Support Policy & Service Level Agreement

If Customer has executed a written Master Software License & Services Agreement ("MSA") with Navion, this SLA is incorporated by reference only to the extent referenced by the MSA and applicable Order Form(s). If there is a conflict between this SLA and an MSA, the MSA controls.

1. Definitions

For purposes of this SLA:

• Production means the live environment used for Customer's normal business operations.
• Non-Production means sandbox, staging, development, testing, or demo environments.
• Workflow means a defined, multi-step process executed by the Service (e.g., retrieve → transform → decide → propose/prepare actions).
• Execution means a single run/instance of a Workflow.
• Control Plane means the Service components that schedule, route, queue, and coordinate Workflows and Executions, including core APIs needed to run Workflows.
• Instruction means a structured output produced by the Service intended to be consumed by downstream systems (including Customer-controlled components) to create or update records (e.g., a draft order).
• Customer-Controlled Components means integrations, agents, APIs, scripts, services, environments, credentials, databases, or infrastructure maintained, deployed, configured, and/or operated by Customer or Customer's vendors, even if developed with Navion guidance.
• Third-Party Systems means external systems not controlled by Navion, including third-party websites, portals, services, networks, and platforms.
• Integrity Incident means (i) unauthorized access to Customer data, (ii) cross-tenant/cross-customer data exposure, (iii) tampering with audit logs/receipts, or (iv) a confirmed breach of confidentiality or security impacting Customer data.
• Unsafe Instructions means an Instruction that is (i) outside Customer-configured constraints/policies, (ii) generated for an incorrect or unauthorized context, or (iii) materially inconsistent with required input validity checks such that a reasonable operator would deem it unsafe to apply.

2. Service Availability

2.1 Availability Target

Navion will make the Service available 99.9% of the time, measured on a monthly basis, excluding Permitted Downtime (the "Availability Target").

Availability means the Service is reachable and capable of executing core Workflow functions through the Control Plane. Availability is measured using Navion's internal monitoring systems.

2.2 Permitted Downtime

Availability calculations exclude downtime resulting from:

• scheduled maintenance (with notice);
• emergency maintenance;
• force majeure events;
• failures of the public internet or Customer-side systems;
• failures, outages, changes, rate limits, access restrictions, anti-automation controls, or policy changes in Third-Party Systems;
• failures, misconfiguration, deployment issues, credential problems, performance limitations, or outages in Customer-Controlled Components; and
• Customer misuse, misconfiguration, or unauthorized modifications.

2.3 Scheduled Maintenance

• Performed outside standard business hours where feasible
• At least 72 hours' advance notice for non-emergency maintenance
• Not to exceed 4 hours per month, unless otherwise agreed in writing

3. Support Services

3.1 Support Hours

Business Hours Support: Monday–Friday, 9:00am–5:00pm Central Time (excluding U.S. federal holidays).

After-Hours Coverage: Severity 1 incidents only.

3.2 How to Request Support

Customer may submit support requests via:

• Email: support@navionlogistics.ai

Support requests should include: (i) description of the issue, (ii) timestamps, (iii) affected Workflows, (iv) relevant identifiers/log excerpts if available, and (v) steps to reproduce if known.

3.3 Incident Severity Classification (Orchestration-Layer)

Severity is determined by impact to (i) workflow execution, (ii) Instruction safety/integrity, (iii) Control Plane health, and (iv) operational impact and fallback options, and not solely by the availability or behavior of any Third-Party System or Customer-Controlled Component.

If a reasonable manual or alternative workflow is available, the incident will not be classified as Severity 1 solely due to workflow disruption.

Navion assigns severity in good faith based on observed impact and available telemetry.

Severity definitions

3.4 Response Targets

"Response Time" means acknowledgment, triage, and assignment to support/engineering. Response Time does not guarantee resolution within the response window.

3.5 Resolution Commitments

Navion will use commercially reasonable efforts to mitigate and resolve incidents. Resolution timelines may vary based on root cause and whether Customer-Controlled Components or Third-Party Systems are implicated.

3.6 Customer-Controlled Components: Shared Responsibility

Where an incident is caused by or materially depends on Customer-Controlled Components, Navion will provide reasonable diagnostic support (including log review, reproduction assistance, and recommended remediation steps). Customer remains responsible for implementing, deploying, and operating Customer-Controlled Components unless otherwise agreed in writing.

4. Service Credits

If Navion fails to meet the Availability Target for a given month, Customer may request a service credit as follows:

Conditions:

• Credits apply to future invoices only.
• Customer must request credits within 30 days after the end of the month in which the SLA shortfall occurred, and provide reasonable information for Navion to validate the claim.
• Credits are Customer's sole and exclusive remedy for failure to meet the Availability Target under this SLA.
• Total credits in any month are capped at 10% of the monthly subscription fee.

5. Customer Responsibilities (SLA Dependencies)

Customer is responsible for:

• maintaining compatible systems, credentials, and network access;
• proper user access controls;
• promptly reporting incidents and providing reasonable cooperation;
• compliance with applicable acceptable use policies and third-party terms; and
• operation and maintenance of Customer-Controlled Components.

Failures caused by Customer responsibilities, Customer-Controlled Components, or Third-Party Systems do not count toward SLA calculations.

6. Changes to this SLA

Navion may update this SLA by posting a revised version on this page.

For Customers with an active paid subscription term under an MSA: Navion will not materially reduce the minimum commitments described in the version of this SLA in effect at the start of the applicable subscription term, unless otherwise agreed in writing.

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