Service Level Agreement

This Service Level Agreement ("SLA") outlines the service levels for the Genchi SaaS platform ("Service"), provided by Genchi, a Delaware C-Corporation registered in California and San Francisco ("Genchi," "we," "us," or "our"). This SLA applies to Customers with paid subscriptions as specified below and is incorporated into the Terms of Service. By using the Service, you agree to this SLA. Capitalized terms not defined here have the meanings in the Terms of Service.

This SLA is effective as of December 10, 2025.

Last updated: December 10, 2025.

1. Uptime Commitment

We commit to 99.5% uptime for the Service on a monthly basis (the "Uptime Target"). This is calculated as:

[(Total minutes in the month - Downtime minutes) / Total minutes in the month] × 100.

Uptime is measured using AWS CloudWatch or similar monitoring tools, focusing on the availability of core features from multiple geographic locations.

2. Definition of Downtime

"Downtime" means any period when the Service is unavailable, defined as:

• Core features (e.g., project status reporting, pulse voting, sentiment visualization) are inaccessible or fail to function as intended for a significant portion of users (more than 5% affected).
• Measured in whole minutes from the time we detect or are notified of the issue until resolution.

Downtime does not include periods of partial degradation that do not prevent overall use, or isolated incidents affecting individual users.

3. Support Levels

We provide support via email or our ticket system during business hours (9:00 AM to 5:00 PM PDT, Monday to Friday, excluding U.S. holidays).

• Critical Issues (e.g., full Service outage affecting core features): Initial response within 4-8 hours.
• Non-Critical Issues (e.g., minor bugs, feature questions): Initial response within 24-48 hours.

Self-service resources (e.g., knowledge base, FAQs) are available 24/7 for all users.

4. Remedies for SLA Breaches

If monthly uptime falls below the Uptime Target, eligible Customers may request service credits as follows:

• 99.0% to <99.5%: 5% credit of the monthly subscription fee.
• 95.0% to <99.0%: 10% credit of the monthly subscription fee.
• Below 95.0%: 20% credit of the monthly subscription fee.

Credits are applied to the next billing cycle and are the sole remedy for breaches. Requests must be submitted via email to support@genchi.com within 30 days of the end of the affected month, with details of the issue. Credits do not apply to outages caused by exclusions (see Section 5).

5. Exclusions

The Uptime Target does not apply to:

• Scheduled maintenance (with at least 24 hours' notice).
• Force majeure events (e.g., natural disasters, wars, pandemics).
• Customer misuse, modifications, or violations of the Terms.
• Third-party failures (e.g., AWS outages, Stripe payment issues, internet connectivity problems).
• Beta or preview features.
• Periods of high traffic or usage exceeding plan limits.

6. Variations by Plan

• Trial (Free): No SLA commitments; support is best-effort only, with no uptime guarantees or remedies.
• Standard: As described above (99.5% uptime, standard support response times, remedies as listed).
• Professional: Enhanced terms, including 99.5% uptime with escalated remedies (e.g., 10% credit for 99.0% to <99.5%, 20% for 95.0% to <99.0%, 30% below 95.0%) and faster support (initial response within 2-4 hours for critical issues, 12-24 hours for non-critical).

7. Notification Process

• Planned Maintenance: We will provide at least 24 hours' advance notice via email and/or in-app notifications, scheduling during off-peak hours (e.g., weekends or evenings PDT) whenever possible.
• Incidents/Outages: Real-time updates via our public status page (status.genchi.com) and email alerts to affected Customers within 30 minutes of detection. Post-incident summaries will be provided upon request.

8. Monitoring and Reporting

We monitor the Service continuously using AWS tools and third-party services. Monthly uptime reports are available upon request via support@genchi.com, provided within 10 business days. Reports include uptime percentage, downtime incidents, and root causes (where applicable).

9. Miscellaneous

• Changes: We may update this SLA with 30 days' notice. Continued use constitutes acceptance.
• Governing Law: Governed by California law, as per the Terms of Service.
• Limitations: This SLA does not cover data loss, security incidents (governed by the Privacy Policy), or other non-availability issues. Remedies are exclusive and do not include refunds or damages.
• Contact: For SLA questions or claims, email support@genchi.com.