Service Level Agreements

"Downtime" means any period over five (5) minutes where the Flint service returns 5xx responses. Downtime does not include any period where the unavailability of the Flint Service is due to customer-specific configuration logic.

"Mean Time to Recover (MTTR)" means the average time required to restore availability to the Flint Service after an incident.

"Recovery Time Objective (RTO)" means the maximum acceptable duration of time that the Flint Service can be unavailable or unable to perform its intended function after an incident, before causing unacceptable impact to the Customer.

"Sev1 (Outage)" means incidents where immediate action is required to mitigate the impact of a complete outage of a critical service.

"Sev2 (Degraded Service)" means incidents where immediate action is required to mitigate the impact of a partial degradation of a critical service. This does not include any period where the degraded service is due to customer-specific configuration logic.

"Scheduled Maintenance" means Downtime caused by planned maintenance to maintain, backup, or upgrade the Flint Service that is (i) performed outside of business hours (Monday-Friday from 9:00 am to 5:00 pm Pacific Time), or (ii) if communicated in writing to Customer (email sufficing) at least fourteen (14) days prior to any Downtime exceeding one (1) day or at least seven (7) days prior to any Downtime of less than one (1) day.

This section covers the general availability and performance of the Flint service.

Flint Page Load Time - SLA Metric: ≤3 seconds (p95) - Timeframe: Measured monthly - Notes: Continuously monitored; reported as monthly p95

Flint Page Uptime - SLA Metric: 99.9% - Timeframe: During subscription term

Severity Levels, Examples, and Resolution Times

Sev 1 - Complete service outage affecting all customers - Examples: Flint service returning 5xx errors for >5 minutes; pages inaccessible - Initial Response: <1 hour - Resolution: <12 hours

Sev 2 - Major functionality impaired or significantly degraded performance - Examples: Significant increase in page load times; intermittent accessibility issues - Initial Response: <4 hours - Resolution: <24 hours

4.1 Support Hours

Flint shall make support available to Customer during the hours of 9:00 AM to 5:00 PM Pacific Time, Monday through Friday, excluding U.S. federal holidays ("Business Hours").

4.2 Emergency Support

For Severity 1 and Severity 2 incidents, Flint provides 24/7 monitoring and response capabilities.

In the event of a Service Level Default, Flint shall owe Customer a Service Level Credit. These credits shall be paid as a reduction in the fees owed to Flint, on a monthly basis, as applicable, as determined by Customer.

Flint shall issue the credit to the applicable amount within ninety (90) days of the end of the relevant month in which the Service Level Default occurred.

In no event will the Service Level Credits exceed 10% of the monthly fees owed to Flint.

Service Level Credits shall not be construed as a penalty or as liquidated damages and will not be deemed to constitute Customer's sole exclusive remedy for any of the damages caused by the Service Level Default.