KNVEY INC.

Standard SLA

Wednesday, April 30, 2025

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EXHIBIT A – STANDARD SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement ("SLA") is incorporated by reference into the KNVEY SaaS Subscription Agreement between KNVEY Inc. and Customer. This SLA applies only to customers whose KNVEY platform is fully hosted and managed by KNVEY Inc.

For customers who elect to self-host the KNVEY platform, the terms of the SLA are defined separately in Exhibit A-1 – Self-Hosted SLA.

1. DEFINITIONS

  • "Platform Availability" refers to the availability of the KNVEY-hosted Services, excluding scheduled maintenance and events outside of KNVEY's control.
  • "Scheduled Maintenance" refers to planned outages with at least 48 hours' notice.
  • "Emergency Maintenance" means unplanned work required to maintain platform integrity.

2. SERVICE COMMITMENTS

KNVEY will use commercially reasonable efforts to make the hosted Services available 99.9% of the time each calendar month, excluding:

  • Scheduled maintenance (not to exceed 8 hours/month)
  • Force majeure events
  • Network or infrastructure issues outside of KNVEY's control

3. SUPPORT

  • Email support: Available Monday–Friday, 9 a.m. to 6 p.m. ET
  • Support requests: Must be submitted via email or ticketing system
  • Response times:
  1. Standard issue: within 1 business day
  2. Critical issue: within 4 business hours

4. SERVICE CREDITS

If platform availability falls below the guaranteed level in a calendar month, Customer may request a credit as follows:

  • 99.0%–99.8% uptime: 5% credit (of that month’s subscription fees)
  • 95.0%–98.9% uptime: 10% credit (of that month’s subscription fees)
  • Below 95% uptime: 25% credit (of that month’s subscription fees)

All credits must be requested in writing within 30 days of the month in which the service level failure occurred. Credits will be applied to the next billing cycle and will apply only to the affected calendar month. Credits do not apply retroactively or across the full term of the agreement.

5. LIMITATIONS

This SLA does not apply to:

  • Beta or trial features
  • Failures due to Customer’s misuse or third-party integrations
  • Outages caused by Customer’s failure to update their infrastructure or configurations

KNVEY reserves the right to update this SLA with 30 days' notice. Latest version will be published at: https://www.knvey.com/resources/legal/sla/