Last Updated: February 27, 2026

This Service Level Agreement (“SLA”) is incorporated into and forms part of the Agreement between Taktile and Customer. Capitalized terms not defined in this SLA have the meanings set forth in the Agreement.

1. DEFINITIONS

“Availability” means the percentage of time the Platform is operational and accessible during a calendar month, calculated as set forth in Section 3.3.

“Business Day” means Monday through Friday, excluding federal holidays of the Taktile contracting entity, during Business Hours.

“Business Hours” means 9:00 a.m. to 6:00 p.m. Eastern Time (for US, Canada, and LATAM) and 9:00 a.m. to 6 p.m. Central European Time (EU, UK, and Swiss) on Business Days.

“Emergency Maintenance” means unscheduled maintenance performed outside the Scheduled Maintenance Window that is necessary for security, stability, or regulatory compliance.

“Fees” means the prorated monthly amount attributable to the base Platform subscription, excluding usage-based decision fees, setup fees, Solution Engineering Services fees, third-party data provider pass-through costs, and overage charges.

“Scheduled Maintenance” means planned maintenance performed during the Scheduled Maintenance Window or with at least forty-eight (48) hours’ advance notice.

“Scheduled Maintenance Window” means 10:00 p.m. - 6:00 a.m. ET or CET on weekends (Friday, Saturday, or Sunday nights).

“Service Credit” means a credit against future Platform subscription Fees issued to Customer in accordance with Section 5.

“Service Level Failure” means Taktile’s failure to meet the Availability commitment set forth in Section 3.2 in any calendar month.

2. SERVICE COMMITMENT

Taktile shall use commercially reasonable efforts to maintain the Platform consistent with the Availability target set forth below. This SLA states Customer’s sole and exclusive remedy for any Service Level Failure.

3. PLATFORM AVAILABILITY

3.1 Scope. This SLA applies solely to Platform uptime and does not extend to: (i) third-party services, integrations, APIs, data providers, or external systems connected to or accessed through the Platform, regardless of whether such services are purchased through or resold by Taktile; (ii) Customer-created decision flows, modules, or configurations; (iii) Customer’s network connectivity, internet service provider, or internal IT infrastructure; or (iv) Beta Features or sandbox environments.

3.2 Availability Target. Taktile shall use commercially reasonable efforts to maintain Availability of at least 99.9% during each calendar month, excluding: (a) Scheduled Maintenance or Emergency Maintenance; (b) acts or omissions of Customer or its Authorized Users, including misuse or violations of the Agreement; (c) third-party services, integrations, data providers, APIs, or networks outside Taktile’s control; (d) Customer’s network connectivity, internet service provider, or internal IT infrastructure; (e) force majeure events beyond Taktile’s reasonable control; (f) Customer’s failure to use the Platform in accordance with Documentation; and (g) Beta Features or sandbox environments.

3.3 Availability Calculation. Availability is calculated as: 

Availability = ((Total Minutes in Month – Total Minutes Unavailable) × 100) / Total Minutes in Month

Taktile’s monitoring systems and records are the sole basis for all Availability calculations.

4. CUSTOMER COOPERATION

4.1 Root Cause Determination. Customer acknowledges that because third-party data providers and integrations are connected to the Platform, Customer’s cooperation may be necessary to determine whether a platform availability or performance issue originates from the Platform or from a third-party service. To enable Taktile to investigate and resolve issues:

(a) If Customer experiences a platform availability or performance issue, Customer will promptly notify Taktile via the Platform’s ticketing system or support@taktile.com;

(b) Customer will provide Taktile with information reasonably requested to diagnose the issue, including any modifications Customer has made to its usage of the Platform, connected integrations, or third-party data provider configurations;

(c) If the issue cannot be reproduced by Taktile, Customer will describe the issue as precisely as possible and assist Taktile in reproducing it; and

(d) Unless commercially unreasonable, Customer will implement suggestions from Taktile regarding the elimination of issues.

4.2 Third-Party Issues. If Taktile reasonably determines that an issue originates from a third-party service, integration, or data provider (including products resold by Taktile), such issue shall not constitute a Service Level Failure and shall not be counted toward Availability calculations.

5. SERVICE CREDITS

5.1 Credit Eligibility. If Availability falls below 99.9% in any calendar month, Customer may be eligible for a Service Credit.

5.2 Credit Calculation. Service Credits are calculated by multiplying the Fees for the affected month by the applicable percentage:

5.3 Maximum Credit. Service Credits shall not exceed 25% of Fees for the affected month.

5.4 Request Process. To receive a Service Credit, Customer must submit a written request (email to support@taktile.com suffices) within thirty (30) days of the last day of the month in which the Service Level Failure occurred. Failure to request within this timeframe results in forfeiture. Taktile will apply confirmed credits to future invoices within thirty (30) days.

5.5 Limitations. Service Credits: (a) have no cash value and may not be exchanged for cash, refunded, or transferred; (b) may only be applied toward Platform Fees; (c) expire upon termination or non-renewal of the Agreement; (d) are exclusive of applicable taxes; and (e) do not accumulate across months and cannot be combined with other remedies.

6. SUPPORT

6.1 Support Channels. Customer may submit support requests via the Platform’s ticketing system or support@taktile.com.

6.2 Target Response Times. Taktile will use commercially reasonable efforts to respond within the following target timeframes:

6.3 Clarification. Response times are targets for initial qualified response and do not represent resolution timeframes. Resolution times depend on issue complexity and may require Customer cooperation. Response times do not apply to issues caused by Customer, unauthorized use, or third-party services outside Taktile’s control. Service Credits do not apply to response time targets.

7. MAINTENANCE

7.1 Scheduled Maintenance. Taktile may change the Scheduled Maintenance Window upon seven (7) days’ advance notice. 

7.2 Emergency Maintenance. Taktile will use reasonable efforts to provide advance notice of Emergency Maintenance where possible and will provide prompt notice as soon as commercially reasonable.

8. EXCLUDED SERVICES

This SLA does not cover professional services, custom development, training, integration services, debugging of Customer-created decision flows, or support for third-party systems.

9. REMEDIES

9.1 Service Credits, as set forth in Section 5, are the Customer’s sole and exclusive remedy for any individual Service Level Failure.

9.2 Chronic Downtime. Notwithstanding Section 9.1, if the Platform fails to meet the Availability Target for three (3) consecutive calendar months during a Subscription Term, Customer may terminate the Agreement for cause in accordance with Section 5.3 of the Terms of Service. This termination right must be exercised within thirty (30) days following the end of the third consecutive month of Service Level Failure and does not affect any Service Credits accrued during the affected period.

9.3 No other remedies, including refunds or damages, are available for Availability failures.

10. MODIFICATIONS

Taktile may modify this SLA upon thirty (30) days’ prior written notice. Customer’s continued use of the Platform following such notice period constitutes acceptance of the modified SLA. 

11. GENERAL

11.1 This SLA requires both parties to act in good faith.

11.2 Taktile’s monitoring systems and records are the sole basis for determining Availability and Service Credit eligibility.