This Scribe Service Level Agreement (this “SLA”) is entered into by and between Colony Labs, Inc. dba Scribe (“Scribe”) and the Customer set forth in the Order or Master Services Agreement (the "Agreement") referencing this SLA ("Customer") and is effective as of the date of such Agreement. This SLA is incorporated by reference into the Agreement and made a part thereof. Defined terms used in this SLA but not otherwise defined herein shall have the respective meanings ascribed to such terms in the Agreement.

1. Scope. This SLA sets forth certain terms and conditions related to the performance and availability of specified Scribe Services. This SLA is only effective if Scribe has specifically offered and agreed to provide Customer this SLA in an Order, linked to this SLA in the Agreement, or independently executed this SLA.

2. Availability Commitment. Scribe shall undertake commercially reasonable efforts to make the Services Available to Customer 24 hours a day, 7 days a week, every day of each year. Scribe commits to the following Availability Commitments and Customer is eligible for the corresponding Service Credits for Scribe’s failure to achieve the applicable Availability Commitments, as detailed below:

3. Calculation. The monthly uptime percentage indicated in the above tables as the Availability Commitment is determined by subtracting from 100% the percentage of accumulated time, measured in minutes, during which Customer is unable to access and use the Services for their intended purpose for reasons other than an Excluded Event from the total minutes in the relevant calendar month (i.e., “(a – b) / a) x 100” where:

“Excluded Event” means (1) any service interruption caused by a security threat until such time as the security threat has been eliminated; (2) reasons of a Force Majeure Event; (3) issues arising from use of the Services by Customer, its Users, its employees, contractors, agents or representatives, third party vendors or service providers, or any other person or entity gaining access to the Services at the request of Customer or its Users in manner not authorized under the Agreement; (4) Customer equipment, software, network connections or other infrastructure; (5) Third Party Products; and/or (6) unavailability caused by Scheduled Maintenance.

“Scheduled Maintenance” means any scheduled maintenance from Friday to Sunday between the hours of 10:00 p.m. PT to 6:00 a.m. PT (UTC-7 or 8, as applicable) or such other scheduled maintenance period outside of this window, where Scribe has provided Customer with at least 72 hours advance notice.

This calculation is done independently for each Service. All calendar months are measured in the UTC time zone.

4. Eligibility. To be eligible to receive the corresponding service credits above to be applied to Customer’s future invoices and subscription terms for Scribe’s failure to achieve the above Availability Commitments (“Service Credit”), Customer must be current with respect to all payment obligations due and payable to Scribe and may not be in breach of the Agreement.

5. Service Credit Application.

(a) Customer must submit a request to [email protected] with full and accurate details of the alleged Availability Commitment failure, including the words “SLA Credit Request” in the subject line; the dates, times, and affected Services of each incident subject to a Service Credit request; the billing cycle with respect to which Customer is claiming Service Credits; and any request logs that document and/or corroborate the errors (any confidential or sensitive information in these logs should be removed or replaced with asterisks), and any other information or documentation in your possession reasonably requested by Scribe.

(b) Service Credit requests must be submitted within fifteen (15) days after the end of the calendar month in which the alleged failure occurred. Scribe’s status page at https://status.scribe.com/, and its underlying monitoring and logging infrastructure will be determinative in the assessment of whether Scribe has achieved the applicable Availability Commitment.

(c) If Scribe confirms that it has not achieved the applicable Availability Commitment, then Scribe will calculate and apply the amount of the Service Credit against a future payment due from Customer for the affected Services (or due from a Scribe reseller to Scribe in the case of Services sold to Customer by a Scribe reseller, and not to Customer directly and the Scribe reseller will be solely responsible for issuing the appropriate Service Credit amounts to Customer). No refunds or cash value will be given for unused Service Credits. Service Credits may not be transferred or applied to any other Customer account with Scribe or unaffected Services.

(d) The aggregate maximum Service Credit applied to an invoice will not exceed 100% of the amount invoiced for the affected Services in that invoice billing period (which, since Service Credits are applied to future payments, is not the month in which the affected Services were unavailable). Service Credits are Customer’s exclusive remedy and Scribe’s entire liability with respect to Scribe’s failure to meet the Availability Commitments.

‍

Version Last Updated: August 7, 2026