Effective Date: Jun 1, 2026

Applicable to Enterprise & Enterprise+ Subscriptions Only

At AssetLoom, we prioritize uptime, reliability, and seamless customer support to ensure a stable and high-performance cloud service for our customers.

1. Service Availability Level

AssetLoom will maintain a target Service Availability Level of 99.9% during each AssetLoom Fiscal Quarter.

Definitions

1. “AssetLoom Fiscal Quarter” consists of four three-month periods: (i) Q1: January 1 – March 31, (2) Q2: April 1 – June 30, (iii) Q3: July 1 – September 30, (iv) Q4: October 1 – December 31
2. “Downtime” refers to the total minutes in a Fiscal Quarter where the AssetLoom Cloud Service is unavailable to customers. Downtime excludes: (i) Scheduled maintenance (outlined below), (ii) Emergency maintenance required to protect system security or data integrity, (iii) Third-party service failures outside AssetLoom’s control, (iv) Force majeure events (e.g., natural disasters, cyberattacks, government actions) or circumstances beyond AssetLoom’s reasonable control, (v) Beta, trial, sandbox, or proof-of-concept environments.
3. “Service Availability Level” means the percentage of total possible minutes the Cloud Service was available to the Customer during an AssetLoom Fiscal Quarter, calculated as:
   Service Availability Level= Total minutes in AssetLoom Fiscal Quarter - Downtime MinutesTotal minutes in AssetLoom Fiscal Quarter x 100
4. “Service Maintenance” refers to the time (in minutes) the Cloud Service is inaccessible due to necessary maintenance, updates, or upgrades. This includes: (i) Scheduled Maintenance (pre-planned downtime). (ii) Emergency Maintenance (unscheduled maintenance needed to protect data integrity or system security).

Maintenance & Notifications

AssetLoom will use commercially reasonable efforts to:

1. Provide at least 3 days’ advance notice for scheduled maintenance.
2. Provide at least 60 minutes’ notice for emergency maintenance.
3. Limit Service Maintenance to 360 minutes per AssetLoom Fiscal Quarter.
4. Perform maintenance during off-peak hours between 7:00 PM and 4:00 AM (Pacific Time).

2. Customer Support & Response Times

AssetLoom provides 24/7 English-language support for Enterprise customers and will respond to support inquiries submitted via support@assetloom.com or through the in-system support portal within: Two (2) business hours of receipt for Priority 1 issues. One (1) business day for non-critical inquiries (excluding US, Ireland, Australia and Japan holidays).

Customer Responsibilities for Efficient Support

AssetLoom’s ability to provide timely and effective support depends on the Customer:

1. Providing a valid email address associated with their AssetLoom account when submitting an inquiry.
2. Providing clear and detailed issue descriptions, including logs, screenshots, and steps to reproduce errors.
3. Complying with the AssetLoom Terms of Use.
4. Responding promptly to AssetLoom’s support team for follow-up troubleshooting.

Limitations on Support

AssetLoom is not responsible for:

1. Issues related to third-party services or network unavailability beyond its control.
2. Emergency security, privacy, or compliance-related updates.
3. Configuring or diagnosing issues related to Customer’s internal infrastructure or third-party integrations.
4. Professional services, deployment assistance, or custom configurations beyond standard support.

Policy Updates

AssetLoom reserves the right to update its support policies from time to time. However, no such update will materially or adversely diminish the Customer’s rights to support as outlined in this SLA.

Professional Services, deployment assistance, or requests for enabling custom configurations are not included within the scope of AssetLoom’s standard support under the Agreement.