Service Level Agreement

This Service Level Agreement ("SLA") applies to paid production subscriptions to the hosted PlanScore advisor workspace ("Covered Service"). It forms part of the agreement between The Forever Company, LLC and the subscribing customer.

If an order form states different service levels, the order form controls for that customer.

PlanScore will use commercially reasonable efforts to make the Covered Service available at least 99.9% of each calendar month ("Monthly Uptime Percentage").

Monthly Uptime Percentage is calculated as: total minutes in the month minus Unavailable Minutes, divided by total minutes in the month, multiplied by 100. "Unavailable" means the production workspace cannot be accessed by substantially all customer users due to a failure within PlanScore's reasonable control.

Unavailable Minutes do not include interruption caused by:

• Scheduled Maintenance announced at least 72 hours in advance, not to exceed four hours in a calendar month;
• Emergency maintenance required to address an active security risk or prevent material harm;
• Customer systems, configurations, credentials, networks, devices, content, or acts and omissions;
• Internet, cloud, identity, communications, AI provider, or other third-party failures outside PlanScore's reasonable control;
• Denial-of-service attacks, widespread internet disruption, natural disaster, government action, labor disruption, or other force majeure event;
• Suspension authorized by the agreement or required to protect security; or
• Features expressly identified as beta, preview, sandbox, or demo.

If the Covered Service fails to meet the availability commitment, an eligible customer may request a credit calculated against the monthly recurring fee for the affected Covered Service:

Credits are the customer's sole and exclusive remedy for failure to meet this SLA. Credits cannot exceed 25% of the affected monthly fee, cannot be exchanged for cash, and apply to future invoices.

The customer must email support@planscore.com within 30 days after the affected month and include the account, dates and times, affected users, observed error, and any supporting evidence. We will compare the request with our service records and apply an approved credit to a subsequent invoice.

Initial response means acknowledgment by a qualified support or engineering representative and commencement of triage. It is not a guaranteed resolution time.

"Business hours" means 8:00 a.m. to 6:00 p.m. U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays.

We schedule routine maintenance to minimize customer impact and provide at least 72 hours' notice for maintenance expected to interrupt the Covered Service. Security patches and emergency changes may occur with less notice where delay would create material risk.

Planned changes follow documented review, testing, deployment, and rollback procedures appropriate to their risk.

PlanScore maintains production data backups and recovery procedures designed to restore the Covered Service after a material failure. For the core production database, our standard objectives are:

• Recovery Point Objective (RPO): no more than 24 hours of committed data;
• Recovery Time Objective (RTO): restoration of core service within 12 hours after disaster declaration; and
• Backup access restricted to authorized operational personnel and protected according to the controls described on our Security page.

RPO and RTO are recovery objectives rather than availability guarantees or service-credit triggers. A customer-specific order form may establish enhanced objectives.

For a confirmed security incident involving Customer Data, we will notify the affected customer without undue delay and in accordance with applicable law and the customer's data-processing agreement. Notice will include available information about the nature of the incident, affected data, containment, and recommended customer action.

We will provide reasonable status updates during an active P1 incident and a post-incident summary for material events after containment and investigation.

The customer must maintain supported browsers and networks, designate appropriate administrators and support contacts, protect credentials, configure access correctly, provide timely diagnostic information, and reasonably cooperate with incident resolution. Failure to perform these responsibilities may delay support and exclude resulting downtime.

We may update this SLA from time to time. A reduction to the availability commitment for an existing paid term will not take effect until renewal unless required by law or agreed in writing.

Operational questions may be sent to support@planscore.com. Security reports should be sent to security@planscore.com.