Client Terms of Service

Service Level Agreement

Data Processing Addendum

Service Level Agreement

Last Updated: October 15, 2025 

This Service Level Agreement (“SLA”) governs the use of Subscription Services provided by the contracting entity identified in an applicable Order Form (“Provider”) to the entity identified as client in that Order Form (“Client”). This SLA is referenced in Provider’s Client Terms of Service (“TOS”) and is a supplement to and made part of the Agreement (as defined by the TOS). By executing an Order Form that references the Agreement, Client agrees to be bound by the terms of this SLA. If a Client Affiliate accesses the Subscription Services without signing an Order Form, the Client will be responsible for such Affiliate’s use. All terms not defined in this SLA shall have the meaning assigned to them in the Agreement. 

This SLA applies only to production environments connected to a production server used for operational business activities or services handling production data. It does not apply to development, test, staging, UAT, or other non-production environments. It also does not apply to Beta Services. 

1. Hosting Locations. Provider will host in the jurisdiction and use the facilities as described in the Trust Portal.  

2. Service Availability. Provider will use commercially reasonable efforts to ensure that the Subscription Services are available twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year, with a monthly uptime percentage of at least 99.9%, excluding Excluded Causes. Service availability shall be calculated by subtracting the number of hours of outage from the total hours in a given calendar month, divided by the total hours in such month. “Excluded Causes” shall include Scheduled Downtime, failures resulting from Client or third-party hardware, software, ISPs, telephone providers, or networks, interruptions related to Internet or telecommunications service providers, Beta Services, , unavailability of Third-Party Services, Client-initiated resource-intensive activities that significantly exceed typical usage patterns without following established coordination procedures, and events of Force Majeure (as described in the Agreement). If the Provider fails to achieve at least 99.5% availability for three consecutive calendar months (excluding Excluded Causes), such failure shall constitute a material breach of the Agreement, and Client’s sole and exclusive remedy shall be to terminate the Agreement pursuant to Section 4.2 of the TOS. 

3. Scheduled Downtime and Maintenance. Provider will reserve a recurring weekly maintenance window during which the Subscription Services may be temporarily unavailable. Provider may also schedule additional downtime, provided that it gives Client at least forty-eight (48) hours’ advance notice when such downtime is expected to last fewer than four (4) hours, and at least seventy-two (72) hours’ advance notice when such downtime is expected to last longer than four (4) hours. Scheduled maintenance will not occur between 7:00 a.m. and 7:00 p.m. local server time Monday through Friday, except in cases of emergency such as the application of security patches or other urgent fixes. Provider may also perform emergency maintenance as necessary to preserve system integrity or security. 

4. Backup and Disaster Recovery. Provider will maintain daily full-system backups, retained for thirty (30) days and stored in a secure alternate location. In the event of a service failure, Provider shall use commercially reasonable efforts to restore the Subscription Services within a Recovery Time Objective (RTO) of eight (8) hours and to a Recovery Point Objective (RPO) of twenty-four (24) hours. 

5. Security. The Subscription Services shall be accessible only to Authorized Users and shall comply with the DPA. Provider shall implement commercially reasonable technical and organizational measures, including but not limited to firewalls, intrusion detection systems, and password protections, to safeguard against unauthorized access. 

6. Updates and Upgrades. Provider will deliver updates, enhancements, and upgrades to the Subscription Services in accordance with its release cycle, which may include hot fixes, service packs, monthly releases, and major upgrades. Provider will use commercially reasonable efforts to ensure that such updates do not materially degrade performance or functionality. After implementation, updates will be considered part of the Subscription Services under the Agreement. 

7. Support Services. Provider will make support services available twenty-four (24) hours per day, five (5) days per week, Monday through Friday, 7am-6pm Provider local time, except for statutory holidays in the United States and Canada. On Boxing Day, Good Friday, and statutory holidays, support shall be available between 9:00 a.m. and 4:30 p.m. Eastern Time. No support services shall be available on Christmas Day. Unless required by applicable law, support communication is provided in English.  

Clients may access support through the Provider’s Support Hub, telephone, email, or chat functionality during business hours. Provider will classify support tickets based on severity and impact, and will use commercially reasonable efforts to meet the following response and resolution targets:  

8. Training and Documentation. Provider will make available training tools, support articles, and Documentation updates through its client education platforms, support portals and Trust Portal. Documentation will be updated within a reasonable time after each update or upgrade is released. 

9. General. In the event of conflict between this SLA and Product-Specific Terms, the Product-Specific Terms shall control.