This Service Level Agreement (“SLA”) forms part of the applicable Master Subscription Agreement or Terms of Service (“Agreement”) between Zluri and Customer. Capitalized terms not defined here have the meaning specified in the Agreement.

1. Definitions

“Downtime” means the period during which the Services are unavailable, as determined by Zluri’s monitoring systems, excluding Scheduled Downtime.

“Monthly Uptime Percentage” means: (Total minutes in applicable month – Downtime minutes) ÷ Total minutes in the applicable month.

“Scheduled Downtime” means planned maintenance notifications provided by Zluri at least 24 hours in advance during low-usage periods.

“Exclusions from Downtime” means any unavailability, suspension, or degradation of the Services that results from:(a) Scheduled Downtime; (b) Customer’s misuse of the Services or failure to use the Services in accordance with the Agreement or applicable documentation; (c) Customer’s equipment, software, network, or other third-party services not controlled by Zluri; (d) failures of the internet, telecommunications networks, or other infrastructure not under Zluri’s control; (e) force majeure events, including but not limited to acts of God, natural disasters, war, terrorism, riots, or government actions; (f) denial-of-service attacks, hacking attempts, or other malicious acts not caused by Zluri; (g) beta features, trial services, or non-production environments (if applicable).

2. Service Availability

Zluri will use commercially reasonable efforts to make the Services available 24x7x365 with a Monthly Uptime Percentage of 99.9%, excluding Scheduled Downtime. Customers may monitor service status via Zluri’s status page.

3. Service Credits

If Zluri fails to meet the 99.9% Monthly Uptime Percentage in a calendar month, Customer may request a service credit as follows:

99.9% or higher — No credit

95% – 99.89% — 2% of monthly Fees

Below 95% — 5% of monthly Fees

Service credits apply only to the affected month, must be requested in writing within 10 days after the end of the applicable calendar month, and represent the customer’s sole remedy for unavailability. Service credits are not a penalty and do not constitute a default under the Agreement.

4. Support Services

4.1 Support Hours

Support is provided on business days (Monday–Friday), excluding Support holidays. Requests received on weekends and holidays will be queued and addressed on the next business day.

4.2 Support Channels

• Email: support@zluri.com

• Zluri Support Management System: Freshdesk

5. General

This SLA is subject to the terms of the Agreement provided, however, that with respect to any unavailability, downtime, or failure to meet the Availability commitments set forth herein, the terms of this SLA shall govern and control. In the event of a conflict between this SLA and the Agreement, the terms of the Agreement relating to such matters, this SLA shall prevail solely with respect to such unavailability or downtime. Zluri may update this SLA from time to time. Any material changes will apply prospectively and will not materially reduce the overall level of service provided during a then-current subscription term.