Service Level Agreement

1. Applicability

This Service Level Agreement (“SLA”) applies as follows:

Supaflow data platform (Replication Pipelines, Transformation, Activation Pipelines, Orchestration):
For Customers on Enterprise and Business Critical Supaflow plans, Supaflow guarantees that data will be loaded on schedule at least 99.95% of the time.
This guarantee applies only after each table from a data source has successfully synced the applicable data to the Customer's target destination for seven (7) consecutive days.

How this SLA applies to the Supaflow Products:

SaaS Product - Supaflow data platform (Replication Pipelines, Transformation, Activation Pipelines, Orchestration)

Hybrid Deployment - SaaS Product and DI Agent (on-prem).

If Supaflow does not achieve and maintain the service levels for its Services as described in this SLA, then Customer may be eligible for a Service Credit (as defined below). Supaflow may update the terms of this SLA from time to time. The then-current terms of this SLA are available at https://www.supa-flow.io/legal/sla

2. Definitions

Capitalized terms used but not defined in this SLA shall have the meanings ascribed to such terms in the Master Subscription Agreement or other agreement for Customer’s use of the Supaflow Products (the “Agreement”) or, if not defined in the Agreement, in the Master Subscription Agreement located at https://www.supa-flow.io/legal

The following terms, when used in this SLA, will have the following meanings:

“Account” means the Customer’s account on Supaflow. An Account may include multiple Connectors and Destinations. A Customer may have multiple Accounts.

“Data Pipeline” means a Supaflow Product offering that extracts and loads data from customer-specified sources to customer-specified destinations using Connectors.

“Activation Pipeline” means, with respect to Reverse ETL, a single configured data pipeline instance from a data source’s dataset or table to an object in a destination.

“Applicable Monthly Service Fees” means the total fees paid by Customer for the relevant Supaflow Product that are applied to the month in which a Service Credit is owed.

"Available Monthly Minutes" means the total number of minutes in a full month during which Downtime for a Core Service occurred.

“Connector” means a software that Supaflow provides to integrate a specific data source with a destination to create a data pipeline. Connectors are pre-built components that enable Customers to create pipelines between sources and destinations. The Connector does not include customer-built components, such as those created with the Supaflow Connector SDK.

“Core Service” means each of the Services for which a Monthly Uptime Percentage is set forth in the table in Section 4 (i.e., the Web Application, the API, Data Pipelines (SaaS), and the DI Agent (on-prem)).

“Services” means (a) Supaflow’s Web Application for accessing, viewing, and controlling Supaflow Products; (b) Supaflow’s API (including Supaflow’s REST API) for programmatically controlling Supaflow Products; and (c) the DI Agent that runs Supaflow data replication services.

“Customer” means the Customer as defined in the applicable Order Form for the Supaflow Products.

“Downtime” means a period of time, measured in minutes, when a Service is unavailable. For example, Supaflow’s Web Application is considered unavailable and accrues Downtime if a user attempts to access it and receives a 404 page, or if the Web Application fails to load. Downtime for a Core Service may be accrued only for Customers who have been subscribed to Supaflow Product(s) for the entire month in which the Downtime occurred.

“Hybrid Deployment” means a Supaflow Product architecture option that comprises a SaaS Product control plane and a DI Agent data plane. In a Hybrid Deployment, the DI Agent is downloaded and installed in the Customer’s environment and securely communicates with the Supaflow Cloud Platform. Only metadata required to configure, manage, and orchestrate the Supaflow Product resides in the control plane, while Customer Data remains in the Customer’s environment on the data plane. Additional details are available at https://www.supa-flow.io/security.

“On-Prem Software” means a downloadable data integration software component or product installed on-premises or in Customer’s private cloud environment provided by Supaflow to Customer.

“DI Agent” means the downloadable data-plane software and related infrastructure components that run Supaflow's Data Pipeline Services in the Customer’s environment, including compute, networking, traffic management, storage, database, orchestration, security, and observability.

“Orchestration” means a Supaflow Product offering that enables Customers to schedule, sequence, and coordinate the execution of Replication Pipelines, Transformation, and Activation Pipelines.

“SaaS Product” means a SaaS-based data integration product provided by Supaflow to Customer.

"Service Credit" means the percentage of the Applicable Monthly Service Fees credited back to the Customer following Supaflow’s claim approval.

“Service Credit Percentage” means the percentage of the Applicable Monthly Service Fees applied back to the Customer, for every 60 minutes of Downtime, in the form of a Service Credit.

“Transformation” means a Supaflow Product offering that enables Customers to set up, host, and/or orchestrate data transformation workflows in Customers’ data warehouses.

“Web Application” means Supaflow’s hosted, browser-based application used to access, view, configure, and control Supaflow Products.

3. Claims

Customer must submit claims to Supaflow Customer support at support@supa-flow.io
along with all information reasonably necessary for Supaflow to validate each claim, including: (a) a detailed description of the incident; (b) information regarding the
time and duration of the Downtime; (c) the number and location(s) of affected users (if applicable); and (d) descriptions of Customer’s attempts to resolve the incident.

Supaflow must receive the claim within two months of the end of the month in which the incident occurred. Supaflow will evaluate all reasonably available information and make a good-faith determination of whether a Service Credit is owed. Supaflow will use commercially reasonable efforts to process claims within 45 days of receipt.

If the Customer experiences Downtime across multiple Pipelines, they must submit a separate claim for each one. For instance, if there is Downtime in both a Salesforce and a MySQL pipeline, the Customer can qualify for two separate Service Credits by submitting two claims under this SLA.

4. Service Credits

Service Credits are the only remedy available to the Customer for any performance or availability problems with the Pipelines specified in this SLA. Customers cannot offset the Applicable Monthly Service Fees on their own for any issues related to performance or availability. Instead, Service Credits will be applied to the Customer's Account to reduce the Applicable Monthly Service Fees. These Service Credits cannot be exchanged for cash.

Monthly Uptime Percentage and Service Credit Percentage for each Service

If one Service experiences Downtime, the Customer will receive a Service Credit as outlined above, even if the other Core Services are working. If more than one Core Service is down concurrently, the Customer will receive the same Service Credit, not multiple credits.

Service Credits for Downtime related to Core Services may not exceed 100% of the Applicable Monthly Service Fees paid to Supaflow in the month the incident occurred, or 10% of the annualized fees paid for the current term.

Note: If the Customer has chosen AWS US as the hosting provider region and the AWS EU region is down, then the Customer would not be impacted.

5. Service Credit Calculation
Service Credits are calculated as follows:

SERVICE CREDITS = (DOWNTIME / 60) * APPLICABLE MONTHLY SERVICE FEES * SERVICE CREDIT PERCENTAGE

Example Calculation:

Customer incurs a total of $100 in Applicable Monthly Service Fees. During that month, Supaflow’s Service was unavailable for 90 minutes (1.5 hours) due to a server failure. For every 60 minutes of the 90 minutes of Downtime that the Service experienced, the Customer receives a 1% credit against the Customer’s future usage of Supaflow, for a total of $1.5 in Service Credits.

$1.5 (Service Credits) = (90 min / 60) (Downtime for Service) * $100 (Applicable Monthly Service Fees) * 1% (Service Credit Percentage)

6. Limitations

Downtime does not include unavailability of the data pipeline service due to the following:

• Maintenance requested by the Customer or scheduled maintenance by Supaflow or third-party providers. Supaflow will provide seven days’ advance written notice, or by e-mail, of scheduled maintenance, not to exceed 24 hours per month.

• Failure of equipment, software, or other parts of the Supaflow Products not listed as a Core Service.

• Outages of third-party connections or utilities, or any other reasons beyond Supaflow’s reasonable control.

• If Supaflow’s cloud vendor (GCP, AWS, or Microsoft Azure) experiences downtime, Customer does not accrue Downtime for Core Services during that period.

• Customer uses equipment, software, or Supaflow Products in a manner not recommended by the Supaflow Documentation.

• Customer has delayed, hindered, or prevented Supaflow from providing the Services, including by removing Supaflow’s access to Customer’s data sources or destinations.

• The source or destination has become unavailable due to unsupported equipment, software, or third-party services that are not fully functional, including but not limited to undocumented API changes, API limits, or sync failures caused by new or changed data that disrupts the schema mapping rules.

• Supaflow's suspension or termination of Customer’s access to the Supaflow Products in accordance with the Agreement.

• Customer's breach of the Agreement or of the applicable Order Form for the Supaflow Product.

• Customer's failure to reasonably respond to or cooperate with Supaflow to fix the issue.

• The applicable Supaflow Product is a Trial Product.

• Any downtime issues caused by Customer-developed code using the Connector SDK.