Syandus Service Level Agreement for Enterprise Plan

Effective Date:  June 14, 2025

This Service Level Agreement (“SLA”) is incorporated into each Syandus Terms of Service for AliveSim Studio and Platform (the “Terms”). This SLA describes the premium support services, error remediation, and Syandus’ uptime commitment available only to Customers with a valid Enterprise Subscription Plan, who are compliant with all the Terms and current on their payment obligations.

All capitalized terms not otherwise defined in this SLA are as set forth in Terms.

1  Support Services

1.1 - Scope. The Enterprise Plan includes the following support services designed to help enterprise Customers continue to achieve success after their setup and initial onboarding is complete.

1.2 - Premium Support. Syandus’ is committed to helping you use AliveSim Studio as effectively as possible.

• • Syandus’ support team is available 9-5 ET Monday through Friday by emailing support: support [at] alivesim [.] com.

  • The target support response time is 1 business day.

  • To help resolve your issue, you may need to share your screen on a web call or in some cases you may need to approve and authorize Syandus support personnel to have temporary access to a module or your Customer Account.

1.3 - Self-Service Support. Syandus is developing more dynamically available tools within AliveSim Studio to help you succeed faster. These include information bubbles, red and yellow error warning tips, and an expanding knowledge base on the core functionality, strategies, and advanced functionality (“Support Documentation”).

2  Error Reporting and Response

2.1 - Reporting an Error. If you find a reproducible issue with the Services that causes them to not function as described in the Support Documentation (“Error”), please report the Error to support [at] alivesim [.] com.

2.2 - Error Categories. The Customer and Syandus mutually agree that Errors shall be categorized as follows.

2.3 - Remediation Process. As soon as Syandus is aware of an Error (“Time of Awareness”), Syandus and the Customer agree to carry out the following measures:

• • Syandus assigns Error remediation to a qualified representative of Syandus.

  • Syandus communicates with Customer on priority and remediation plan.

  • Customer shall cooperate in reproducing the error, including diagnostic and troubleshooting activities if appropriate. Customer acknowledges that access to Customer Account as discussed in Section 1.2 (Premium Support) may be required.

  • Syandus works to remedy the Error and makes remediation available to the Customer via an update when possible.

  • Syandus informs Customer of completion or agreed resolution (“Time of Completion”).

2.4 - Remediation Time. The period between Time of Awareness and Time of Completion is the Remediation Time “Remediation Time” and shall be as follows:

2.5 - Resolution and Disputes: Parties agree to use reasonable efforts to resolve any Dispute with the remediation process. Syandus is committed to resolving any Error as described in this Section 2. If the Error cannot be resolved, the Customer has the right to either accept the outcome by continuing to use the Services or terminate the Services per Section 7.3 (Termination by Customer for Cause) within the Terms. This is the Customer’s sole remedy under this Section 2.

3  Monthly Service Availability

3.1 - Monthly Availability. The Services shall be available at least 99.5% of the time, 24 hours per day, 7 days per week (including holidays), measured on a calendar monthly basis (“Monthly Availability”). Monthly Availability is calculated as the total minutes the Services are available to Customer per month divided by the total minutes in a month, expressed as a percentage. This calculation shall exclude certain events (“Exclusions”) that are not considered service unavailability as described in Section 3.2 below:

3.2 - Exclusions. The following events are excluded from the calculation of Monthly Availability:

• • Catastrophic Events: The Services were unavailable due to incidents beyond the control of Syandus, including but not limited to acts of God, government actions, insurrection, war, riot, global health emergencies, explosions, nuclear incidents, fires, floods, earthquakes, global pandemics, or general unavailability of the internet service provider’s systems including outages of cloud service providers such as AWS.
  • Maintenance: The Services were unavailable due to planned maintenance, provided that Syandus gives the Customer at least three (3) days’ advance Notice, as described in the Terms. Syandus’ planned maintenance will not exceed 4 hours per month; usually, updates are fast, and this time is not needed. A one-hour window on Sunday (6:00 – 7:00 AM UTC) will be reserved for routine AWS updates, if needed.
  • Customer Issues: The Services were unavailable due to (a) the Customer’s use of software, network, browser, plugins, services, apps, integrations, hardware, or other equipment interfering with the Services; (b) the Customer’s or anyone on its behalf use of the Services in violation of or in a manner not authorized in the Terms; and/or (c) resulting from Distributed Denial of Service (DDoS) attacks and/or any other unlawful activity.

4  Credits for Service Unavailability

4.1 - “Service Unavailability” refers to any period during which the Services are not accessible or usable by the Customer, excluding the events listed as Exclusions in Section 3.2.

4.2 - Credit Percentage. Solely to the extent Customer is not in breach of the Terms, as a remedy for Syandus not meeting the Monthly Availability, subject to the terms of this Section 4, Syandus shall provide a credit to Customer’s Account (a “Service Unavailability Credit”) with the applicable Credit Percentage based on the Monthly Availability for that month, as detailed in the table below:

4.3 - Service Unavailability Credit Calculation. The Service Unavailability Credit to Customer shall be calculated by multiplying the applicable Credit Percentage by the Customer’s annual enterprise subscription fee divided by 12. These fees do not include Active User Credits. Service Unavailability Credits will be applied against Customer’s future payment obligations under the Terms and do not entitle the Customer to a monetary refund.

4.4 - Receiving Credit. Customer shall submit to Syandus a detailed Credit request via email (support [at] alivesim [.] com) within 60 days from the end of the month when service incident occurred. If the Customer does not submit the request within this sixty (60) day period, they will forfeit their right to receive a Service Unavailability Credit. The Service Unavailability Credit is the Customer’s sole remedy under this Section 3.

5  Disaster Recovery

5.1 - Backups. Syandus securely stores backup outside of the AliveSim Platform and Services environment. Backups to AWS data are automated within a separate AWS environment on the other side of the United States. Operational backups are through third parties and monitored daily.

5.2 - Communication. In the event of an occurrence, Syandus will communicate with the Customer as soon as possible given the event.

5.3 - Recovery Objectives. Syandus has implemented procedures to achieve the following recovery objectives:

• • RTO. Our target Recovery Time Objective (RTO) is 48 hours from the occurrence of a disruption. This means we aim to recover the platform and Services within 48 hours.
  • RPO. The target Recovery Point Objective (RPO), which is the maximum period that may lie between two data backups, is 24 hours. This means we aim to ensure that no more than 24 hours of data is lost in the event of a disruption.

6  Changes to this SLA

Syandus reserves the right to modify this SLA. In the event that any changes result in a decrease in the level of service, Syandus will notify the Customer via the methods described under the Notice section in the Terms.