Schedule D. Service Level Agreement:
Last Updated: August 24, 2026
1- Support Services
The Support Services to the Company and/or enrolled Franchisees are set forth in this Schedule (“Support Services”) and will be provided via a ticketing system. The standard support hours are as follows:
Real-time support (for the Enhance team based in the U.S.): 8:00 a.m. to 6:00 p.m. across all U.S. time-zones on business days (excluding public holidays)
Downtime support (for the remote support team based outside the U.S.): 9:00 a.m. to 6:00 p.m. Asia/Dubai time on business days (excluding public holidays)
a- Priority Levels and Response Times
Support tickets will be assigned a priority level based on the severity and impact of the issue. Enhance will use commercially reasonable efforts to meet the following response and resolution goals:
| Priority Level | Response Time | Resolution Goal |
|---|---|---|
| Critical | 60 Minutes | 4 Hours |
| High | 4 Hours | 12 Hours |
| Medium | 8 Hours | 7 Days |
| Low | 24 Hours | 14 Days |
b- Priority Definitions
Critical: Issues that completely prevent the use of or access to the Licensor Platform for a significant number of users or across multiple Facilities, excluding any Scheduled Maintenance.
High: Issues that severely hinder the ability of the Company or applicable Franchisee to use the Licensor Platform for a significant number of users or at a specific Facility, but do not completely prevent access, excluding any Scheduled Maintenance.
Medium: Issues that have a moderate impact on the operations of the Company or applicable Franchisee for a limited number of users or at a specific Facility, but do not prevent access to the Licensor Platform, excluding any Scheduled Maintenance.
Low: Minor issues that impact only a single user or have minimal impact on the operations of the Company or applicable Franchisee, excluding any Scheduled Maintenance.
Each support ticket shall (i) identify the severity level of the error or issue for Enhance’s evaluation and assignment of the applicable priority level, (ii) identify the Company’s or Franchisee’s account experiencing the error or issue, (iii) include information sufficiently detailed to allow Enhance to attempt to duplicate the error or issue (including any relevant error messages), and (iv) provide contact information for Enhance’s follow-up.
If a support ticket relates to an enhancement or feature request, Enhance will treat the ticket as closed once the request has been forwarded internally to the product development team.
c- Conditions and Exclusions
Enhance is not responsible for, and is not required to provide support for, errors or issues caused by: (a) Third-Party Materials; or (b) use of the Licensor Platform by Company and/or Franchisee in a manner that breaches or violates express prohibitions set forth by Enhance in its Documentation or otherwise violates the use restrictions set forth in Section 2.3 (Use Restrictions) of the underlying Agreement.
Enhance is also not responsible for, and is not required to provide support for, errors or issues caused by:
(i) Factors outside of Enhance's reasonable control, including Force Majeure Events, internet outages, power failures, or other external issues.
(ii) Voluntary actions or inactions of the Company, applicable Franchisee, or any third party.
(iii) Equipment, software, or other technology belonging to the Company, applicable Franchisee, or any third party (other than third-party equipment within Enhance's direct control).
(iv) Unplanned maintenance for urgent security patches or other urgent information security matters.
(v) Suspension or termination of the Company’s or applicable Franchisee’s right to use the Licensor Platform in accordance with the Agreement.
2. Service Commitment
Enhance will use commercially reasonable efforts to make the Licensor Platform available at each Facility, as measured by the Monthly Uptime Percentage during each calendar month (the “Service Commitment”).
If the Licensor Platform do not meet the Service Commitment, Company or a Franchisee (as applicable) will be eligible to receive a Service Credit as described below.
Service Credits are tied exclusively to achievement of the Service Commitment (Monthly Uptime Percentage) and are not related to the resolution time for individual support tickets.
a- Service Credits
In accordance with the schedule below, Service Credits are calculated as a percentage of the total Monthly Subscription Fee paid by Company or Franchisee for each impacted Facility during the calendar month (also known as the “billing cycle”) in which the error occurred.
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.5% but greater than or equal to 99.0% | 5% |
| Less than 99.0% but greater than or equal to 98.0% | 15% |
| Less than 98.0% but greater than or equal to 97.0% | 20% |
| Less than 97.0% | 50% |
Enhance will apply any Service Credits only against future Subscription Fees otherwise due from the Company or Franchisee.
b- Service Credit Request Procedures; Service Credit Issuance
To receive a Service Credit, the Company or Franchisee must submit a claim by contacting the assigned customer success specialist (“CSS”). To be eligible, the Service Credit request must be received by Enhance by the end of the second billing cycle following the billing cycle, in which the incident occurred and must include:
(i) the words “SLA Credit Request” in the subject line;
(ii) the billing cycle with respect to which the Company or Franchisee is claiming Service Credits and the Facility, together with the Monthly Uptime Percentage for that Facility for that billing cycle and the specific dates and times of the claimed Downtime for that billing cycle.
If the Monthly Uptime Percentage for the applicable Service Credit request is confirmed by Enhance and is less than the Service Commitment, then Enhance will issue the Service Credits to the Company or Franchisee within one billing cycle following the calendar month in which the Service Credit request was submitted. Failure by the Company or a Franchisee to provide the Service Credit request and other information as required above will disqualify the Company or Franchisee from receiving Service Credits. The Service Credits set forth herein are the sole and exclusive remedies available to the Company or Franchisee as a result of Enhance’s failure to meet the Service Commitment.
c- SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of the Licensor Platform, or any other performance issues affecting the Licensor Platform: (i) caused by factors outside of Enhance’s reasonable control, including any Force Majeure Event or connectivity or electricity outages or issues not caused by Enhance; (ii) that result from any voluntary actions or inactions of the Company, applicable Franchisee, or any third party; (iii) that result from the Company’s or Franchisee’s equipment, software, or other technology and/or third-party equipment, software, or other technology (other than third-party equipment within Enhance’s direct control); (iv) that result from unplanned maintenance to implement urgent security patches or to address other urgent information security matters; or (v) arising from Enhance’s suspension or termination of the Company’s or Franchisee’s right to use the SaaS Services in accordance with the Agreement (collectively, the “SLA Exclusions”).
3- Definitions
“Availability” means the actual time that the SaaS Services were available for use in a given month, calculated by subtracting the Downtime for that month from the Expected Availability.
“Downtime” means a critical production issue that completely prevents the use of or access to the SaaS Services at a Facility, excluding any Scheduled Maintenance.
“Expected Availability” means the ordinary business hours that a Facility is normally open to PT clients in a given month, excluding any Scheduled Maintenance periods.
“Monthly Uptime Percentage” means the percentage calculated as follows: (Availability / Expected Availability) x 100.
“Service Credit” means a dollar credit, calculated as set forth in the “Service Credits” section above, that Enhance will credit back to an eligible account during the next billing cycle.
“Scheduled Maintenance” means any activity scheduled in advance to address issues in the SaaS Services. Enhance will endeavor to schedule any Scheduled Maintenance during non-peak business hours (i.e., before 9:00 a.m. Central Time and after 6:00 p.m. Central Time).