Alta Service Level Terms and Condition

ALTA AI

SERVICE LEVEL TERMS AND CONDITIONS

Last updated: June 4, 2025

Alta AI Inc. (“Company”) will use commercially reasonable efforts to make the Platform available with a Monthly Uptime Percentage (defined below) of at least 99.5 (the “Platform Commitment”) and to  provide support as further described below.

For clarity and as stipulated in the Agreement, the availability of the Platform will be governed by the uptime commitments of the third-party hosting services provider selected by the Company.

The following definitions apply to this SLA:

• “Downtime” or “Downtime Incident” means the time in which the Platform is unavailable to Customer as measured and determined solely by Company based on its servers. Downtime Incidents shall exclude: (i) reasonable planned downtime incidents announced at least twenty-four (24) hours’ in advance by Company, including without limitation, for periodic upgrade and maintenance, cyber attacks on Company’s collectors (hardware or virtual) within Customer’s network; (ii) network disruption between a Customer’s network and the Platform outside of Company’s control; (iii) Downtime Incidents that are caused by the SLA Exclusions specified below; (iv) separate instances of Platform unavailability of less than five (5) minutes duration each; and/or (v) any time where Company is awaiting information from Customer (or its Reseller) or awaiting Customer’s (or its Reseller's) confirmation that the Platform has been restored.  

• “Downtime Period” means the number of minutes in a calendar month during which the Platform is unavailable to Customer due to Downtime Incident(s). 
• “Monthly Uptime Percentage” means the monthly uptime expressed as a percentage, calculated based on the total number of minutes in a calendar month, minus the Downtime Period, divided by the total number of minutes in a calendar month.

Other SLA Exclusions:

The Platform Commitment does not apply to any: (a) features or services excluded from the Agreement (as specified in the associated Documentation); or (b) Downtime Incidents that: (i) are caused by factors beyond Company’s reasonable control (including without limitation any force majeure event (including but not limited to strikes, shortages, riots, fires, flood, storms, explosions, acts of God, war, government or quasi-governmental authorities actions, acts of terrorism, earthquakes, power outages, pandemic, epidemic or similar regional health crisis), failure of Internet access or any public telecommunications network, or shortage of adequate power or transportation facilities; (ii) are attributable to repair, maintenance or modification of the Platform by persons not authorized by Company; (iii) resulted from accident, negligence, abnormal physical or electrical stress, abnormal environmental conditions, abuse or misuse of the Platform by the Customer; (iv) resulted from use of the Platform  by the Customer other than in accordance with the Documentation or in violation of the Agreement; (v) resulted from Customer’s or a third party's equipment, software or other technology (other than third party equipment within Company’s direct control); and/or (vi) resulted from the combination of the Platform by the Customer (or its Reseller) with equipment or software not authorized or provided by Company or otherwise approved by Company in the Documentation.

Support Services

Company shall use commercially reasonable efforts to make the Platform perform in all material respect with the Platform documentation and to respond to Customer (or its Reseller) according to the response table specified below after receipt of Customer's (or its Reseller’s) request for support. Support requests shall be sent by emailing Company’s support team at info@altahq.com. Support queries sent to Company’s other email addresses will not be considered as support requests.

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Severity: Critical (Severity 1) - The Platform is down, all functionalities are not operational and the issue is directly disrupting Customer network and/or business operations - and no reasonable workaround is available
Initial Response Time - 5 Business Hours*

Severity: High (Severity 2) - A major service functionality is impacted by an issue that is persistent and affects many users —and no reasonable workaround is available.
Initial Response Time - 10 Business Hours*

Severity: Medium (Severity 3) - The Platform is operational, with a minor impact on functionality for some or all users, and an acceptable workaround or service exists. 
Initial Response Time - 48 Business Hours

Severity: Low (Severity 4) - Minor issues not impacting Platform functionality.
Initial Response Time - 4 Business Days

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Support Exclusions

In addition to the SLA Exclusions specified above, Company shall not be required to correct any error that is not reproducible or, in Company’s reasonable opinion, results from:

1. any modifications of the Platform that have not been approved by Company  in writing;
2. Customer’s (or its Reseller's) instructions, or installation or set up adjustments; 
3. use of the Platform other than as permitted in the Agreement;
4. any fault in any equipment or programs used in conjunction with the Platform, or other causes beyond the control of Company; and/or
5. Customer’s (or its Reseller's) negligence or willful misconduct.

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Customer (and its Reseller) Responsibilities 
Company’s obligations herein are subject to the following: 

1. Customer must agree to receive from Company communications via e-mail, telephone, and other formats; 
2. Customer’s (or its Reseller's) technical support contact shall cooperate with Company at all time during the provision of support services herein; and
3. Customer (or its Reseller) shall report to Company all problems with the Service and shall implement any corrective procedures provided by Company reasonably promptly after receipt.

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