Service Level Agreement

This Service Level Agreement ("SLA") describes target service levels and support response targets for paid plans of the Insite AI Service provided by Insite Labs Ltd. ("Company"). This SLA is incorporated into and subject to the Terms and Conditions, including all limitations of liability, disclaimers, and exclusions set out therein.

• "Availability" means the percentage of time during a calendar month that the core production Service infrastructure is accessible and functional, calculated as: (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100%. • "Downtime" means a period during which the Service is wholly unavailable or substantially non-functional for the affected Customer, as confirmed by Company monitoring and records, excluding all Excluded Events defined in Section 5. • "Business Hours" means Sunday through Thursday, 09:00–18:00 Israel Standard Time (UTC+2) or Israel Daylight Time (UTC+3) as applicable, excluding Israeli public holidays. • "Business Day" means any day that falls within Business Hours. • "Critical Issue" means a complete or widespread outage of core Service functionality affecting the Customer's production environment, with no reasonable workaround available. • "Standard Issue" means any non-critical service impairment, degraded performance, feature malfunction, or general support request.

The Company targets monthly Availability of 99.5% for core production Service infrastructure for Customers on paid plans (Starter, Growth, Pro, Business, Enterprise), excluding Excluded Events. Availability is measured by the Company using its internal monitoring systems, logs, and reasonable operational criteria, which constitute the sole basis for calculating Availability under this SLA. This target does not apply to Trial plans, beta or experimental features, third-party integrations and dependencies, or AI model response quality.

Response times above are targets only, not guarantees. Actual response times may vary based on issue severity and clarity, completeness of the support request, current support volume, required escalations, third-party dependencies, and the Customer's own responsiveness.

Support requests must be submitted through the Inbox feature in the Insite AI Admin panel (accessible at your dashboard), or by email to legal@insitelabs.ai. To enable timely triage, please include: your application name and URL, a clear description of the issue, steps to reproduce, and any relevant error messages or screenshots. Response time targets begin from the moment the Company receives a complete and actionable support request during Business Hours. Requests submitted outside Business Hours will be treated as received at the start of the next Business Day.

This SLA, including the Availability target and response time targets, does not apply to Downtime, degradation, delays, or service failures caused in whole or in material part by: • third-party infrastructure, cloud hosting providers, DNS providers, CDN services, AI or language model providers, browser engines, plugins, payment processors, or other third-party services or platforms; • internet or telecommunications outages, backbone failures, or connectivity issues outside the Company's control; • Force Majeure Events as defined in the Terms and Conditions; • the Customer's own systems, code, scripts, website content, third-party integrations, misconfigurations, incorrect use, or unsupported environments; • suspension, restriction, or termination of access due to non-payment, abuse, security risk, violation of the Terms and Conditions, or legal requirements; • beta, preview, experimental, or trial features; • scheduled or emergency maintenance, system updates, model changes, reindexing, security patches, or deployments; • issues resulting from Customer-initiated changes, configurations, or content updates.

The Company may perform scheduled maintenance, security updates, model changes, platform upgrades, or emergency remediation at any time. Where reasonably practicable, the Company will endeavour to provide advance notice of planned maintenance via the in-product notification system or email. Emergency maintenance may be performed without prior notice where necessary to protect the integrity, security, or availability of the Service. Maintenance periods are excluded from Downtime calculations.

Unless expressly agreed in a separate written agreement signed by an authorized representative of the Company, this SLA does not entitle the Customer to any automatic refunds, service credits, penalties, liability for damages, or monetary remedies in connection with any failure to meet the targets described herein.

The Company's internal monitoring systems, operational records, and severity classifications constitute the sole basis for measuring Availability and interpreting this SLA. In the event of any dispute regarding Availability or incident classification, the Company's reasonable determination, based on its records, shall govern.

This SLA is subject to and incorporated into the Terms and Conditions. In the event of any conflict between this SLA and the Terms and Conditions, the Terms and Conditions prevail except to the extent this SLA expressly provides a higher level of service commitment for a specific paid plan.

This SLA is governed by the laws of the State of Israel. Any disputes arising out of or relating to this SLA are subject to the jurisdiction provisions in the Terms and Conditions.

Insite Labs Ltd. Email: legal@insitelabs.ai Website: insiteai.app