Service Level Agreement

This Service Level Agreement ("SLA") from Pi Health Inc. and its affiliates establishes the terms for support services related to the FICS (Front-End Interoperable Capture Software) clinical trial platform.

1. Definitions

• "Error" means a reproducible failure where the service does not match specifications in documentation, traceable to a single cause.
• "Incident" means a support request spanning from initial contact until resolution or determination that resolution is not possible.
• "Maintenance Release" means updates containing corrections, enhancements, or improvements without new features requiring additional charges.
• "New Release" means distinct new versions with additional features that may require separate agreements and costs.
• "Remote Services" means support delivered via internet using remote access software.
• "Resolve" means provision of corrective support, instructional information, upgrade guidance, or notice of known issues.
• "Respond" means initial acknowledgment of a support request by telephone, email, or other means.

2. Scope

This SLA applies to Pi Health's provision of the FICS Platform and associated services, forming part of the broader Terms & Conditions agreement between Pi Health and customers.

3. Service Availability

Pi Health shall use commercially reasonable efforts to make the FICS Platform available 99.5% of the time during each calendar month, excluding scheduled maintenance windows.

4. Incident Priority Levels

Priority 1 (Critical): Complete system outage or critical functionality unavailable affecting all users.

• Response Time: 1 hour
• Resolution Target: 4 hours

Priority 2 (High): Major functionality impaired, workaround not available.

• Response Time: 4 hours
• Resolution Target: 8 hours

Priority 3 (Medium): Functionality impaired but workaround available.

• Response Time: 8 hours
• Resolution Target: 3 business days

Priority 4 (Low): Minor issue or cosmetic defect.

• Response Time: 1 business day
• Resolution Target: Next scheduled release

5. Support Hours

Standard support is available Monday through Friday, 8:00 AM to 8:00 PM Eastern Time, excluding US federal holidays. Priority 1 incidents are supported 24/7.

6. Maintenance

Pi Health will perform scheduled maintenance during off-peak hours (weekends or between 10:00 PM and 6:00 AM Eastern Time) with at least 48 hours advance notice. Emergency maintenance may be performed at any time with as much notice as reasonably practicable.

7. Exclusions

This SLA does not apply to:

• Issues caused by factors outside Pi Health's reasonable control
• Issues resulting from Customer's failure to adhere to required configurations
• Issues caused by Customer's use of the Services in a manner not authorized in the Agreement
• Features identified as beta or pre-release
• Scheduled maintenance windows

8. Remedies

If Pi Health fails to meet the 99.5% availability target, Customer may request a service credit equal to 5% of the monthly fees for each full percentage point below the target, up to a maximum of 25% of the monthly fees.