Service Level Agreement (SLA)

Last Updated: September 16, 2025

This Service Level Agreement ("SLA") is part of the Master Subscription Agreement ("Agreement") between Hund, LLC ("we", "us", "our", or "Hund") and you ("Customer"). This SLA applies to the Covered Services you have purchased. All capitalized terms used but not defined in this SLA will have the meaning given to them in the Agreement.

1. Service Commitment

Hund will use commercially reasonable efforts to make the Covered Services available with a Monthly Uptime Percentage as specified below (the "Service Commitment"). This SLA distinguishes between the "Usage-Based Tier," which applies to customers on our public pricing, and the "Enterprise Tier," which applies to customers with a custom, executed ordering document.

2. Definitions

• "Covered Services" means the hosted status page service and the native monitoring service, but does not include any beta, free, or trial services. Availability of Managed Subscriber Services depends on third-party providers and is not covered by this SLA. Failures or delays in such services will not count as Downtime.
• "Downtime" means the total number of minutes in a calendar month during which the Covered Services are "Unavailable." A minute is considered "Unavailable" if all continuous requests to the Covered Services within that minute fail or return an error code, resulting in an Error Rate of 100%.
• "Error Rate" means the total number of failed requests divided by the total number of requests during a one-minute interval.
• "Managed Subscriber Services" means any feature where Hund sends notifications on the Customer's behalf using Hund-provided infrastructure (such as managed email or SMS gateways), as opposed to features where the Customer configures their own sending services (such as their own SMTP server).
• "Monthly Uptime Percentage" is calculated as: ((Total Minutes in a Month - Downtime) / Total Minutes in a Month) * 100.
• "Scheduled Maintenance" means maintenance for which we provide at least 48 hours' notice. Hund will use commercially reasonable efforts to minimize the duration of any Scheduled Maintenance and to schedule it during off-peak hours (based on Coordinated Universal Time (UTC)).
• "Service Credit" means a credit, calculated as set forth below, that we may apply to an eligible account.

3. Service Credits

If we fail to meet the Service Commitment, you will be eligible to receive a Service Credit. Service Credits are calculated as a percentage of your monthly fees paid for the affected Covered Services for the month in which the failure occurred, excluding any fees attributable to Managed Subscriber Services.

Usage-Based Tier (99.9% Commitment)

Enterprise Tier (99.95% Commitment)

4. Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by emailing support@hund.io. To be eligible, the credit request must be received by us within thirty (30) days after the month in which the incident occurred and must include:

1. "SLA Credit Request" in the subject line;
2. The dates and times of each Downtime incident that you are claiming;
3. Your account name and any affected status page domains; and
4. Any logs or documentation that corroborate the claimed outage.

Hund's internal monitoring and logging systems will be the sole source of information used to determine Downtime and calculate the Monthly Uptime Percentage. Third-party monitoring reports or measurements will not be accepted as evidence of unavailability.

If the Monthly Uptime Percentage of such a request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Service Credits will be applied against future payments due from you. Service Credits are not transferable and cannot be redeemed for cash.

5. SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of the Covered Services, or any other performance issues:

1. Caused by a Force Majeure Event as defined in the Agreement;
2. That result from Scheduled Maintenance;
3. That result from your equipment, software, or other technology and/or third-party equipment, software or other technology (other than third-party equipment within our direct control);
4. That arise from our suspension or termination of your right to use the Covered Services in accordance with the Agreement;
5. Caused by your breach of the Agreement or the Acceptable Use Policy;
6. That result from Customer's misuse of the Services, including but not limited to, improper use of the API that results in performance degradation for the Customer's own account; or
7. That result from general internet problems, failures of third-party network infrastructure, or other factors outside of our reasonable control.

6. Sole Remedy

This SLA states your sole and exclusive remedy for any failure by us to meet the Service Commitment. Our obligation to provide Service Credits is limited to a maximum of 100% of the monthly fee paid for the specific Covered Service affected during the relevant month, and will not apply to other Covered Services or fees under your account.