Service Level Agreement

Last Updated: May 2, 2026

This Service Level Agreement (the "SLA") sets out the service availability commitments PartnerOS, Inc. ("PartnerOS," "we," "us," or "our") makes to customers of the PartnerOS platform. This SLA is incorporated into the Master Services Agreement (the "MSA") between PartnerOS and the customer ("Customer"). Capitalized terms not defined here have the meanings given in the MSA.

1. Service Commitment

PartnerOS will use commercially reasonable efforts to make the PartnerOS platform (the "Service") available with a Monthly Uptime Percentage of at least 99.9% during each calendar month, excluding the events described in Section 5 (Exclusions).

2. Definitions

"Monthly Uptime Percentage" means the total minutes in a calendar month, minus the minutes of Downtime in that month, divided by the total minutes in the month, expressed as a percentage.

"Downtime" means a period of five or more consecutive minutes during which the Service is unavailable to Customer, as measured by PartnerOS's external monitoring. Downtime does not include any unavailability that falls within the Exclusions in Section 5.

"Service Credit" means a credit, denominated in days of additional Service, applied to Customer's account in accordance with Section 3.

3. Service Credits

If PartnerOS fails to meet the Monthly Uptime Percentage in any calendar month, Customer is eligible to receive Service Credits as follows:

Monthly Uptime Percentage

Service Credit

Less than 99.9% but at least 99.0%

10% of monthly fee

Less than 99.0% but at least 95.0%

25% of monthly fee

Less than 95.0%

50% of monthly fee

Service Credits are calculated as a percentage of the monthly subscription fee for the affected Service in the month in which the SLA was missed. Service Credits are applied as a credit toward future PartnerOS subscription fees.

4. How to Claim a Service Credit

To receive a Service Credit, Customer must submit a written request to support@partneros.com within thirty (30) days of the end of the month in which the SLA was not met. The request must include:

• Customer's account name

• The dates and times of the claimed Downtime

• Logs, screenshots, or other evidence reasonably supporting the claim

PartnerOS will validate the claim against its monitoring data and will respond within fifteen (15) business days. If the claim is approved, the Service Credit will be applied to the next billing cycle. Service Credits are Customer's sole and exclusive remedy for any failure of PartnerOS to meet the SLA.

5. Exclusions

The SLA does not apply to, and Downtime does not include, unavailability caused by:

• Scheduled maintenance, for which PartnerOS provides at least 48 hours' advance notice through the PartnerOS status page or email. Scheduled maintenance is performed during low-traffic windows where practical.

• Emergency maintenance required to address an active or imminent security issue, where prior notice is not possible.

• Force majeure events, including acts of God, war, terrorism, civil disturbance, government action, internet backbone outages, and natural disasters.

• Failures of Customer's systems, including Customer's network, devices, browsers, or third-party software outside PartnerOS's control.

• Failures of Customer-provided integrations, including Customer's identity provider, CRM, or any third-party system Customer connects to PartnerOS.

• Customer-caused issues, including misuse of the Service, exceeding documented rate limits, or failure to follow PartnerOS's reasonable instructions.

• Beta, preview, alpha, or trial features explicitly designated as such, and free-tier accounts.

• Suspension of Customer's account in accordance with the MSA, including for non-payment.

• Acts or omissions of third-party providers outside PartnerOS's reasonable control, except to the extent PartnerOS is contractually entitled to recovery from those providers and elects to pursue it.

6. Status, Monitoring, and Communication

• PartnerOS publishes the current operational status of the Service at status.partneros.com, which is updated in real time during incidents.

• PartnerOS measures uptime using external monitoring of representative endpoints across multiple geographic regions.

• During an active incident, PartnerOS will post updates to the status page at least every sixty (60) minutes until the incident is resolved.

• A post-incident summary will be published for incidents that meaningfully affected Customer use of the Service.

7. Support Response Times

In addition to the availability commitment above, PartnerOS responds to support requests submitted to support@partneros.com within the following targets, measured from receipt during PartnerOS business hours (Monday through Friday, 9:00 a.m. to 6:00 p.m. U.S. Central Time, excluding U.S. federal holidays):

Severity

Definition

First Response Target

P1 — Critical

Service is fully unavailable, or a security incident is suspected

Within 1 hour, 24 / 7

P2 — High

A core feature is unavailable or significantly degraded for the Customer

Within 4 business hours

P3 — Medium

A non-core feature is impaired, or there is a significant inconvenience

Within 1 business day

P4 — Low

Question, feature request, or minor issue

Within 2 business days

Response times reflect the time to first human response, not time to resolution. PartnerOS will work in good faith to resolve issues as quickly as practical.

8. Maximum Service Credits

Service Credits issued in any single calendar month will not exceed fifty percent (50%) of the monthly subscription fee for the affected Service for that month. Service Credits are non-transferable, have no cash value, and may not be redeemed for cash. Unused Service Credits expire upon termination of the MSA.

9. Eligibility

To be eligible for Service Credits, Customer must:

• Be in good standing with PartnerOS, including being current on all undisputed invoices.

• Be operating on a paid subscription plan (free, trial, beta, and preview tiers are not covered).

• Not be in material breach of the MSA at the time of the claim or the Downtime.

10. Sole Remedy and Limitation

The Service Credits described in this SLA are Customer's sole and exclusive remedy for any failure of PartnerOS to meet its availability commitments. Nothing in this SLA expands the limitation of liability set forth in the MSA.

11. Changes to this SLA

PartnerOS may update this SLA from time to time. Material changes will be communicated to Customer at least thirty (30) days before they take effect, through the PartnerOS application or by email to the Customer's designated administrator. Continued use of the Service after a material change takes effect constitutes acceptance of the updated SLA.

12. Contact

Questions about this SLA: legal@partneros.com 

Service availability claims: support@partneros.com 

Status page: status.partneros.com