Support Policy and Service Level Agreement

This Support Policy and Service Level Agreement (“SLA”) is incorporated into the Peerlogic Master Service Agreement (“MSA”) under its Section 7. It sets out the support Peerlogic provides with the Services and the availability commitment for the Peerlogic platform. Capitalized terms not defined here have the meanings in the MSA.

1. Support hours and channels

Standard support is available Monday–Friday, 6:00 a.m.–5:00 p.m. Arizona time, excluding Peerlogic holidays, by phone at 800-967-7330, email at support@peerlogic.com and the in-app help center. Severity 1 incidents may be reported by phone 24×7. Support covers the Services as delivered; it does not cover Customer’s network, internet service, third-party systems or training beyond the onboarding included in an Order, which may be purchased separately.

2. Severity levels and response targets

Severity	Definition	Initial response	Update cadence
1 – Critical	Inbound or outbound calling unavailable for a location, or a security incident	1 hour, 24×7	Every 2 hours until resolved
2 – Major	Material degradation affecting many users (call quality, voicemail, Aimee unavailable)	4 business hours	Every business day
3 – Minor	Feature not working as documented, workaround available	1 business day	On status change
4 – General	Questions, how-to, configuration requests	2 business days	On completion

Response time is measured from when the ticket is received through a supported channel to Peerlogic’s first substantive response. Peerlogic assigns severity based on the definitions above and may reclassify a ticket with notice. Resolution times are targets, not commitments, except as the availability commitment below provides.

3. Availability commitment

Peerlogic will make the Platform available 99.9% of the time in each calendar month. “Platform” means Peerlogic’s hosted call-routing, voicemail, application and API services. “Available” means the Platform is able to receive and route calls and serve the application. Availability is calculated as (total minutes in the month minus Unavailable minutes) divided by total minutes in the month, where Unavailable minutes are minutes in which the Platform is not Available for all of Customer’s locations, as measured by Peerlogic’s monitoring, excluding the Exclusions in Section 5.

4. Service credits

If monthly availability falls below the commitment, Customer may request a credit against the next invoice equal to the following percentage of that month’s recurring Platform fees for the affected locations:

Monthly availability	Credit
Below 99.9% but at least 99.5%	5%
Below 99.5% but at least 99.0%	10%
Below 99.0%	25%

To receive a credit, Customer must request it in writing within 30 days after the end of the affected month, identifying the dates and times of the Unavailability. Credits are Customer’s sole and exclusive remedy for failure to meet the availability commitment, are capped at 25% of the affected month’s recurring Platform fees, do not apply to usage charges, Hardware, lease fees or one-time fees, and are not paid in cash except at termination of the Services. If availability falls below 99.0% in any three months of a rolling twelve-month period, Customer may terminate the affected Services on written notice without early-termination charges and receive a refund of prepaid fees for the unused period.

5. Exclusions

Unavailability caused by the following is excluded from the calculation: (a) Scheduled Maintenance under Section 6; (b) Customer’s or its users’ equipment, internet service, local network, power, configuration or acts and omissions, including failure to follow Peerlogic’s network requirements; (c) third-party systems, integrations, public switched telephone network or carrier outages not within Peerlogic’s control; (d) suspension under the MSA or the Acceptable Use Policy; (e) force majeure events under MSA Section 12.6; (f) beta, preview or trial features; and (g) emergency maintenance required to address a security vulnerability or imminent outage, provided Peerlogic gives notice as soon as practicable.

6. Maintenance

Scheduled Maintenance is performed during the window of Saturday 10:00 p.m.–Sunday 4:00 a.m. Arizona time or at another time with at least 48 hours notice through the status page or email, and will not exceed 8 hours in any month. Peerlogic publishes current status and incident history at status.peerlogic.com.

7. Emergency calling

Availability of 911 service is subject to the limitations in Section 5 of the Acceptable Use Policy and depends on Customer’s network, power and registered addresses.

8. Changes

Peerlogic may update this SLA under MSA Section 7, provided an update does not reduce the availability commitment or credit levels during the then-current Term.