Rilian Service Level Agreement (SLA)

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This Service Level Agreement (“SLA”) forms part of, and is governed by, the Agreement between Rilian Technologies Inc. or one of its subsidiaries (each “Rilian”) and the customer identified in the applicable Order (“Customer”). This SLA applies to (a) the availability of the Platform operated by Rilian and (b) Support Services that Rilian provides for the Platform. Capitalized terms used but not defined in this SLA have the meanings given in the Agreement. If there is a conflict between this SLA and the Agreement, this SLA controls solely with respect to the service levels, availability, maintenance, and support matters it expressly addresses. 

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1. Scope
   
   • General. This SLA covers (i) the availability of the Platform and (ii) Support Services for the Platform. 
   • Out-of-Scope Services. Third-party software, services, content, or hardware procured through Rilian’s marketplace are supported by their respective providers under their provider terms. Any service levels or warranties for Third-Party Technologies are provided by the applicable third-party provider, not Rilian. This SLA applies only to the Platform and Rilian-provided Support Services.
   • Support Hours. Rilian will provide support Monday through Friday, excluding public holidays (“Business Day”) from the hours of 9:00-17:00 UTC.
2. Support Requests
   
   • In order to resolve support requests, Rilian may require Customer to provide a general description of the operating environment, a list of hardware components, a reproducible test case, and certain log files, trace files, or system files. Failure to provide this information may prevent Rilian from identifying and resolving the alleged issue. Support is provided only for Customers with active subscriptions in a production environment. Support is provided only to Customers with active subscriptions in a production environment. Rilian may provide a temporary workaround that restores material functionality while a permanent fix is developed, where Rilian determines in good faith that a workaround is more effective.
   • Request Procedures. Support tickets may be submitted through the defined customer support channel.
   • Prioritization. Support tickets shall be assigned a severity level based on the criteria below. Rilian personnel reserve the right to adjust severity ratings. Customer will assign the initial severity when opening a ticket, and Rilian may reasonably adjust the severity after review.

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3. Platform Availability
   
   • Rilian will make the Platform available no less than 99.9% of each calendar month (the “Uptime Commitment”). For purposes of measuring availability, “Uptime Percentage” means the total minutes in the applicable month, minus the Verified Downtime Minutes, divided by the total minutes in that month, expressed as a percentage. “Verified Downtime Minutes” are minutes during which Customer was unable to materially use the production Platform due to causes within Rilian’s reasonable control, established by (i) timestamps in Customer’s support ticket or email reporting the incident together with a brief description or evidence of impact; (ii) a platform-wide or tenant-specific incident detected by Rilian that would have prevented Customer’s use; or (iii) written confirmation by the parties of the incident window. If there is a discrepancy between Customer’s report and Rilian’s telemetry, the parties will confer in good faith and, absent manifest error, Customer’s documented experience will control for purposes of calculating availability. Downtime does not include unavailability caused by any of the following: (i) Scheduled Maintenance as described below; (ii) Customer’s networks, systems, or facilities, including configuration errors or changes made by Customer; (iii) the unavailability, degradation, or failure of third-party services or infrastructure, including internet service providers, cloud providers, data centers, carriers, or Customer-procured Third-Party Technologies; (iv) suspension of the Platform as permitted under the Agreement, including for non-payment or security reasons; or (v) events of force majeure.
   • Scheduled Maintenance. Rilian will schedule routine maintenance during low-usage windows and will provide at least seventy-two (72) hours’ advance notice for planned maintenance that is expected to affect availability. Rilian may perform emergency maintenance without advance notice when required to address an urgent risk to security, performance, or stability. In such cases, Rilian will provide notice as soon as reasonably practicable and will work to minimize any associated impact.
   • Exemptions. Rilian will have no obligation to provide Support with respect to any Error resulting from: (i) use of the Platform other than according to the documentation, the terms of your license and/or your Agreement; (ii) modification of the Platform by Customer or any third party, except as expressly permitted in writing by Rilian; or (iii) any combination or integration of the Platform with hardware, software and/or technology not approved in writing by Rilian. The obligations of Rilian set forth in this Addendum will be excused to the extent any failure to meet such obligations result in whole or in part from Customer’s or its authorized users’ failure(s) to comply with Customer requirements herein.
4. Partner Support. 
   
   • Rilian’s Partners are required to perform initial Tier 1 triage and troubleshooting for all support issues prior to escalation. This includes basic diagnostics, issue identification, and attempts to resolve common issues using provided documentation and tools. Partners are expected to make a good-faith effort to address customer issues at Tier 1, acknowledging that their technical capabilities may be limited.
   • When escalation to Rilian is necessary, Partners must provide a detailed summary of the issue, steps taken, and relevant diagnostics. Partners remain responsible for maintaining customer communication and coordinating with Rilian throughout the resolution process.

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Last updated: November 11, 2025