Service Level Agreement

Last Updated: July 20, 2026

Squirrelly Technologies Private Limited

This Service Level Agreement ("SLA") forms part of, and is incorporated by reference into, the Agreement between Flexprice and the Customer. It records the availability commitment for the Services and the Customer's remedy where that commitment is not met on a sustained basis. This SLA provides service credits as the Customer's sole monthly financial remedy for a failure to meet the Availability commitment (Clause 6), together with a right to terminate for chronic unavailability (Clause 5). The availability commitment and service credits apply to hosted deployments only; for an on-premise deployment, the On-Premise Deployment Addendum disapplies the availability commitment and the service credits. Capitalised terms used but not defined in this SLA have the meanings given in the Master Terms of Service (the "Master Terms"). If this SLA and the Master Terms conflict, this SLA prevails on service levels.

1. DEFINITIONS

1.1 "Availability" means the percentage of time in a calendar month during which the Services are available for access and use by the Customer, calculated in accordance with Clause 3.

1.2 "Downtime" means any period during which the Services are not available for access and use by the Customer, as measured by Flexprice's monitoring systems, excluding any period attributable to an Exclusion.

1.3 "Exception" or "Exclusion" means any of the circumstances set out in Clause 4 that are excluded from the calculation of Availability and Downtime.

1.4 "Scheduled Maintenance" means maintenance of which Flexprice gives the Customer at least 48 (forty-eight) hours' prior notice and which, save in an emergency, is carried out during a standard maintenance window.

1.5 "Service Tier" means the applicable service level tier — Standard or Premium — as set out in the applicable Order Form, and as further described in Clause 2.

2. SERVICE TIERS

2.1 The Services are provided under one of two Service Tiers, as specified in the applicable Order Form. The Standard tier applies by default. The Premium tier applies only where expressly selected in an Order Form and on payment of any applicable Premium fee. The commitments for each tier are as set out below.

Response targets describe the time within which Flexprice will acknowledge and begin working a support request of the relevant priority; they are targets and not availability commitments, and carry no financial remedy.

3. AVAILABILITY CALCULATION

3.1 Availability for a calendar month is calculated as: Availability (%) = ((Total Minutes in the month − Downtime Minutes) ÷ Total Minutes in the month) × 100, where Downtime Minutes exclude any period attributable to an Exclusion under Clause 4.

3.2 Availability is measured by Flexprice's monitoring systems. Flexprice will make availability data available to the Customer on reasonable request where the Customer is considering exercising its termination right under Clause 5.

4. EXCLUSIONS

4.1 The following are excluded from the calculation of Availability and Downtime, and do not count towards the chronic-unavailability thresholds in Clause 5:

• Scheduled Maintenance, and emergency maintenance reasonably required to preserve the security or integrity of the Services;

• any unavailability caused by a Force Majeure Event as defined in the Master Terms;

• any unavailability caused by the Customer's or a User's acts or omissions, including misuse of the Services, breach of the Agreement, or use inconsistent with the Documentation;

• any unavailability caused by the Customer's equipment, software, network, or connectivity, or by third-party services, systems, or infrastructure not within Flexprice's reasonable control;

• for an on-premise deployment, any unavailability arising from the Customer's environment, infrastructure, configuration, or failure to apply an update or patch made available by Flexprice; and

• suspension of the Services in accordance with the Master Terms.

5. CHRONIC UNAVAILABILITY AND TERMINATION

5.1 If the Services fail to meet the applicable Availability commitment on a sustained basis, the Customer may terminate the affected Services on written notice where, in respect of the applicable Service Tier, either:

• Availability falls below the applicable monthly commitment (99.5% for Standard; 99.9% for Premium) in each of 3 (three) consecutive calendar months; or

• Availability falls below 95.0% (ninety-five percent) in any single calendar month.

5.2 The Customer must exercise this right, if at all, within 30 (thirty) days after the end of the month (or the third consecutive month, as applicable) that gives rise to it, failing which the right lapses for that event. On termination under this Clause 5, Flexprice will refund the Fees prepaid for the terminated Services for the period after the effective date of termination. This termination right is in addition to the Customer's right to service credits under Clause 6 (Service Credits), which are the Customer's sole monthly financial remedy for a failure to meet the Availability commitment.

6. SERVICE CREDITS

6.1 This Clause 6 applies to hosted deployments only. For an on-premise deployment, the On-Premise Deployment Addendum disapplies the Availability commitment and the service credits in this Clause 6, since the Customer controls the environment.

6.2 Where Availability in a calendar month falls below the applicable monthly Availability commitment for the Customer's Service Tier, the Customer is entitled to a service credit calculated as a percentage of the Fees payable for the affected Services for that month, as follows: (a) below the applicable commitment but at or above 99.0% — 10% (ten percent); (b) below 99.0% but at or above 95.0% — 25% (twenty-five percent); and (c) below 95.0% — 50% (fifty percent). The total service credits for any single calendar month shall not exceed 50% (fifty percent) of the Fees payable for the affected Services for that month.

6.3 To claim a service credit, the Customer must submit a written request, with reasonable supporting detail, within 30 (thirty) days after the end of the month to which the credit relates; a failure to do so within that period waives the claim for that month. Service credits are applied against future Fees payable by the Customer or, where no further Fees are payable, refunded.

6.4 Service credits under this Clause 6 are the Customer's sole and exclusive monthly financial remedy for a failure to meet the Availability commitment. Service credits are treated as an agreed price adjustment and not as damages, and accordingly are not subject to, and do not count towards, the limitation of liability cap in the Master Terms. This Clause 6 is without prejudice to the Customer's termination right for chronic unavailability under Clause 5.

7. GENERAL

7.1 This SLA applies only to the Services and Service Tier identified in the applicable Order Form. Flexprice may update this SLA from time to time in accordance with the change-of-terms provision of the Master Terms, provided that no such update will reduce the Availability commitment for the remainder of the Customer's then-current subscription term.