Service Level Agreement

Last updated on March 4, 2026

This Service Level Agreement (this "SLA") is incorporated into the Master Subscription Agreement or other agreement between Innflows (Xinsu Intelligent Technology Co., Limited) and Customer that references this SLA (the "Agreement"). Capitalized terms used but not defined in this SLA have the meanings given to them in the Agreement. This SLA applies only to Services that are generally available (GA) production Services and does not apply to Trials and Betas or any free or evaluation use.

1. Uptime Commitment

Innflows will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.9% (the "Uptime Target"), measured as set out in Section 2.

2. Definitions

• "Monthly Uptime Percentage" means, for a given calendar month: (Total Minutes in the month − Downtime Minutes) ÷ (Total Minutes in the month) × 100.
• "Downtime" means a period during which the core functions of the Services are not available to Customer, as measured by Innflows' monitoring systems, excluding any period attributable to an Exclusion under Section 4.
• "Scheduled Maintenance" means maintenance for which Innflows provides at least 72 hours advance notice (email or in-product notice sufficing). Innflows will use reasonable efforts to schedule such maintenance outside of peak usage windows.

3. Service Credits

If the Monthly Uptime Percentage falls below the Uptime Target in a given calendar month, Customer may request a Service Credit, calculated as a percentage of the Fees paid by Customer for the affected Service for that month:

Service Credits are calculated against the recurring subscription Fees for the affected Service only, are applied to future invoices, are non-refundable, and will not be exchanged for cash. The aggregate Service Credits in any single calendar month will not exceed 10% of the monthly Fees for the affected Service.

4. Exclusions

Downtime does not include, and no Service Credit is available for, any unavailability or performance degradation resulting from:

(a) Scheduled Maintenance, or emergency maintenance for which Innflows provides such notice as is reasonably practicable;

(b) factors outside Innflows' reasonable control, including any force majeure event or Internet, network, or utility failures;

(c) third-party AI Platforms and Third-Party Platforms — including any change, deprecation, rate-limiting, unavailability, or altered output of platforms such as ChatGPT, Gemini, Google AI Overview / AI Mode, Grok, DeepSeek, Doubao, Qwen, Kimi, Yuanbao, or other AI engines and integrations that the Services analyze or connect to. Because the Services measure and depend on third-party AI systems that Innflows does not control, their behavior and availability are expressly excluded from this SLA;

(d) Customer's or its Users' acts or omissions, including misconfiguration, misuse, or use of the Services other than in accordance with the Documentation and the Agreement;

(e) suspension or termination of Customer's access in accordance with the Agreement (including for overdue accounts or breach of the Restrictions or Customer Obligations);

(f) Trials and Betas, or any alpha, beta, early access, or evaluation features.

5. Credit Request Process

To receive a Service Credit, Customer must submit a written request to support@innflows.com within 30 days after the end of the calendar month in which the Monthly Uptime Percentage fell below the Uptime Target, including reasonable detail of the incident and the affected Service. Innflows will validate the claim against its monitoring records and, if confirmed, apply the applicable Service Credit.

6. Sole and Exclusive Remedy

The Service Credits described in this SLA are Customer's sole and exclusive remedy, and Innflows' entire liability, for any failure of the Services to meet the Uptime Target or any other availability commitment.

7. Changes

Innflows may update this SLA from time to time in accordance with the amendment provisions of the Agreement. The then-current version will be available at Innflows' website.

8. Contact

Questions about this SLA: support@innflows.com — Xinsu Intelligent Technology Co., Limited, Hong Kong, China.