Service Level Agreement

Last Updated: February 11, 2026 Effective Date: February 11, 2026

This Service Level Agreement ("SLA") is part of the agreement between Ubik, Inc., a Delaware corporation headquartered in New York, New York ("Ubik," "we," "us," or "our"), and Enterprise customers ("Customer," "you," or "your") with an active, paid Enterprise subscription. Free and Professional tier users are not covered by this SLA.

1. Uptime Commitment

We commit to the following monthly uptime targets for covered services:

Ubik Web Platform (app.ubik.studio): 99.9%. API Services: 99.9%. Authentication Services: 99.9%. Cloud Sync Services: 99.5%.

Uptime is calculated as: (Total Minutes in Month minus Downtime Minutes) divided by Total Minutes in Month, multiplied by 100. Uptime is measured per calendar month in UTC.

Downtime means a period during which the applicable service is materially unavailable to you, excluding scheduled maintenance and the other exclusions described in Section 4.

2. Service Credits

If we fail to meet our uptime commitment for a given service in a calendar month, you may request service credits as follows:

Monthly uptime of 99.0% to 99.89%: credit equal to 10% of your monthly fee. 95.0% to 98.99%: 25%. 90.0% to 94.99%: 50%. Below 90.0%: 100%.

For annual billing, the monthly fee is calculated as one twelfth of the annual fee. Credits for any single month shall not exceed 100% of the monthly fee for that month. Credits are applied to your next billing cycle once approved and cannot be exchanged for cash. If you are in your final month of service, we will issue a refund instead.

3. Scheduled Maintenance

We schedule routine maintenance during low-usage windows, typically Sunday 02:00 to 06:00 UTC, with at least 72 hours' notice. Urgent maintenance receives at least 24 hours' notice. Emergency maintenance affecting security may be performed with best-effort notice. Scheduled maintenance within announced windows and not exceeding four hours is not counted as downtime.

Maintenance notifications are sent by email to designated technical contacts and posted to our status page at status.ubik.studio.

4. Exclusions

The following are not counted toward downtime: scheduled maintenance within announced windows; issues caused by your equipment, network, or configuration; outages caused by third-party services outside our control; force majeure events; actions or omissions by you, including violations of the Terms of Service; attacks specifically targeting your account; and features explicitly marked as beta or experimental.

Some features depend on third-party providers (for example, Clerk for authentication, OpenAI and Anthropic for AI features, Stripe for payments). Outages isolated to those third-party components are excluded from this SLA, though we commit to communicating promptly about such issues and implementing reasonable fallbacks where possible.

5. Incident Response

We classify incidents by severity. Critical incidents (service completely unavailable): initial response within 15 minutes, status updates every 30 minutes, target resolution within 4 hours. High (major functionality impaired): initial response within 1 hour, updates every 2 hours, target resolution within 8 hours. Medium (partial impairment): initial response within 4 hours, daily updates, target resolution within 3 business days. Low (minor issues): initial response within 1 business day, resolution on a best-effort basis.

Response times for Critical and High severity incidents are 24/7. For escalation, contact your account manager or email enterprise-support@ubik.studio with "ESCALATION" in the subject line.

6. Requesting Credits

To request service credits, email enterprise-support@ubik.studio within 30 days of the end of the month in which the downtime occurred. Include your organization name and account identifier, the affected dates and times in UTC, a description of the outage, and the impact on your operations.

We will acknowledge your request within two business days and respond with a determination within 10 business days. If you disagree with our determination, you may provide additional evidence, and we will issue a final decision within 10 additional business days.

7. Data Protection Commitments

Recovery Point Objective (RPO): 1 hour (maximum data loss in the event of a disaster). Recovery Time Objective (RTO): 4 hours (maximum time to restore service). Data is stored with 99.999999999% durability across multiple geographic regions. We conduct annual disaster recovery testing.

8. Security Commitments

Critical security patches are applied within 24 hours. High-severity patches are applied within 7 days. Affected customers are notified of security incidents within 72 hours. External penetration testing is conducted annually. SOC 2 Type II reports, compliance documentation, and security questionnaire responses are available to Enterprise customers upon request under NDA.

9. Enterprise Support

Enterprise support includes priority response times, dedicated named support contacts, an assigned account manager, technical onboarding assistance, up to four hours per year of training sessions, and quarterly business and technical reviews.

Support is available by email 24/7, by phone during business hours (Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding United States federal holidays) with on-call availability for Critical and High severity incidents, and by scheduled video call.

You may designate up to five technical contacts (10 for larger plans), two billing contacts, and one executive sponsor.

10. Modifications

We may modify this SLA. Improvements take effect immediately. Material changes require 30 days' notice. Reductions in commitment require 90 days' notice. If we materially reduce SLA commitments, you may terminate your Enterprise agreement without penalty within 30 days of notice, and we will refund prepaid fees on a pro-rata basis.

11. Termination

This SLA terminates when your Enterprise subscription ends, you downgrade to a non-Enterprise plan, or your account is terminated for cause. Approved credits are applied to the final invoice; pending requests are processed before close-out.

12. Contact

Enterprise Support: enterprise-support@ubik.studio Account Management: accounts@ubik.studio Status Page: https://status.ubik.studio General: info@ubik.studio

This Service Level Agreement applies only to Enterprise subscription customers and is effective as of February 11, 2026.