Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) describes the service availability targets, maintenance policies, and support response expectations for the Paragility platform (“Services”). This SLA is incorporated by reference into the Master Subscription Agreement (“Agreement”) between Paragility, LLC (“Paragility”) and the Customer.

Paragility will use commercially reasonable efforts to make the Services available at least 99.9% of the time, measured on a monthly basis (“Availability Target”).

“Available” means the Services are operational and accessible to Customer, excluding periods of unavailability due to:

• Scheduled Maintenance (Section 2);
  
• Force Majeure events (e.g., natural disasters, war, strikes, pandemics);
  
• General internet outages or failures of Customer’s own systems or networks;
  
• Actions or inactions of Customer or third parties acting on Customer’s behalf; or
  
• Failures of third-party service providers or platforms not operated or controlled by Paragility (e.g., hosting, cloud infrastructure, third-party APIs).

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If Paragility fails to meet the Availability Target in a given calendar month, and Customer notifies Paragility in writing within thirty (30) days of the end of that month, Customer will be eligible to receive a service credit equal to 5% of the monthly Fees for each full 1% by which availability falls below the Availability Target, up to a maximum of 10% of the monthly Fees for the affected month. Service credits will be applied to Customer’s next invoice. Service credits are Customer’s sole and exclusive remedy for failure to meet the Availability Target.

Paragility may perform periodic maintenance to improve or maintain the performance, reliability, and security of the Services.

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• Routine Maintenance: Routine maintenance is typically scheduled outside of normal North American business hours (7:00 AM–7:00 PM Central Time, Monday through Friday).
  
  
• Notification: Paragility will provide advance notice of any maintenance that is expected to materially impact Service availability during normal business hours.
  
  
• Maintenance performed outside of normal business hours that does not materially impact availability does not require advance notice.

Paragility monitors its Services and underlying infrastructure for availability and performance. If Paragility becomes aware of a Service outage or significant performance degradation, it will work to promptly diagnose and remediate the issue.

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Paragility will post updates regarding known system outages, performance degradations, or maintenance events at https://status.paragility.com, which serves as the primary method of communicating real‑time service status to Customers. Customers are encouraged to consult this status page for current information about service availability and incidents.

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If a Security Incident (as defined in the Agreement) occurs, notification and mitigation will be handled in accordance with the Agreement (see “Data Privacy and Security” section).

Customer is responsible for:

• Maintaining appropriate configuration and use of the Services.
  
• Ensuring its own internet connectivity and device functionality.
  
• Restricting and managing access to the Services by its Authorized Users.

For questions or technical support, Customers may contact Paragility at support@paragility.com.

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Paragility aims to respond to support inquiries within one (1) business day, though response times may vary based on severity and complexity of the issue.

Paragility may update this SLA from time to time by posting an updated version at https://paragility.com/sla. Updates will not materially reduce the commitments herein without notice to Customer.