Service Level Agreement

#1. Service Commitment

OraServ recognizes that field service operations require constant connectivity. We commit to providing a Monthly Uptime Percentage of at least 99.9% for our core platform and mobile APIs during any given calendar month.

#2. Uptime Calculation

Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of minutes during the month in which the OraServ platform was in a state of "Downtime." Downtime is defined as a total loss of external connectivity or platform unavailability, excluding Scheduled Maintenance.

#3. Scheduled Maintenance

"Scheduled Maintenance" means periods of Downtime related to network, hardware, or software maintenance or upgrades. We will publish notice or notify you at least 48 hours prior to the commencement of such maintenance. Scheduled Maintenance is typically strictly limited to weekends between 2:00 AM and 4:00 AM EST.

#4. Service Credits

If the Monthly Uptime Percentage drops below our commitment, you are eligible to receive a Service Credit against your future monthly subscription bill:

• 99.0% to 99.89% Uptime: 10% Service Credit
• 95.0% to 98.99% Uptime: 25% Service Credit
• Below 95.0% Uptime: 50% Service Credit

#5. Credit Request Procedures

To receive a Service Credit, you must submit a claim to OraServ Support within thirty (30) days of the incident. Your claim must include the dates and times of the Downtime and any relevant error screenshots or logs.

#6. SLA Exclusions

The SLA does not apply to any performance or availability issues:

• Due to factors outside our reasonable control (e.g., natural disaster, war, AWS regional outage).
• That resulted from your equipment, third-party software, or third-party integrations.
• That resulted from abuses or other behaviors that violate the Acceptable Use Policy.