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Service Level Agreement

Last Modified: September 15, 2026

  1. Wellzesta SLA. During the Term of the applicable Agreement (the "Agreement"), the Covered Services will be operational and available to Customer at least 99.9% of the time in any calendar month (the "Wellzesta SLA"). If Wellzesta does not meet the Wellzesta SLA, and if Customer meets its obligations under this Wellzesta SLA, Customer will be eligible to receive the Service Credit (described in Section 6). This Wellzesta SLA states Customer's sole and exclusive remedy for any failure by Wellzesta to meet the Wellzesta SLA.

  2. Customer Must Request Service Credit. In order to receive Service Credit, Customer must notify Wellzesta within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive Service Credit.

  3. Maximum Service Credit. The aggregate maximum Service Credit to be issued by Wellzesta to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of Customer's term for the Service (or the value of 15 days of service in the form of a monetary credit to a monthly-billing customer’s account). Service Credit may not be exchanged for, or converted to, monetary amounts.

  4. Wellzesta SLA Exclusions. The Wellzesta SLA does not apply to any services that expressly exclude this Wellzesta SLA (as stated in the documentation for such services) or any performance issues: (i) caused by factors described in the "Force Majeure" section of the Agreement; or (ii) that resulted from Customer's equipment or third party equipment, or both (not within the primary control of Wellzesta).

  5. Definitions. The following definitions shall apply to the Wellzesta SLA.

    • "Downtime" means, for the Covered Services, if there is more than a five percent user error rate. Downtime is measured based on server side error rate.

    • "Covered Services" means the Services described in the Summary of Software Services, including Wellzesta Life, Wellzesta Vis, Wellzesta Connect, Wellzesta Discover, Wellzesta Elevate, Wellzesta Active and Wellzesta Zesty, together with the Wellzesta Life API and the Wellzesta Apps through which they are accessed. The Wellzesta App for Canva and the Wellzesta Skill for Alexa are not Covered Services: they run within the Canva and Amazon Alexa platforms, whose availability Wellzesta does not control.

    • "Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.

    • "Service" means the services described in the Summary of Software Services and ordered by Customer under the Agreement.

  6. Service Credit is defined as follows:

Monthly Uptime Percentage .. Days of Service added (*)
< 99.9% - >= 99.0% 3
< 99.0% - >= 95.0% 7
< 95.0% 15

(*) Days of Service added to the end of the Service term (or monetary credit equal to the value of days of service for monthly postpay billing customers), at no charge to Customer.