Capitalized terms used but not defined in this Service Level Agreement have the meanings given to them in the Endor Labs Master Services Terms or the Order Form that incorporates them by reference. The Uptime Commitment in this Exhibit B applies to the Endor Labs-hosted Services and does not apply to scans or software components running in Customer’s environment.

1. Uptime Commitment

Endor Labs will use commercially reasonable efforts to maintain a Monthly Uptime Percentage for the Services of at least 99.9%, calculated as ((Total Minutes in Month − Downtime) / Total Minutes in Month) × 100. “Downtime” means the total cumulative minutes per calendar month during which the Services are unavailable, excluding: (a) scheduled maintenance for which Endor Labs has given at least forty-eight (48) hours’ advance notice (Endor Labs will schedule maintenance during off-peak hours where practicable); (b) acts, omissions, equipment, software, systems, or networks of Customer or its Users (including anyone accessing the Services through Customer’s credentials), incompatibility of Customer’s environment with the Services, or Customer’s continued use of the Services after Endor Labs has advised Customer to modify its use; (c) outages, latency, rate limits, capacity constraints, suspensions, or other failures of third-party model, cloud, hosting, or infrastructure providers beyond Endor Labs’ reasonable control; (d) Force Majeure Events; (e) suspensions permitted under this Agreement; (f) Beta Features and Third-Party Services; or (g) the Internet generally or any systemic Internet failure or bandwidth limitation.

2. Service Credits

If the Monthly Uptime Percentage falls below 99.9% in any calendar month, Customer may request a service credit as set forth below:

Service credits are Customer’s sole and exclusive remedy for any failure to meet the Uptime Commitment, are applied as a credit against future fees, are not redeemable for cash, and will not exceed 15% of the monthly fees for the affected month. To receive a credit, Customer must submit a written request within thirty (30) days after the end of the affected month. For purposes of these credits, “monthly fee” means one-twelfth of the annual fees for Customer’s Technical Success subscription under the applicable Order Form. Service credits are available only while Customer maintains an active subscription and is current on all undisputed amounts, and uptime is measured by Endor Labs’ monitoring systems, which measurements are conclusive absent manifest error.

3. Support

Endor Labs will provide support for the Services through Endor Labs’ designated support channels during Endor Labs’ standard support hours (9:00 a.m. to 5:00 p.m. Pacific time on weekdays, excluding U.S. federal holidays), as described in the Documentation or the applicable Order Form. Endor Labs will use commercially reasonable efforts to provide an initial response to support requests within the targets below, based on the severity level reasonably assigned by Endor Labs. Response targets are initial-response commitments, not resolution commitments, and apply during support hours.