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Docmgn Envelope ID:9BDBD300-F972-4CC8-81-)30-40FE04AAD195 fir► Peregrine 3. Scope of Services This SLA applies solely to the production environment of the Service provided by Peregrine to the End User under the Agreement. It does not apply to beta features, pre-release functionality, custom development projects, or third-party integrations unless explicitly stated otherwise in the Agreement or an applicable statement of work. Beta features, pre-release functionality, custom development projects, and experimental features are provided "as is," without warranty of any kind, and are excluded from all service level commitments. Support and service level commitments are limited to the functionality and performance of the Service as made generally available by Peregrine. 4. Service Availability Commitment Peregrine will use commercially reasonable efforts to ensure that the Service meets or exceeds an Availability level of 99.9%during each calendar month, excluding Excluded Downtime. 4.1. Measurement of Availability Peregrine commits to achieving an Availability level of 99.9%during each calendar month, excluding Excluded Downtime, and will use commercially reasonable efforts to meet or exceed this standard. Availabilityo _ Total Minutes—Downtime Minutes 100 where "Total Minutes" excludes minutes Total Minutes of Excluded Downtime. Peregrine provides availability metrics at status.peregrine.io. 4.2. Excluded Downtime Excluded Downtime includes, but is not limited to: • Scheduled Maintenance (as defined in under the Scheduled Maintenance heading), • Emergency Maintenance, • Downtime caused by Force Majeure Events, • Downtime resulting from the End User's misuse, improper configuration, or failure to comply with Peregrine's published documentation, • Downtime caused by third-party services, networks, hardware, or software not controlled by Peregrine. S. Support Services Peregrine will provide End User with technical support for the Service as described below: Support Hours;Standard support is available during Peregrine's normal business hours, defined as 6:30 a.m. to 6:30 p.m. Pacific time, Monday through Friday, excluding Peregrine-observed holidays. Support Channels: End Users may initiate support requests via Peregrine's designated email support address or support ticketing system, as specified in the Agreement or provided separately by Peregrine. 24/7 Support for Critical Incidents: For Severity 1 (Critical) Incidents, Peregrine will provide support on a 24x7x365 basis, including outside of normal business hours.