Service Level Agreement

This Service Level Agreement ("SLA") describes the availability commitment and service credit process that Aspect Ratio, Inc. ("Aspect," "we," "us," or "our") provides to customers with a paid Enterprise subscription ("you" or "Customer").

1. Application and Relationship to Other Agreements

This SLA supplements the Aspect Terms of Service and your applicable Order Form, or the separate subscription agreement that governs your use of the Services (together, the "Agreement"). Defined terms used here have the meanings assigned in the Agreement unless this SLA provides a different definition. The availability commitment applies to the following functions included in your paid Enterprise subscription (the "Covered Functions"):

File access
File uploads and downloads
Mount access through the Aspect desktop application
Previews and proxy playback

Other functions are outside the scope of this SLA unless your Order Form expressly includes them. Free access, trial subscriptions, and other subscription plans do not include this SLA unless your Order Form expressly provides otherwise. An applicable Order Form or separately negotiated written agreement takes priority over this SLA where it expressly provides different service levels. Otherwise, this SLA governs the availability commitment and related service credits, and the Agreement continues to govern all other matters, including payment, data protection, limitations of liability, and dispute resolution.

2. Monthly Availability Commitment

Aspect will take commercially reasonable steps to maintain 99.95% availability of the Covered Functions in each calendar month, after the exclusions described below. This percentage is the "Availability Commitment." For purposes of this SLA:

Scheduled Downtime is the actual period of unavailability for planned maintenance that qualifies under Section 3.
Excused Downtime is the actual period of unavailability attributable to an exclusion in Section 4.
Unscheduled Downtime is the remaining time when one or more of the Covered Functions are unavailable for your use.
Eligible Minutes are the minutes in the calendar month during which this SLA applies to your subscription, less Scheduled Downtime and Excused Downtime.

We calculate availability for each calendar month using Coordinated Universal Time (UTC). Downtime is measured in minutes, beginning when a Covered Function becomes unavailable and ending when the affected function is available again. Overlapping interruptions count only once, and a minute excluded as Scheduled Downtime or Excused Downtime is not also counted as Unscheduled Downtime. Monthly Uptime Percentage = ((Eligible Minutes - Unscheduled Downtime) / Eligible Minutes) x 100. This calculation removes excluded downtime from both the time available for measurement and the time counted as available. If there are no Eligible Minutes in a month, no uptime percentage or service credit is calculated for that month. A Monthly Uptime Percentage below the Availability Commitment qualifies for a service credit under Sections 5 and 6.

3. Planned Maintenance

We may schedule periods of unavailability to maintain the Services, perform backups, or install updates. We will make reasonable efforts to give you at least seven days of advance notice of this work. Scheduled Downtime will be arranged in advance for off-peak periods measured in U.S. Eastern Time and will total no more than eight hours in a calendar month. If a planned interruption is expected to last longer than two hours, we will also notify you by email. Only the time when one or more Covered Functions are actually unavailable is counted as Scheduled Downtime. Maintenance time beyond the eight-hour monthly allowance is included in Unscheduled Downtime unless it independently qualifies as Excused Downtime. An interruption does not become Scheduled Downtime merely because maintenance is performed while it is occurring. Aspect will use its daily system logs to record maintenance interruptions and other periods of unavailability.

4. Excluded Interruptions

An interruption is Excused Downtime to the extent it results from any of the following:

A failure of a third-party vendor's service or infrastructure
Disruption of the public Internet or another circumstance outside Aspect's reasonable control
Your hardware or software, or hardware or software supplied by a third party
An event covered by the Agreement's force majeure provisions

These periods do not count toward Unscheduled Downtime or a failure to meet the Availability Commitment.

5. Service Credits

A "Service Credit" is an amount applied against future fees for the Services. It is calculated by multiplying the applicable percentage below by the fees payable for the Services under your Enterprise subscription for the month in which the interruption occurred ("Monthly Services Fees"). If you pay for a longer subscription period in advance, we use the portion of those fees attributable to the affected month, rather than the full prepaid amount.

Monthly Uptime Percentage	Credit as a percentage of Monthly Services Fees
99.95% or higher	No credit
At least 99.00%, but below 99.95%	10%
At least 95.00%, but below 99.00%	25%
Below 95.00%	50%

Only one credit tier applies to a month's measured availability. Credits for separate interruptions in that month are not added together, and the total Service Credit cannot exceed 50% of the Monthly Services Fees for that month. An approved Service Credit will be applied to future use of the Services within 60 days of your request. Service Credits are billing adjustments for continued use of the Services and are not cash refunds. To the extent permitted by applicable law, the Service Credits described here are your only remedy for a failure to meet this SLA. This remedy provision concerns the commitments in this SLA and does not replace the Agreement's provisions governing other obligations.

6. Requesting a Credit

To request a Service Credit, send a written claim to support@aspect.inc no later than 30 days after the end of the calendar month for which the credit is sought. Include:

Your organization name and the affected workspace or account
The date, start time, end time, and time zone of each interruption
A description of the Covered Functions that were unavailable
Log files documenting the interruption and when it occurred

Both the written request and supporting logs must be provided within that deadline. A claim that does not meet these requirements is not eligible for a Service Credit. Aspect will assess the request in good faith using its system logs, monitoring data, configuration history, your supporting records, and any other relevant information. If the parties disagree about an interruption or the credit calculation, Aspect will make a good-faith determination using those records, subject to the Agreement's dispute resolution provisions.

7. Contact

Report service interruptions and submit credit requests to support@aspect.inc. Direct questions about this SLA or its relationship to your Agreement to legal@aspect.inc.