Corexa Enterprise Service Level Schedule

1. Required order-form service levels

• Monthly Availability Commitment: [AGREED IN ORDER FORM]
• P1 initial response target: [AGREED IN ORDER FORM]
• P2 initial response target: [AGREED IN ORDER FORM]
• P3 initial response target: [AGREED IN ORDER FORM]
• Support hours and time zone: [AGREED IN ORDER FORM]
• Service-credit regime (if any): [AGREED IN ORDER FORM]

2. Severity definitions

• P1 Critical — a production outage or security incident prevents substantially all authorised users from using a contracted critical workflow and no reasonable workaround exists.
• P2 High — a contracted production feature is materially impaired for a significant group of users, but the service remains substantially usable or a reasonable workaround exists.
• P3 Standard — non-critical defect, degraded behaviour, configuration assistance or other support request that does not materially prevent production use.
• P4 Request — feature request, training, cosmetic issue or general product question.

3. Availability measurement

If the order form includes an availability commitment, availability is measured for the production Corexa service during the relevant calendar month using Corexa's reasonable monitoring records. The order form should state the exact formula and any customer-specific critical endpoints if different from the general production service.

4. Exclusions

• Scheduled maintenance notified in advance where practicable.
• Emergency maintenance reasonably required to protect security, integrity or availability.
• Customer systems, networks, devices, identity-provider configuration, third-party integrations or actions outside Corexa's reasonable control.
• Suspension permitted by the agreement, misuse, unlawful use or customer configuration that materially causes the issue.
• Force majeure or widespread internet/cloud events to the extent permitted by the executed agreement and applicable law.

5. Incident communications

For a confirmed P1 incident, Corexa will use reasonable efforts to provide status updates at the cadence agreed in the order form until service is restored or the severity is reduced. Security/privacy incidents are additionally governed by the DPA and applicable law.

6. Remedies and service credits

Any service credit must be expressly specified in the signed order form, including calculation, claim period and cap. Unless the order form says otherwise, this template does not create an automatic credit or refund. Nothing in an executed SLA limits rights or remedies that cannot lawfully be excluded.