Service Level Exhibit

"Covered Services" means the following functions of the Services, which are the subject of the commitments in this Exhibit:

• incident ingestion and the classification pipeline, including review and approval workflows;
• the daily crime log, including any public log page Salus hosts for Customer;
• annual security report statistics compiled from approved records;
• campus security authority roster management, training delivery, certificates, confirmations, and attestations;
• law enforcement agency outreach, including letter generation and response tracking; and
• the in-product AI assistant used to query Customer's own records.

"Service Month" means a calendar month during the subscription term.

"Downtime" means a period of five or more consecutive minutes during which a Covered Service is not available to Customer for its intended use, as measured by Salus's monitoring, excluding Excluded Downtime.

"Monthly Uptime Percentage" means the total minutes in a Service Month less Downtime in that month, divided by the total minutes in that month, expressed as a percentage.

"Excluded Downtime" means unavailability attributable to any circumstance described in Section 4.

The commitments in this Exhibit apply to the Covered Services in Customer's production environment.

Functions outside the Covered Services, and any function Salus identifies in the documentation or in the product interface as beta, preview, early access, or evaluation, are provided as is and are not subject to the availability commitment or Service Credits. Salus supports those functions on a commercially reasonable basis and will tell Customer plainly when a capability is not yet generally available.

Salus develops the Services continuously and may add, change, or reorganize functionality. Salus will not remove or materially degrade a Covered Service during a subscription term, and will give Customer reasonable advance notice of a change that materially affects an established workflow.

Salus will use commercially reasonable efforts to achieve a Monthly Uptime Percentage of at least 99.5% for the Covered Services in each Service Month.

Availability is measured against the production application and its public interfaces. Salus monitors availability continuously and retains monitoring records for the period needed to evaluate a credit request.

The following are Excluded Downtime and do not count against the availability commitment:

• Scheduled Maintenance performed under Section 5, and emergency maintenance reasonably required to address a security vulnerability or preserve service integrity;
• circumstances beyond Salus's reasonable control, including force majeure events and failures of public internet infrastructure or of an infrastructure provider;
• failure, unavailability, throttling, or change of a Customer system, Source System, identity provider, or other third-party system that Salus accesses at Customer's direction;
• Customer's acts or omissions, including misconfiguration, use of the Services other than in accordance with the documentation, or a suspension permitted under the Platform Agreement;
• use that exceeds the fair use expectations in Section 6; and
• functions outside the Covered Services, including beta and preview features.

Salus will give at least forty-eight hours advance notice of Scheduled Maintenance expected to cause unavailability, and will schedule it outside 8:00 a.m. to 8:00 p.m. United States Eastern Time on business days where practicable.

Salus targets no more than four hours of Scheduled Maintenance in any Service Month.

Where reasonably practicable, Salus will avoid Scheduled Maintenance during a period Customer identifies in advance as critical, such as the days preceding an annual security report deadline.

The Services, including AI features, are provided for Customer's compliance, campus safety, and administrative workflows in volumes consistent with the size of Customer's institution and the scope stated on the Order Form.

Fair use does not include using the AI assistant as a general purpose language model unrelated to Customer's records, automated or programmatic querying at volumes materially beyond normal interactive use, load or performance testing without Salus's written consent, or making the Services or their AI capacity available to a third party.

If Customer's usage materially exceeds these expectations, Salus will contact Customer's designated administrator to agree on a reasonable adjustment before taking any action. Salus may apply rate limits after that discussion, and will not suspend access for a fair use matter except as permitted by the Platform Agreement.

If the Monthly Uptime Percentage falls below the commitment in a Service Month, Customer is eligible for a Service Credit calculated as a percentage of the fees attributable to that month under the applicable Order Form:

To claim a Service Credit, Customer must submit a written request to support@trysalus.com within thirty days after the end of the affected Service Month, identifying the dates and times of the Downtime. Salus will respond within thirty days of receipt.

Service Credits are applied against future fees, or refunded if no further fees are due. Total Service Credits in a Service Month will not exceed 50% of the fees for that month.

Service Credits are Customer's exclusive remedy for failure to meet the availability commitment, except as provided in Section 8.

If the Monthly Uptime Percentage falls below 99.5% in three consecutive Service Months, or below 95.0% in any Service Month, Customer may terminate the affected Order Form for cause on written notice given within thirty days, and Salus will refund prepaid, unused fees.

Support is included in the subscription fee for all Authorized Users, with no per seat or per ticket charge. Customer may reach support at support@trysalus.com, through the in-product support channel, or through the named contact provided during implementation.

Standard support hours are 9:00 a.m. to 6:00 p.m. United States Eastern Time on business days, excluding United States federal holidays. Severity 1 issues are handled outside those hours.

Salus will use commercially reasonable efforts to meet the following initial response times, measured from Salus's receipt of a report:

Response times are targets for an initial substantive response rather than commitments to resolve within that period. Salus will work continuously on a Severity 1 issue until it is resolved or reduced to a lower severity.

Salus assigns severity in consultation with Customer. Where the parties disagree, Customer's assessment governs for a Severity 1 or 2 issue that affects a regulatory deadline.

If a Severity 1 issue is not resolved within eight hours, Salus will escalate it internally and provide Customer with status updates at least every four hours until it is resolved.

Salus will notify Customer's designated administrator of incidents materially affecting availability of a Covered Service, and will provide a written summary of cause and corrective action for a Severity 1 incident on request.

Salus performs automated encrypted backups of Customer Data at least daily and replicates them across availability zones within the United States.

Salus targets a recovery point objective of twenty-four hours and a recovery time objective of twenty-four hours for a declared disaster affecting the production environment.