TyriaCore Service Level Agreement (SLA)

Last Updated: February 20, 2026

This Service Level Agreement ("SLA") describes the monthly availability target and service credit process for the Platform.

This SLA is incorporated by reference into the Agreement between Provider and Customer to the extent referenced in an Order Form or otherwise incorporated into the Agreement.

Order of precedence. If there is a conflict between this SLA and the Agreement (or an Order Form, SOW, DPA, or BAA), the order of precedence in the Agreement controls.

Sole remedy. Service credits (if any) are Customer's sole and exclusive monetary remedy for failure to meet the Availability Target, as further described below.

1. Availability Target

Subject to this SLA, Provider will use commercially reasonable efforts to make the Platform available 99.5% of the time in each calendar month (the "Availability Target").

1.1 Availability Calculation

Availability for a calendar month is calculated as:

(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month

"Downtime" means the total number of minutes during the calendar month that the Platform is unavailable, excluding Permitted Downtime.

The Platform is considered "available" if Customer's Authorized Users can access and use the Core Functionality. Unavailability, interruption, or degradation of Beta Services or AI Features, standing alone, does not constitute Downtime.

2. Permitted Downtime (Excluded)

Availability excludes the following (collectively, "Permitted Downtime"): (a) Scheduled Maintenance and Emergency Maintenance (Section 3); (b) Force Majeure events; (c) unavailability caused by or attributable to Customer or Authorized Users, including Customer systems, networks, configurations, Customer Data, or misuse; (d) unavailability caused solely by Customer-managed integrations, Customer-managed APIs, or Third-Party Services that Customer enables, selects, configures, or provides credentials for; and (e) widespread cloud provider outages or internet backbone/telecommunications failures outside Provider's reasonable control.