Service Level Agreement (SLA)

CapEngage warrants that the core SaaS platform, REST APIs, and omnichannel message dispatch services will maintain a Monthly Uptime Percentage of at least 99.9% during any calendar month.

Monthly Uptime Percentage is calculated as follows: `Uptime % = [(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month] x 100`

Downtime calculation excludes the following excused events:

1. Scheduled Maintenance: Upgrades performed during low-traffic weekend windows with at least 48 hours' advance notice posted on our Status Page (status.capengage.com). 2. Force Majeure: Outages caused by events beyond CapEngage's reasonable control (natural disasters, regional ISP cable cuts, major cloud provider infrastructure failures). 3. Third-Party Network Delays: Delays originating from Meta WhatsApp servers, cellular SMS carrier networks, or Customer's own internet service provider.

CapEngage provides 24/7 technical support for Enterprise customers with guaranteed initial response SLAs based on incident severity:

• Severity 1 (Critical Outage): Core platform down, API un-responding, or total dispatch failure impacting all users. Target Response Time: Within 15 minutes (24/7/365). • Severity 2 (Major Impact): Core feature severely degraded, campaign dispatch delayed, or major integration error with no immediate workaround. Target Response Time: Within 1 hour. • Severity 3 (Moderate Impact): Non-critical feature bug, minor UI display error, or reporting anomaly with available workaround. Target Response Time: Within 4 business hours. • Severity 4 (Low Impact / General Inquiry): Feature requests, documentation questions, or general account assistance. Target Response Time: Within 1 business day.

If CapEngage fails to meet the 99.9% Monthly Uptime Percentage, eligible Customer accounts are entitled to receive Service Credits applied against future monthly invoice fees:

• Monthly Uptime < 99.9% but >= 99.0%: 10% Service Credit • Monthly Uptime < 99.0% but >= 95.0%: 25% Service Credit • Monthly Uptime < 95.0%: 50% Service Credit

To request a Service Credit, Customer must submit a written request to billing@capengage.com within thirty (30) calendar days following the end of the month in which the outage occurred.