Service Level Agreement

Effective Date: May 22, 2026 Last Updated: May 22, 2026

This Service Level Agreement (this "SLA") describes the service availability commitment that JM3 Solutions LLC d/b/a JM3 Labs (provider of the Muninnbase service and referred to as "Muninnbase," "we," "us," or "our") makes to the organization that has agreed to the Muninnbase Terms of Service (the "Customer," "you," or "your") for the Muninnbase Service.

This SLA is part of the Agreement and is incorporated into the Terms of Service by reference. Capitalized terms used but not defined in this SLA have the meanings given to them in the Terms of Service.

This SLA does not apply to Beta Services, free trial periods, or any feature designated as preview or evaluation, as set forth in Sections 5.5 and 11.2 of the Terms of Service.

1. Definitions

"Available" means that the Core Platform Features are functioning and accessible to Customer's Authorized Users in accordance with the Documentation.

"Core Platform Features" means the foundational features of the Service, including:

(a) Authentication and account login; (b) Document upload and storage; (c) Read access to previously uploaded documents and previously generated answers stored in the Customer's tenant; (d) Tenant administration functions, including managing Authorized Users and account settings; (e) Subscription and billing management functions.

"AI Features" means the features of the Service that depend on real-time inference by our AI subprocessor (currently OpenAI, L.L.C.), including the generation of answers to new questions submitted through the Service and the generation of embeddings for newly uploaded documents. AI Features are explicitly excluded from this SLA, as described in Section 6.4 below.

"Downtime" means a continuous period during which the Core Platform Features are not Available. Downtime begins at the start of the unavailability and ends when the Core Platform Features are restored to Available status.

"Excluded Downtime" has the meaning given in Section 6.

"Monthly Uptime Percentage" means the percentage calculated as:

(Total Minutes in the Month − Downtime Minutes − Excluded Downtime Minutes) ÷ (Total Minutes in the Month − Excluded Downtime Minutes) × 100

"Scheduled Maintenance" means maintenance activities performed during a maintenance window announced in advance as described in Section 7.

"Service Credit" means a credit against future fees calculated under Section 5.

2. Service Commitment

We will use commercially reasonable efforts to make the Core Platform Features Available with a Monthly Uptime Percentage of at least 99.5% during each calendar month of the Subscription Term.

This commitment applies to Customer's paid Subscription Term only. It does not apply during free trial periods, Beta Services, or any period during which Customer's account is suspended under the Agreement.

3. Measurement

3.1 Authoritative measurement

Muninnbase measures the availability of the Core Platform Features through its internal monitoring systems, including server-side health checks, application logs, and infrastructure telemetry. Muninnbase's measurements are the authoritative source of Monthly Uptime Percentage for purposes of this SLA.

3.2 Customer-submitted evidence

A Customer may submit its own evidence of unavailability (such as monitoring logs, error reports, or correspondence) as part of a credit request under Section 8. Muninnbase will review such evidence in good faith. If Customer's evidence contradicts Muninnbase's measurements, Muninnbase will investigate and either (a) revise its measurement if the evidence is verified or (b) provide Customer with an explanation of the discrepancy.

3.3 Measurement granularity

Availability is measured at the Service level for all Customers. Issues affecting only a single Customer's tenant due to that Customer's configuration, integrations, or content are not counted as Downtime under this SLA.

4. Status Communication

Where reasonably practical, we will communicate ongoing incidents affecting Core Platform Features through one or more of the following:

(a) In-product notifications; (b) Email to Customer's administrator address on file; (c) A status page when one is published.

Failure to issue a status communication does not affect Customer's eligibility for Service Credits under this SLA.

5. Service Credits

5.1 Credit tiers

If we fail to meet the 99.5% Monthly Uptime Percentage commitment in a given calendar month, Customer is eligible for a Service Credit on the following tiered basis:

5.2 Maximum credit

The maximum Service Credit available in any single calendar month is 30% of Customer's fees for that month. Service Credits do not accumulate above this maximum, regardless of the duration or severity of unavailability.

5.3 Calculation of fees for credit purposes

For purposes of calculating Service Credits:

(a) For Customers on a monthly billing cycle, "fees for that month" means the actual fees paid by Customer for the affected month;

(b) For Customers on an annual billing cycle, "fees for that month" means one-twelfth (1/12) of the annual fee paid by Customer.

5.4 Form of credit

Service Credits will be applied as a credit against Customer's next invoice. If Customer's subscription has terminated and no further invoices are expected, Service Credits will be refunded to Customer's payment method on file within thirty (30) days of approval, less any amounts owed by Customer to Muninnbase.

5.5 Eligibility

To be eligible for Service Credits, Customer must:

(a) Be a paying Customer in good standing at the time of the incident and at the time of the credit request;

(b) Have an account that was not suspended for non-payment or for violation of the Agreement during the period in question;

(c) Submit a credit request in accordance with Section 8.

6. Excluded Downtime

The following are not counted as Downtime for purposes of calculating Monthly Uptime Percentage:

6.1 Scheduled Maintenance

Periods of Scheduled Maintenance that comply with Section 7.

6.2 Emergency Maintenance

Periods of emergency maintenance performed to address security vulnerabilities, data integrity issues, or other circumstances that, in our reasonable judgment, require immediate action.

6.3 Customer-caused issues

Unavailability caused in whole or in part by:

(a) Customer's or any Authorized User's misuse of the Service; (b) Customer's violation of the Agreement or the Acceptable Use Policy; (c) Customer's third-party integrations or applications interacting with the Service; (d) Customer's network, devices, or local infrastructure; (e) Customer's failure to follow Documentation or our reasonable instructions; (f) Suspension of Customer's account for non-payment or AUP violation.

6.4 AI subprocessor outages

Unavailability of AI Features caused by an outage, degradation, or rate-limiting of our AI subprocessor (currently OpenAI, L.L.C.) is not Downtime under this SLA. AI Features are provided on a best-efforts basis and are not covered by the Service Commitment in Section 2.

This exclusion reflects an honest acknowledgment that AI inference is a real-time dependency on a third-party service whose availability is outside our reasonable control. The Core Platform Features (including login, data access, and viewing previously generated answers) remain subject to the 99.5% commitment even during AI subprocessor outages.

6.5 Force majeure

Unavailability caused by events outside our reasonable control, including:

(a) Acts of God, natural disasters, fires, floods, earthquakes; (b) War, terrorism, civil disturbance, riot, insurrection; (c) Governmental action, including embargoes, sanctions, or new regulations directly preventing service operation; (d) Labor strikes or disputes not involving Muninnbase personnel; (e) Internet infrastructure failures, root-level DNS failures, or wide-area network outages not specific to Muninnbase's infrastructure; (f) Pandemics or public health emergencies.

6.6 Beta and free trial periods

Use of the Service during Beta Services access or during a free trial period is excluded entirely.

7. Scheduled Maintenance

7.1 Maintenance window

We may perform Scheduled Maintenance for up to four (4) hours in any calendar month to maintain, upgrade, secure, or improve the Service.

7.2 Notice

We will provide at least forty-eight (48) hours' advance notice of Scheduled Maintenance through one or more of the channels described in Section 4. Notices will identify the planned date, time, and expected duration of the maintenance.

7.3 Cumulative limit

Time spent in Scheduled Maintenance is Excluded Downtime under Section 6.1 only up to the four-hour-per-month limit. If Scheduled Maintenance exceeds four hours in a calendar month, the excess is counted as Downtime for purposes of the Monthly Uptime Percentage calculation, unless the excess is itself Emergency Maintenance under Section 6.2.

7.4 Emergency Maintenance

Emergency Maintenance is not counted against the four-hour-per-month Scheduled Maintenance budget. We will communicate Emergency Maintenance to Customer's administrator as promptly as practical, recognizing that the circumstances may not permit advance notice.

8. Credit Request Process

8.1 Required content

To request a Service Credit, Customer must email [email protected] with the subject line "SLA Credit Request" and include:

(a) The Customer organization name and account identifier; (b) The calendar month for which the credit is requested; (c) A description of the unavailability, including approximate start and end times; (d) Any supporting evidence Customer wishes us to consider (logs, screenshots, monitoring outputs, etc.); (e) The name and contact information of the person submitting the request.

8.2 Request deadline

A Service Credit request must be received by Muninnbase within thirty (30) days of the end of the calendar month in which the missed-SLA event occurred. Requests submitted after this thirty-day window are forfeit.

8.3 Review and response

We will acknowledge receipt of a complete Service Credit request within five (5) business days. We will review the request in good faith and respond with a decision within thirty (30) days. Our response will include either (a) confirmation of the approved Service Credit amount and how it will be applied, or (b) an explanation of why the request does not meet the SLA criteria.

8.4 Disputed requests

If Customer disagrees with our determination, Customer may submit additional information within fifteen (15) days of our response. We will review the additional information and issue a final determination within thirty (30) days. Disputes regarding Service Credits that cannot be resolved by this process are subject to the dispute resolution procedures in Section 18 of the Terms of Service.

9. Sole and Exclusive Remedy

Service Credits as described in Section 5 are Customer's sole and exclusive remedy for any failure of Muninnbase to meet the Service Commitment in Section 2. Customer is not entitled to any other compensation, damages, or remedy (including consequential, indirect, incidental, special, or punitive damages) for Service unavailability, except in cases of our willful misconduct or as required by applicable law.

The limitation of liability provisions in Section 13 of the Terms of Service apply to any claim arising out of or relating to this SLA.

10. Support

This SLA does not establish support response time commitments. Customer support is provided on a best-efforts basis during our standard business hours, as described separately at muninnbase.com/support or in any support plan Customer has purchased.

We may add support response time commitments to this SLA in the future, either generally or for specific subscription tiers. Any such commitments will be communicated through an update to this SLA.

11. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated to Customer's administrator with at least thirty (30) days' advance notice before taking effect.

Customer's continued use of the Service after the effective date of any change constitutes acceptance of the updated SLA. If Customer does not agree to the updated SLA, Customer's exclusive remedy is to terminate the subscription in accordance with Section 14 of the Terms of Service before the change takes effect.

We will not retroactively reduce previously committed Service Credit obligations for periods preceding the effective date of any update.

12. Contact

For SLA-related questions or to submit a Service Credit request:

Email: [email protected] Postal mail: JM3 Solutions LLC d/b/a JM3 Labs, 971 US Highway 202 N, Suite N, Branchburg, NJ 08876