Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes Elnora AI's commitments regarding platform availability, support responsiveness, and remedies for enterprise customers. This SLA is incorporated by reference into your Master Service Agreement ("MSA") or Order Form with Elnora AI.

Current service status and uptime metrics are available at:

• Status Page: status.elnora.ai - Real-time platform status, incident updates, and historical logs
• Trust Center: trust.elnora.ai - Security certifications, compliance documentation, and SLA metrics

2. Definitions

"Availability" means the percentage of time during a calendar month that the Elnora platform is operational and accessible to Customer, excluding Scheduled Maintenance and Excused Downtime.

"Elnora" means the Elnora entity (Elnora AI, Inc. or Elnora AI OÜ) identified as the contracting party in Customer's MSA or Order Form; if none is specified, Elnora AI, Inc. Capitalised terms not defined in this SLA have the meanings given in the Terms of Service, DPA, or MSA.

"Critical Defect" means a defect that renders the platform completely inoperable or causes complete loss of core functionality with no workaround available (e.g., platform entirely inaccessible, data corruption, security breach).

"Medium Defect" means a defect that significantly impairs core functionality but a workaround exists, or that affects non-core functionality without a workaround (e.g., protocol generation fails intermittently, data export unavailable).

"Low Defect" means a defect that causes minor inconvenience with minimal impact on core functionality (e.g., UI display issues, documentation errors, cosmetic problems).

"Downtime" means any period during which the Elnora platform is unavailable to Customer, measured in minutes. Downtime begins when Elnora confirms the issue or when automated monitoring detects unavailability, whichever occurs first.

"Excused Downtime" means Downtime that is excluded from Availability calculations as specified in Section 6 (SLA Exclusions).

"Monthly Uptime Percentage" means the total minutes in a calendar month minus Downtime minutes (excluding Excused Downtime), divided by total minutes in that month, expressed as a percentage.

"Scheduled Maintenance" means planned maintenance activities performed during designated Maintenance Windows with advance notice to Customer.

3. Platform Availability Commitment

3.1 Uptime Commitment

Elnora commits to maintaining 99.0% Monthly Uptime Percentage for the Elnora platform during each calendar month.

3.2 Uptime Calculation

Monthly Uptime Percentage is calculated as:

((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Scheduled Maintenance and Excused Downtime are not counted as Downtime for purposes of this calculation.

3.3 Measurement

Availability is measured using Elnora's internal infrastructure monitoring systems, which perform synthetic availability checks at intervals of no greater than five (5) minutes. Historical uptime data is published at status.elnora.ai and is the authoritative record for purposes of remedy calculations. In the event of a discrepancy between Customer's own measurements and Elnora's monitoring records, Elnora's records shall be determinative unless Customer can demonstrate a systemic error in Elnora's monitoring methodology.

4. Maintenance Windows

4.1 Scheduled Maintenance

Elnora performs routine maintenance to ensure platform security, performance, and reliability. Non-routine Scheduled Maintenance means planned maintenance expected to affect Availability or core functionality. Scheduled Maintenance is conducted during the following windows:

Primary Maintenance Window:

• Saturdays, 02:00–06:00 UTC
• Sundays, 02:00–06:00 UTC

Maintenance Limits:

• Target: up to 4 hours of Scheduled Maintenance per calendar month
• Maximum: 48 hours per calendar year (cumulative)

4.2 Maintenance Notice

Emergency Maintenance may be performed outside designated windows when necessary to address Critical Defects, security vulnerabilities, or threats to platform integrity. Where Emergency Maintenance is required immediately upon discovery of the triggering condition (such that advance notice is not feasible), Elnora will notify Customer concurrently with or immediately after commencement of the maintenance activity.

4.3 Maintenance Notification

Customers will be notified of Scheduled Maintenance via:

• Email to designated technical contacts
• Status page at status.elnora.ai
• In-platform notification (where applicable)

5. Defect Response and Resolution

5.1 Defect Severity and Response Times

Security vulnerabilities are governed by the remediation targets in Section 8.1 rather than the defect-response times above.

5.2 Response Time Definitions

Initial Response means acknowledgment of the reported issue with assignment to appropriate personnel and preliminary assessment.

Target Resolution means restoration of service or provision of an acceptable workaround. Complex issues may require extended resolution timelines with regular status updates provided to Customer.

Initial Response and Target Resolution times reflect Elnora's targets during its standard support coverage hours, and Elnora will use commercially reasonable efforts to meet them. Elnora provides 24x7 coverage for Critical defects and business-hours coverage (Monday–Friday) for Medium and Low defects.

5.3 Escalation

Customers may request escalation of any open defect by contacting their assigned Customer Success Manager or emailing support@elnora.ai with "ESCALATION" in the subject line.

6. SLA Exclusions

The Availability commitment does not apply to, and Downtime does not include, any unavailability resulting from:

6.1 Scheduled Maintenance

Planned maintenance performed during designated Maintenance Windows with proper advance notice.

6.2 Customer Actions

• Misconfiguration of Customer systems or integrations
• Actions or inactions by Customer or Authorized Users
• Customer's failure to implement required updates or security patches
• Customer's use of the platform in violation of the Terms of Service or Acceptable Use Policy

6.3 Third-Party Causes

• Failures of third-party services, networks, or infrastructure outside Elnora's control
• Internet connectivity issues between Customer and Elnora's infrastructure
• DNS issues outside Elnora's control
• Customer's third-party integrations (electronic lab notebooks (ELN), laboratory information management systems (LIMS), databases)

6.4 Force Majeure

Events beyond Elnora's reasonable control, including:

• Natural disasters, acts of God
• War, terrorism, civil unrest
• Government actions or orders
• Pandemic or public health emergency
• Power grid failures, telecommunications failures
• Cyberattacks on third-party infrastructure

6.5 Suspension

Periods during which Customer's access is suspended in accordance with the Terms of Service, including:

• Non-payment of fees
• Violation of Acceptable Use Policy
• Security concerns requiring investigation

6.6 Beta and Preview Features

Features designated as "Beta," "Preview," "Early Access," or similar are excluded from all SLA commitments.

7. Remedies

7.1 Remedy Eligibility

If Elnora fails to meet the 99.0% Monthly Uptime Percentage commitment, Customer may be eligible for remedies as described below, subject to:

• Customer must submit a remedy request within thirty (30) days following the end of the affected calendar month;
• Customer must provide reasonable documentation of the impact (see Section 7.5 for required content);
• Customer's account must be in good standing with no undisputed, overdue payment obligations;
• Customer must not have caused or contributed to the Downtime.

7.2 Available Remedies

For enterprise customers, Elnora provides the following subscription extensions as the applicable remedy for failure to meet the Monthly Uptime commitment:

Subscription extensions are added to the end of Customer's then-current Subscription Term at no additional charge. Extensions are not convertible to cash, credits, or fee offsets and may not be applied to future Order Forms.

7.3 Remedy Descriptions

Subscription Extension: Additional days added to Customer's current Subscription Term at no additional cost, not to exceed a value equivalent to sixty (60) days' Fees per affected calendar month.

Priority Support Escalation: Elevated support tier for the stated period, including direct access to senior engineering staff and reduced response times at the Critical severity level.

Detailed Incident Report: Comprehensive root cause analysis document including:

• Timeline of events
• Technical root cause
• Impact assessment
• Remediation actions taken
• Preventive measures implemented

Executive Review: Meeting with Elnora executive leadership to review the incident, discuss remediation, and address Customer concerns.

7.4 Remedy Limitations

• Remedies set out in this Section 7 are Customer's sole and exclusive remedy for Elnora's failure to meet the availability commitments in Section 3.1. Availability failures do not constitute a material breach of the Terms of Service for purposes of termination for cause under Section 15.4 of the Terms of Service, except as provided in Section 7.6 below.
• The total value of subscription extensions awarded for availability failures in any single calendar month shall not exceed the equivalent of sixty (60) days' Fees for that month.
• Multiple incidents in the same calendar month are aggregated for remedy calculation.
• Remedies are not transferable between Customer accounts or subscription periods.
• The subscription extension is Customer's sole monetary remedy for an availability failure; Priority Support, the Detailed Incident Report, and Executive Review are provided as additional service measures and do not give rise to separate monetary remedies or claims.

7.5 Remedy Request Process

To request a remedy, Customer must submit a written request to support@elnora.ai with the subject line "SLA Remedy Request" containing:

1. Customer legal name and account identifier;
2. The affected calendar month and specific dates of claimed Downtime;
3. The Elnora status-page incident reference number(s), if available;
4. A description of the operational impact on Customer.

Elnora will acknowledge receipt within two (2) business days and provide a remedy determination within ten (10) business days of receipt of a complete request.

7.6 Termination Right for Repeated SLA Failures

If Elnora fails to meet the 99.0% Monthly Uptime Percentage commitment in any three (3) or more calendar months within any rolling twelve (12) month period, Customer may, on thirty (30) days' written notice to Elnora delivered within sixty (60) days after the date on which Elnora publishes or confirms the Monthly Uptime Percentage for the third qualifying calendar month (or, if earlier, the date Customer otherwise becomes aware of the third qualifying failure), terminate the applicable Order Form on the basis of this Section 7.6 (which operates independently of the cure process in Section 15.4 of the Terms of Service) and receive a pro-rated refund of prepaid Fees for the unused remainder of the Subscription Term. The three qualifying months need not be consecutive. This right is in addition to the remedies in Section 7.2. This refund right operates as an express exception to the non-refundability of Fees under Section 5.1 of the Terms of Service.

8. Security Response SLAs

8.1 Vulnerability Remediation

The remediation timeframes below correspond to those in Schedule 1 §6 of the Data Processing Addendum.

8.2 Security Incident Response

9. Reporting and Transparency

9.1 Status Page

Real-time platform status, incident history, and historical uptime data are available at status.elnora.ai

Customers can subscribe to status updates via email or RSS to receive automatic notifications of incidents and maintenance.

9.2 Uptime Reports

Customers may request monthly uptime reports through their Customer Success Manager or by emailing support@elnora.ai.

9.3 Incident Communication

For platform-wide incidents, Elnora will provide:

• Real-time status updates at status.elnora.ai
• Post-incident summary within 5 business days
• Root cause analysis for Critical incidents within 14 business days

10. Modifications

Modifications to this SLA are governed by Section 1.5 and Section 16.4 of the Terms of Service, which distinguish between material and non-material changes and set out the applicable notice requirements and amendment process. Material reductions to service commitments require advance notice and — where an MSA or Order Form is in effect — a signed written amendment.

11. Contact Information

Platform Status: status.elnora.ai

Support Requests: support@elnora.ai

Security Issues: security@elnora.ai

SLA Remedy Requests: support@elnora.ai (Subject: "SLA Remedy Request")

General Inquiries: contact@elnora.ai

This Service Level Agreement is effective as of June 16, 2026.

Elnora AI, Inc. 48 South Rio Grande Street Salt Lake City, UT 84101 United States

Elnora AI OÜ Harju maakond, Saue vald, Laagri alevik Vesiroosi tn 6, 76401 Estonia