Service Level Agreement

Good Face support of the Platform under the Agreement shall be subject to this SLA. Good Face shall respond to and resolve Customer's requests for service as follows.

1. Availability Requirement

Good Face shall make the Platform Available at least ninety-nine percent (99.0%) of the time excluding any planned or emergency maintenance. "Available" means the Platform is available and operable for access and use by Customer over the Internet in full conformity with the Documentation.

2. Service Credits

2.1 Eligibility. To be eligible to receive a service credit for Good Face's failure to meet the Service Level Commitment ("Service Credit"), Customer must submit a "System Down" message to team@thegoodfaceproject.com within fifteen (15) minutes of experiencing the event. Good Face will address this message within four (4) business hours. Good Face's monitoring and logging infrastructure is the sole source of truth for determining whether Good Face has met the Service Level Commitment.

2.2 Issuance. If Good Face confirms a failure to meet the Availability Requirement, Good Face will apply the Service Credit against a future payment due from Customer for Good Face's Platform, provided that Customer's account is fully paid up, without any overdue payments or disputes. No refunds or cash value will be given for unused Service Credits. Service Credits may not be transferred or applied to any other Good Face account or Product. The aggregate maximum Service Credit applied to an invoice will not exceed 100% of the amount invoiced for the affected Cloud Product in that invoice billing period.

3. Eligible Modules and Service Credits Definitions

The critical modules for continuous Customer access to Good Face and for upholding this Service Level Agreement are My Formulas and My Raw Materials.

Table I — Eligible Modules

Table II — Service Credits

• Percentage of the monthly fees attributed to the affected month of operation of the Good Face Platform.

4. Service Credits Calculation

The monthly uptime percentage is determined by subtracting from 100% the percentage of Downtime Minutes out of the total minutes in the relevant calendar month. All calendar months are measured in the UTC time zone.

Example Calculation

5. Exclusive Remedies

Service Credits are Customer's exclusive remedy and Good Face's entire liability for Good Face's failure to meet the Service Level Agreement.

6. Exclusions

Customer is not entitled to Service Credits if Customer is in breach of the Agreement or has not provisioned Good Face's Platform. The Service Level Commitment does not include unavailability to the extent due to:

• Customer's use of Good Face Platform in a manner not authorized under the Agreement
• Force majeure events or other factors outside of Good Face's reasonable control, including internet access or related problems
• Customer equipment, software, network connections or other infrastructure
• Customer Data or Customer Materials (or similar concepts defined in the Agreement)
• Third-Party Products
• Routine scheduled maintenance or reasonable emergency maintenance as stated in the Good Face Maintenance Policy

The Service Level Commitment does not apply to (i) sandbox instances or Free or Beta Products, or (ii) features excluded from the Service Level Commitment in the applicable Documentation.

7. Scheduled Downtime

Good Face may reasonably schedule periods of time during which the Platform is being maintained and is temporarily unavailable (" Scheduled Downtime"). Good Face will reasonably attempt to schedule all Scheduled Downtime:

• On the weekend between the hours of 6:00 p.m. Friday and 3:00 a.m. Monday, Pacific Standard Time
• No more frequently than once per week

8. Support and Escalation

Good Face will use commercially reasonable and continuous efforts to provide a resolution to each problem reported by Customer for the Platform. Good Face shall respond to Customer requests for support within four (4) business hours, and shall provide continuous efforts to resolve reported problems within three (3) business days. For purposes of this SLA, "continuous" means Good Face's engineering support will operate on a continuous basis during Good Face's normal business hours until the reported problem has been resolved. If twice during any one calendar month Good Face fails to meet the support response and resolution times of this SLA, Customer will receive a partial refund in the form of a 5% service credit of the Fees paid under such Order during that month.

9. Disaster Recovery

9.1 Disaster Recovery Commitment. Good Face maintains a disaster recovery plan designed to restore the Platform and Customer Data in the event of a catastrophic failure, natural disaster, cyberattack, or other event that renders the primary Platform infrastructure inoperable (each, a "Disaster Event").

9.2 Recovery Objectives.

• Recovery Time Objective (RTO): Good Face will restore Platform availability and operability within twenty-four (24) hours of declaring a Disaster Event.
• Recovery Point Objective (RPO): Good Face maintains backup systems designed to limit Customer Data loss to no more than the previous twenty-four (24) hours of data. Customer Data is backed up daily at a minimum.

9.3 Backup Procedures.

• Frequency: Customer Data is backed up at least once every twenty-four (24) hours
• Retention: Backups are retained for a minimum of thirty (30) days
• Location: Backups are stored in geographically diverse data centers, physically separated from primary production systems by at least one hundred (100) miles
• Encryption: All backups are encrypted both in transit and at rest using industry-standard encryption protocols
• Testing: Good Face tests backup restoration procedures at least quarterly to verify data integrity and recovery processes

9.4 Disaster Declaration and Communication.

Declaration. Good Face's senior technical leadership will declare a Disaster Event when:

• Primary Platform infrastructure experiences complete failure affecting all Customers
• A security incident results in comprehensive system compromise
• Natural disaster or other catastrophic event renders primary data center(s) inoperable
• Any event that reasonably indicates Platform recovery will exceed twelve (12) hours using standard support procedures

Customer Notification. Within two (2) hours of declaring a Disaster Event, Good Face will:

• Send email notification to all Customer primary contacts listed in Order Forms
• Post status updates on Good Face's status page (if available)
• Provide initial assessment of expected recovery timeline
• Establish a dedicated communication channel for customer updates

Ongoing Updates. During disaster recovery operations, Good Face will provide status updates to Customers at least every four (4) hours until Platform services are restored.

9.5 Customer Responsibilities During Disaster Recovery. Customer agrees to:

• Monitor communications from Good Face regarding disaster recovery status
• Respond to Good Face verification requests within four (4) business hours when services are restored
• Report any data inconsistencies or integrity issues within five (5) business days of restoration
• Maintain their own local copies of critical data as an additional precaution
• Refrain from attempting to access the Platform during active recovery operations unless specifically authorized by Good Face

9.6 Disaster Recovery SLA Performance.

RTO Breach. If Good Face fails to restore Platform availability within twenty-four (24) hours of declaring a Disaster Event:

RTO Breach Credits

RPO Breach. If Customer Data loss exceeds twenty-four (24) hours:

RPO Breach Credits

Service credits for Disaster Recovery breaches are cumulative with other SLA breach credits but cannot exceed 100% of monthly Fees in any single month.

9.7 Disaster Recovery Plan Updates. Good Face will review and update its disaster recovery plan at least annually or following any significant infrastructure changes. Upon Customer's written request (not to exceed once per year), Good Face will provide Customer with a summary of its disaster recovery procedures, excluding confidential technical details that could compromise security.

9.8 Limitations and Exclusions. This Disaster Recovery commitment does not apply to:

• Data loss resulting from Customer's actions, including deletion of data by authorized Users
• Force majeure events lasting longer than seventy-two (72) hours that prevent access to both primary and backup infrastructure
• Disaster Events caused by Customer's breach of Section 3.3 (Use Restrictions) of the Agreement
• Third-Party Services or integrations not controlled by Good Face
• Customer Data that Customer failed to migrate or upload to the Platform