Service Level Agreement

Last updated on October 30, 2025

Profound Service Level Agreement

This Service Level Agreement (this “SLA”) is incorporated into the agreement between Profound and Customer referencing this SLA (the “Agreement”). Capitalized terms used but not defined in this SLA will be understood to have the meanings given to them in the Agreement.

1. Definitions

1. “Downtime” means a period during which a Service cannot be accessed over the Internet due to bugs in Profound-provided software or failures of Profound-managed infrastructure, except to the extent resulting in whole or in part from an Exception.
2. “Downtime Minutes” means, with respect to Service and a given month, the total number of non-overlapping minute-long periods of uninterrupted Downtime of such Service in such month.
3. “Exception” means any of the following: (i) issues with Internet connectivity beyond Profound’s network demarcation point; (ii) failure, interruption, outage, or other problem with any software, hardware, system, network, or facility not supplied by Profound; (iii) downtime in connection with maintenance; (iv) Profound’s suspension of a Service in response to a security incident or malware; (v) issues involving or caused by a Third-Party Platform or AI Platform; or (vi) issues related to Trials and Betas.
4. “Monthly Uptime Percentage” means, with respect to a Service and a given month, a percentage calculated as follows: (i) (A) the Total Minutes for such month, minus (B) the Downtime Minutes for such Service in such month, divided by (ii) the Total Minutes for such month.
5. “Total Minutes” means, with respect to a month, the total number of non-overlapping minute-long periods in such month.

2. Uptime Target.

Profound will use commercially reasonable efforts to ensure that each Service achieves a Monthly Uptime Percentage of 99.9% or greater (the “Uptime Target”).

3. Service Credits.

If Profound fails to satisfy the Uptime Target with respect to a month, then Customer’s sole and exclusive remedy will be to request a credit pursuant to the procedure set forth in Section 4 of this Attachment (a “Service Credit”). The Service Credit for a month is equal to (a) the percentage set forth in the “Service Credit” column below corresponding to the Monthly Uptime Percentage for such month, multiplied by (b) the Fees corresponding to the affected Service(s) for such month:

4. Service Credit Requests.

To be eligible to receive a Service Credit, Customer must submit a claim by sending an email to [email protected]. The credit request must be received no later than 30 days after the end of the month in which the failure to meet the Uptime Target occurred and must include: (a) the words “Service Credit Request” in the subject line; (b) the date and time on which each instance of Downtime occurred; and (c) reasonable supporting evidence (e.g., logs or screenshots) demonstrating the Downtime. If Profound confirms that the Uptime Target was not satisfied in such month, then Profound will issue a Service Credit to Customer calculated in accordance with Section 3. Profound will apply each Service Credit to Customer’s next invoice if Customer’s account is fully paid up and there are no outstanding payment issues or disputes. Customer will not receive any refund for any unused Service Credits.