Aude Service Level Agreement

1. Overview

   1. This Service Level Agreement ("SLA") describes the service levels Aude provides to Design Partners while participating in the Design Partner Program. It may be updated as our products and services mature.

2. Service Availability

   1. Uptime Target

      1. Target system availability of 98% measured on a monthly basis (approximately 14.4 hours of permitted downtime per month)

      2. Measured during standard business hours only

      3. Excludes scheduled maintenance windows

   2. Measurement

      1. Uptime calculated from Aude's monitoring systems

      2. Monthly availability reports available upon request

      3. Downtime begins when service is unavailable to all users

      4. Downtime ends when service functionality is restored

3. Support Response Times

   1. Issue Priority Levels

      1. Critical: Complete service unavailability

      2. High: Severe functionality impairment

      3. Normal: Non-critical feature issues

      4. Low: General questions, enhancement requests

   2. Target Response Times

      1. Critical Issues: 8 business hours

      2. High Priority: 16 business hours

      3. Normal Priority: 48 business hours

      4. Low Priority: 96 business hours

4. Operating Hours

   1. Business Hours

      1. Monday through Friday, 9:00 AM to 5:00 PM Pacific Time

      2. Excludes US federal holidays

   2. Support Coverage

      1. Support provided during business hours only

      2. After-hours support available for critical issues only

      3. Emergency contact procedures provided to designated administrators

5. Maintenance Windows

   1. Scheduled Maintenance

      1. Minimum 48 hours advance notice

      2. Typically performed outside business hours

      3. Notification via email to designated contacts

      4. Duration and impact clearly communicated

   2. Emergency Maintenance

      1. Best effort advance notice

      2. Limited to critical system updates

      3. Post-incident report provided upon request

6. Important Disclaimers

   1. Design Partner Status

      1. This SLA applies specifically to Design Partner Program participants

      2. Service levels may be adjusted as product matures

      3. No financial penalties or credits during Design Partner phase

      4. Terms subject to change with program evolution

   2. Service Limitations

      1. Product is in active development

      2. Features may be added, modified, or removed

      3. Performance may vary during development

      4. Beta features explicitly excluded from SLA

   3. Exclusions. This SLA does not apply to:

      1. Issues resulting from customer actions or integrations

      2. Force majeure events

      3. Planned maintenance windows

      4. Third-party service disruptions

      5. Beta or experimental features

      6. Network issues outside Aude's control

   4. Program Understanding

      1. Design Partners acknowledge early-stage nature of product

      2. Feedback and issue reporting expected from partners

      3. Focus on collaborative improvement

      4. Regular communication about known limitations

      5. No guarantee of feature availability or performance

7. Communication

   1. Status Updates

      1. System status page available

      2. Email notifications for planned maintenance

      3. Critical issues communicated promptly

      4. Regular updates during incident resolution

   2. Reporting

      1. Monthly availability reports upon request

      2. Incident post-mortems when applicable

      3. Regular program status updates

      4. Performance trending analysis available

8. Modifications to SLA

   1. SLA terms may be updated with notice

   2. Changes communicated via email

   3. 30-day notice for material changes

   4. Immediate notice for critical updates