Service Level Agreement

GlueArrow Cloud Service — Service Level Agreement

Document identifier: GA-SLA-1.0 · Effective date: 2026-04-24

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1. Scope

This Service Level Agreement ("SLA") applies to the GlueArrow cloud-hosted services (the "Cloud Service") that the GlueArrow Box OS software optionally communicates with, including station registration, schedule sync, ad delivery, proof-of-play mirror, software update distribution, and the administrative cloud dashboards.

This SLA does not apply to:

• The on-premises Box OS engine itself, which is offline-first and continues operating independently of the Cloud Service;
• Beta, Early Access, Preview, or Developer Preview features expressly designated as such;
• Customer-supplied infrastructure (network, power, premises);
• Third-party services not under GlueArrow's control (RTMP destination platforms, customer DJ software, optional Sub-processors enabled by Customer).

This SLA forms part of the Principal Agreement between GlueArrow and the Customer. In the event of conflict, the Principal Agreement controls except with respect to the specific service commitments set out below, which prevail.

2. Service Tiers and Commitments

Tier	Monthly Uptime Commitment	Support response (P1)	Support response (P2)	Support hours
Free / Self-managed	No commitment (best effort)	Best effort	Best effort	Community
Standard	99.5 %	8 business hours	24 business hours	Business hours, GlueArrow business days
Business	99.9 %	2 business hours	8 business hours	Business hours + on-call escalation
Enterprise	99.95 %	1 hour, 24×7	4 hours, 24×7	24×7 with dedicated escalation contact

The applicable tier for a given Customer is recorded in the Order Form or subscription record associated with the Customer's account.

3. Definitions

• "Monthly Uptime Percentage" is calculated as: (total minutes in the calendar month − total Downtime minutes attributable to GlueArrow) / total minutes in the calendar month × 100.
• "Downtime" means a period of time during which the Customer is unable to access the core functions of the Cloud Service due to a failure within GlueArrow's infrastructure, measured by GlueArrow's monitoring of the public health endpoints of the Cloud Service.
• "Severity Level 1 (P1)" means a complete outage of the Cloud Service or a security incident actively affecting Customer data or operations.
• "Severity Level 2 (P2)" means a significant degradation of a major feature, or partial outage affecting some Customers but not all.
• "Severity Level 3 (P3)" means a non-critical issue, minor defect, feature request, or general inquiry. P3 response time is up to 5 business days for all paid tiers.
• "Business hours" means 09:00 to 18:00 in the time zone of the Customer's primary registered office, on Monday through Friday, excluding US federal holidays.
• "Business day" means a day other than a weekend or US federal holiday.
• "Service Credit" means a credit issued against future fees as the sole remedy for failure to meet the applicable Monthly Uptime Percentage.

4. Service Credits

If the Cloud Service fails to meet the applicable Monthly Uptime Percentage in a given calendar month, the Customer is eligible for the following Service Credits, calculated as a percentage of the monthly recurring fee for the affected service in that month:

Monthly Uptime Percentage achieved	Service Credit
Less than the commitment but ≥ 99.0 %	10 %
Less than 99.0 % but ≥ 95.0 %	25 %
Less than 95.0 %	50 %

Maximum credit: Service Credits in any calendar month shall not exceed 50 % of the monthly recurring fee paid for the affected service.

Form of credit: Service Credits are issued as a credit against future invoices and have no cash value. They are not refundable, transferable, or convertible to cash, except where required by applicable law upon termination.

Sole remedy: Service Credits are the Customer's sole and exclusive remedy for any failure of GlueArrow to meet the Monthly Uptime Percentage commitment.

5. Claim Procedure

To claim a Service Credit, the Customer must submit a written request to support@gluearrow.com within 30 calendar days following the end of the calendar month in which the alleged failure occurred. The request must include:

• the dates and times of the alleged Downtime;
• a description of the impact on the Customer's operations;
• any logs or supporting evidence available to the Customer.

GlueArrow will validate the claim against its monitoring records within 30 calendar days of receipt and, if eligible, will apply the Service Credit to the next regular invoice. Failure to submit a timely claim waives the Customer's right to a Service Credit for that month.

6. Exclusions

The following events are excluded from the calculation of Downtime:

(a) Scheduled maintenance announced at least 48 hours in advance through the GlueArrow status page or by email to the Customer's notification contact;

(b) Emergency maintenance required to address a security vulnerability, applied with reasonable notice given the urgency;

(c) Force majeure events beyond GlueArrow's reasonable control, including natural disasters, war, terrorism, riots, government action, large-scale internet outages affecting major peering points, and pandemics;

(d) Failures of third-party services outside GlueArrow's direct control, including the Customer's RTMP destinations, DJ software, ISP connectivity, and optional Sub-processors enabled by the Customer;

(e) Customer-caused issues, including misconfiguration, exceeding documented rate limits, use of the Service in violation of the Principal Agreement, or failure to apply security or operational patches that GlueArrow has notified the Customer to apply;

(f) Beta or Preview features expressly designated as such;

(g) Suspension of the Customer's account in accordance with the Principal Agreement;

(h) Failures attributable to the on-premises Box OS engine running within the Customer's environment, since the engine is offline-first and outside the Cloud Service.

7. Status Communication

GlueArrow maintains a public status page at https://status.gluearrow.com (live by 2026 Q3) that publishes real-time service health, scheduled maintenance windows, and incident reports for material events. Customers may subscribe to status notifications via that page.

For Severity Level 1 incidents, GlueArrow will publish an initial status update within 60 minutes of detection and post a post-incident review within 5 business days of resolution.

8. Support Channels

• Standard / Business / Enterprise tier support: support@gluearrow.com
• Security incidents: security@gluearrow.com
• Enterprise dedicated contact: assigned upon Enterprise tier provisioning
• Community support (Free tier): community forums and published documentation

When submitting a support request, please indicate the Severity Level, the affected service, and the impact on your operations to help GlueArrow prioritize accordingly.

9. Updates to This SLA

GlueArrow may update this SLA from time to time. Material changes that reduce the Monthly Uptime Commitment or increase the support response time of the Customer's tier will be communicated with at least 30 days' notice and will not apply to the Customer's then-current subscription term. Other updates take effect upon publication.

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Document control: GA-SLA-1.0 · Effective 2026-04-24

GlueArrow Inc. — 1111B S Governors Ave # 50266, Dover, DE 19904, United States