Service Level Agreement

1.1 Uptime Commitment

CreatoRain commits to maintaining a monthly uptime percentage of 99.9% for the CreatoRain platform, measured on a calendar month basis. "Uptime" is defined as the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in the calendar month, expressed as a percentage.

1.2 Downtime Definition

"Downtime" means a period during which the CreatoRain platform is materially unavailable or inoperable for the Client. Downtime is measured from the time CreatoRain detects the outage or the Client reports it to support@creatorain.com, whichever is earlier, to the time the platform is restored to normal operation.

1.3 Uptime Calculation

Monthly Uptime Percentage is calculated using the following formula: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100. For example, in a 30-day month (43,200 total minutes), a 99.9% uptime allows for a maximum of approximately 43.2 minutes of Downtime.

2.1 Maintenance Windows

CreatoRain performs scheduled maintenance to ensure optimal platform performance, security, and reliability. Scheduled maintenance windows are:

• Primary maintenance window: Sundays from 2:00 AM to 6:00 AM Eastern Time (ET)
• Emergency maintenance: As needed, with as much advance notice as possible, normally at least four (4) hours. Emergency maintenance outside the primary maintenance window counts as Downtime
• Major upgrades or migrations: Scheduled with at least seven (7) days advance notice

2.2 Maintenance Notifications

CreatoRain will notify Clients of scheduled maintenance by email to the account administrator.

4.1 Support Tiers

CreatoRain provides support by email at support@creatorain.com, Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding U.S. federal holidays. The response target for a request depends on the Client's subscription plan and the severity of the issue, as set out in Section 5. Response targets count only these support hours, and a business day means a weekday on which support is open.

4.2 Standard and Priority Support

Free and Starter plans receive Standard Support. Growth and Scale plans receive Priority Support: their requests are answered ahead of Standard Support requests, against the faster targets in Section 5. Scale Plan Clients also have a dedicated CreatoRain account manager.

4.3 Custom Agreements

Support terms for a Client on a custom agreement are those set out in that agreement.

P1 - Critical

The platform is completely unavailable or a core function is entirely inoperable, affecting all or substantially all users. No workaround is available. Examples include: complete platform outage, inability to log in for all users, data loss affecting multiple accounts, or security breach requiring immediate action.

• Target response: Within 4 business hours (Priority Support), 8 business hours (Standard Support)
• Target resolution: CreatoRain works on the incident until the platform is restored
• Communication: Email updates to the account administrator at least every four (4) business hours until resolved

P2 - High

A major feature or function is significantly impaired, affecting a large number of users. A workaround may be available but is not sustainable. Examples include: campaign management tools not working, creator search returning errors, creator outreach emails not sending, or billing failures.

• Target response: Within 1 business day (Priority Support), 3 business days (Standard Support)
• Target resolution: A fix or workaround within two (2) business days of our first response
• Communication: Email updates at least once each business day until resolved

P3 - Medium

A platform feature is partially impaired, affecting a limited number of users. A reasonable workaround is available. Examples include: slow performance on specific pages, minor display or formatting issues in reports, delays in updating individual creator profiles, or non-critical notification failures.

• Target response: Within 2 business days (Priority Support), 5 business days (Standard Support)
• Target resolution: A fix or workaround within five (5) business days of our first response
• Communication: Email updates when the status of the issue changes

P4 - Low

A minor issue or cosmetic defect with minimal impact on platform usability. Examples include: cosmetic UI issues, minor documentation errors, feature enhancement requests, or general inquiries about platform behavior.

• Target response: Within 3 business days (Priority Support), 5 business days (Standard Support)
• Target resolution: Included in a future product release at CreatoRain's discretion
• Communication: Acknowledged and tracked in the product backlog

6.1 Credit Calculation

If CreatoRain fails to meet the 99.9% monthly uptime commitment, the Client is eligible to receive service credits according to the following schedule:

• At least 99.0% but below 99.9% uptime: a credit of 10% of the monthly platform fee for the affected month
• At least 95.0% but below 99.0% uptime: a credit of 25% of the monthly platform fee for the affected month
• At least 90.0% but below 95.0% uptime: a credit of 50% of the monthly platform fee for the affected month
• Below 90.0% uptime: a credit of 100% of the monthly platform fee for the affected month

For Clients billed annually, the monthly platform fee used to calculate credits is the annual platform fee divided by twelve (12).

6.2 How to Claim Credits

To claim a service credit, the Client must submit a request to support@creatorain.com within thirty (30) days of the end of the calendar month in which the Downtime occurred. The request must include:

• The Client's account name and account identifier
• The dates and times of the Downtime incidents being claimed
• A description of the impact experienced
• Any relevant screenshots or error messages

CreatoRain will review the claim against its uptime records (Section 8.3) and respond within ten (10) business days with a determination. If the claim is approved, the service credit will be applied to the Client's next invoice for the platform fee.

6.3 Credit Limitations

Service credits are subject to the following limitations:

• The maximum total service credit for any single calendar month shall not exceed 100% of the Client's monthly platform fee for that month
• Service credits are not redeemable for cash, except as the Refund & Cancellation Policy provides when an account is terminated, and may not be transferred to other accounts
• Service credits may not be carried forward beyond twelve (12) months from the date they are issued
• Service credits will not be issued for Downtime events that fall within the exclusions listed in Section 3
• Clients with outstanding invoices or accounts in arrears are not eligible for service credits until all outstanding amounts are settled

7.1 Sole Remedy

Service credits as described in Section 6 are the Client's sole and exclusive remedy for CreatoRain's failure to meet the uptime commitment set forth in this SLA. This SLA does not provide grounds for termination of the Client Agreement unless the Monthly Uptime Percentage falls below 95.0% for three (3) or more consecutive calendar months, in which case the Client may terminate the affected services without penalty, including any remaining minimum term, upon thirty (30) days' written notice.

7.2 Limitations

This SLA does not change the limitation of liability in Section 10 of the Client Agreement, which applies to any claim under this SLA.

8.1 Incident Notices

CreatoRain notifies the account administrator by email of incidents that cause Downtime and of scheduled maintenance, as described in Sections 2.2 and 5.

8.2 Monthly Reports

Growth and Scale Plan Clients may request a monthly availability report, covering uptime performance, incident summaries, and any applicable service credits, by emailing support@creatorain.com.

8.3 Uptime Records

CreatoRain calculates uptime from its automated health checks of the platform and its incident records, together with outages reported by Clients. A Client who disagrees with a calculation may send its own records to support@creatorain.com, and CreatoRain will review them in good faith.