Service Level Agreement

• Business Hours: 8:00 a.m. to 6:00 p.m. ET, Monday through Friday, excluding US federal holidays.
• After-Hours: All other times. After-Hours targets apply only to Services that the SOW identifies as including after-hours or 24x7 coverage; otherwise a ticket received After-Hours is treated as received at the start of the next Business Hours period.
• Incident: Any unplanned interruption, degradation, or reduction in service quality.
• Service Request: Any non-incident user request (new user setup, configuration change, information request).
• Response Time: Time from receipt of a ticket submitted through a support channel designated in the SOW or Client's onboarding materials until a Z7 technician acknowledges and begins working the ticket.
• Resolution Time: Time from ticket receipt until restoration of service or implementation of an acceptable workaround.
• Service Availability: Calculated monthly as (total minutes minus unavailable minutes) divided by total minutes, expressed as a percentage, measured in increments of not less than five continuous minutes by Z7's monitoring and ticketing records absent manifest error. Excludes Scheduled Maintenance, force majeure, and downtime caused by Client actions or Third-Party Products outside Z7's control. Availability commitments apply only to a service an SOW expressly identifies as carrying an availability target and that Z7 hosts or operates; for a Third-Party Product or Client-owned system, Z7 does not commit to the availability of the underlying product or system.
• Scheduled Maintenance: Planned maintenance during a standard window of Saturday 10:00 p.m. to Sunday 6:00 a.m. ET, or another window agreed in the SOW, for which Z7 gives at least 5 business days advance notice. Z7 will use reasonable efforts to limit Scheduled Maintenance affecting availability to no more than 8 hours per calendar month.
• Severity: Z7 assigns severity using the definitions in Section 2, taking into account the impact Client reports, and may reclassify a ticket as the facts develop.
• Capitalized terms not defined here have the meanings given in the Z7 Solutions Statement of Work Terms of Business.

Response Time and Resolution Time figures in this Section are targets, not guarantees. They describe Z7's good-faith service objectives, measured on a best-effort basis, and depend on factors including ticket submission through the designated channel, Client confirmation of severity, third-party vendor response, parts availability, root cause complexity, and Client access provisioning. A failure to meet a Response Time or Resolution Time target is not a breach and carries no service credit or other remedy. The only service-level commitment carrying a financial remedy is the Service Availability commitment in Section 4.

A Service Availability commitment applies only to a service that an SOW expressly identifies as carrying an availability target and that Z7 hosts or operates and can measure. For a Third-Party Product (including Microsoft 365, Google Workspace, and ISP or cloud-provider services) or a Client-owned system, Z7 does not commit to the availability of the underlying product or system. The Monthly Availability Target for a qualifying service is 99.5%, unless an SOW for that service expressly states a different target supported by agreed monitoring.

Credits do not stack across bands; the single band matching the month's measured availability applies, and the maximum aggregate credit in any month is 25% of that month's recurring fee for the affected service.

Service credits are Client's sole and exclusive financial remedy for any service-level shortfall, including any availability, response, or resolution shortfall, and do not stack with the warranty remedy in Section 11.2 of the Terms. To claim a credit, Client must submit a written request within 30 days after the end of the affected month, identifying the service, the month, and the basis. A credit will not be issued for a month in which Client's account for the affected service is more than 30 days past due or Client is in material breach. Z7 applies an issued credit against the next invoice for the affected service.

Chronic Failure. If Z7 misses the applicable Monthly Availability Target for the same service in three consecutive months, or in four months within a rolling six-month period, in each case for reasons within Z7's reasonable control and not within the Section 5 exclusions, Client may terminate the affected service in the applicable SOW for cause on 30 days written notice given within 30 days after the qualifying month, if the failure remains uncured. Termination under this paragraph is Client's sole and exclusive remedy for chronic failure, is limited to the affected service, does not refund fees for service actually rendered, and does not trigger an early-termination fee. This paragraph does not apply to a government Client except as permitted by its governing law.

These events do not count against availability or response targets:

• Scheduled Maintenance, provided 5 business days advance notice
• Emergency maintenance to address security incidents or critical vulnerabilities
• Force majeure events under the Statement of Work Terms of Business
• Third-Party Product or service provider outages outside Z7's reasonable control (Microsoft 365, Google Workspace, ISP outages, cloud provider outages)
• Issues caused by Client's actions or configurations, or by a Security Recommendation or other written Z7 recommendation that Client declined, deferred, or did not implement (Section 5.2 of the Terms)
• Issues caused by Client-managed systems where Z7 has not been contracted to manage
• Issues resulting from network or environmental conditions in Client facilities that Z7 has documented and recommended remediation for
• Suspension of Services permitted under the Terms, including suspension for non-payment under Section 6.3 or for an Acceptable Use Policy violation under Section 4.9
• Downtime during a maintenance, change, or remediation window requested or approved by Client
• Beta, preview, early-access, pilot, or evaluation features, which are excluded from this SLA under Section 11.5 of the Terms
• Denial-of-service or other third-party attacks, except to the extent the resulting downtime is directly caused by Z7's failure to meet its obligations
• Malware, ransomware, intrusion, or other malicious acts of third parties affecting systems that Z7 does not host, except to the extent caused by Z7's breach of the Terms or an SOW, negligence, or willful misconduct
• Client's failure to provide timely access, information, approvals, or cooperation, or to keep its hardware and software on versions that their vendors support

• Where the SOW includes service reporting, Z7 provides Client a monthly Service Report summarizing tickets, incidents, response and resolution times, and availability
• Quarterly Business Review meeting available on request
• Where the SOW includes portal access, Client can view its ticket data through the Z7 customer portal