Service Level Agreement Addendum

Availability

Monthly platform availability target is 99.5 percent excluding planned maintenance, force majeure, and upstream carrier or cloud outages.

Provisioning and Change Targets

• Provisioning target three business days.
• Change request target three business days.
• Priority 1 incident first response one business day.

Credits

If monthly availability falls below 99.5 percent, Customer may request a service credit equal to 5 percent of the monthly platform fee for each full 1 percent below target, capped at 25 percent. Credits are Customer’s exclusive remedy for availability issues.

Notification

Planned maintenance windows will be posted at least 48 hours in advance.

Exclusions

Issues caused by Customer systems, third-party endpoints, misconfiguration, or acts outside Neuralicity’s reasonable control are excluded.