Service Level Agreement

This Service Level Agreement ("SLA") defines the availability and support commitments for the Altergy platform and applies to Customers with active service agreements. It forms part of our Terms of Service.

Altergy is committed to providing a reliable and responsive platform. This SLA describes our uptime targets, support response times, and the remedies available if we fail to meet these targets.

Altergy targets the following availability levels for the customer-facing platform:

• Monthly uptime target: 99.5% (excluding scheduled maintenance and events outside Altergy's control).
• Measurement period: Calendar month, calculated as (total minutes - downtime minutes) / total minutes.
• Scheduled maintenance: Performed during off-peak hours (12:00 AM - 6:00 AM ET) with at least 48 hours advance notice via email or platform notification.
• Exclusions: Downtime caused by Customer errors, third-party service outages (e.g., email or telephony providers), internet connectivity issues, or force majeure events.

Altergy provides the following support response time commitments based on issue priority:

• Critical (platform unavailable): Initial response within 2 business hours. Remediation efforts begin immediately.
• High (major feature broken, no workaround): Initial response within 4 business hours.
• Medium (feature issue with workaround): Initial response within 1 business day.
• Low (general questions, minor issues): Initial response within 2 business days.

Business hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding Ontario statutory holidays. Support requests can be submitted through the platform's support system or via email.

If the platform's monthly availability falls below the 99.5% target due to issues within Altergy's control, the Customer may request a service credit as follows:

• 99.0% - 99.49% uptime: 10% of the monthly platform fee as a credit toward the next billing cycle.
• 95.0% - 98.99% uptime: 25% of the monthly platform fee as a credit.
• Below 95.0% uptime: 50% of the monthly platform fee as a credit.

To receive a service credit, the Customer must submit a request within thirty (30) days of the end of the affected billing month. Service credits cannot be exchanged for cash and do not constitute a refund.

For project-based Services, delivery timelines are specified in the applicable Proposal. Altergy commits to meeting agreed timelines subject to the following conditions:

• The Customer provides all required materials, access, and approvals within the timelines specified in the Proposal.
• Scope changes are handled through a documented change request process and may result in timeline adjustments.
• If Altergy fails to meet a milestone deadline due to its own delay (not caused by Customer action or inaction), Altergy will prioritize the delayed work and may offer a timeline adjustment or expedited delivery at no additional cost.

Altergy performs the following types of maintenance:

• Scheduled maintenance: Planned infrastructure updates, security patches, and feature deployments. Notified at least 48 hours in advance.
• Emergency maintenance: Urgent security patches or critical fixes. Notified as soon as practicable, with minimal disruption.
• Post-deployment monitoring: After each deployment, Altergy monitors the platform for issues and resolves them promptly.