Passteam Corp.

This Service Level Agreement (“SLA”) describes the service availability, support commitments, and service credit remedies applicable to the Passteam Services and forms part of the Passteam Master Subscription Agreement(“Agreement”) between Passteam Corp. (“Passteam,” “Provider,” or “we”) and the customer using the Services (“Customer,” “you”).

Capitalized terms not defined in this SLA have the meanings set forth in the Agreement.

1. SERVICE AVAILABILITY

Passteam will use commercially reasonable efforts to make the Services available 99.9% of the time, measured on a monthly basis (“Monthly Uptime Percentage”).

Monthly Uptime Percentage is calculated as:

(Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100

2. EXCLUSIONS FROM UPTIME CALCULATION

The following are excluded from Downtime and do not count against the Monthly Uptime Percentage:

• scheduled maintenance, provided Passteam gives reasonable advance notice where practicable;
• emergency or unscheduled maintenance necessary to address security, stability, or performance issues;
• force majeure events;
• outages caused by Customer systems, configurations, integrations, or misuse of the Services;
• outages caused by third-party services, networks, platforms, or providers outside Passteam’s reasonable control (including SMS carriers, push notification platforms, cloud infrastructure providers, and internet service providers);
• beta, pilot, trial, or free features identified as such.

3. SCHEDULED MAINTENANCE

Passteam may perform scheduled maintenance from time to time. Where practicable, scheduled maintenance will be performed during off-peak hours and announced in advance via reasonable means (such as email, in-app notice, or status page).

4. SUPPORT SERVICES

Passteam provides customer support through its designated support channels.

Support includes:

• assistance with Service availability issues;
• investigation of reproducible errors;
• reasonable guidance regarding use of the Services and Documentation.

Support does not include:

• custom development or integrations;
• third-party system troubleshooting;
• legal, compliance, or regulatory advice;
• training beyond Documentation unless separately agreed.

5. INCIDENT RESPONSE

Passteam will use commercially reasonable efforts to respond to service interruptions and restore availability as soon as practicable.

Customer acknowledges that response times are targets, not guarantees, and may vary based on severity, complexity, and external dependencies.

6. SERVICE CREDITS

If Passteam fails to meet the Monthly Uptime Percentage commitment in a given calendar month, Customer may be eligible to receive service credits as follows:

Monthly Uptime PercentageService CreditLess than 99.9%5% of monthly feesLess than 99.5%10% of monthly feesLess than 99.0%20% of monthly fees

Service credits:

• apply only to the affected Services;
• are calculated based on the monthly subscription fees for those Services;
• are applied to future invoices only;
• have no cash value and are non-transferable.

7. CREDIT REQUEST PROCESS

To receive a service credit, Customer must:

• submit a written request within thirty (30) days after the end of the month in which the uptime failure occurred;
• include sufficient detail to allow Passteam to verify the claim.

Failure to submit a timely request waives Customer’s right to receive service credits for that month.

8. SOLE AND EXCLUSIVE REMEDY

Service credits described in this SLA are Customer’s sole and exclusive remedy for any failure by Passteam to meet service availability commitments.

This SLA does not modify or expand any other remedies or warranties set forth in the Agreement.

9. MODIFICATIONS TO SLA

Passteam may update this SLA from time to time. Any updates will apply prospectively and will not materially reduce Customer’s rights during an active subscription term.

10. ORDER OF PRECEDENCE

In the event of a conflict:

1. The Master Subscription Agreement
2. This SLA

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