Service Level Agreement

1. Availability.

The Services will be available 99.9% of the time each calendar month, excluding unavailability due to Maintenance. If Living Security fails to meet this availability commitment Customer is entitled to a credit equal to the monthly recurring fee for the affected Service(s) multiplied by the percentage by which Living Security failed to meet the commitment multiplied by 20%.

For example, if availability for Teams for a calendar month is 98.3% and the monthly recurring fee for that service is $1,000.00 then Customer is entitled to a credit equal to $1,000 x (.999 - .983) x .2 = $3.20.

Living Security's reasonable measurement of unavailability shall control for purposes of determining if Customer is eligible for a credit. Living Security may measure unavailability by methods such as server monitoring software that measures the server-side error rate, ping test results, web server tests, TCP port tests, and website tests.

2. Support.

Living Security will respond to each support request made in accordance with the Support Request Contact Instructions within the response time for the applicable Priority Level stated in the table below. These are response-time commitments only; they are not resolution or restoration commitments. Resolution or restoration of any incident is handled on a per-incident basis by mutual agreement between Customer and Living Security and is not subject to a fixed timeframe. If Living Security fails to meet the applicable response-time commitment Customer is entitled to a credit equal to the monthly recurring fee for the Service(s) that are the subject of the support request multiplied by 5%.

For example, if the Customer's P1 request does not receive a response within one (1) hour of the time the request is logged by Living Security's systems as received, and the monthly fee for the Service is $1,000, Customer is entitled to a credit equal to $1,000 x .05 = $50.

The response time is measured from the time that the request is logged by Living Security's systems as received until Living Security sends its first live (not automated) response acknowledging the request and indicating that work to address the request has begun. A reply generated by the AI Support Agent or any other automated system does not satisfy a response-time commitment.

Coverage and support hours. Automated assistance through the AI Support Agent is available 24 hours per day, 7 days per week. Human escalation support for P1 requests is delivered via on-call and is available 24 hours per day, 7 days per week, excluding Living Security's published support holidays. Human support for P2, P3 and P4 requests is available during Support Hours. The P1 response-time commitment is measured continuously (24×7); response-time commitments for P2, P3 and P4 are measured in Support Hours or Business Days as stated in the table below. Support documentation is available at https://www.livingsecurity.com/support.

For example, the response time commitment for a P2 request that is received at 4:00 p.m. on a Friday would be 11:00 a.m. on the following Monday.

The status update column in the table above states Living Security's operational targets for keeping Customer informed. Status update cadence is not a service level commitment for purposes of Section 4, and no service credit is available for a failure to meet it.

Customer is encouraged to designate the Priority Level of the request within the request. Living Security will respect Customer's reasonable Priority Level designation that is stated with the initial support request. If Customer does not make a Priority Level designation, Living Security may assign a Priority Level based on Living Security's reasonable interpretation of the request. Living Security may downgrade a support request to a lower Priority Level if a work around is provided that reduces the severity of the issue.

3. Definitions.

Business Day means any day other than a Saturday, Sunday, or a Living Security published support holiday. A response-time commitment stated in Business Days is satisfied if the response is sent by 5:00 p.m. United States Central Time on the last Business Day of the applicable period.

Maintenance means maintenance that is announced or scheduled at least forty-eight (48) hours in advance, or emergency maintenance needed to address an unforeseen issue and that does not exceed an aggregate of ten (10) hours during a calendar year.

Support Hours means 8:00 a.m. to 5:00 p.m. United States Central Time on a Business Day. A response-time commitment stated in Support Hours accrues only during Support Hours.

Support Request Contact Instructions:

Support requests should be submitted through the Living Security support portal at https://www.livingsecurity.com/support/contact-us or through the in-product AI Support Agent chat interface. A support request submitted through any other channel is not subject to the response-time commitments in Section 2.

4. Service Credits.

To receive a service credit Customer must make a written request to help@livingsecurity.com within ten (10) days following the end of the event(s) giving rise to the credit. Requests must include the date and time of the events giving rise to the credit and a description of the adverse impact suffered by the Customer as a result of the event(s). Living Security will review and respond to requests for service credits within thirty (30) days of receipt.

Living Security will apply approved credits to the first invoice issued after the credit is approved. If the Order expires such that no invoice is issued after the credit is approved then Living Security will provide Services at no charge following expiration of the Order for a period that corresponds to the amount of the credit, but not to exceed in any event thirty (30) days of Services. Service credits cannot be carried forward or applied to past periods. Living Security has no obligation to issue a refund or pay any amount to Customer in respect of a service credit.

Living Security is not required to issue a credit if the event(s) giving rise to the credit resulted from (i) Customer's breach of the Agreement; (ii) Customer's unauthorized or improper use of the Services; (iii) Customer's modification, alteration or mis-configuration of the Services; (iv) any products or features identified as alpha, beta, pre-release, pilot, test, or similar; (v) hardware, software, services or other technology that has not been provided by Living Security pursuant to the Agreement; (vi) failure of ISP's or other communications facilities; (vii) any act or omission of any Authorized User which, if performed or omitted by Customer would be a material breach of this Agreement, and/or; (viii) any act or omission of Customer or any Authorized User that prevents, delays, disturbs or interferes with Living Security's performance of its obligations under the Agreement.

The right to receive a credit expires on expiration or earlier termination of the Order for the relevant Services. Service credits are the sole and exclusive remedy for any failure by Living Security to meet the availability commitment in Section 1 or the response-time commitments in Section 2. All credits will be based on Living Security's measurement of its performance of the service and will be final.