Service Level Agreement

This Service Level Agreement ("SLA") forms part of the Runwell Terms of Service ("Terms"), or other agreement governing the use of Runwell's services (collectively with the Terms, the "Agreement"). Capitalized terms not defined herein shall have the meanings assigned to such terms in the Agreement.

In the event of any conflict between certain provisions of this SLA and the provisions of the Agreement, the provisions of this SLA shall prevail over the conflicting provisions of the Agreement solely with respect to the uptime and support commitments described herein.

1. Applicability

1.1 This SLA applies to customers subscribed to the Pro or Enterprise plan (each, an "Eligible Plan"). Customers subscribed to the Basic or Standard plan are not eligible for the commitments in Sections 2 and 3 of this SLA, but continue to receive standard support through the help center and support channels included with their plan.

1.2 Where a Schedule to the Physical Equipment Terms or another addendum to the Agreement references this SLA, the commitments in Section 3 (Support) apply to the extent they are not superseded by more specific commitments in that Schedule.

2. Uptime Commitment

2.1 Runwell will use commercially reasonable efforts to make the Service available with the following minimum monthly uptime percentage ("Uptime Commitment"):

Plan - Uptime Commitment

Pro 99.0%

Enterprise 99.5%

2.2 "Downtime" means any period during which the Service is unavailable to Customer, as measured by Runwell's monitoring systems, excluding any unavailability described in Section 2.3.

2.3 Downtime does not include unavailability resulting from: (a) Scheduled Maintenance; (b) Force Majeure; (c) factors outside Runwell's reasonable control, including issues with Customer's or a third party's hardware, software, network, or internet connectivity; (d) Customer's breach of the Agreement; (e) suspension of the Service in accordance with the Agreement; or (f) beta, trial, or pre-release features identified as such.

2.4 "Scheduled Maintenance" means planned maintenance of the Service for which Runwell provides Customer with at least 48 hours' advance notice. Runwell will use commercially reasonable efforts to schedule such maintenance between 22:00 and 08:00 CET, any day of the week.

2.5 Service Credits

If Runwell fails to meet the applicable Uptime Commitment in a given calendar month, Customer may request a service credit ("Service Credit") calculated as a percentage of the fees paid for the Service for the affected month, as follows:

Actual Monthly Uptime - Service Credit

Below Uptime Commitment, down to 98.5%: 10%

Below 98.5%, down to 95.0%: 25%

Below 95.0%: 50%

2.6 To request a Service Credit, Customer must submit a request to support@runwell.com / Runwell's support channel within thirty (30) days of the end of the calendar month in which the Downtime occurred, including the dates and times of the claimed Downtime. Runwell will validate the claim against its monitoring records; Runwell's records shall be the primary basis for calculating any Downtime and resulting Service Credit.

2.7 Service Credits are Customer's sole and exclusive remedy for any failure by Runwell to meet the Uptime Commitment. Service Credits may not be exchanged for a cash refund, may not exceed, in aggregate, 30% of the fees paid for the Service in the affected month, and expire if unused within twelve (12) months of being issued.

3. Support

3.1 Runwell provides support for the Service through the channels described in the help center. For Eligible Plans, Runwell will use the following target response times, based on the severity of the reported issue:

Severity - Description - Target Response Time

Critical: The Service is unavailable or a core function is unusable for Customer, with no workaround: 2 hours (Business Hours)

Serious: A significant function of the Service is impaired, with a workaround available: Same business day

Normal: All other support requests: 1 business day

3.2 "Business Hours" means 08:00–17:00 CET, Monday to Friday, excluding Norwegian public holidays.

3.3 "Response" means Runwell's confirmation of receipt of the support request and an initial assessment of its severity; it does not mean that the underlying issue has been resolved within the target response time.

3.4 Customers on the Pro plan are assigned a dedicated point of contact, as described on Runwell's pricing page. Customers on the Enterprise plan receive support arrangements as agreed in their Order Form.

4. General

4.1 Runwell may update this SLA from time to time, including to reflect changes in the underlying Service or Runwell's subcontractors. Runwell will use commercially reasonable efforts to provide Customer with reasonable advance notice of any material change that reduces the commitments in this SLA.

4.2 All other provisions of the Agreement, including without limitation those relating to governing law, dispute resolution, and limitation of liability, apply equally to this SLA.