Service Levels

Service availability and support response times for Truepic Vision are set forth below.

1. Availability

1.1 Uptime Commitment. Truepic commits that it will use commercially reasonable efforts to maintain Truepic Vision for Customer with at least 99.5% availability (the “Uptime Commitment”).

1.2 Measurement. Uptime is calculated as follows: Uptime (%) = (Total minutes in a calendar month – Total minutes of Downtime) ÷ (Total minutes in the same month) × 100. “Downtime” means any period during which Truepic Vision is unavailable to Customer, excluding any period described in Section 1.3 (Exclusions).

1.3 Exclusions. Downtime resulting from any of the following will not count as a period of unavailability for purposes of calculating the Uptime Commitment:

• Scheduled Maintenance: currently 5:30 AM ET Saturday to 8:30 AM ET Saturday, or another alternative time outside of 9:00 AM ET through 9:00 PM ET Monday through Friday, upon notice to Customer.
• Customer-Caused Issues: acts or omissions of Customer or its agents, or any breach of the Terms of Service by Customer.

• External Network or Bandwidth Limitations: network unavailability or bandwidth constraints outside of the Truepic network.
• Security-Related Events: hacks, malicious introduction of viruses, disabling devices, or other attacks that disrupt access to the Service, provided such disruptions did not result from Truepic’s gross negligence or willful misconduct.
• Force Majeure Event: as defined in the Terms of Service.

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2. Support Response Times

2.1 Support Hours. Support is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding U.S. federal holidays.

2.2 Response Targets

Severity Level

Description

Target Response Time

1 – Critical

Business impact and critical software defects

30 minutes

2 – Major

Major issues or defects

4 hours

3 – Minor

Minor issues or defects

12 hours

4 – Cosmetic / General

Cosmetic, trivial, or general inquiries

24 hours

2.3 Severity Definitions

Severity Level

Definition

1 – Critical

A complete loss of Service or critical function that prevents all users from accessing Truepic Vision or performing essential operations. No workaround is available.

2 – Major

Significant degradation of Service functionality or performance impacting multiple users or core workflows. A temporary workaround may exist.

3 – Minor

Partial, limited, or non-critical issue that affects one or more features but does not prevent normal operations. A workaround is typically available.

4 – Cosmetic / General

A minor cosmetic issue, non-functional defect, or general inquiry that does not impact Service operation.

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2.4 Communication and Escalation. For Severity Levels 1 and 2, Truepic will provide regular updates until the issue is resolved. Escalation will proceed from Support to Management if unresolved within target response times. For Severity Levels 3 and 4, Truepic will provide updates as reasonably appropriate based on the nature of the issue and its impact on Customer.

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