Super.AI Enterprise Service Level Agreement

1.1 This Service Level Agreement (the "SLA") forms part of the Super.AI Enterprise Agreement (the "Agreement") for a Customer whose Order Form incorporates it. Capitalised terms have the meaning given in the Agreement. If an Order Form states different commitments, the Order Form applies for that subscription.

1.2 "Unavailable" means that the Platform's production interface and API return errors, or fail to respond, for all of Customer's requests for a continuous period of at least five minutes, as measured by Super.AI's monitoring. Degraded performance of a single feature, or slower than usual processing of a document, is not Unavailability.

1.3 "Recovery Time Objective" means the target time from the start of an incident that makes the Platform Unavailable to the restoration of service, and "Recovery Point Objective" means the maximum period of Customer Content changes that may be lost in such an incident, each as stated in section 2.

2.1 Super.AI operates the Platform to be available 24 hours a day, seven days a week, and monitors it continuously. Where the Platform becomes Unavailable, Super.AI works to restore it in accordance with its Business Continuity and Disaster Recovery Plan, which sets a Recovery Time Objective of two hours and a Recovery Point Objective of fifteen minutes for production services.

2.2 Customer Content is backed up daily to a location in a separate region from production, backups are protected in accordance with the sensitivity of the data, and backup restoration is tested at least annually. The Business Continuity and Disaster Recovery Plan itself is tested at least annually, and a summary of the current plan and of the latest test is available to Customer under section 6.3 of the Agreement.

2.3 Super.AI notifies Customer's technical contact of incidents affecting Customer, and of their resolution, in accordance with the Incident Response Plan and section 16.7 of the Agreement.

3.1 The following do not count as Unavailability and do not engage the remedies in section 4 (each an "Exclusion"):

• Planned maintenance, provided Super.AI gives at least 72 hours' notice by email to Customer's technical contact and schedules it outside 08:00 to 18:00 Central European Time on business days where practicable.
• Emergency maintenance required to address a security vulnerability or an imminent failure, limited to what is necessary and notified as soon as practicable.
• Failures caused by Customer's or its Users' equipment, networks, connectivity, credentials or configuration, or by Customer's breach of the Agreement.
• Failures of Third Party Services that Customer has connected to the Platform, or of Customer's own systems that the Platform depends on for a flow to run.
• Suspension of access exercised under sections 5.3 or 8.4 of the Agreement.
• Beta or preview features, which are excluded from this SLA under section 3.7 of the Agreement.
• Events beyond Super.AI's reasonable control of the kind described in section 15.8 of the Agreement, including outages of the public internet and of upstream infrastructure providers affecting an entire region.

4.1 If the Platform is Unavailable other than because of an Exclusion, or Super.AI fails to meet the recovery objectives in section 2.1 in an incident, Customer may contact support@super.ai within thirty days of the end of the month concerned, identifying the dates and times relied on. Super.AI reviews the request against its monitoring and incident records within fifteen business days and, where the request is confirmed, agrees with Customer a credit against future fees that is proportionate to the duration and impact of the shortfall. Credits are applied to the next invoice, or refunded where no further invoice will be issued.

4.2 A credit agreed under this section is Customer's sole and exclusive remedy for the shortfall it relates to. Repeated failure to meet the recovery objectives in section 2.1 may amount to a material breach of the Agreement, and section 14.2 of the Agreement then applies.

5.1 Customer's named contacts may raise support requests by email to support@super.ai and, for security events, to security@super.ai. Super.AI acknowledges requests during its support hours of 08:00 to 18:00 Central European Time on business days, and classifies each request by severity in accordance with its Incident Response Plan:

5.2 Security vulnerabilities affecting the Platform are remediated within the windows in Super.AI's Operations Security Policy: critical and high severity within thirty days, medium within sixty days, and low within ninety days of assessment, with a documented risk treatment plan for any exception. Where the Order Form specifies a higher support tier, its response targets apply in addition.

6.1 This SLA is published in dated versions, and the version an Order Form cites applies to that Order Form for its Subscription Term. Its commitments follow Super.AI's published security and continuity policies; where a policy changes, Super.AI publishes a new version of this SLA for future Order Forms and renewals, and will not reduce the commitments in a version that an Order Form already cites.