SERVICE LEVEL AGREEMENT

Last Updated: Oct 27, 2025

The Company Service will be Available 99.99% of the time, measuredly on a calendar monthly basis (the “Availability Commitment”). “Availability” means that the Company Service is available to assist Customer in the labeling of Customer Data. Availability measures will not include downtime resulting from:

• Upgrades, which will be scheduled between 5pm and midnight Pacific Time to the extent feasible.
• Pre-scheduled maintenance periods: Customer will receive at least 24 hours prior notification by email of pre-scheduled maintenance periods. Maintenance shall be scheduled between 5pm and midnight Pacific Time. Downtime due to pre-scheduled maintenance will not exceed 2 hours per month.
• Emergency maintenance periods, during which Company applies critical security patches and other emergency repairs to the Company infrastructure.

The Availability Commitment does not apply to any downtime of the Company Service that results from:

• Account suspension or termination due to Customer’s breach of the Agreement;
• Disengagement of functionality of the Company Service due to Customer’s request;
• Force Majeure Events; or
• Customer’s or its service provider’s equipment, software or other technology.

Company will provide Customer with reports on Availability upon request.

If Company fails to achieve the above Availability for the Company Service, Customer may claim a credit based on a monthly pro-rated amount of the annual subscription fee, as provided below.

Customer will not be entitled to a credit if it is in breach of this Agreement, including its payment obligations. To receive a credit, a Customer must file a claim for such credit within five (5) days following the end of the month in which the Availability Commitment was not met by contacting Company at [email protected] with a complete description of the downtime, how Customer was adversely affected, and for how long.

The credit remedy set forth in this Service Level Agreement is Customer’s sole and exclusive remedy for the unavailability of the Company Service.