AutoAttach Service Level Exhibit
Effective: August 13, 2026
This Service Level Exhibit is incorporated into the Subscription Agreement between Auto Attach LLC ("AutoAttach") and Customer.
1. Uptime Commitment
AutoAttach will make the service available with a Monthly Uptime Percentage of at least 99.9%. "Monthly Uptime Percentage" means the total minutes in a calendar month, minus minutes of Downtime, divided by total minutes in that month. "Downtime" means the service is unavailable to all users at a rooftop, excluding the exclusions in Section 4.
2. Service Credits
If the Monthly Uptime Percentage falls below 99.9% in a month, Customer is entitled to a credit against future subscription fees for the affected rooftops:
| Monthly Uptime Percentage | Credit (% of monthly subscription fee) |
|---|---|
| Below 99.9% but at least 99.0% | 5% |
| Below 99.0% but at least 98.0% | 10% |
| Below 98.0% but at least 95.0% | 20% |
| Below 95.0% | 30% |
If the Monthly Uptime Percentage falls below 95.0% in three (3) consecutive months, Customer may terminate the affected rooftop subscriptions on written notice without early termination liability.
3. Credit Process
To receive a credit, Customer must request it in writing within thirty (30) days after the end of the month in which the Downtime occurred, including dates and times. Credits apply to future invoices only, are not payable in cash, do not apply to onboarding or equipment lease fees, and are Customer's sole and exclusive remedy for any failure to meet the uptime commitment.
4. Exclusions
Downtime does not include unavailability caused by: (a) scheduled maintenance performed outside 7:00 a.m. to 9:00 p.m. Eastern with at least 48 hours' notice; (b) emergency maintenance reasonably necessary to protect the service; (c) Customer's equipment, network, or internet connectivity; (d) third-party systems not controlled by AutoAttach, including dealer DMS platforms and public internet failures; (e) suspension permitted under the Subscription Agreement; (f) beta or preview features; or (g) force majeure.
5. Support
Support is available Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern, excluding federal holidays, at support@autoattach.com. Target initial response times:
| Priority | Definition | Target response |
|---|---|---|
| P1 | Service unavailable for a rooftop | 1 business hour |
| P2 | Material feature degraded, workaround exists | 4 business hours |
| P3 | General questions, minor issues | Next business day |
Auto Attach LLC | autoattach.com | Sarasota County, Florida