SLA & Support Policy

Modern Treasury maintains a status page at https://status.moderntreasury.com/ to provide transparency into Product availability and performance. Customer should subscribe to the status page for updates.

I. Service Level Agreement.

The Products will meet the “Availability Standard”). below in each month of the Subscription Term.

Availability means the number of successful requests to a Product’s web app and API divided by the number of total requests to the Product’s web app and API, expressed as a percentage for the relevant calendar month. Requests are measured across all similarly situated customers of a Product. Product downtime due to scheduled maintenance, Customer-requested maintenance or the exclusions in Section III below will be excluded from any availability calculations for the purposes of this SLA. Modern Treasury will provide Customer with at least 1 week’s advance notice (https://status.moderntreasury.com/) of scheduled maintenance that will result in Product downtime. A Product’s downtime due to scheduled maintenance will not exceed 4 hours per calendar month.

Customer's sole and exclusive remedy, and Modern Treasury's entire liability, in connection with Product availability or downtime will be a service credit equal to a percentage of the Product subscription fees for the affected Product attributable to that calendar month, as set forth below:

In order to receive a service credit, Customer will notify Modern Treasury in writing within 15 days from the time of service interruption, and failure to provide such notice will forfeit the right to receive service credit. Modern Treasury will apply each credit to Customer’s next invoice. Credits may not be redeemed for cash.

II. Support.

Modern Treasury will use commercially reasonable efforts to provide Support for errors or abnormal behavior of the Products (“Incidents”) according to this Section II. Modern Treasury provides Support (including the response and update targets below) during its regular business hours, Monday through Friday 6am - 6pm PT.

1. If Customer detects an Incident, Customer will notify Modern Treasury and provide information and cooperation to Modern Treasury as reasonably required for Modern Treasury to provide Support. This includes providing the following information to Modern Treasury regarding the Incident:
   1. Aspects of the Products that are unavailable or not functioning correctly
   2. Incident’s impact on Users
   3. Start time of Incident
   4. List of steps to reproduce Incident
   5. Relevant log files or data
   6. Wording of any error message
   7. Incident ID# (when specified by Modern Treasury)
2. Modern Treasury will use commercially reasonable efforts to respond according to the severity of Incident as shown below. Following its initial response, Modern Treasury will provide regular updates at reasonable intervals while an Incident is ongoing.

P0: Urgent

Operation of the Products is critically affected (not responding to requests or serving content) for a large number of Users; no workaround available.

• Sample Incident Types: Inability to initiate a payment, inability of Modern Treasury to submit a NACHA file for ACH payments to the applicable bank for an appropriate processing window, inability for an applicable bank to approve payments caused by Modern Treasury (bank errors or delays excluded), erroneous or duplicate payments, inability to approve POs or approval rules being ignored.
• Target Response Time: < 2 business hours
• Target Update Frequency: Every 6 business hours

P1: High

Products are responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of Products for multiple Users.

• Sample Incident Types: Delayed payments, counterparty invites not being sent as expected, unreconciled transactions.
• Target Response Time: < 4 business hours
• Target Update Frequency: Every 12 business hours

P2: Normal

Non-critical issue; no significant impact on performance of Products but User experience may be affected.

• Sample Incident Types: Transactional inquiries on processing timing, batch queries, payment types. Questions about managing users or transactions, SOC 2 / Pen Test requests.
• Target Response Time: < 8 business hours
• Target Update Frequency: Weekly

P3: Low

All other questions or purely cosmetic issues.

• Target Response Time: < 2 business day
• Target Update Frequency: As updates are available

III. Exclusions. Modern Treasury’s obligations in this Exhibit do not apply to Incidents or downtime to the extent arising from: (a) misuse or unauthorized modifications to the Products, (b) Third-Party Platforms or other third-party systems, connections or utilities, (c) Trials and Betas or other free or evaluation use, (d) any Professional Services or related deliverables or (e) reasons beyond Modern Treasury’s control or suspensions or removals under Section 10 (Serious Harm).