Scrunch Service Level Agreement

1. Definitions
   • “Availability” means the percentage of time in a calendar month (based on twenty-four (24)-hour days for the number of days in the subject month) that the Service is (a) fully available, accessible, and usable by Customer and the End Users, and (b) fully operational and able to receive, process, store and transmit Customer Data accurately and without any Errors.
     • Percentage of Availability shall be calculated as (Total # of minutes in calendar month – Total # minutes of Downtime ) ÷ Total minutes in month × 100
   • “Downtime” means such periods of time during which the Services or any component thereof is unavailable or unusable.
   • “Calendar month” means the period from 00:00 UTC on the first day through 23:59 UTC on the last day of a given month.
2. Scope
   This SLA covers the all of the Services, including but not limited to :
   • Web application UI (delivered via standard web browser)
   • Programmatic API (delivered as a standard HTTP service)
   • Scrunch AI's back-end data collection and analytics supporting (1) and (2).
3. Service
   

   Service	Availability SLA	Success Criteria	Methodology
   Scrunch Monitoring AI Platform	The Availability service level for the Service for any given month will be 98.5%	Successful HTTP response (2xx) within 60 seconds	Multi-region synthetic transaction monitoring; measured at 5 minute intervals

   3. 1 Measurement Period
      • Measured per calendar month.
4. Exclusions
   Downtime does not include the following:
   • Downtime caused solely by a verifiable, widespread public Internet outage outside of Scrunch’s reasonable control is excluded from the Availability calculation. This exclusion applies only if the outage affects multiple, unrelated customers across multiple networks and is not caused by Scrunch’s systems, infrastructure, configurations, or service providers. Any portion of downtime that Scrunch could have reasonably avoided or mitigated will still as Downtime.
   • Planned maintenance (up to a maximum of four (4) hours / month with 48 Working Hours advance notice) within the Maintenance Window.
   • Customer's local network, device, or browser configuration issues.
5. Reporting
   Scrunch shall monitor its compliance with the Availability service level set forth in this Exhibit and will provide a report to Customer upon request containing sufficient data for Customer to determine Scrunch’s compliance or non-compliance with the Availability SLA. Notwithstanding the foregoing, Customer shall have the right to set up monitoring systems or use third-party systems to measure availability of the Service Software and/or Hosted Services and any component thereof.
6. Remedies
   If Availability in any calendar month falls below 98.5%, Customer may request service credits against fees due under this Order Form as follows (“Service Credits”):

   Availability in Month	Service Credit (% of month’s fees)*
   ≥98.0% and <98.5%	5%
   ≥ 97.0% and < 98%	10%
   < 97%	15%

*If there is no monthly fee but an annual fee, the monthly fee will be determined by dividing the annual fee by 12.
4.1. Credit Requests
Credits must be requested within 30 days of month-end and expire if not claimed. Total credits in any 12-month period are capped at 50% of annualized subscription fees.
4.2. Application & Expiration
Service Credits shall be applied against the next invoice issued under this Agreement—whether for additional usage, or any other fees—provided such invoice is generated on or before the last day of the then-current contract term. Any unused Service Credits will expire automatically on the last day of the then-current contract term and shall not carry over into any renewal term.