Service Level Agreement

This Service Level Agreement ("SLA") describes Ollify LLC's ("Ollify," "we," "us," or "our") commitments regarding the availability, support response times, and maintenance of the Ollify platform and related services (the "Service"). This SLA is incorporated into and forms part of the Terms of Service and any Master Service Agreement between you ("Customer") and Ollify (collectively, the "Agreement").

1. Scope

1.1 Covered Services. This SLA applies to the generally available, production version of the Ollify platform accessible to paying subscribers. Uptime is measured at the platform level and refers to the availability of core platform functionality, including account access, job management, scheduling, document management, and form features.

1.2 Exclusions from Scope. The following are not covered by this SLA and are excluded from Downtime calculations and service credit eligibility:

• Scheduled maintenance performed in accordance with Section 8.

• Force majeure events as defined in the Agreement, including natural disasters, acts of war, pandemics, government orders, and widespread internet or infrastructure failures.

• Outages caused by Customer's or Authorized Users' acts or omissions, including account misconfiguration, exceeding usage limits, or use of the Service in violation of the Agreement or Acceptable Use Policy.

• Unavailability of third-party services outside Ollify's reasonable control, including AWS, Anthropic, Mapbox, Stripe, or DNS providers, where Ollify has taken commercially reasonable steps to mitigate.

• Beta features, trial features, preview features, or any functionality specifically designated as not subject to this SLA.

• Unavailability caused by Customer's internet service provider, local network, or infrastructure between Customer and Ollify's servers.

• Periods of unavailability not reported by Customer within the timeframes required in Section 5.

1.3 Measurement. Uptime is measured by Ollify's internal monitoring systems. Ollify's monitoring data is the authoritative source for uptime calculations. Historical and real-time uptime data is published at status.ollify.app. In the event of a discrepancy between Customer's observations and Ollify's monitoring data, Ollify will investigate in good faith and provide relevant monitoring data upon request.

2. Uptime Commitment

2.1 Monthly Uptime Percentage. "Monthly Uptime Percentage" means the total minutes in a calendar month minus Downtime Minutes, divided by total minutes in that calendar month, expressed as a percentage:

Monthly Uptime % = (Total Monthly Minutes − Downtime Minutes) ÷ Total Monthly Minutes × 100

2.2 Definition of Downtime. "Downtime" means total accumulated minutes in a calendar month during which the Service is unavailable to Customer due to issues within Ollify's reasonable control, as measured by Ollify's monitoring systems. Partial unavailability of individual non-core features does not constitute Downtime unless core functionality (account access and primary workflow features) is unavailable. Downtime does not include minutes excluded under Section 1.2.

2.3 No 100% Uptime Guarantee. Ollify does not guarantee 100% uptime or uninterrupted access to the Service. The commitments in this SLA represent commercially reasonable targets, not absolute guarantees.

3. Service Credits

3.1 Credit Schedule. If Ollify fails to meet the applicable Monthly Uptime Percentage in any calendar month, Customer is eligible to receive a service credit calculated as a percentage of Customer's monthly subscription fees for that month:

3.2 Monthly Credit Cap. Total service credits issued to Customer in any single calendar month shall not exceed fifty percent (50%) of Customer's monthly subscription fees for that month, regardless of the total Downtime or number of incidents. Credits are calculated on the monthly equivalent of subscription fees regardless of whether Customer is billed monthly or annually.

3.3 Credit Application. Approved service credits are applied against Customer's next invoice. Credits have no cash value, are not redeemable for cash or refunds, are not transferable, and expire upon termination of Customer's subscription. Credits may not be accumulated across months.

3.4 No Credits During Suspension. Service credits are not available during any period in which Customer's account is suspended for non-payment, AUP violations, or any other reason.

4. Exclusions from Downtime Calculations

The following periods are excluded from Downtime calculations and do not qualify for service credits:

5. Credit Request Process

5.1 How to Request a Credit. To request a service credit, Customer must submit a written credit request to support@ollify.app within thirty (30) days following the end of the calendar month in which the qualifying Downtime occurred. Requests submitted after this deadline will not be honored.

5.2 Required Information. Each credit request must include:

1. (a)

   subject line "SLA Credit Request — [Month] [Year]";

2. (b)

   dates and times (UTC) of the reported Downtime;

3. (c)

   description of how Downtime affected use of the Service;

4. (d)

   any supporting documentation (screenshots, error messages, support ticket numbers); and

5. (e)

   the email address and account name associated with Customer's account.

5.3 Verification and Response. Ollify will review credit requests within fifteen (15) business days of receipt and verify reported Downtime against its monitoring data. Ollify's monitoring data is the authoritative source for verification. If a request is denied, Ollify will provide relevant monitoring data and the basis for the denial. Approved credits are confirmed by email.

5.4 Credit Application. Approved credits are applied to Customer's next invoice following approval, appearing as a credit line item. Credits have no cash value and cannot be redeemed for refunds.

6. Sole and Exclusive Remedy

SERVICE CREDITS DESCRIBED IN THIS SLA ARE CUSTOMER'S SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE BY OLLIFY TO MEET THE UPTIME COMMITMENTS SET FORTH IN SECTION 2. CUSTOMER WAIVES ALL OTHER CLAIMS, DAMAGES, AND REMEDIES ARISING FROM OLLIFY'S FAILURE TO MEET SUCH COMMITMENTS, INCLUDING CLAIMS FOR DIRECT DAMAGES, LOST PROFITS, OR BUSINESS INTERRUPTION.

Nothing in this SLA limits Customer's right to terminate the Agreement for cause pursuant to the termination provisions in the Agreement where the uptime failure constitutes a material breach. This SLA does not affect the limitation of liability provisions in the Agreement, which apply to all claims including those arising from SLA failures.

7. Support Response Times

"Response time" means the time from when Customer submits a valid support request to when Ollify provides an initial substantive acknowledgment. Response times are targets, not guarantees.

7.1 How to Submit a Support Request. Submit support requests via:

1. (a)

   email to support@ollify.app; or

2. (b)

   phone at [__________].

Both channels are monitored on a regular basis; Sev 1 and Sev 2 monitoring extends to 24/7, consistent with Section 7.2. In-app live chat is not available as of the Effective Date and is expected to launch within the next few months; this Section will be updated when it does. Include a description of the issue, affected features, number of users impacted, and business impact to ensure accurate severity classification. Ollify classifies severity in good faith based on information provided.

7.2 Business Hours. "Business hours" means Monday through Friday, 8:00 AM to 8:00 PM Central Time, excluding US federal holidays. Sev 1 and Sev 2 response is provided 24/7. Response time targets begin when Ollify receives a complete support request with sufficient information to begin investigation.

7.3 Status Updates During Incidents. During active Sev 1 incidents, Ollify will post status updates at status.ollify.app at intervals of no more than one (1) hour. During Sev 2 incidents, updates will be posted at intervals of no more than four (4) hours. Updates include current investigation status, available workarounds, and estimated time to resolution when known.

8. Scheduled Maintenance

8.1 Standard Maintenance Window. Ollify performs scheduled maintenance during off-peak hours. The standard maintenance window is Sunday, 2:00 AM to 6:00 AM UTC. Maintenance during this window is excluded from Downtime calculations. The maintenance schedule is published at status.ollify.app.

8.2 Non-Window Maintenance Notice. For scheduled maintenance outside the standard maintenance window that is expected to cause Service unavailability, Ollify will provide at least forty-eight (48) hours' advance notice via:

1. (a)

   in-app notification to active users; and

2. (b)

   email to the account holder's registered email address.

Notice will include expected start time, expected duration, and affected features.

8.3 Emergency Maintenance. Ollify may perform emergency maintenance without advance notice when necessary to address a critical security vulnerability, prevent data loss, or resolve a severe production incident. Ollify will post notification to status.ollify.app as soon as practicable and will send email notification to affected accounts. Emergency maintenance is excluded from Downtime calculations.

9. Status Page and Incident Communication

9.1 Public Status Page. Ollify maintains a public status page at status.ollify.app providing:

1. (a)

   real-time operational status of all Service components;

2. (b)

   active incidents including start time, affected components, and current status;

3. (c)

   incident history for the preceding ninety (90) days;

4. (d)

   scheduled maintenance notices; and

5. (e)

   historical monthly uptime data.

Customers are encouraged to subscribe to status page notifications at status.ollify.app.

9.2 Post-Incident Reviews. For Sev 1 incidents and significant Sev 2 incidents, Ollify will publish a post-incident review on the status page within five (5) business days of resolution, describing the root cause, incident timeline, remediation steps, and measures being implemented to prevent recurrence. Enterprise customers may request a detailed post-incident report at support@ollify.app.

10. General Provisions

10.1 Relationship to Agreement. This SLA is incorporated into and governed by the Agreement. All limitations of liability, warranty disclaimers, and other terms in the Agreement apply to this SLA and to all claims arising from Ollify's failure to meet the commitments set forth herein. This SLA does not expand Ollify's liability beyond what is permitted under the Agreement.

10.2 Changes to This SLA. Ollify will provide at least thirty (30) days' advance notice of material changes to uptime commitments, credit structures, or support response times. For active Order Forms referencing this SLA, the terms in effect at the time the Order Form was signed apply for the remainder of the then-current term unless Customer affirmatively accepts the update.

10.3 Concurrent Incidents. If multiple incidents occur in the same calendar month, Downtime minutes from all incidents are aggregated for Monthly Uptime Percentage calculation. Overlapping Downtime periods are counted only once.

10.4 No Retroactive Credits. Service credits apply only to the calendar month in which qualifying Downtime occurred and cannot be applied retroactively to prior months or carried forward beyond the next invoice cycle.

10.5 Governing Law. This SLA is governed by the governing law provision of the Agreement.

11. Quick Reference — SLA at a Glance