RENEWTRACK SERVICE LEVEL AGREEMENT

This Service Level Agreement (the "SLA") sets out RenewTrack’s availability commitment and support response targets for the Services, and is incorporated into the RenewTrack Enterprise Subscription Terms published at https://www.renewtrack.com/enterpriseterms (the "Agreement"). Capitalized terms used but not defined here have the meanings given in the Agreement.

This SLA applies to Subscriptions to the RenewTrack application at https://app.renewtrack.com It does not apply to beta features, trials, or Services provided at no charge.

1. DEFINITIONS

1.1 "Downtime" means a period during which the RenewTrack application is not available for Customer to log in and access its tenant, as measured by RenewTrack’s monitoring, excluding any Excluded Downtime.

1.2 "Excluded Downtime" means unavailability arising from the circumstances listed in Section 4.

1.3 "Monthly Uptime Percentage" means, for a calendar month, the total number of minutes in that month less the total minutes of Downtime, divided by the total number of minutes in that month, expressed as a percentage.

1.4 "Scheduled Maintenance" means maintenance for which RenewTrack has given Customer at least forty-eight (48) hours’ advance notice.

1.5 "Emergency Maintenance" means maintenance RenewTrack must perform without advance notice to address a security vulnerability, a risk of data loss, or a fault materially affecting the Services.

1.6 "Service Credit" means the credit calculated under Section 3.

1.7 "Support Request" means a request Customer submits to RenewTrack under Section 5.

2. AVAILABILITY COMMITMENT

2.1 RenewTrack will use commercially reasonable efforts to achieve a Monthly Uptime Percentage of at least ninety-nine and one-half percent (99.5%) in each calendar month of the Subscription Term.

2.2 Availability is measured across the calendar month at the point of access to the RenewTrack application. RenewTrack’s monitoring records are the source of measurement, and RenewTrack will make the relevant records available to Customer on request in connection with a Service Credit claim.

2.3 Where Customer’s Subscription begins or ends part-way through a calendar month, the Monthly Uptime Percentage is calculated over the portion of the month in which the Subscription was in effect.

3. SERVICE CREDITS

3.1 If the Monthly Uptime Percentage falls below the commitment in Section 2.1, Customer is entitled to a Service Credit calculated as a percentage of the Fees attributable to the affected Subscription for the month in which the shortfall occurred:

(a) Monthly Uptime Percentage below 99.5% and at or above 99.0% — 10%;

(b) Monthly Uptime Percentage below 99.0% and at or above 95.0% — 25%;

(c) Monthly Uptime Percentage below 95.0% — 50%.

3.2 Claim Procedure. To claim a Service Credit, Customer must submit a written request to [email protected] within thirty (30) days after the end of the month in which the shortfall occurred, identifying the affected month and describing the periods of unavailability Customer experienced. RenewTrack will respond within thirty (30) days of receiving a complete claim. A claim submitted after the thirty (30) day period is not eligible.

3.3 Form of Credit. Service Credits are applied against future Fees for the affected Subscription. Service Credits have no cash value, are not refundable, and are not transferable between Subscriptions or to any third party. Where a Subscription is not renewed, any unapplied Service Credit lapses.

3.4 Maximum. The total Service Credits issued for any single calendar month will not exceed fifty percent (50%) of the Fees attributable to the affected Subscription for that month.

3.5 Purchases Through a Reseller. Where Customer purchased through a Reseller, Service Credits are issued to the Reseller in accordance with Section 3.4 of the Agreement. Customer must claim the corresponding credit from its Reseller and not from RenewTrack.

3.6 Sole Remedy. Service Credits are Customer’s sole and exclusive remedy for any failure by RenewTrack to meet the availability commitment in this SLA.

4. EXCLUSIONS

4.1 The availability commitment does not apply to, and Downtime does not include, unavailability arising from:

(a) Scheduled Maintenance, or Emergency Maintenance;

(b) a suspension of the Services permitted under the Agreement or the Acceptable Use Policy, or a suspension for non-payment;

(c) Customer’s network, systems, devices, connectivity or configuration, or any third-party product or service Customer connects to the Services;

(d) Customer’s use of the Services other than in accordance with the Agreement or the Documentation, including exceeding a published rate limit or quota;

(e) an act or omission of Customer, its Affiliates, its Authorized Users, or any person using Customer’s credentials;

(f) beta features, trials, or Services provided at no charge;

(g) a Force Majeure Event as described in Section 14.3 of the Agreement, including a failure of a public cloud infrastructure provider or a public internet backbone outside RenewTrack’s reasonable control; or

(h) RenewTrack acting on Customer’s written instruction.

4.2 Scheduled Maintenance Windows. RenewTrack will use reasonable efforts to perform Scheduled Maintenance outside 08:00 to 20:00 Eastern Time on business days, and to keep the duration of any Scheduled Maintenance to the minimum reasonably necessary.

5. SUPPORT

5.1 Scope. RenewTrack provides Tier 3 support as described in Section 5.2 of the Agreement. Support Requests are submitted to [email protected]. Where Customer purchased through a Reseller, Customer submits configuration and administration requests to that Reseller in the first instance.

5.2 Support Hours. Support is provided from 09:00 to 17:00 Eastern Time, Monday to Friday, excluding statutory holidays in the Province of Ontario and Canadian federal holidays ("Business Hours").

5.3 Severity and Response Targets. RenewTrack will use commercially reasonable efforts to meet the following initial response targets, measured in Business Hours from receipt of a Support Request:

(a) Severity 1 — Critical. The Services are unavailable, or a defect prevents all Authorized Users from accessing the tenant, with no workaround. Target initial response: two (2) Business Hours. RenewTrack will work continuously during Business Hours until a workaround or resolution is in place, and will provide status updates at least daily.

(b) Severity 2 — High. A material function of the Services is unavailable or produces materially incorrect results, and no reasonable workaround is available. Target initial response: four (4) Business Hours.

(c) Severity 3 — Normal. A function of the Services is impaired, or produces incorrect results, and a reasonable workaround is available. Target initial response: one (1) Business Day.

(d) Severity 4 — Low. A question, documentation issue, cosmetic defect, or feature request. Target initial response: two (2) Business Days.

5.4 Severity Assignment. RenewTrack assigns severity in good faith based on the information Customer provides. Customer may request a different severity, and RenewTrack will not unreasonably refuse.

5.5 Customer Cooperation. Response targets are conditional on Customer providing sufficient information to identify and reproduce the issue, and on Customer responding to reasonable requests for further information. Time spent awaiting a response from Customer does not count toward a response target.

5.6 Not a Credit Event. Failure to meet a support response target in this Section does not give rise to a Service Credit.

6. GENERAL

6.1 RenewTrack may update this SLA in accordance with Section 14.12 of the Agreement. The current version is always published at https://www.renewtrack.com/sla

6.2 Nothing in this SLA limits any exclusion or limitation of liability set out in the Agreement.

Support requests and Service Credit claims: [email protected]. Other questions: [email protected].