Taskora Fleet Support & SLA Exhibit
Version 1 · Last Updated: July 30, 2026
This Support & SLA Exhibit (this "Exhibit") is attached to and incorporated into any Fleet (annual) Order Form that elects it, and supplements the Taskora Customer Agreement (the "Agreement"). It applies only to a Customer whose Order Form elects the Fleet Support & SLA. Capitalized terms have the meanings given in the Agreement. This Exhibit sets out the contractual support commitment referenced in Agreement Section 3.3, and is versioned as described in Section 6.
1. Named Account Manager
Company will assign Customer a named account manager who owns the relationship, provides an onboarding plan, and holds scheduled check-ins (monthly to start).
2. Support Channel
Support is provided by email. Company is not obligated to provide live telephone or chat support, except the P1 callback described in Section 4.
3. Response-Time Service Level
Company will provide a first response to Customer's support requests within the times below, by severity. These are response commitments only; Company does not commit to resolution times.
| Severity | Definition | First response |
|---|---|---|
| P1 | Production Agents down or work blocked, with no workaround (for example, filings or invoices cannot go out) | 1 business hour (includes a callback); continuous effort toward resolution |
| P2 | Degraded or partial failure; a workaround exists | 4 business hours |
| P3 | Questions, configuration help, or minor issues | Next business day |
4. Business Hours
Business hours are 9:00am–6:00pm U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays. For a P1 issue raised outside business hours, Company will use best efforts to respond until an on-call rotation is established. "First response" means a human acknowledgment identifying an owner and a next step; it does not mean resolution.
5. Service Credits
Service credits attach only to the availability commitment in Agreement Section 3.2 (uptime); no service credits attach to the support response times in this Exhibit. If monthly availability under Section 3.2 falls below the committed 99.5%, Customer's sole and exclusive remedy is a service credit applied against a future invoice, calculated as a percentage of the monthly-equivalent recurring subscription fee for the affected month (the committed agent and Completed-Task fees; excluding metered AI-compute usage), as follows:
| Monthly availability | Service credit |
|---|---|
| 99.0% to less than 99.5% | 10% |
| 95.0% to less than 99.0% | 25% |
| Less than 95.0% | 50% |
Service credits are capped at one (1) month's equivalent recurring subscription fee per contract year, apply only while Customer's account is current on all undisputed fees, and must be requested in writing within thirty (30) days of the incident giving rise to the claim.
6. Versioning
This Exhibit is versioned. Company may issue an updated version for new or renewing Order Forms; the version in effect on an Order Form's Effective Date governs for that Order Form's Term (consistent with Agreement Section 21.12).