Service Level Agreement

Effective Date: March 1, 2026

This Service Level Agreement (the “SLA“) is incorporated into and forms part of the Inteveo EcoLink Master Terms and Conditions (the “Terms“). Capitalized terms not defined here have the meanings given in the Terms. This SLA applies only to Services identified in an executed Service Agreement and only during periods for which Customer’s account is current.

1. AVAILABILITY COMMITMENT

1.1 Covered Services. This SLA covers the EcoLink Integration Platform — the hosted software, integration, transcription, recording-management, and administrative services Company provides directly — as identified in the Service Agreement.

1.2 Availability Commitment. Company will use commercially reasonable efforts to make the Covered Services Available 99.9% of the time in each calendar month (the “Availability Commitment“), measured as set out in Section 2.

1.3 Third-Party Provider services. Voice transport, call origination and termination, number provisioning, and related hardware are provided by a Third-Party Provider under a separate agreement between Customer and that provider. Any service level commitment for those services is given by that provider, exists solely under that agreement, and is enforceable by Customer only against that provider. Company gives no availability commitment for Third-Party Provider services, makes no representation as to that provider’s service levels, does not pass through and is not a guarantor of them, and outages originating with a Third-Party Provider are excluded from the Availability Commitment under Section 3.

1.4 Sole and exclusive remedy. The service credits described in Section 4 are Customer’s sole and exclusive remedy for any failure to meet the Availability Commitment or for any unavailability, interruption, degradation, or failure of the Services. This Section supplements and does not limit the disclaimers and limitations of liability in Section 11 of the Terms.

2. MEASUREMENT

2.1 Definition of Available. The Covered Services are “Available” when Customer is able to access and use their material functions. The Covered Services are “Unavailable” only during a period of complete loss of that ability, affecting Customer generally rather than an individual user or device, and confirmed by Company’s monitoring systems.

2.2 Formula. Monthly availability is calculated as:

Availability % = ((Total Minutes in the calendar month − Unavailable Minutes) ÷ Total Minutes in the calendar month) × 100

2.3 Measurement basis. Availability is measured per calendar month, per Covered Service, using Company’s monitoring, logging, and ticketing records. Those records are the authoritative measure of Availability absent manifest error.

2.4 What is not Unavailability. Degraded performance, reduced call quality, latency, jitter, packet loss, delayed transcription, delayed synchronization, individual feature faults, and issues affecting fewer than all of Customer’s users are not Unavailability for purposes of this SLA.

2.5 Start and end of an outage. An Unavailability period begins at the earlier of (a) the time Company’s monitoring detects the outage, or (b) the time Customer opens a Severity 1 support ticket under the Support Policy, and ends when the material functions are restored.

3. EXCLUSIONS

Unavailable Minutes do not include, and the Availability Commitment does not apply to, any unavailability caused by or occurring during:

(a) Scheduled Maintenance performed within the windows described in Section 5;

(b) Emergency Maintenance reasonably necessary to preserve the security, integrity, or stability of the Services;

(c) Third-Party Provider outages, including carrier, telephony provider, cloud hosting, agency management system, and integration partner failures;

(d) Customer’s environment — Customer’s local network, LAN, WAN, wiring, routers, switches, firewalls, VPN, internet access, bandwidth, electrical power, or premises;

(e) Customer equipment, including handsets, headsets, computers, mobile devices, and software not provided by Company;

(f) Customer acts and omissions, including misconfiguration, unauthorized changes, failure to follow the Documentation, failure to apply required updates, credential compromise, and acts of Customer’s users or contractors;

(g) Suspension of the Services under Section 5.7 of the Terms, including for non-payment or breach of the AUP;

(h) Force Majeure as described in Section 15.9 of the Terms, including denial-of-service and other cyberattacks, cloud provider failures, carrier outages, and utility or internet failures;

(i) Beta, evaluation, trial, and no-charge Services, which are excluded from this SLA entirely under Section 10.3 of the Terms;

(j) Services provided at Customer’s direction outside the Documentation, or unsupported configurations, integrations, or customizations; and

(k) Any period during which Customer’s account is past due on undisputed amounts.

4. SERVICE CREDITS

4.1 Credit schedule. If Company fails to meet the Availability Commitment for a Covered Service in a calendar month, Customer is eligible for a credit calculated as a percentage of the Monthly Recurring Charge for the affected Covered Service for that month:

Monthly Availability

Service Credit

99.9% or greater

No credit

99.0% to 99.89%

5% of the affected MRC

98.0% to 98.99%

10% of the affected MRC

95.0% to 97.99%

25% of the affected MRC

Less than 95.0%

50% of the affected MRC

4.2 Maximum credit. The total service credits issued for any calendar month may not exceed fifty percent (50%) of the Monthly Recurring Charge for the affected Covered Service for that month, regardless of the number or duration of outages.

4.3 How to claim. Customer must request a credit in writing within fifteen (15) days after the end of the month in which the outage occurred, to the address in Section 15.8 of the Terms or through the support portal, identifying the affected Service, the dates and times of the outage, and the associated ticket numbers. A request submitted after that period is waived.

4.4 Form of credit. Credits are applied against future invoices only. Credits are not refunds, are not payable in cash, do not accrue interest, are not transferable, and may not be offset against amounts due, including the Early Termination Charge. Credits are forfeited on termination.

4.5 Eligibility. Credits are available only where Customer’s account is current on undisputed amounts at the time of the outage and at the time of the request.

5. MAINTENANCE

5.1 Scheduled Maintenance. Company performs routine maintenance during a standard window of Saturday 12:00 a.m. to 6:00 a.m. U.S. Central Time. Company will provide at least five (5) business days’ notice of Scheduled Maintenance expected to interrupt the Services, by email to Customer’s designated administrative contacts or through the support portal.

5.2 Emergency Maintenance. Company may perform Emergency Maintenance at any time where reasonably necessary to address a security vulnerability, a threat to service integrity, a carrier or vendor requirement, or a defect materially affecting the Services. Company will provide as much notice as is practicable under the circumstances.

5.3 Notice of planned changes. Company will give reasonable advance notice of changes expected to require Customer action, such as firewall or configuration updates.

6. CHRONIC OUTAGE

6.1 Trigger. If a Covered Service falls below 99.0% monthly availability in three (3) consecutive calendar months, and Customer has properly claimed credits for each of those months under Section 4.3, Customer may terminate the affected Covered Service without an Early Termination Charge as to that Service by giving written notice within thirty (30) days after the end of the third month.

6.2 Scope and waiver. This right applies only to the affected Covered Service and does not affect Customer’s obligations for any other Service or for the balance of the Term as to those other Services. Failure to give notice within the period waives the right, and availability in any subsequent month resets the three-month count.

6.3 Exclusive remedy. Termination under this Section, together with the credits in Section 4, is Customer’s sole and exclusive remedy for chronic unavailability.

7. SUPPORT

Support hours, severity definitions, response targets, and escalation procedures are set out in the EcoLink Support Policy, incorporated into the Terms under Section 2.5. Support response targets are not availability commitments and do not give rise to service credits under this SLA.

8. CHANGES TO THIS SLA

Company may update this SLA in accordance with Section 2.5 of the Terms, on thirty (30) days’ notice for material changes. Current and prior versions are available at /legal.

Inteveo EcoLink, LLC — Service Level Agreement, Version 3.26

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