SLA

1. Maintenance and Support Services

a. Email Support. Unit21 personnel will be available to answer product questions and otherwise assist in troubleshooting problems that may occur in the day-to-day running of the Services. Questions and problems with the product must be submitted to Unit21 Support by opening a support ticket using email: [email protected] or web portal: https://support.unit21.ai

b. Slack Support. Customers who have purchased the Gold Support package have access to a dedicated Slack channel with Unit21 for project discussions or general questions. Slack is a business hours resource. There are no associated SLAs for response times. All communications with Unit21 are to be held through the allocated channel and not via direct message. All support related communications should be made pursuant to Section 1(a) of this Agreement.

c. Problem Notification and Emergency Outages. Unit21 will notify the customer personnel immediately upon discovery of any problem classified as critical or of any unscheduled maintenance procedures. The customer is required to provide a contact list of key personnel to Unit21 for this notification and maintain updates for accuracy.

d. Maintenance and Support. Unit21 will use best efforts to maintain and monitor the health of all the necessary hardware, software, bandwidth, and other facilities and equipment necessary to provide the customer with access to the services in accordance with the terms of the Agreement.

e. Issue Classifications and Definitions.
Problem severity will be determined using the following guidelines:

Level	Severity	Description
P0	Urgent	The customer experiences a sustained loss of service where critical features are completely unavailable for access for 15 minutes or more, and there is no reasonable workaround. Loss of access to these critical features constitute a P0 issue: Access to main dashboard interface Ability to create end-user triggered, production transactions through the API Ability to run ID verification and sanctions screening to on-board customers Performing actions on alerts and cases Filing SARs¹ Ability to accurately run Real Time Rules on transactions Please submit a P0 ticket by using the word "outage".
P1	High	The customer experiences a sustained loss of important service functionality of unreliable behavior from the system. Loss of function from these important features constitute a P1 issue: Production transaction monitoring rules not operating as defined ID verification and sanctions screening not operating as defined Alert/case pages on the dashboard taking more than 45 seconds to load Entity/event pages on the dashboard taking more than 45 seconds to load Production file exports stuck in 'pending' for more than 6 hours Data inserted into the system will be available within 60 minutes 95% of the time. For large data volumes (>1 million records in 24 hours), it should be available within 72 hours most of the time depending on the exact volume. Updates to the aggregations for Real Time Rules evaluation can be delayed by up to 60 minutes 95% of the time. Please submit a P1 ticket by using the word "urgent".
P2	Medium	Important features of the Unit21 SaaS are deteriorated and an alternative solution is available, or non-essential features of the Unit21 SaaS are unavailable and no workaround or alternative solution is available. The impact to the customer, regardless of usage of the Unit21 SaaS, is moderate to minimal in terms of loss of operational functionality or implementation resources.
P3	Low	Functionality errors, where the customer internal backup tool or workaround is available, system latency is mildly impacted.

¹ We guarantee the ability to file SARs to FinCEN, we cannot guarantee FinCEN’s response time on status.

f. Problem Response and Resolution Times. Unit21 will respond to problems in accordance with the following criteria, on a case by case basis:

Priority on Ticket	Severity	Initial Response Time	Status Updates	Target Resolution	Root Cause Analysis
Urgent	P0	0.5 hours	12 hours	ASAP to 24 hours	Yes
High	P1	12 hours	24 hours	72 hours	No
Medium	P2	24 hours	48 hours	96 hours	No
Low	P3	48 hours	96 hours	1 week	No

g. Problem Response and Resolution Times (Gold Support). For customers who have purchased Gold Support, Unit21 will respond to problems in accordance with the following criteria, on a case by case basis:

Priority on Ticket	Severity	Initial Response Time	Status Updates	Target Resolution	Root Cause Analysis
Urgent	P0	0.5 hours	12 hours	ASAP to 24 hours	Yes
High	P1	2 hours	24 hours	72 hours	No
Medium	P2	12 hours	48 hours	96 hours	No
Low	P3	12 hours	96 hours	1 week	No

(ii) Non-production environments

For all support questions and problems relating to Unit21 non-production environments (i.e. Sandbox environments), Unit21 will make reasonable efforts to respond promptly to all support tickets in any event within two (2) business days after receipt. Policy summarized sections 1(d) & 1(e) are not applicable to non-product environments. ”Business Day” means Monday through Friday, based on the time zone of Unit21’s primary place of business in San Francisco.

2. Service Availability

a. Scheduled Maintenance. Unit21 will keep the customer informed of any scheduled maintenance (“Scheduled Maintenance”), provided that downtime from Scheduled Maintenance shall not exceed eight (8) hours per calendar month and shall be planned to occur during off-peak times whenever practical. If the Scheduled Maintenance event has the capacity to cause Critical severity problems, Unit21 will notify the customer in writing at least forty-eight (48) hours in advance of the occurrence of Scheduled Maintenance.

b. Availability. Unit21 will use commercially reasonable efforts to make the Services available 99.9% of the time as measured on a ninety (90) day basis, excluding downtime for Scheduled Maintenance.

3. Continuity and Disaster Recovery

Unit21 will implement and maintain commercially reasonable procedures designed to promote the continuity of Services operations and to facilitate the prompt recovery of the Services in the event of a disaster or other failure, including an appropriate disaster recovery plan, emergency mode operation plan, and regular system and data backups.

Further elaboration is provided in the Unit21 Incident Response Plan.

4. Service Levels & Service Credits

Service Level commitments apply only to production environments. No Service Credit commitments apply to production and non-production environments.

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Support & Service Level Subject to Change.