Gambit Service Level Agreement

Last Updated: August 12, 2026

1. General

Subject to Customer's compliance with its obligations under the Subscription Agreement (“Agreement”) entered into between Customer and Gambit Security Inc. or its affiliate (“Company”), during the term of the Agreement, Company will use commercially reasonable efforts to provide Customer with the maintenance and support services specified in this Service Level Agreement (“SLA”) for Gambit software as a service solution (“Service”). Nothing in this SLA shall be construed to require Company to dispatch personnel to Customer's site or otherwise provide on-site services. Company reserves the right to change the terms of this SLA upon at least thirty (30) days' prior written notice to Customer.

2. Definitions

The following definitions apply to this SLA:

• “Business Days” means Monday – Friday, excluding U.S. National holidays.
• “Business Hours” means GMT: Monday – Friday between 8:00 AM – 5:00 PM, during Business Days.
• “Downtime” or “Downtime Incident” means the time in which the Service is unavailable to the Customer as measured and determined solely by Company based on its servers. Downtime Incidents shall exclude: (i) planned downtime incidents announced in advance by Company, including, without limitation, for periodic upgrades and maintenance; (ii) network disruption between a Customer's network and the Service outside of Company's control; (iii) Downtime Incidents that are caused by the SLA Exclusions specified below; and/or (iv) any time where Company is waiting for information from the Customer or waiting for Customer confirmation that the Service has been restored.
• “Downtime Period” means the number of minutes in a calendar month during which the Service is unavailable to the Customer due to Downtime Incident(s).
• “Monthly Uptime Percentage” means the monthly uptime expressed as a percentage, calculated based on the total number of minutes in a calendar month, minus the Downtime Period, divided by the total number of minutes in a calendar month.

3. Availability

During Customer's subscription term, Company will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9% during the monthly billing cycle.

4. Other SLA Exclusions

The SLA does not apply to any: (a) features or services which Customer did not purchase and/or are specified in the Service associated documentation as excluded; (b) Downtime Incidents that: (i) are caused by factors beyond Company's reasonable control (e.g., any force majeure event (including but not limited to strikes, shortages, riots, insurrection, fires, flood, storms, explosions, acts of God, war, government or quasi-governmental authorities actions, acts of terrorism, earthquakes, power outages, pandemic or epidemic (or similar regional health crisis)), failure of Internet access or any public telecommunications network, shortage of adequate power or transportation facilities or any other problems beyond Company's reasonable control etc.); (ii) results or outcomes attributable to repair, maintenance or modification of Company's software by persons other than Company's authorized third parties; (iii) resulted from accident, negligence, abnormal physical or electrical stress, abnormal environmental conditions, abuse or misuse of the Company's software; (iv) resulted from use of the Service other than in accordance with its manuals, specifications or documentation or in violation of the Agreement; (v) resulted from Customer's equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Company's direct control); and/or (vi) resulted from the combination of the Company's software with equipment or software not authorized or provided by Company's or otherwise approved by Company in the software's manuals, specifications or documentation; (vii) resulted from the failure of Company's third party providers, including, without limitation, unavailability of hosting services, power outages, communication failures, server malfunctions, cloud infrastructure issues, cyber-attacks affecting such providers, or faulty software updates implemented by such providers, in which case the availability of the Service shall be in accordance with such providers' then-current uptime commitments; or (c) pre-release or beta versions of the Service.

5. Customer Support Services

Company shall use commercially reasonable efforts to ensure that the Service performs in all material respects with the service documentation. Company shall, during Business Hours, assist in the operation of the Service and in verifying the causes of suspected errors. Company will use commercially reasonable efforts to respond to Customer according to the response table specified after receipt of Customer's request for support.

6. Reporting Cases & Response Time

• Customer support requests should be sent by emailing Company's support at support@gambit.security. Support queries sent to other Company's email addresses will not be considered as support requests. Company may, at any time update the communication methods to be used in order to submit the issue to Company's support team.
• All support queries are logged within Company CRM system and allocated an ID reference number.
• Support queries are prioritized by the Company support team, who will respond to the Customer either by Slack, email, or phone during the following Business Hours:

7. Support Exclusions

The technical support described above will only be provided with respect to the Service version which is under support, and in addition to the SLA Exclusions specified above, Company shall not be required to correct any error that in Company's reasonable discretion results from:

1. any modifications of the Service that have not been approved by Company in writing;
2. Customer's instructions, or installation or set up adjustments;
3. use of the Service other than as permitted in the Agreement;
4. any fault in any equipment or programs used in conjunction with the Service, or other causes beyond the control of Company; and/or
5. Customer's negligence or willful misconduct.

8. Customer Responsibilities

Company's obligations hereunder are subject to the following:

1. Customer agrees to receive communications from Company via email, telephone, and other formats;
2. Customer's technical support contact shall cooperate with Company at all times during the provision of technical support and maintenance services hereunder; and
3. Customer shall report to Company all problems with the Service and shall implement any corrective procedures provided by Company reasonably promptly after receipt.