Customer will receive a Service Credit equal to twenty‑five percent (25%) of the subscription fees for the affected Service for that month. Service Credits are applied to future invoices, are not refundable, and for a given month will not exceed 25% of the fees for the affected Service. To receive a Service Credit, Customer must submit a support ticket within thirty (30) days after the end of the month in which eligibility arose; failure to do so waives the credit.

Scope and Exclusions:

This SLA applies only to the production Supervizor platform under normal operating conditions and does not apply to: (a) factors outside Supervizor’s reasonable control (including force majeure); (b) the public internet, Customer’s networks, devices, or third‑party services not controlled by Supervizor; (c) Customer‑managed configurations or misuse; or (d) non‑production or pre‑release/beta features.

Data Storage:

Supervizor stores up to three (3) years of data, capped at three (3) times the contracted annual volume defined in the Order Form. Customer is responsible for remaining within this level and for archiving older data by extracting results from the Service. Data export and retention upon termination are governed by the parties’ Data Processing Agreement (the “DPA”).

This SLA does not expand or modify any limitations of liability, disclaimers, or other terms set forth in the MSA or DPA. In the event of conflict, the MSA controls, followed by the DPA with respect to data processing and retention.