Service Level Agreement

• "Platform" means INITE-hosted SaaS components operated under inite.ai — including the AI Visibility Analyzer, diagnostic workflows, dashboards, and reporting surfaces. • "Managed Automation" means workflows we operate on your behalf under a recurring agreement, including monitoring, error handling, and ongoing improvements. • "Implementation Services" means time-and-materials or fixed-scope project work — discovery, design, build, and handover — governed by a Statement of Work (SOW). • "Third-Party Tools" means components and services we deploy or integrate with that we do not host, such as n8n, Dify, Supabase, customer CRMs, messaging providers, and AI model APIs. • "Uptime" means the percentage of time the applicable Platform service is available for use during the measurement period, excluding exclusions defined below. • "Scheduled maintenance" means maintenance communicated at least 48 hours in advance (or 72 hours for major releases where possible). • "Incident" means an unplanned interruption or reduction in quality of a service we operate. • "Response time" means the time from when we acknowledge your support request to when we begin active work or provide an initial response.

This SLA scopes commitments to four distinct categories. Your agreement with INITE AI states which categories apply to you. ┌─────────────────────────┬──────────────────────────────────────────────────────────┐ │ Service category │ What this SLA commits │ ├─────────────────────────┼──────────────────────────────────────────────────────────┤ │ Platform (INITE-hosted) │ Uptime, response times, service credits — this document │ │ Managed Automation │ Per-workflow monitoring + response times per the SOW; │ │ │ uptime targets only where explicitly set in the SOW │ │ Implementation Services │ Delivery milestones, acceptance, and warranties governed │ │ │ by the SOW; no uptime commitment │ │ Third-Party Tools │ Excluded unless explicitly covered in your SOW or MSA │ └─────────────────────────┴──────────────────────────────────────────────────────────┘ If a service category is not listed in your agreement, no SLA applies to that category. Commitments do not stack — a workflow running on third-party infrastructure inherits the third-party exclusion unless we have committed to operate it as Managed Automation.

We target 99.5% uptime for the INITE-hosted Platform components listed in your subscription order form, measured monthly and excluding the exclusions defined below. Uptime is calculated as: (total minutes in the month minus excluded minutes minus downtime minutes) divided by (total minutes in the month minus excluded minutes), expressed as a percentage. This commitment applies only to Platform components we host on inite.ai. It does not apply to Managed Automation workflows, Implementation Services deliverables, or Third-Party Tools. If we fail to meet this commitment in a given month, you may be eligible for service credits as described in the "Service credits" section, subject to your timely claim and continued paid subscription.

For Managed Automation engagements, the following commitments apply per workflow, as specified in your Statement of Work: • Monitoring: we monitor each workflow we operate and alert on failures within the response-time band agreed in the SOW. • Error handling: we triage and remediate workflow failures within the response-time band agreed for that workflow's severity tier. • Uptime targets: only where explicitly set in the SOW for a specific workflow. Where no uptime target is set, we commit to best-effort operation and the response-time bands defined in this SLA. • Dependencies on third-party services (CRMs, messaging providers, model APIs) are excluded from any uptime calculation unless we host or have operational control over the affected component. Managed Automation does not transfer ownership of underlying third-party accounts or credentials — these remain yours, and outages caused by changes you make to them are outside this SLA.

Implementation Services (discovery sprints, automation builds, handover engagements) are governed by the Statement of Work signed for the engagement. This SLA does not apply uptime commitments to deliverables produced under an SOW. The SOW governs: • Delivery milestones and acceptance criteria. • Change-request handling and scope adjustments. • Warranty period for fixes after handover (typically 14–30 days from acceptance unless otherwise agreed). • Source-of-truth ownership of code, configuration, and documentation transferred to you on handover. After handover, operation of delivered workflows is your responsibility unless you have additionally subscribed to Managed Automation.

Third-Party Tools — including but not limited to n8n, Dify, Supabase, CRMs, messaging providers, payment processors, and AI model APIs — are operated by their respective providers under their own terms. INITE AI does not commit to availability, performance, or compliance of Third-Party Tools. Where we configure or integrate with Third-Party Tools as part of an Implementation Services or Managed Automation engagement: • We follow each provider's published reliability and security practices. • We do not assume operational control of accounts you own. • We escalate provider-side outages but cannot remediate them on our own. • Costs, quotas, and rate limits charged by Third-Party Tools are your responsibility unless we have agreed otherwise in writing.

The following are excluded from uptime and response-time calculations: • Scheduled maintenance (with advance notice). • Third-Party Tools (CRMs, AI model APIs, hosting providers, messaging gateways) — see Third-party tools and integrations. • Issues caused by your or your users' equipment, network, credentials, or configuration changes to systems you control. • Force majeure events (natural disaster, war, terrorism, pandemic, government action, major upstream provider failure beyond our control). • Your breach of the Terms of Service or Acceptable Use Policy. • Attacks or incidents that we mitigate in accordance with industry practices (e.g. DDoS mitigation). • Beta, preview, or early-access features explicitly labelled as such.

We aim to respond to support requests according to severity: • Critical (production down or major feature unavailable): initial response within 4 business hours. • High (significant degradation, workaround available): initial response within 8 business hours. • Medium (partial issue or non-critical): initial response within 24 business hours. • Low (questions, minor issues): initial response within 48 business hours. Business hours are defined in your region or as stated in your support plan. Response time is not a guarantee of resolution time; we will work toward resolution based on severity and resource availability.

Support is provided via email or the support channel specified in your plan. For critical issues, we may provide a designated contact or escalation path as per your agreement. You must provide sufficient detail (description, steps to reproduce, impact) to allow us to investigate. We may request additional information or access (under appropriate confidentiality) to resolve issues.

We will use reasonable efforts to perform maintenance during low-usage windows and to give at least 48 hours' notice (or 72 hours for major changes when possible). Emergency maintenance may be performed with shorter or no notice when necessary to protect security or stability. We will post status updates where feasible.

If we do not meet the uptime commitment in a given month and you submit a valid claim within 30 days of the end of that month, we may issue a service credit as a percentage of your monthly fee for the affected service, in accordance with our then-current credit table (e.g. 99.0%–99.5%: 10% credit; 95.0%–99.0%: 25% credit; below 95%: 50% credit). Credits are applied to future invoices and are your sole remedy for SLA failures unless otherwise required by law. You must be in good standing (paid, no material breach) to receive credits.

To claim a service credit, email support@inite.ai with the subject "SLA Credit Claim" and include: (1) your account or order reference, (2) the month and Platform service affected, (3) a brief description of the incident and impact, and (4) any ticket or incident reference if applicable. We will review and respond within 15 business days. Disputes will be resolved in accordance with our Terms of Service. Claims for Managed Automation incidents follow the response-time and escalation paths defined in your Statement of Work, not the Platform credit table above.