Service Level Agreement
and Technical Support Terms

Last updated: April 20, 2026

This Service Level Agreement and Technical Support Terms (this “SLA”) sets forth the service availability commitments and technical support services provided by Strada API, Inc. (“Strada”) in connection with the Services made available to Customer pursuant to (i) a master services agreement entered into between Customer and Strada (the “MSA”), or (ii) if no MSA is in place, the Strada Terms and Conditions located at https://www.getstrada.com/legal/terms-and-conditions (the “Terms”). Capitalized terms used but not defined in this SLA have the meanings set forth in the MSA or, if applicable, the Terms.

Technical Support Services

1.1. Availability of Support. Strada is available to receive product support inquiries via email twenty-four (24) hours per day.

1.2. Support Hours. Standard support hours are 08:00 to 17:00 Pacific Time, Monday through Friday, excluding U.S. federal holidays (“Support Hours”).

1.3. Scope of Support. During Support Hours, Strada shall provide technical support, including technical information, technical advice and technical consultation regarding Customer’s use of the Services.

1.4. Updates and Enhancements. Strada will make available to Customer, as part of the Services, updates and bug fixes that Strada makes available to its similarly situated customers.

Service Level Agreement

2.1. Availability

Strada will use reasonable commercial efforts to ensure that the Services are available at least 99.8% of the time, measured on a monthly basis (“Availability”).

“Availability” is calculated for each calendar month as follows:

[(Total minutes in the month – Total Downtime) ÷ Total minutes in the month] × 100.

“Downtime” means the total number of minutes during which the Services are not accessible or are materially unavailable to Customer as a whole, excluding: (i) scheduled maintenance downtime; (ii) emergency maintenance (with or without notice); (iii) suspension or termination of access in accordance with the MSA or the Terms, as the case may be; (iv) event of Force Majeure; (v) any downtime caused by Customer, Customer equipment, software, or configuration, Customer’s vendors, or third-party systems controlled by Customer; (vi) use of the Services by Customer in a manner not authorized in the MSA or the Terms, as the case may be; (vii) factors outside of Strada’s reasonable control, including any unavailability caused by internet service providers or hosting facilities, or by hardware, software, or power systems not within Strada’s possession or reasonable control; and (viii) third-party AI model provider outages or degradation to the extent outside of Strada’s reasonable control, provided Strada uses commercially reasonable efforts to mitigate such events.

2.2. Scheduled Maintenance

Strada may perform scheduled maintenance from time to time and will use commercially reasonable efforts to provide advance notice and minimize disruption.

2.3. Customer Support List

Customer shall provide to Strada, and keep current, a list of designated contacts and contact information (the “Support List”) for Strada to contact for support services. Such Support List shall include (i) the first person to contact for the answer or assistance desired, and (ii) the persons in successively more responsible or qualified positions to provide the answer or assistance desired. Strada shall be entitled to rely on the Support List for all support-related communications.

2.4. Severity Levels; Response and Resolution Targets

Strada shall classify each incident reported by Customer in accordance with the severity levels set forth below and shall use commercially reasonable efforts to respond to and resolve such incidents in accordance with the applicable response and target resolution times specified in the table below. For the avoidance of doubt, response and resolution times are targets only and are not guaranteed service levels.

2.5. Escalation

Customer may request escalation of any unresolved incident by notifying Strada through its standard support channels. Strada shall use commercially reasonable efforts to escalate such incident internally as appropriate based on its severity and duration.

2.6. Exclusions and Limitations

This SLA does not apply to (i) beta, trial, or non-production Services unless expressly stated, or (ii) issues arising from Customer’s failure to implement updates or follow reasonable usage guidelines provided by Strada.