Appendix 2 - Service Level Agreement ("SLA") – Indivd

Indivd will take all commercially reasonable measures to ensure that the uptime of its cloud-based services (i.e., availability of the platform itself) is at least 99.3% during each calendar month. This SLA specifically covers the uptime of Indivd’s hosted platform and excludes availability or performance issues related to customers’ local infrastructure, hardware, internet connectivity, or VPN tunnels. If a customer experiences a service disruption as defined below due to Indivd’s failure to meet this commitment, they are entitled to claim a service credit as described in the "Service Credit" section.

2. AGREED SERVICE LEVEL

Response Time
Measurement scope	The location(s) opening hours
Guaranteed availability	99,3%
Weekdays: 8 AM–5 PM	Within 5 minutes
Weekdays: 6 AM–8 AM; 5 PM–12 AM	Next business day
Weekends & holidays: 8 AM–10 PM	Next business day
All other times	Next business day

3. DEFINITIONS

"Downtime" means the period during which the Indivd cloud service is unavailable due to internal issues within Indivd's hosted infrastructure. Measurement is based on Indivd's monitoring tools or verified incident reports.
"Downtime Period" is defined as a continuous period of at least ten (10) minutes of Downtime. Multiple shorter interruptions are not considered a Downtime Period.
"System Uptime" (also referred to as "Monthly Uptime Percentage") is calculated using the formula below:
Availability (%) = ((Total Minutes in the Month − Downtime Minutes) / Total Minutes in the Month) × 100
Customers can monitor current and historical system uptime metrics via the "System Dashboard" in the Indivd platform under the label "System Uptime".
"Scheduled Downtime" refers to maintenance periods for which Indivd has provided at least seven (7) days' prior notice. Scheduled Downtime shall not exceed twelve (12) hours per calendar year and is not counted as Downtime.
"Service" includes all components of the Indivd platform as defined in the applicable customer agreement, including Indivd Basic, Pro, Complete, and Professional Services.

Service Credit

If Indivd fails to meet the guaranteed availability during a calendar month, the customer is entitled to the following service credits:

System uptime (Monthly)	Service credits
99,0% - < 99,3%	10%
95.0% - < 99.0%	25%
< 95.0%	50%

Requesting Service Credit

To receive a service credit, the customer must notify Indivd in writing within thirty (30) days of becoming eligible for the credit. Failure to provide timely notice forfeits the right to the credit.

Maximum Service Credit

The maximum cumulative service credit issued for any single calendar month shall not exceed fifty (50) percent of the total invoice for that month.

SLA Exclusions

This SLA does not apply to:

Performance issues or Downtime caused by factors beyond Indivd’s reasonable control, including force majeure events, internet backbone issues, or outages at third-party providers.
Failures resulting from the customer’s local network, internet connectivity, firewall, VPN, camera hardware, or inability to transmit required data (e.g., video streams) to Indivd.
Downtime or issues caused by customer-requested maintenance or configurations.
Malfunctions or misconfigurations in customer-owned hardware or systems outside of Indivd's control.

Contact support: support@indivd.com

Version: 1.4

Date: 5 Oct 2024