Updated: May 11, 2025

Service Level Agreement

General Support Services and Channels Incident Response Time – Service Level Priority Descriptions Service Uptime – Availability Service Level Changes to this SLA

If not expressly defined in this Service Level Agreement (“SLA”), capitalized terms used herein shall have the meaning ascribed thereto in the applicable agreement to which this SLA is attached (“Agreement”).

1. General

Flarion Inc. (the “Company”) will make best efforts that support personnel will be available to answer questions and assist in troubleshooting problems that may occur while using the Service.

2. Support Services and Channels

Company’s channels shall be available during regular working business hours Sunday to Thursday 8 am to 5 pm CET. Company’s support can be contacted in English by the designated per-customer Slack channel or by email at support@flarion.io.

3. Incident Response Time – Service Level Priority Descriptions

The Company will provide support in response to all communications within the response time set forth below, based on the priority level of the incident according to the terms and response time listed below, either directly or through Company’s representatives (the “Support Services”).

Severity	Description	Response Time to initial handling
Critical	Service is inaccessible or not functioning, significant impact threatening productivity	1-4 hours
High	Incident impact is high, Service is proceeding but in an impaired fashion	4-12 hours
Medium	Incident does not have significant current impact	12-24 hours
Low	Incident regards a question to the usage of the Service or otherwise of an informative nature	2 business days

In this table-

“Response Time” means the duration between the receipt of a support request by Customer and the initial response by Company to the Customer for clarification of the incident.

The Company will make commercially reasonable efforts to respond to support requests within the response time set forth above.

4. Service Uptime – Availability Service Level

The core functions of the components of the Service provided in a Software-as-a-Service model, if applicable (the “SaaS Service”), shall be available no less than 99.9% of the time twenty-four (24) hours per day, seven (7) days per week, including holidays measured on a monthly basis.
“Service Unavailability” is defined as the number of minutes in a given month in which the SaaS Service was not available to the Customer, excluding the exclusions set forth in Section ‎4.4 herein, as measured by Company’s monitoring systems.
Exclusions to Service Unavailability:
1. Force Majeure, where the SaaS Service was unavailable due to an incident which was not within the control of the Company including unavailability caused by acts of God, acts of government, insurrection, war, riot, explosion, nuclear incident, fire, flood, earthquake, pandemic, unavailability of telecommunications and internet service due to general unavailability of telecommunication or internet service or hosting provider’s systems or other catastrophic event beyond the reasonable control of the Company.
2. The SaaS Service was unavailable due to planned maintenance, provided that the Company provides the Customer at least three (3) days’ advance notice (via email) that the SaaS Service shall be unavailable due to maintenance and/or upgrading.
3. The SaaS Service was unavailable due to (a) issues resulted from Customer’s Service, network or hardware or third party, network service or hardware, or both; (b) resulted from abuses or other behaviors that violate the Agreement; (c) caused by Distributed Denial of Service (DDoS) attacks and/or other unlawful activity or (d) resulted from any actions or inactions of the user (e.g. misconfiguration, not installing patches or bug-fixes).

5. Changes to this SLA

The Company may modify this SLA, provided the level of service will not materially decrease during the Customer’s subscription term.