EXHIBIT B — SERVICE LEVEL AGREEMENT (SLA)

Exsidio Inc. — Effective November 07, 2025

This SLA applies to production Services purchased under an ESO. Capitalized terms use the meanings in the Agreement.

  1. UPTIME TARGETS

1.1 Platform Availability. Exsidio targets 99.95% monthly availability for core voice platform functions (call control, registration, and media relay). Planned Maintenance is excluded.
1.2 Voice Quality. Exsidio monitors MOS and packet metrics across carrier interconnects; transient impairments that originate off‑net (public internet, third‑party ISPs) are excluded.
1.3 Messaging. For compliant, registered A2P/10DLC traffic, Exsidio targets carrier handoff within industry norms; final delivery is carrier/handset dependent and excluded from availability calculations.

  1. EXCLUSIONS
  • Planned Maintenance with at least 48 hours’ notice and occurring during published windows.
    • Issues caused by Customer’s equipment, LAN/WAN/ISP, power, or changes.
    • Force majeure events and carrier/PSAP outages beyond Exsidio’s reasonable control.
    • Suspension for breach, AUP violations, fraud mitigation, or non‑payment.
    • Beta/preview features.
  1. CREDITS

Monthly Availability      Service Credit (of MRC for affected Seats)
99.95% to 100%           0%
99.0% – <99.95%          5%
98.0% – <99.0%           10%
<98.0%                   20%
Credits are capped at 50% of the MRC for the month and are Customer’s sole remedy for SLA breaches.

  1. CLAIMS

To request a credit, Customer must open a support ticket within 48 hours of the incident and submit a written claim within 15 days after month‑end identifying the affected Seats, times, and impact. Exsidio will validate using logs and monitoring data.

  1. SUPPORT; SEVERITY TARGETS

Support Hours: 24×7 for Sev‑1 (service down) and Sev‑2 (major impairment); business hours for other tickets.
Response/Restore Targets:
• Sev‑1: Response 15 minutes; Restore target 4 hours.
• Sev‑2: Response 30 minutes; Restore target 8 hours.
• Sev‑3: Response 1 business hour; Workaround/plan within 2 business days.
• Sev‑4: Response 1 business day; Next release/queue.
Targets are goals, not guarantees.

  1. MAINTENANCE WINDOWS

Sundays 02:00–05:00 Eastern Time and Wednesdays 00:00–02:00 Eastern Time, unless otherwise noticed. Emergency maintenance may occur at any time to address security or stability issues.

  1. NO‑FAULT OUTAGES

Events outside Exsidio’s reasonable control are excluded from availability calculations but will be communicated via status notifications with ongoing updates.

  1. PORTING SLAS

Standard simple ports complete in 1–5 business days after FOC; complex ports per carrier interval. Exsidio will not block or condition port‑out on payment status.