Service Level Agreement

Rever Finance Inc.

This Service Level Agreement ("SLA") applies to the Rever Service in the deployments Rever operates, Managed cloud and Private cloud, purchased under a paid subscription (Growth Basic, Growth Pro or Enterprise). It forms part of the agreement between Rever Finance Inc. ("Rever") and the customer.

This SLA does not apply to: the free plan; the proof-of-value period; beta, trial, preview, or early-access features, including Agent Studio while in early access; or Self-host deployments operated inside the customer's own perimeter. For Self-host, the support terms in Section 5 apply, but no availability commitment or service credits apply.

Order forms take precedence. Where an order form, subscription agreement, or other document signed by both parties specifies service levels, support tiers, or remedies different from those in this SLA, that document governs to the extent of the difference.

1. Availability commitment

Monthly Uptime. Rever will use commercially reasonable efforts to make the Service Available 99.5% of the time in each calendar month, measured for the customer's production tenant.

"Available" means that authorized users are able to log in, view the Inbox, and approve prepared work.

"Downtime" means any period of five consecutive minutes or longer during which the Service is not Available, other than for a reason listed in Section 3. Monthly Uptime is calculated as total minutes in the calendar month, less aggregate Downtime minutes, divided by total minutes in the month.

Connector ingestion is not part of availability. The Service reads from customer ERP systems, banks, payment processors, and document sources operated by the customer or by third parties. The availability of those systems, and of the intermediaries through which they are reached, is outside Rever's control and is not included in the calculation of Monthly Uptime. Connector performance is addressed in Section 4.

How availability is measured. Monthly Uptime is determined from Rever's monitoring records, which poll the login, Inbox, and approval paths of the production tenant. Those records are the reference record for any credit claim. Where Rever publishes a status page, incidents will also be posted there. A customer may submit information relevant to a claimed period of Downtime, and Rever will consider it; Rever's determination of Monthly Uptime is final in the absence of manifest error.

Maintenance scheduling during close. Rever aims to schedule planned maintenance outside the first five business days of each calendar month, in recognition of customer close cycles. This is a scheduling practice and not a service commitment, and Rever's inability to observe it in any month is not a breach of this SLA.

2. Service credits

If Monthly Uptime for a calendar month falls below the commitment in Section 1, the customer may claim service credits calculated as a percentage of the fees attributable to the Service for that month:

Monthly Uptime	Service credit
99.0% or above, but below 99.5%	10%
95.0% or above, but below 99.0%	25%
Below 95.0%	50%

How credits are applied. Credits are applied against future amounts payable on the account. Credits have no cash value, are non-transferable and are not refundable. A credit expires at the end of the subscription term in which it was issued, except that a credit claimed for the final month of a term, or one that cannot be applied before the term ends, is applied against the final invoice or, if no amount remains payable, is applied to the renewal term. Where the customer does not renew and no amount remains payable, Rever will refund the credit within thirty (30) days as the sole exception to the no-cash-value and non-refundable rules above. Credits are not payable to a customer whose account is in arrears or that is otherwise in material breach of its agreement with Rever at the time the claim is made or determined.

Maximum credit. The total service credit for any single calendar month will not exceed 50% of the fees attributable to the Service for that month.

Claim procedure. A claim must be submitted to support@rever.ai within 30 days after the end of the affected month, and must identify the dates and times of the claimed Downtime. Only one claim may be made per calendar month. A claim not submitted within that period is waived.

Sole remedy. Service credits are the customer's sole and exclusive remedy for any failure to meet the availability commitment in Section 1.

3. Exclusions

Downtime does not include, and no service credit is payable for, unavailability or degradation arising from or during:

• planned maintenance for which Rever gave at least 72 hours' notice, ordinarily limited to 4 hours in any calendar month;
• emergency maintenance, including maintenance required to address a security vulnerability or an active threat;
• failures, outages, latency, or credential problems affecting customer or third-party systems, including customer ERP systems, banks, payment processors, document sources, identity providers, connector intermediaries, and customer networks;
• revoked, expired, rate-limited, or insufficiently permissioned connector credentials;
• the customer's configuration of the Service, including materiality thresholds, approval routing, agent responsibilities and role assignments, and the consequences of that configuration;
• Eve demoting an agent or pausing a duty following an error, which is a designed control behaviour of the Service and not a service failure;
• the customer's failure to apply an update, patch, or configuration change that Rever has identified as required, or use of the Service in a manner inconsistent with its documentation;
• insufficient customer-side capacity, entitlement, or resourcing, including exceeding contracted volumes;
• suspension or limitation of the Service in accordance with the Acceptable Use Policy, for non-payment, or as otherwise permitted by the agreement;
• beta, trial, preview, or early-access features, the free plan, and the proof-of-value period;
• force majeure, including acts of God, natural disaster, war, civil unrest, terrorism, epidemic, labour action, governmental action, and failure of public utilities or telecommunications networks;
• denial-of-service attacks or other malicious third-party conduct, notwithstanding Rever's use of commercially reasonable protective measures; or
• any other cause outside Rever's reasonable control.

Rever's connections to customer source systems are read-only by default. Unavailability of the Service does not of itself alter or delete data in those source systems, and the customer's books of record remain in its own ERP and banking systems.

4. Performance targets

The following are operational targets that Rever manages to. They are not service commitments, do not carry service credits, and give rise to no remedy under this SLA. Rever will report against them on reasonable request.

• Zero-day scan. The scope, source prerequisites and review schedule for the zero-day scan are agreed during setup. First evidenced findings are reported once the connected sources have synchronised and the agreed population has been checked.
• Connector synchronisation. Bank, ERP, and payment-processor feeds refreshed on the cadence configured for the tenant, subject to the availability, rate limits, and response times of those systems, with synchronisation-failure alerts raised to tenant administrators.
• Audit trail. Approval and evidence records are written to durable storage before the corresponding action is confirmed.

5. Support

	Standard	Priority
Channels	Email, in-app	Email, in-app, dedicated Slack or Teams channel
Hours	Business hours	Extended hours, with 24×7 intake for Sev-1
Sev-1 - Service unavailable, or prepared work cannot be approved	4 business hours	2 hours
Sev-2 - Material feature degraded, such as a connector or the recovery workflow	8 business hours	4 hours
Sev-3 - Minor issue, question, or request	2 business days	1 business day
Close-window escalation	Not included	Named contact during a declared close window

"Business hours" means 9:00 a.m. to 6:00 p.m. Eastern Time, Monday to Friday, excluding United States federal holidays.

Nature of these times. The times above are targets for Rever's first substantive response, not for resolution. They do not carry service credits, and failure to meet a response target is not a breach of this SLA. Rever will keep the customer informed until an incident is resolved and will provide a root-cause summary for Sev-1 incidents on request.

Severity determination. Rever assigns severity in good faith, taking account of the customer's assessment.

Self-host. Self-host customers receive Priority support for the Rever software itself. Because the platform operates inside the customer's perimeter, availability is the customer's responsibility, and no availability commitment or service credit applies.

Plans. Growth Basic includes Standard support, Growth Pro includes Priority support, and Enterprise includes Priority support with a named contact ("Dedicated support") as recorded in the Order Form. The free plan receives community support only and is outside this SLA. Response times run from the point at which the customer has provided the diagnostic information reasonably required to investigate.

Declaring a close window. Customers entitled to close-window escalation may declare a close window by notifying their named contact or emailing support@rever.ai at least 5 business days in advance, stating the start and end dates. A declared window continues to apply to subsequent periods until changed. During a declared window Rever will not perform planned maintenance on that customer's tenant.

Relationship to incident classification. The severity levels in this Section describe support response targets only. They are distinct from the internal incident severity classification used in Rever's Security Measures for security incident response and breach notification.

6. Changes to this SLA

Rever may update this SLA prospectively. Changes will not materially reduce the availability commitment or the support response targets applicable to a customer during its then-current subscription term without that customer's consent.

7. General

This SLA does not vary the limitations of liability, disclaimers, or other terms of the agreement between Rever and the customer, except as expressly stated. Service credits are subject to those limitations. Capitalised terms not defined in this SLA have the meanings given in that agreement.