Service Level Agreement (SLA)

Effective Date: October 1, 2025

This Service Level Agreement (“SLA”) forms part of the Terms & Conditions / Terms of Service (the “Agreement”) between Customer and Stratford Berkshire Group, LLC d/b/a Berkara (“Berkara”) and describes service availability commitments, support response targets, maintenance practices, and service credits. Capitalized terms not defined herein have the meanings set forth in the Agreement.

1. Service Availability Commitment

Berkara targets Monthly Uptime Percentage of 99.9%, measured over a calendar month and excluding Permitted Downtime as defined below. “Downtime” means minutes when the production application is unavailable for all users due to Berkara’s systems. “Monthly Uptime Percentage” means (total minutes in the month − Downtime − Permitted Downtime) ÷ (total minutes in the month − Permitted Downtime).

2. Permitted Downtime (Exclusions)

The following are excluded from Downtime calculations: (a) scheduled maintenance; (b) emergency maintenance required to address active security or stability issues; (c) outages or degraded performance caused by Customer systems, networks, or third-party services not controlled by Berkara; (d) force majeure events; (e) acts or omissions of Customer, including misuse, configuration errors, or breaches of the Agreement; (f) beta or preview features identified as such; and (g) issues limited to individual users or subsets of users where the service remains materially available to others.

3. Maintenance Windows

Scheduled maintenance may occur weekly, typically during low-traffic hours (Saturday or Sunday 01:00–05:00 Customer local time or US Mountain Time). Berkara will provide at least 48 hours’ advance notice for scheduled maintenance expected to cause service impact. Emergency maintenance may occur at any time with notice provided as practicable.

4. Support Tiers and Targets

Support is available during standard business hours, Monday–Friday, 9:00–6:00 US Mountain Time, excluding Berkara-observed holidays. Outside these hours, Berkara provides best-effort responses for critical incidents.

Severity 1 – Critical: complete loss of service or critical functionality affecting all users with no workaround. Target initial response: 1 hour. Target mitigation/restore: within 4 hours or continuous work until restored.

Severity 2 – High: major feature impaired or significant performance degradation with no reasonable workaround. Target initial response: 4 business hours. Target mitigation/restore: within 1 business day.

Severity 3 – Medium: partial loss of non-critical functionality or issue with a reasonable workaround. Target initial response: 1 business day. Target mitigation: within 5 business days or scheduled release.

Severity 4 – Low: cosmetic issues, general questions, or feature requests. Target initial response: 2 business days. Target resolution: as prioritized on roadmap.

5. Incident Management and Communication

Berkara will acknowledge incidents according to the targets above, assign a severity level, and provide status updates until resolution. For Severity 1 incidents, Berkara will provide updates at reasonable intervals and a post-incident summary upon request describing root cause (if identified), remediation, and preventive actions.

6. Security and Continuity

Berkara uses administrative, technical, and physical safeguards appropriate to the sensitivity of data processed. Backups are performed regularly with a target Recovery Time Objective (RTO) of 4 hours for critical services and a target Recovery Point Objective (RPO) of 1 hour for production databases, subject to cloud-provider capabilities and exclusions in this SLA. Berkara maintains vulnerability management and access controls consistent with industry practices.

7. Service Credits

If the Monthly Uptime Percentage falls below 99.9%, Customer may request a service credit within 30 days after month-end. Upon verification, Berkara will apply the following credits to the subsequent invoice for the affected subscription: 99.0%–99.89%: 5% of monthly fee; 98.0%–98.99%: 10% of monthly fee; below 98.0%: 25% of monthly fee. Credits are the sole and exclusive remedy for failure to meet the availability target and will not be paid in cash or exceed the monthly fee for the affected service.

8. Customer Responsibilities

Customer will designate incident contacts, maintain current billing and technical contact information, implement reasonable security measures for user accounts, and follow Berkara’s guidance regarding supported browsers, network requirements, and integrations. Customer is responsible for third-party services and connectivity not controlled by Berkara.

9. Measurement and Verification

Availability is measured using Berkara’s monitoring systems and provider logs. Customer-reported incidents must include timestamps, error messages, and impact description to assist verification. Partial feature degradation that does not materially prevent core service usage will not be counted as Downtime.

10. Changes to SLA

Berkara may update this SLA to reflect service or operational changes. Material reductions will not apply during an active Subscription Term without Customer’s consent; updated terms will apply upon renewal. The most current version will be posted on Berkara’s website.

11. Relationship to Agreement; Governing Law

This SLA is subject to and incorporated into the Agreement. In the event of conflict, the Agreement controls, except with respect to service-credit calculations where this SLA governs. This SLA is governed by the laws of the State of Colorado, United States, without regard to conflict-of-law principles.

Questions regarding this SLA should be directed to support@berkara.com.