Service Level Agreement

Last updated: May 26, 2026

This Service Level Agreement (“SLA”) forms part of the Agreement between Customer and PreVeil and describes the availability, support, and service commitments for the Services.

1. Overview

PreVeil is committed to providing a reliable and secure SaaS platform. This SLA defines: – Availability commitments – Support response and resolution targets – Service credits for unmet commitments

2. Definitions

System Availability means the percentage of total time the Services are available during a calendar month, excluding defined Exclusions.

Monthly Subscription Fee means one-twelfth (1/12) of the annual subscription fee.

Service Credit means a percentage of the Monthly Subscription Fee applied to future invoices.

Scheduled Maintenance means planned maintenance communicated in advance.

Emergency Maintenance means urgent maintenance required to protect or restore the Services.

3. Availability Commitment

PreVeil guarantees 99.95% System Availability per calendar month.

System Availability is calculated as:

(Total minutes in month – Unavailable minutes excluding Exclusions) / Total minutes in month)

4. Service Credits

If PreVeil fails to meet the Availability Commitment in a given calendar month, Customer is eligible for a Service Credit as follows:

Monthly Availability	Service Credit
≥ 99.95%	None
99.0% – <99.95%	10%
98.0% – <99.0%	25%
95.0% – <98.0%	40%
< 95.0%	50%

• Maximum credit per month: 50% of Monthly Subscription Fee

Chronic Failure Right: If PreVeil fails to meet the Availability Commitment in three (3) months within any rolling six (6) month period, Customer may terminate the Agreement without penalty.

5. Support Services

5.1 Support Hours

• Standard: Monday–Friday, 8:00 AM – 8:00 PM ET

5.2 Severity Levels

Severity	Description
Sev 1 – Critical	Service unavailable for all users
Sev 2 – High	Major functionality degraded
Sev 3 – Normal	Limited impact with workaround

5.3 Response and Resolution Targets

Severity	Response Time	Target Resolution	Updates
Sev 1	1 hour	4 hours	Every 1 hour
Sev 2	4 hours	1 business day	Every 4 hours
Sev 3	8 hours	3 business days	Daily

6. Maintenance

Scheduled Maintenance – Performed during defined maintenance windows – Advance notice provided – Designed to minimize service disruption

Emergency Maintenance – Performed as needed – Notice provided as soon as practicable

7. SLA Claims and Credits

• Service Credits are not applied automatically. To receive a Service Credit, Customer must submit a claim.
• Customer must notify PreVeil of a claim within 30 business days after the end of the calendar month in which the Availability Commitment was not met
• Customer will provide supporting data reasonably requested by PreVeil to validate the claim

Credits are applied to future invoices or refunded if no future invoices exist.

8. Exclusions

Downtime does not count toward availability only to the extent not caused by PreVeil, including:

• Customer systems or configurations
• Third-party services outside PreVeil control
• Force majeure events
• Customer misuse of the Services
• Scheduled Maintenance (when communicated)

9. Limitations

Service Credits are the sole and exclusive remedy for failure to meet the Availability Commitment.

10. Continuous Improvement

PreVeil will monitor performance and continuously improve reliability, transparency, and support responsiveness.