Service Level Agreement

Wenable Inc. is committed to providing you with reliable and high-performing services. This Service Level Agreement ("SLA") outlines our performance standards and the remedies available if we fail to meet them.

Performance Commitment: We stand behind our services with clear uptime guarantees and a straightforward credit process if we fall short.

This SLA applies to paying customers and provides service credits in the unlikely event of service interruptions beyond our control.

01SLA Overview#

Wenable Inc. will use commercially reasonable efforts to maximize the availability of WeGuard®, and provides performance standards as detailed below.

Applies To: Paying customers only - does not apply to customers evaluating WeGuard® with the 30-day free trial.

Notice: We will provide at least 90 days' advance notice for adverse changes to this SLA.

If we do not achieve and maintain the Monthly Uptime Percentages set forth below, then you may be eligible for a discount on your subsequent monthly bill.

02Monthly Uptime and Discounts#

The following table outlines the discount structure based on monthly uptime performance:

Monthly Uptime Percentage	Discount
< 99.995% but equal to or greater than 99.0%	10%
< 99.0%	25%
< 95.0%	100%

You may be eligible for a service credit if the Monthly Uptime Percentage for your device(s) falls below the applicable service commitment.

03Definitions#

Month

As used herein, refers to a calendar month.

Applicable Monthly License Fees

The total fees paid by you for a given license (One device on which you have installed WeGuard®) during the month in which Downtime occurred.

Downtime

Calculated on a monthly basis as the total number of minutes during the month that the entire service was unavailable. A minute is considered unavailable if all of your continuous attempts to establish a connection to the WeGuard® servers within the minute fail. Downtime does not include partial minutes of unavailability or scheduled downtime.

Monthly Uptime Percentage

Calculated on a monthly basis as:

(Total minutes in a billing month - Total minutes of Downtime in the billing month) ÷ Total minutes in a billing month × 100%

Any device (WeGuard® installed) that is active for only part of the month is assumed to be 100% billable for the portion of the month that it is not active.

Discount

The percentage of the Applicable Monthly License Fees to be reduced from your subsequent invoice if Wenable Inc. approves your claim, as set forth in the uptime table above.

04Customer Obligations#

To be eligible for a discount:

1Log a support ticket with Wenable Inc. within 24 hours of first becoming aware of an event that impacts service availability.
2Submit your claim and all required information by the end of the month immediately following the month in which the Downtime occurred.
3Include all information necessary for Wenable Inc. to validate your claim, including detailed description of events, request logs, time and duration of Downtime, number and location of affected users, and descriptions of your attempts to resolve the Downtime.
4Reasonably assist Wenable Inc. in investigating the cause of the Downtime and processing your claim.
5Comply with your applicable Wenable Inc. service agreement, applicable WeGuard® documentation and any advice from our support team.

05Discounts#

Claim Processing

We will process claims within 45 days of receipt. If we determine that you have satisfied the customer obligations and that none of the limitations apply to your claim, we will grant you a discount on your subsequent invoice or payment.

Application

We will apply any discount to a future invoice or payment for the licenses that experienced the Downtime. Discounts will not be applied to fees for any other services and resources consumed by you (Example: Cloud Storage).

Note: Discounts are your sole and exclusive remedy under this SLA.

06Limitations#

Downtime does not include, and you will not be eligible for a discount for, any performance or availability issue that results from:

Factors outside of our reasonable control, such as natural disaster, war, acts of terrorism, riots, government action, or a network or device failure at your site or between your site and WeGuard®
Services, hardware, or software provided by a third party, such as cloud platform services on which WeGuard® or its servers runs
Use of your password or equipment to access our network
Your or any third party's (a) improper use, or configuration of WeGuard®, or (b) failure to follow appropriate security practices
WeGuard's Trial and Beta Offerings

08How to Reach Us#

If you have questions about this Service Level Agreement or need to submit a claim, please contact us:

Support:support.weguard.com

Email:support@weguard.com

09Document Updates#

This Service Level Agreement was last updated on January 07, 2026. Wenable may update this agreement from time to time. Your continued use of the Services after any changes indicates your acceptance of the updated terms.