Service Level Agreement

1. Purpose and application

This Service Level Agreement (the “SLA”) describes the minimum availability commitment for the Harmony production platform and how that commitment is measured.

This SLA applies only when it is expressly incorporated into an Order Form or other written agreement between Harmony and the Customer (together with the Terms of Service, the Data Processing Agreement and the Acceptable Use Policy, the “Agreement”). It applies only to paid production subscriptions during the applicable Subscription Term.

If an Order Form expressly states a different service level, the Order Form controls for that Customer. Capitalized terms not defined in this SLA have the meanings given in the Terms of Service or the applicable Order Form.

2. Availability commitment

Harmony will make the Core Platform available with a Monthly Uptime Percentage of at least 99.0% during each calendar month (the “Availability Commitment”), unless a different percentage is stated in the Order Form.

A 99.0% Monthly Uptime Percentage permits approximately 7 hours and 18 minutes of Unavailable Minutes in an average calendar month before the Availability Commitment is missed. The exact allowance depends on the number of days and Excluded Minutes in that month.

Harmony designs and operates the service with the aim of achieving availability above this minimum commitment. Harmony uses commercially reasonable efforts such as service monitoring, alerting, redundancy, controlled deployments, maintenance, capacity management, and incident response to maintain high availability and restore affected services promptly. These operational practices and targets do not create a service commitment beyond the express Availability Commitment in this SLA.

3. Scope of the Core Platform

For this SLA, the “Core Platform” means the first-party Harmony production services required for an authorized User to:

(a) reach the Harmony web application;

(b) authenticate using Harmony-controlled authentication functionality;

(c) load the authenticated workspace; and

(d) access and use core first-party data through the standard Harmony user interface or documented Harmony API.

The Core Platform does not include Third-Party-Dependent Functionality described in Section 7, even when that functionality is displayed in, initiated through, or sold as part of Harmony.

The Availability Commitment measures access to the Core Platform. It is not a guarantee that every feature, background process, report, export, integration, model, or individual Customer record will be available or complete at every moment.

4. How availability is calculated

Harmony calculates availability separately for each calendar month in Coordinated Universal Time (UTC):

Monthly Uptime Percentage =

((Total Monthly Minutes - Excluded Minutes - Unavailable Minutes)

/ (Total Monthly Minutes - Excluded Minutes)) x 100

Where:

Total Monthly Minutes means all minutes in the applicable UTC calendar month during which the Customer had an active paid production subscription.

Excluded Minutes means minutes affected by one or more exclusions in Section 8.

Eligible Minutes means Total Monthly Minutes minus Excluded Minutes.

Unavailable Minutes means Eligible Minutes during a Platform Access Incident, measured as described below.

If there are no Eligible Minutes in a calendar month, no Monthly Uptime Percentage or service credit is calculated for that month.

4.1 Platform Access Incident

A “Platform Access Incident” is an unplanned failure attributable to systems under Harmony’s reasonable control that lasts for at least five consecutive minutes and, during that period:

(a) prevents the Customer, in a material respect, from reaching, authenticating to, or loading the Core Platform; or

(b) causes at least 50% of the Customer’s valid requests to the in-scope Core Platform services to fail with unexpected server errors or timeouts.

When an incident meets the five-consecutive-minute threshold, Unavailable Minutes are counted from the beginning of the qualifying incident until the Core Platform is materially restored.

The following do not, by themselves, constitute a Platform Access Incident: slow responses or other performance degradation that do not meet the failure conditions above; failure of an individual feature while the Core Platform remains materially accessible; unsuccessful requests caused by invalid input, invalid or expired credentials, insufficient permissions, documented rate limits, or other expected client errors; failures limited to Third-Party-Dependent Functionality; or isolated failures that do not last for five consecutive minutes.

4.2 Measurement source

Harmony determines Monthly Uptime Percentage using its production monitoring, server-side telemetry, request logs, health checks, and synthetic availability checks. Harmony may also consider reliable evidence provided by the Customer when investigating a Customer-specific incident.

Harmony’s records are the primary measurement source, applied reasonably and in good faith. Harmony will not exclude an otherwise qualifying incident merely because it was first reported by the Customer or because an external synthetic monitor did not detect a Customer-specific failure.

4.3 Partial outages

If an incident affects only particular Customers, organizations, regions, or access paths, Unavailable Minutes are counted only for Customers materially affected by that incident. A failure in an excluded feature or third-party service does not make the Core Platform unavailable when the in-scope access functions remain materially usable.

4.4 Calculation example

In a 30-day month there are 43,200 Total Monthly Minutes. If 120 minutes are excluded and the Customer experiences 500 qualifying Unavailable Minutes:

Eligible Minutes = 43,200 - 120 = 43,080

Monthly Uptime Percentage = (43,080 - 500) / 43,080 x 100 = 98.84%

In this example, Harmony did not meet the 99.0% Availability Commitment, and the Customer may request the applicable service credit under Section 9.

5. What this SLA does not guarantee

Unless an Order Form expressly states otherwise, this SLA does not establish a contractual target for: API or page response time; background job start or completion time; synchronization frequency, freshness, completeness, or correctness; webhook receipt, processing, retry, or delivery time; model availability, model selection, AI response time, token throughput, or generated output; transcription or recording-processing time; report, export, import, analytics, or indexing completion time; support response or resolution time; recovery point objective or recovery time objective; backup frequency or restoration time; data durability, except as expressly provided in the Agreement; accuracy, completeness, or suitability of data or generated output; or availability of any beta, preview, experimental, trial, or free functionality.

Harmony may maintain internal operational objectives for these areas. Internal objectives, dashboards, historical performance, status-page information, forecasts, or good-faith estimates are not contractual service levels.

6. Third-party services and dependencies

Harmony relies on third-party services to provide integrations and advanced functionality. Harmony does not control the availability, performance, behavior, data quality, interfaces, policies, limits, or continued operation of those services.

Harmony will use commercially reasonable efforts to operate its connection to supported third-party services, monitor failures visible to Harmony, retry eligible operations where appropriate, and investigate material issues. Harmony cannot guarantee that a third-party service will accept, process, return, preserve, or deliver a request or result.

A third-party issue may prevent a Harmony feature from functioning even while the Core Platform remains available. Such an issue does not reduce the Monthly Uptime Percentage unless it also causes a qualifying Platform Access Incident in systems under Harmony’s reasonable control.

7. Third-Party-Dependent Functionality excluded from the SLA

“Third-Party-Dependent Functionality” means any functionality whose successful or timely operation depends materially on a service, system, API, network, endpoint, credential, model, or data source not controlled by Harmony. It is outside the Availability Commitment. This includes, without limitation:

7.1 Integrations and connected applications

Customer relationship management, calendar, email, messaging, calling, video-conferencing, meeting, ticketing, task-management, human-resources, and productivity integrations; inbound and outbound synchronization with connected applications; OAuth authorization, token issuance, token refresh, and provider permission flows; provider webhooks and events; calls to third-party APIs and provider-hosted endpoints; outbound webhooks or callbacks delivered to Customer or third-party endpoints; and third-party API schemas, quotas, rate limits, policy changes, deprecations, suspensions, and outages.

7.2 AI, models, and intelligence functionality

Large language models, embedding models, reranking models, speech models, and other machine-learning or generative AI services; AI gateways, model-routing providers, and model-hosting platforms; model availability, selection, fallback, latency, capacity, rate limits, token limits, content filtering, and output; Companion, insight extraction, summarization, classification, generation, or similar functionality to the extent it depends on an external model or provider; and the accuracy, completeness, consistency, safety, or suitability of model-generated output.

7.3 Recording, transcription, and meeting services

Meeting bots and conferencing-provider access; recording capture, retrieval, download, upload, and media availability to the extent performed by or dependent on a third-party provider; speech-to-text and transcription providers; speaker identification, diarization, translation, and media processing performed by third parties; and processing delays or failures caused by missing, delayed, inaccessible, unsupported, or corrupt provider media.

7.4 External infrastructure outside Harmony’s reasonable control

Customer devices, browsers, local networks, identity providers, security software, proxies, VPNs, DNS configuration, and internet connectivity; public internet routes and telecommunications networks outside Harmony’s reasonable control; and extraordinary, widespread failures of cloud, DNS, content-delivery, storage, or infrastructure providers that are outside Harmony’s reasonable control and could not reasonably have been mitigated by Harmony’s service design or incident response.

Ordinary failures in infrastructure selected and operated by Harmony are not automatically excluded merely because Harmony purchases that infrastructure from a third party. The exclusion applies only to events outside Harmony’s reasonable control that Harmony could not reasonably prevent or mitigate. Nor does the exclusion in Section 7.3 extend to failures in Harmony’s own integration, ingestion, or processing layer.

8. Excluded Minutes and events

The following are excluded from the availability calculation:

8.1 Scheduled maintenance. Maintenance announced at least 48 hours in advance through the service, email, status page, or another reasonable channel. Harmony will ordinarily schedule such maintenance during lower-usage periods where practicable.

8.2 Emergency maintenance. Urgent maintenance reasonably necessary to protect security, confidentiality, integrity, availability, or stability. Harmony will provide notice as soon as reasonably practicable.

8.3 Third-party dependencies. Failures, delays, or unavailability of Third-Party-Dependent Functionality described in Sections 6 and 7.

8.4 Customer-controlled causes. Customer systems, configuration, code, data, credentials, permissions, instructions, integrations, endpoints, networks, Users, or failure to follow the Documentation.

8.5 Unauthorized or unsupported use. Use contrary to the Agreement or the Documentation, unsupported configurations, attempts to circumvent safeguards, or unauthorized modifications.

8.6 Quotas and protection mechanisms. Documented quotas, usage limits, rate limits, abuse prevention, denial-of-service protection, or suspension reasonably applied to protect the platform or other Customers.

8.7 Beta and non-production services. Beta, preview, experimental, trial, free, development, sandbox, test, staging, demonstration, or evaluation functionality.

8.8 Customer-requested actions. Suspension, maintenance, configuration changes, testing, or other actions requested or approved by the Customer.

8.9 Security response. Service restrictions reasonably necessary to address an actual or reasonably suspected security threat, legal violation, or misuse.

8.10 Force majeure. Events beyond Harmony’s reasonable control as addressed in Section 22.3 of the Terms of Service, including natural disasters, war, civil unrest, governmental action, widespread internet disruption, and labor or utility disruption not caused by Harmony.

8.11 Agreement suspension. Periods when Harmony is entitled to suspend the Customer’s access under Section 11 of the Terms of Service, including for non-payment or material breach.

An exclusion applies only to the extent and for the duration that the excluded event caused or materially contributed to the unavailability.

9. Service credits

If Harmony fails to meet the Availability Commitment in a calendar month, the Customer may request the following service credit:

Monthly Uptime Percentage

Service credit

99.0% or higher

No credit

Below 99.0% but at least 98.0%

5%

Below 98.0%

10%

The percentage is applied to the recurring subscription fee attributable to the Core Platform for the affected month. Usage-based charges, third-party pass-through charges, professional services, taxes, and fees for excluded services are not included. If the Core Platform fee is not separately stated, the credit is calculated against the recurring subscription fee for the affected subscription, excluding those charges.

9.1 Credit request process

To request a service credit, the Customer must email [email protected] within 30 days after the end of the affected calendar month and provide: the Customer organization or tenant identifier; the approximate dates and UTC times of the incident; a description of the observed impact; and any reasonably available supporting evidence.

Harmony will review the request against its monitoring and incident records and respond within a commercially reasonable period. The Customer must be current on undisputed payment obligations when the credit is applied.

9.2 Credit limitations

(a) Total service credits for a calendar month will not exceed 10% of the recurring subscription fee used to calculate the credit.

(b) Credits are applied to a future invoice and are not cash refunds unless required by applicable law or agreed in writing.

(c) Credits may not be transferred, exchanged, or combined with another remedy for the same availability failure.

(d) The remedies in this Section are the Customer’s sole and exclusive remedies for failure to meet the Availability Commitment, subject to any rights that cannot lawfully be limited and any express contrary provision in the Order Form.

10. Support and incident communications

Harmony will use commercially reasonable efforts to detect, investigate, mitigate, and communicate material Core Platform incidents. Harmony may provide updates through its status page, the service, email, or other reasonable channels.

Any response times, update intervals, restoration estimates, or resolution targets communicated during an incident are good-faith operational estimates unless an Order Form expressly makes them binding. Restoration of Core Platform access does not guarantee restoration of a third-party-dependent feature, and recovery of a third-party-dependent feature does not by itself determine whether the Availability Commitment was met.

11. Changes to this SLA

Harmony may update this SLA in accordance with Section 22.1 of the Terms of Service. A change will not materially reduce the Availability Commitment during a current paid Subscription Term unless the Customer agrees in writing or the change is required by law.

12. Order of precedence

If there is a conflict between this SLA and another document forming the Agreement, the order of precedence is: the applicable Order Form; the Data Processing Agreement; any applicable Country Addendum; the Terms of Service; this SLA; and the Acceptable Use Policy. This ordering matches Section 9.3 of the Order Form.