Service Level Agreement

Last Updated: June 1, 2026

Onbrand Platform Uptime SLA

This Service Level Agreement (this “SLA”) forms part of the Subscription Agreement (the “Agreement”) between Onbrand Software, Inc. (“Onbrand”) and the customer (“Customer”). This SLA applies to the Onbrand products specified in an applicable Order Form—Onbrand PLM, Onbrand AI Design, and the Onbrand REST API—during the applicable Subscription Term.

1. Definitions

All capitalized terms not defined in this SLA have the meanings set forth in the Agreement.

Availability Metrics

The following metrics are used to calculate service availability under this SLA:

Scheduled Availability - The total time (in minutes) during which the applicable service is generally accessible and available to permitted users.
Scheduled Maintenance Windows - Periods of planned maintenance, upgrades, or operational changes communicated in advance. Scheduled Maintenance does not count as Unscheduled Downtime.
Unscheduled Downtime - The total time (in minutes) during which a service is unavailable to permitted users, excluding SLA Exclusions.
Actual Availability - Scheduled Availability minus Unscheduled Downtime.

Release Maturity Levels

Coverage under this SLA depends on the release maturity of a product or feature:

GA (General Availability): Fully released and covered by this SLA
Beta: Limited release; not covered by this SLA
Alpha: Early release; not covered by this SLA

SLA Scope

The scope defines how availability is measured:

Global: SLA breach occurs if more than 1% of customers globally are affected
Regional: SLA breach occurs if more than 1% of customers in a region are affected
Account: SLA applies per customer account

2. Uptime Commitment

Onbrand will provide Actual Availability of at least 99.9% per calendar month for each GA product covered by this SLA (the “Uptime Commitment”).

Each of the following products is independently covered by the 99.9% uptime commitment for Enterprise customers:

Onbrand PLM
Onbrand AI Design (GA features only)
Onbrand REST API

3. SLA Scope and Exclusions

This SLA applies only to services explicitly listed as covered and is subject to the exclusions below.

Onbrand is not responsible for outages or service interruptions caused by factors outside of its reasonable control, including:

General Exclusions

Force majeure events
Internet service provider (ISP) failures
Customer network, hardware, or software failures
Customer misconfiguration or misuse of the Services
Suspension or termination in accordance with the Agreement

Third-Party Providers

Outages or degradation caused by third-party vendors or infrastructure providers, including but not limited to:

Cloud hosting providers
AI model providers (e.g., OpenAI, Google Gemini)
Authentication, email, analytics, or monitoring services

4. Product-Specific SLA Definitions

Onbrand PLM

SLA Scope: Account
Downtime Definition:
Any period during which the PLM application is unavailable for permitted users to access core functionality, including product data, tech packs, BOMs, workflows, or project management features.

Exclusions:

Customer data errors or misconfiguration
Excessive or abusive usage beyond contracted limits
Issues caused by unsupported browsers or client environments
Customer-initiated data imports, migrations, or bulk actions causing instability

Onbrand AI Design

SLA Scope: Account
Downtime Definition:
Any period during which generally available AI Design features are unavailable for permitted users to generate, modify, or process designs.

Exclusions:

AI output quality, creativity, or accuracy
Failures or rate limits imposed by third-party AI providers
Customer-provided prompts, inputs, or assets causing errors
Beta or experimental AI features

Onbrand does not guarantee deterministic outputs or uninterrupted inference performance.

Onbrand REST API

SLA Scope: Account
Downtime Definition:
Any period during which the REST API is unavailable for permitted users to perform authenticated API requests.

Exclusions:

Customer authentication or token misconfiguration
Client-side implementation errors
Rate-limit enforcement
Use of unofficial or unsupported API versions

5. Service Credits

If the Uptime Commitment is not met for a covered service during a calendar month, Customer may request a Service Credit.

Service Credit Formula:

Monthly Fees for Affected Service × Credit Percentage

Credit Schedule

Actual Availability	Credit Percentage
< 99.9% and ≥ 99.0%	5%
< 99.0% and ≥ 98.0%	10%
< 98.0% and ≥ 96.0%	20%
< 96.0%	30%

6. Credit Requests and Limitations

To request a Service Credit, Customer must email billing@onbrandplm.com within 30 days of the end of the affected month and include:

the affected service(s)
dates and times of unavailability
supporting logs or evidence

Onbrand may validate claims using internal monitoring data and may deny unsupported claims.

Approved Service Credits:

Are applied to future invoices only
Are not refundable or redeemable for cash
Represent Customer’s sole and exclusive remedy

Total Service Credits will not exceed 20% of fees paid for the affected service in the prior 12 months.

7. Support Services

Onbrand provides support to Pro and Enterprise customers based on issue severity.

Severity Definitions

Urgent – Critical Issue
Complete or partial production outage impacting most or all users.

High – Significant Business Disruption
Major functionality impaired or severe performance degradation.

Normal – Functional Issue / General Question
Non-critical functionality not performing as documented.

Low – Minor Issue / Feature Request
Informational requests or enhancement suggestions.

Target Initial Response Times

Severity	Pro Plan	Enterprise
Urgent	24 hours	1 hour (24/7)
High	1 business day	2 business hours
Normal	1 business day	12 hours
Low	3 business days	24 hours

Business hours are Monday–Friday, 6am–6pm Eastern time, unless otherwise stated.

8. Data Retention Policy

8.1 Customer Data Retention

Onbrand retains Customer data for the duration of the Subscription Term and in accordance with the Agreement.

Upon termination or expiration of the Subscription Term, Customer data will be retained for a limited period to allow data export or account recovery, after which it may be permanently deleted in accordance with Onbrand’s internal data retention and deletion procedures.

Unless otherwise required by law or agreed in writing:

Operational backups are retained according to the Backup Policy outlined below
Deleted records may persist in backups until those backups expire
Onbrand does not guarantee recovery of data deleted by Customer
Customers are responsible for exporting any data not agreed to be delivered prior to the account termination.

Agreement	Pro	Enterprise
Retention Period	20 days	60 days
Data Export	N/A	Custom

8.2 AI Data Retention

Data submitted to Onbrand AI features is processed transiently for the purpose of fulfilling Customer requests.

AI inputs and outputs are not used to train models
Data is retained only as required for operational logging, monitoring, and troubleshooting
Third-party AI providers process data in accordance with their published data protection commitments

9. Backup and Disaster Recovery Policy

Onbrand maintains backup and recovery procedures designed to protect Customer data against accidental loss, corruption, or system failure. Backup coverage varies by subscription tier.

9.1 Backup Coverage by Plan

Backups are intended for disaster recovery and are not designed for granular, per-record restoration.

Feature	Pro Plan	Enterprise Plan
Backup Frequency / Method	Daily full backups	Point-in-Time Recovery (PITR)
Retention Period	7 consecutive days	14 days rolling window
Recovery Point Objective (RPO)	Up to 24 hours	Up to 15 minutes
Recovery Time Objective (RTO)	Up to 24 hours	Up to the hour