Service Level Agreement

This Service Level Agreement (this "SLA") describes the availability target and support response commitments that apply to paid subscriptions to the Hypeify platform (the "Service"), including the Hypeify Host, Books, Terminal, Hospitality, Fleet, and Outpost products and the Toro cross-product AI layer.

This SLA is a part of, and is subject to, the Hypeify Terms of Service. Capitalized terms used but not defined here have the meanings given to them in the Terms of Service.

This SLA does not apply to free, trial, evaluation, beta, preview, sandbox, or labs-tier accounts. Those tiers are provided as-is without an availability commitment.

Hypeify will use commercially reasonable efforts to make the production Service available, in any calendar month, for the following percentage of total minutes (the "Monthly Uptime Percentage"):

• Standard paid plans: 99.5% Monthly Uptime Percentage.
• Business paid plans: 99.9% Monthly Uptime Percentage.
• Enterprise plans: as set forth in the Order Form, which controls over this SLA.

"Monthly Uptime Percentage" is calculated as: (Total Minutes in the calendar month − Downtime Minutes) ÷ Total Minutes in the calendar month, expressed as a percentage and rounded to two decimal places.

"Downtime" means a sustained period of five (5) consecutive minutes or more during which an authenticated user cannot reach the core authenticated surfaces of the production Service due to a failure of Hypeify-operated infrastructure, measured from Hypeify's external monitoring endpoints.

Downtime does not include partial degradations that do not prevent access, latency that does not amount to functional unavailability, or errors limited to a single account, organization, tenant, region, browser, or device.

The following are excluded from Downtime and from the calculation of Monthly Uptime Percentage:

• Scheduled maintenance announced at least 48 hours in advance on the Hypeify status page.
• Emergency maintenance reasonably necessary to address a security vulnerability, data-integrity risk, or platform-stability incident.
• Failures of third-party services that Hypeify does not control, including Supabase, Vercel, Stripe, Resend, Twilio, Sentry, identity providers, DNS providers, the public internet, and any third-party connector or integration the Service relies on (for example, terminal connectors for Hypeify Terminal, channel managers for Hypeify Hospitality, or brand-owner systems referenced from Hypeify Outpost).
• Customer-environment issues, including misconfigured customer accounts, expired or revoked credentials, expired payment methods, expired domains, suspended accounts under the Acceptable Use Policy, or actions taken by the customer (or its users) that disable, lock, or destabilize the customer's own data.
• Force majeure events, including acts of God, government action, war, civil unrest, labor action, fire, flood, earthquake, pandemic, or large-scale internet or telecommunications failures.
• AI-assisted features, including Toro — these features depend on third-party model providers and are explicitly not covered by an availability commitment.
• Beta, preview, labs, sandbox, and feature-flagged surfaces.
• Bandwidth, latency, or coverage of the customer's or its inspectors' / users' own networks, devices, or carriers. For Hypeify Outpost specifically, time spent in offline mode while an inspector is out of network range is not Downtime; the Service is treated as available so long as queued writes successfully sync when the device reconnects.

If the Monthly Uptime Percentage for a calendar month falls below the applicable target and you submit a valid claim under the process below, Hypeify will issue a service credit (a "Service Credit") against your next invoice as follows:

• Below the target but ≥ 99.0%: 5% of the monthly fee for the affected product.
• ≥ 95.0% but < 99.0%: 10% of the monthly fee for the affected product.
• ≥ 90.0% but < 95.0%: 20% of the monthly fee for the affected product.
• Below 90.0%: 30% of the monthly fee for the affected product.

Service Credits are calculated against the recurring fee for the affected product for the calendar month in which the Downtime occurred, are capped at 30% of that fee, are non-cash and non-transferable, and expire if not used within twelve (12) months of issuance. Service Credits are the customer's sole and exclusive remedy, and Hypeify's sole and exclusive liability, for any failure to meet the availability target.

To claim a Service Credit, the customer must submit a written request to billing@hypeify.com within thirty (30) days after the end of the calendar month in which the Downtime occurred. The request must include the customer's account identifier, the calendar month, the dates and approximate times of the claimed Downtime, the affected product, and any logs, screenshots, or other supporting evidence the customer wishes Hypeify to consider.

Hypeify will review the claim against its own monitoring, status-page incident records, and infrastructure-provider incident records, and will respond within thirty (30) days. Hypeify's measurements are authoritative for purposes of this SLA in the absence of manifest error.

Hypeify provides support through the in-app Help button and through email at support@hypeify.com. Hypeify uses commercially reasonable efforts to acknowledge new support tickets within the following first-response targets, measured in business hours (Monday–Friday, 9:00–18:00 U.S. Eastern Time, excluding U.S. federal holidays):

• Urgent (production-impacting, no workaround, business-critical): within 4 business hours.
• High (significant impairment with a workaround): within 8 business hours.
• Normal (functional issue without significant impairment): within 1 business day.
• Low (questions, feature requests, cosmetic issues): within 3 business days.

These are first-response targets, not resolution-time targets. Resolution timing depends on the nature, complexity, and reproducibility of the issue and on whether root cause sits in Hypeify-operated infrastructure or in a third party.

Customers on Enterprise plans may have different support targets and channels as set forth in their Order Form, which controls over this SLA.

Hypeify maintains a public status page that publishes incidents affecting the production Service, including severity, affected components, and resolution updates. Customers should subscribe to or monitor the status page for the most current operational information. The status page is the canonical record of an incident's start, status, and resolution for purposes of this SLA.

Hypeify may update this SLA from time to time. If an update materially reduces the availability target, the credit schedule, or the support targets for a paying customer's plan, Hypeify will provide at least thirty (30) days' notice before the change takes effect for that customer's then-current subscription term.