Enterprise Service Level Agreement (SLA)

Last updated April 9, 2025

Effective Date: January 4, 2025

This Support and Availability Policy (the “Policy”) sets forth the policies and procedures with respect to the Services provided by Collate to Customer pursuant to a separate Enterprise Agreement between Collate and Customer (the “Customer Agreement”). Capitalized terms not defined herein shall have the meaning ascribed to them in the Customer Agreement.

Summary

As further described below, Collate will use commercially reasonable efforts to provide Customer with 99.9% availability to the Services (the “Services Availability”), excluding scheduled maintenance windows.

Availability

If the Services become substantially unavailable to Customer due to defects with the Services, Collate will respond to Customer (i) within eight ( 8 ) hours from Customer’s notification to Collate of such unavailability, if during normal business hours (Monday-Friday, 8:00am – 6:00pm Pacific), or (ii) within eight ( 8 ) hours of the start of the next business day, if outside of normal business hours.

The Services Availability will be measured on a monthly basis, with all hours weighted equally, but the Services Availability measurement will exclude reasonable scheduled downtime for system maintenance as well as any downtime or performance issues resulting from third party connections, services or utilities or other reason beyond Collate’s control (including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving Collate employees), computer, telecommunications, Internet service provider or hosting facility failures or delays involving hardware, software or power systems not within Collate’s possession or reasonable control, and denial of service attacks). If the Services are unavailable to Customer due to defects with the Services beyond the Service Availability metric, then, as Customer’s sole and exclusive remedy (and Collate’s sole liability), Collate will provide Customer a credit for the subsequent Services billing cycle as follows:

In order to receive downtime credit, Customer must notify Collate support within seventy-two (72) hours from the time of downtime, and failure to provide such notice will forfeit the right to receive downtime credit. All credits provided hereunder are nonrefundable. If Customer elects not to renew the Agreement, such that the above credit cannot be applied, Customer will have the option to receive up to one free month of Services as its sole remedy in lieu of such credit.