DEXTERION

SERVICE LEVEL AGREEMENT (SLA)

Effective Date: [2/15/26]
Governing Law: Indiana, United States

1. Availability Commitment

Dexterion provides:

• 99.5% uptime per calendar month
  
  

• Excluding scheduled maintenance and force majeure events
  
  

2. Support Response Times

Enterprise Support:

• Business-critical issues: Response within 24 hours
  
  

• High priority: 48 hours
  
  

• Standard priority: 3 business days
  
  

3. Maintenance Windows

Scheduled maintenance:

• Advance notice provided
  
  

• Conducted during low-impact windows where possible
  
  

4. Service Credits

If uptime falls below 99.5%:

• Service credits may apply as outlined in the Order Form.
  
  

• Credits are sole and exclusive remedy for downtime.
  
  

5. Client Responsibilities

Licensee must:

• Maintain stable internet access
  
  

• Ensure proper system configuration
  
  

• Report issues promptly
  
  

6. Escrow

Source code escrow available upon request under separate agreement.