SERVICE LEVEL AGREEMENT

Novee Security Inc.

Version 1.0 | April 2026

1. General. Subject to Customer’s compliance with its obligations under the applicable Subscription Agreement (“Agreement”), Novee Security Inc. and its affiliates (“Novee” or “Company”) will provide Customer with the support and maintenance services described in this Service Level Agreement (“SLA”) for the duration of the Agreement.

This SLA does not obligate Novee to dispatch personnel to Customer’s site or provide on-site services. Any changes to the terms of this SLA will be communicated to Customer in writing with a minimum of thirty (30) days’ advance notice. Any material changes to this SLA shall require a mutual written agreement between the parties.

2. Definitions.

Business Days	Monday – Friday. Excludes public holidays as agreed at contract signing.
Business Hours	8:00 AM – 8:00 PM Eastern Time on Business Days.
Downtime / Downtime Incident	Any period during which the Novee platform is unavailable or unresponsive, as measured by Novee’s monitoring systems. Downtime excludes: (i) scheduled maintenance communicated in advance; (ii) network disruptions outside Novee’s infrastructure; (iii) issues caused by Customer’s environment, third-party integrations, or misuse; (iv) force majeure events; (v) periods where Novee is awaiting Customer response or confirmation; and (vi) Downtime Incidents that are caused by the SLA Exclusions specified below.
Downtime Period	Total accumulated minutes in a calendar month during which a Downtime Incident is active.
Monthly Uptime Percentage	Calculated as: (Total minutes in month – Downtime Period) / Total minutes in month × 100.
Severity Level	The classification of a support issue based on its business impact, as defined in Section 5. The initial severity level will be determined by Customer in its reasonable discretion; provided, however, that Novee may adjust the severity level upon written justification.
Response Time	Time elapsed from receipt of a valid support request to Novee’s first meaningful acknowledgement and assigned owner.
Follow-up Cadence	Frequency of proactive status updates from Novee until issue resolution or workaround is in place.

3. Uptime Commitment. Novee will use commercially reasonable efforts to make its platform available with a Monthly Uptime Percentage of at least 99.5%. Uptime is measured on a calendar-month basis and reported via Novee’s status page.

Status Page. Novee maintains a real-time status page available at status.novee.security. Customers are encouraged to subscribe for automated incident and maintenance notifications.

4. Support Coverage & Business Hours. Novee’s support team operates Monday through Friday, 8:00 AM – 8:00 PM Eastern Time. The table below defines active support windows. Critical incidents are handled on a continuous basis regardless of the time of day.

Coverage	Days	Hours (Eastern Time)
Standard Support	Mon – Fri	8:00 AM – 8:00 PM ET

Support requests submitted outside Business Hours will be acknowledged on the next available Business Day, except for Severity 1 (Critical) incidents which are monitored and responded to globally on a 24/7 basis. To log a critical issue outside Business Hours, use the emergency contact provided at onboarding.

4.1 Submission Channels.

Email: support@novee.security (creates a ticket automatically)
Slack Connect: available for customers on dedicated Slack channels
Emergency contact: provided to designated customer contacts at contract signing — for Severity 1 use only

Note. All support requests must include: customer name, contact name, description of issue, steps to reproduce (if applicable), and business impact. Incomplete requests may delay response time. Incident communication shall be delivered via the channel through which the request was initially submitted, unless Customer requests otherwise in writing. Novee may, at any time, update the communication methods to be used in order to submit any issue to Novee’s support team.

5. Severity Classification & Response Times. Support issues are classified into four severity levels based on business impact. The table below defines each level and the expected response and follow-up times.

Severity Classification. Customers set the initial severity at submission. Novee reserves the right to reclassify the initial severity after initial assessment. Any reclassification is communicated immediately with written justification. Customers may escalate a disputed classification to their Customer Success Manager.

5.1 Severity Level Definitions.

Level	Label	Definition
Sev 1	Critical	The Novee platform is completely down and confirmed unreachable by Novee. All operations are blocked. No reasonable workaround exists. Sev 1 is declared and validated by Novee.
Sev 2	High	Core platform functionality is significantly disrupted. Security operations are partially blocked. A temporary reasonable workaround may exist but is not viable long-term.
Sev 3	Medium	A specific feature or workflow is partially disrupted. The platform remains reasonably usable overall. Includes non-critical configuration issues and degraded functionality in non-core areas.
Sev 4	Low	A general question, documentation request, or informational inquiry. No measurable operational impact.

5.2 Response Times.

Severity Level	Initial Response	Follow-up Cadence	Coverage
Sev 1 — Critical	4 Hours	Every 2 hours until resolved; Post-incident report shall be submitted within 5 Business Days of resolution	24 / 7
Sev 2 — High	6 Business Hours	Every 4 hours until resolved	Business Hours
Sev 3 — Medium	12 Business Hours	Every Business Day	Business Hours
Sev 4 — Low	1 Business Day	Within 3 Business Days	Business Hours

5.3 Escalation Path. If a response time SLAfor Sev 1 or Sev 2 is missed or a Customer is unsatisfied with progress, the following escalation path applies:

Customer Success Manager (CSM) — first point of escalation for all issues
Head of Customer Success — escalation for unresolved issues after 1 Business Day
VP Engineering — escalation for critical technical issues exceeding 4 hours
CPO — executive escalation for business-critical situations requiring executive judgment
VP Sales — escalation for business-side concerns or commercial relationship issues
CEO — final escalation for unresolved critical situations

Escalation contact information is provided to all customers at onboarding and kept current in your account profile.

6. SLA Exclusions. The following conditions are excluded from SLA calculations and response time commitments:

Scheduled maintenance windows announced at least 48 hours in advance via status page and email notification;
Downtime caused by third-party services, APIs, or integrations outside Novee’s control (e.g., cloud provider outages);
Issues resulting from Customer’s failure to follow Novee’s published integration or configuration guidelines;
Force majeure events including but not limited to natural disasters, war, or cyberattacks targeting Customer infrastructure;
Beta or preview features explicitly designated as pre-GA in documentation;
Periods where Novee is actively waiting for information, access, or confirmation from Customer to proceed with resolution;
Issues arising from unauthorized modifications to the platform or integrations by Customer or third parties;
Customer’s willful misconduct or negligence;
Customer’s use of the platform other than as permitted in the Agreement or the SLA;
Downtime resulted from the combination of the Novee’s platform with equipment or software not authorized or provided by Novee in the platform’s manuals, specifications or documentation.

7. Planned Maintenance.

Routine maintenance is scheduled during off-peak hours and communicated at least 48 hours in advance via the status page and email.
Emergency maintenance required to address active security vulnerabilities may be conducted with shorter notice; Novee will provide as much advance notice as operationally reasonably possible.
Planned maintenance does not count toward Downtime Period calculations.

8. General Terms.

8.1 Reporting & Review. Upon request, Novee will provide monthly uptime reports and support ticket summaries. Customers may request an SLA review meeting with their CSM on a quarterly basis.

8.2 Governing Law. This SLA is governed by the laws agreed upon in the applicable Agreement. Any disputes shall be resolved in accordance with the dispute resolution process defined in that Agreement.

8.3 Entire Agreement. This SLA supplements and is incorporated into the Agreement. In the event of a conflict between this SLA and the Agreement, the applicable Agreement shall prevail.

9. Acknowledgement. By signing below, the parties agree to be bound by the terms of this Service Level Agreement as of the Effective Date.