Service Level Agreement (SLA)

Last Updated: February 6, 2026

This Service Level Agreement ("SLA") describes the service availability targets, support standards, and remedies applicable to certain services provided by Optemate LLC ("Optemate"). This SLA is incorporated by reference into and governed by the applicable Master Services Agreement, Terms of Service, Statements of Work, or order forms.

1. Scope

This SLA applies only to generally available production services provided by Optemate under an active paid subscription. This SLA does not apply to beta features, experimental services, proof of concept work, custom development milestones, consulting deliverables, or third party services.

2. Service Availability

Optemate targets monthly service availability of 99.0 percent.

Service availability is calculated as the total minutes in the calendar month minus Downtime, divided by the total minutes in the month.

"Downtime" means the inability to access core service functionality due to an issue within Optemate’s reasonable control.

3. Exclusions From Availability Calculation

The following are excluded from Downtime calculations:

• Scheduled maintenance with reasonable advance notice
• Emergency maintenance
• Failures caused by third party providers, APIs, hosting platforms, or integrations
• Internet, network, or device failures outside Optemate’s control
• Client misuse, misconfiguration, or violation of applicable policies
• Force majeure events
• Beta or experimental features

Optemate does not guarantee uninterrupted or error free operation.

4. Support Services

Optemate provides support during standard business hours, excluding holidays, unless otherwise agreed in writing.

Support Response Targets

• Critical: Core service unavailable for all users. Target response: 1 business day
• High: Major functionality significantly impaired. Target response: 2 business days
• Normal: General issues or non critical errors. Target response: 3 business days

Response times are targets only and not guarantees.

5. Client Obligations

Client must promptly report issues with sufficient detail to allow investigation and must cooperate with reasonable troubleshooting efforts. Failure to do so may void eligibility for any remedies.

6. Remedies

If Optemate fails to meet the service availability target in a given calendar month, Client’s sole and exclusive remedy is a service credit, if approved by Optemate in its sole discretion.

• Service credits apply only to future subscription fees
• Service credits have no cash value
• Service credits are non transferable
• Requests must be submitted within thirty days of the applicable month

7. No Additional Warranties

This SLA does not create any warranties or guarantees beyond those expressly stated. Services are provided on an "as is" and "as available" basis.

8. Limitation of Liability

To the maximum extent permitted by law, Optemate shall not be liable for indirect, incidental, special, consequential, or punitive damages. Optemate’s total liability under this SLA shall not exceed the fees paid by Client for the affected services during the three months preceding the event giving rise to the claim.

9. Modifications

Optemate may update this SLA from time to time. Continued use of the services constitutes acceptance of the revised SLA.

10. Contact