Service Level Agreement

This Service Level Agreement ("SLA") is incorporated by reference into and forms part of the Master Services Agreement or Statement of Work between the Client and Ventaris Technology Group ("Company"). This SLA defines the performance standards, response commitments, escalation procedures, and remediation policies that govern the delivery of Managed IT Services. All terms used but not defined herein shall have the meanings ascribed to them in the applicable Master Services Agreement or Terms of Service.

This SLA applies exclusively to Clients enrolled in an active Managed IT Services subscription. Project-based engagements are governed by timelines established in the applicable Statement of Work.

1. Service Tier Commitments

Ventaris Technology Group offers three managed service tiers. Each tier defines availability targets, monitoring scope, and support access levels:

Uptime is calculated on a rolling calendar month basis and measured against the total available minutes in that month, excluding scheduled maintenance windows and exclusions defined in Section 5 of this SLA.

2. Incident Classification and Response Times

All support incidents are classified according to the following priority framework. Response time is defined as the time between incident acknowledgment by the Client's designated contact and initial substantive response by a Ventaris Technology Group engineer.

Priority	Definition	Response — Tier 1	Response — Tier 2	Response — Tier 3
P1 Critical	Complete service outage or security breach actively affecting business operations	4 hours	2 hours	30 minutes
P2 High	Significant degradation of core service affecting multiple users or critical systems	8 business hours	4 business hours	2 hours
P3 Medium	Partial service impact affecting non-critical functions or a limited number of users	2 business days	1 business day	4 business hours
P4 Low	General inquiries, minor issues, informational requests, and feature questions	5 business days	3 business days	1 business day

Resolution times are dependent on the nature and complexity of the incident and are not guaranteed. Ventaris Technology Group commits to providing regular status updates throughout the resolution process: every 2 hours for P1, every 4 hours for P2, and daily for P3 incidents.

3. Scheduled Maintenance

Ventaris Technology Group reserves a weekly scheduled maintenance window for routine system updates, patches, and infrastructure optimization activities:

• Standard Window: Sundays, 02:00 AM – 05:00 AM Mountain Standard Time
• Enterprise Tier: Maintenance scheduled individually in coordination with Client to minimize operational impact

Clients will receive a minimum of forty-eight (48) hours advance notice for standard scheduled maintenance. In the event of emergency maintenance required to address an active security threat or critical infrastructure failure, Ventaris Technology Group will provide notice as early as practicable and will work to minimize disruption. Downtime during scheduled maintenance windows is not counted against uptime calculations.

4. Service Credits

4.1 Credit Eligibility

In the event that Ventaris Technology Group fails to meet the monthly uptime commitment for the Client's enrolled tier, the Client may be eligible for service credits applied to their next billing cycle. Service credits are the sole and exclusive remedy for failure to meet uptime commitments.

4.2 Credit Schedule

Monthly Uptime Achieved	Service Credit
Below committed target, down to 99.0%	10% of monthly fee
Below 99.0%, down to 98.0%	20% of monthly fee
Below 98.0%	30% of monthly fee

4.3 Credit Request Procedure

Service credit requests must be submitted in writing within fifteen (15) business days of the end of the calendar month in which the SLA breach occurred. Requests must include the date, duration, and nature of the incident. Ventaris Technology Group will review and respond to credit requests within ten (10) business days.

5. SLA Exclusions

Uptime commitments and service credits do not apply to service interruptions or degradations caused by:

• Client-caused actions, misconfigurations, or unauthorized system modifications
• Third-party service provider outages beyond Ventaris Technology Group's control (e.g., ISP outages, cloud platform incidents)
• Scheduled maintenance windows as described in Section 3
• Force majeure events including natural disasters, government actions, or widespread infrastructure failures
• Client failure to implement recommended security patches or system updates within reasonable timeframes
• Denial-of-service or cyberattack events originating from external parties
• Failure of Client-owned hardware, software, or network components not under Ventaris management scope

6. Monitoring and Reporting

Ventaris Technology Group maintains continuous monitoring of in-scope infrastructure components using enterprise-grade monitoring platforms. The following reporting deliverables are provided based on service tier:

• Monthly Infrastructure Health Report: All tiers — includes uptime summary, incident log, patch status, and capacity trends.
• Weekly Performance Summary: Tier 2 and above — highlights key performance indicators and pending recommendations.
• Real-Time Dashboard Access: Tier 3 — live visibility into monitored infrastructure status and incident queue.
• Quarterly Security Review Report: Tier 2 and above — summarizes vulnerability findings, remediation activities, and threat landscape updates.

7. Escalation Procedures

If a Client is dissatisfied with incident handling or believes an SLA obligation has not been met, the following escalation path applies:

1. Level 1 — Support Engineer: Initial point of contact for all incidents submitted via the support portal or email.
2. Level 2 — Senior Engineer / Team Lead: Escalation for unresolved P1 or P2 incidents exceeding response time targets.
3. Level 3 — Account Manager: Formal escalation for recurring issues, service credit disputes, or relationship concerns.
4. Level 4 — Executive Review: Available to Enterprise tier Clients for critical unresolved matters requiring executive-level engagement.

8. Client Obligations

To ensure SLA commitments can be met, the Client agrees to:

• Provide Ventaris Technology Group with necessary administrative access to in-scope systems and infrastructure
• Designate a primary technical contact authorized to report incidents and approve change requests
• Respond to information requests from Ventaris Technology Group within one (1) business day during active incident resolution
• Implement security patches and system updates recommended by Ventaris Technology Group within the timelines specified in the recommendation
• Notify Ventaris Technology Group of planned changes to in-scope systems at least five (5) business days in advance

9. SLA Review and Amendments

This SLA will be reviewed annually or upon a material change in service scope or Client infrastructure. Amendments to this SLA require written agreement by both parties. Ventaris Technology Group reserves the right to update SLA terms upon thirty (30) days written notice, with continued enrollment constituting acceptance of revised terms.