Service Level Agreement

Effective date: June 4, 2026 This Service Level Agreement ("SLA") applies to paid EnDetect Subscriptions during an active term. It supplements the Terms of Service and Support policies. 1. Scope This SLA covers the EnDetect cloud admin console, agent check-in and policy delivery, standard dashboards, and email support for production incidents. It does not cover trial-only accounts, on-premise deployments unless stated on the order, or issues caused by Customer network blocks, endpoint security tools quarantining agents, or unsupported operating systems. 2. Uptime target We target 99.5% monthly uptime for the hosted admin console and ingestion APIs, excluding scheduled maintenance announced at least 24 hours in advance. Uptime is measured per calendar month. Maintenance windows prefer IST off-peak hours where practicable. 3. Severity definitions - Critical (P1): Production admin console unavailable or widespread agent check-in failure affecting most licensed users. - Major (P2): Material feature degradation (reports not generating, alerts not firing) with a workaround unavailable. - Minor (P3): Non-critical defect or single-team impact with a reasonable workaround. - General (P4): How-to questions, configuration guidance, or cosmetic issues. 4. Response and resolution targets Business hours for SLA clocks: Monday to Friday, 9:00 AM to 6:00 PM IST, excluding Indian public holidays. | Severity | First response target | Resolution target | |----------|----------------------|-------------------| | Critical (P1) | 4 business hours | 24 to 48 business hours | | Major (P2) | 1 business day | 2 to 3 business days | | Minor (P3) | 1 business day | 5 to 7 business days | | General (P4) | 2 business days | 7 business days | Resolution means restoration of service or delivery of an agreed workaround. Root-cause fixes for non-critical defects may ship in a subsequent release with a communicated timeline. 5. Customer cooperation To meet SLA targets, Customer will provide: (a) a technical point of contact; (b) affected user counts and sample agent IDs; (c) network/firewall details when agents cannot check in; (d) permission for EnDetect support to access a test workstation when needed. Delays caused by missing cooperation pause SLA clocks. 6. Exclusions SLA credits do not apply to failures caused by: (a) force majeure; (b) Customer misconfiguration; (c) third-party ISP or cloud outages outside EnDetect control; (d) beta or preview features; (e) issues on endpoints where agents were disabled by Customer policy or antivirus; (f) quota exhaustion due to unlicensed user growth. 7. Service credits If we miss the monthly uptime target, eligible Customers may request a service credit equal to 5% of that month's subscription fees for each full 1% below 99.5%, capped at 25% of monthly fees. Credits are applied to future invoices, not cash refunds. Requests must be filed within 15 days of month end with ticket reference numbers. 8. Backups and data Cloud-hosted Customer Data is backed up on a rolling schedule appropriate to the deployment region. Customer administrators control retention windows in-console. Customer remains responsible for exporting audit packages required by internal policy or regulators. 9. Escalation If a P1 ticket exceeds 8 business hours without meaningful update, reply to the ticket with "ESCALATE" or email support@endetect.com with the ticket ID. Escalated tickets are reviewed by senior support and engineering on-call. 10. Changes to this SLA We may update this SLA with 30 days' notice for material changes. Continued use of paid Services after the effective date constitutes acceptance. 11. Contact Open tickets: support@endetect.com Legal notices: legal@endetect.com | +91 9711 28 6969