SERVICE LEVEL AGREEMENT

Effective 16 July 2026 · Last updated 16 July 2026

This Service Level Agreement ("SLA") sets out the availability commitment and support targets Org AI LLC ("we," "us," or "our") provides for the organization.ai platform (the "Services"). It forms part of, and is governed by, the agreement between you and us for the Services (the "Agreement"). Capitalized terms not defined here have the meaning given in the Agreement. If there is a conflict, the Agreement's order-of-precedence terms control.

This SLA applies to paid subscription plans. It does not apply to free, trial, evaluation, or beta plans, or to features designated as beta, preview, or experimental.

1. Definitions

"Downtime" means a period during which the core Services are not available for use, measured in minutes, as recorded by our monitoring described in Section 3. Downtime excludes any period covered by Section 5 (Exclusions).
"Monthly Uptime Percentage" means, for a given calendar month: (Total Minutes − Downtime Minutes) ÷ Total Minutes × 100, where Total Minutes is the number of minutes in that month.
"Core Services" means the ability to sign in and to run the primary product functions — the workspace, Company Brain search and answering, and document access. Ancillary functions (for example, non-critical analytics or cosmetic features) are not Core Services.
"Service Credit" means a credit, calculated as a percentage of the fees you paid for the affected Services for the month in which the shortfall occurred, applied against a future invoice.
"Scheduled Maintenance" means maintenance for which we give advance notice as described in Section 4.

2. Availability commitment

We will use commercially reasonable efforts to make the Core Services available with a Monthly Uptime Percentage of at least:

Plan	Monthly Uptime Percentage target
Standard paid plans	99%
Enterprise plan	99.9%
Free / trial / beta	No availability commitment

A target of 99% corresponds to approximately 7 hours 12 minutes of allowable Downtime in a 30-day month; 99.9% corresponds to approximately 43 minutes.

3. How availability is measured

Monthly Uptime Percentage is measured by our own monitoring of the Core Services from independent checks, recorded on our status page at status.organization.ai. A single measurement source is used consistently so that the figure is reproducible. Where you and we disagree on a measurement, our monitoring records are used, and we will review any good-faith evidence you provide.

4. Maintenance

Scheduled Maintenance. We aim to perform maintenance outside typical business hours and to give at least 24 hours' notice by email or on the status page. Scheduled Maintenance does not count as Downtime.
Emergency Maintenance. We may perform urgent maintenance — for example, to address a security vulnerability or prevent imminent failure — with shorter or no notice. Emergency Maintenance does not count as Downtime.

5. Exclusions

The availability commitment does not apply to, and Downtime does not include, any unavailability caused by:

Scheduled or Emergency Maintenance (Section 4);
factors outside our reasonable control, including force majeure events, internet or network failures beyond our infrastructure, and denial-of-service or other attacks;
your own systems, software, network, equipment, or configuration, or that of your users;
your use of the Services in a way not permitted by the Agreement or the documentation, or your failure to follow required configuration;
third-party services outside our control that you choose to connect or rely on, including connected applications (for example Google Workspace, Microsoft 365, Slack, Notion, Dropbox, GitHub, or a CRM) and third-party AI providers;
beta, preview, or experimental features, and free or trial plans;
suspension or termination of your access in accordance with the Agreement, including for non-payment or breach.

6. Service Credits

If the Monthly Uptime Percentage for the Core Services falls below the applicable target in a given month, you may request a Service Credit as set out below.

Monthly Uptime Percentage	Service Credit (% of that month's fees for the affected Services)
Below target but ≥ 99.0%	No compensation
Below 99.0% but ≥ 95.0%	10%
Below 95.0%	20%

Worked example. Suppose your Core Services were unavailable for 600 minutes (10 hours) in a 30-day (43,200-minute) month. Monthly Uptime Percentage = (43,200 − 600) ÷ 43,200 × 100 = 98.61%. That is below 99.0% but at or above 95.0%, so you would be entitled to a 10% Service Credit against a future invoice. If your monthly fee for the affected Services were $500, the credit would be $50.

7. How to claim a Service Credit

Submit a written request to [email protected] within 30 days of the end of the month in which the shortfall occurred, with enough detail for us to verify the claim (approximate dates and times of unavailability).
If we confirm the shortfall, we will apply the Service Credit to a future invoice within a reasonable period.
Total Service Credits in any single month will not exceed 20% of the fees you paid for the affected Services for that month.
Service Credits are the sole and exclusive remedy for any failure to meet the availability commitment. They have no cash value and are not refundable.
To be eligible, your account must be in good standing and current on all payments.

8. Support

We provide support by email at [email protected]. We will use commercially reasonable efforts to respond within the following targets, based on the severity you report and your plan. Response targets are for an initial human response during our support hours, not a time to resolution.

Severity	Description	Target initial response
P1 — Critical	Core Services down or unusable for all of your users, no workaround	As defined by your subscription tier or within 24 hours
P2 — High	A major function is impaired or degraded; a workaround may exist	As defined by your subscription tier or within 48 hours
P3 — Normal	A minor function is impaired; limited impact	As defined by your subscription tier or within next 2 business days
P4 — Low	Question, cosmetic issue, or feature request	As defined by your subscription tier or within next 5 business days

Support hours, channels, and any enhanced or dedicated support are as stated in your plan or order.

9. Changes to this SLA

We may update this SLA from time to time. If we make a material adverse change, we will give notice as required by the Agreement. The version in effect at the start of your then-current subscription term applies for that term unless the Agreement states otherwise.

10. Contact

Questions about this SLA can be sent to [email protected].

Org AI LLC
1007 N. Orange Street
4th Floor, Suite 1382
Wilmington, DE 19801
United States