Service Level Agreement & Uptime Commitment

Version: v2.0 Effective Date: July 25, 2026

This Service Level Agreement ("SLA") is incorporated by reference into the LightSpeed VT License Agreement between Desert Sales Academy dba LightSpeed VT ("LSVT") and Customer. Capitalized terms used but not defined herein have the meanings given in the License Agreement.

A note on Updates: LSVT may update this SLA from time to time upon thirty (30) days' written notice. If any update materially reduces LSVT's uptime commitment or credit obligations, Customer may terminate the License Agreement without penalty within thirty (30) days of receiving notice of such update. Prior versions of this SLA are available upon written request to support@lightspeedvt.com.

1. Uptime Commitment

LSVT commits to 99.9% monthly service availability for the Licensed Services ("Uptime Commitment"), measured on a calendar month basis, excluding Scheduled Maintenance Windows and Excused Downtime as defined in Section 2 below.

99.9% monthly availability equates to a maximum of approximately 43.8 minutes of unexcused downtime per calendar month. Any cumulative unexcused downtime exceeding this threshold in a given month qualifies Customer for a Service Credit under Section 4.

"Service Availability" means the ability of an Authorized End User to access the LightSpeed VT platform from a confirmed internet connection using a confirmed compatible browser or device. LSVT's internal monitoring systems are the authoritative source for availability measurements.

2. Scheduled Maintenance Windows and Excused Downtime

The following maintenance windows are pre-scheduled. Downtime occurring within these windows does not count toward the Uptime Commitment calculation and is not eligible for Service Credits:

LSVT will publish alerts regarding Scheduled and Emergency maintenance via the LSVT Status Page and by email notification to Customer's Administrative Contact on record.

Excused Downtime

The following events are excluded from the Uptime Commitment and are not eligible for Service Credits:

• Outages caused by Customer's hardware, software, internet connection, or actions within Customer's environment

• Outages caused by third-party services or integrations not controlled by LSVT

• Force Majeure Events, defined as: acts of God, natural disasters, war, terrorism, government action, internet backbone failures, DDoS or cyberattacks, widespread cloud infrastructure provider failures (including AWS), or any other cause beyond LSVT's reasonable control

• Outages resulting from Customer's use of the Licensed Services in violation of the License Agreement

• Scheduled Maintenance Windows as defined above

• Beta features or services expressly designated as non-production

3. Incident Communication

LSVT will communicate service incidents through the following channels:

• Status Page (real-time):https://status.lightspeedvt.com

• Email: Notification to Customer's Administrative Contact for incidents exceeding 30 minutes or scheduled maintenance windows

• Support:support@lightspeedvt.com or https://support.lightspeedvt.com

Note: LSVT no longer uses social media as a primary incident communication channel. The LSVT Status Page is the authoritative source for real-time service status.

4. Service Credits

Credit Eligibility

If LSVT fails to meet the Uptime Commitment in a given calendar month due to unexcused downtime, Customer is eligible to request a Service Credit in accordance with this Section. Credits will not be issued for outages attributable to Excused Downtime as defined in Section 2.

Note: Service Credits are Customer's sole and exclusive remedy for LSVT's failure to meet the Uptime Commitment.

Credit Calculation

One (1) day of Service Credits equals 1/30th of Customer's committed monthly Service Charges for the affected billing period. The maximum credit issued in any single calendar month is seven (7) days of Service Charges. Credits are applied to future billing periods and have no cash value.

Credits are calculated based on cumulative unexcused downtime in a calendar month as follows:

5. Credit Claim Process

Filing Period

Credit claims must be submitted within thirty (30) calendar days of the end of the calendar month in which the outage occurred. Claims submitted after this period will not be considered.

How to Submit a Claim

Claims must be submitted by Customer's Administrative Contact via email to support@lightspeedvt.com with the subject line "SLA Credit Claim — [Account Name]."

Each claim must include:

1. Customer account name and VT System name

2. Administrative Contact name and contact information

3. Date and documented start and end time of each outage event

4. The LSVT support ticket number associated with the outage (tickets can be opened by emailing support@lightspeedvt.com)

5. A brief description of the nature of the outage or service failure

Note: A support ticket must be opened at or near the time of the incident in order for a claim to be valid. Retroactive ticket submissions will not qualify.

Review and Approval

LSVT will acknowledge all claims within five (5) business days of receipt. LSVT will complete its review and notify Customer of approval or rejection within ten (10) business days of acknowledgment. If rejected, LSVT will provide the basis for rejection in writing.

Credit Application

Approved credits will be applied to Customer's account during the billing cycle following the month in which the claim is approved.

6. Support Services

LSVT provides technical support to Customers as follows:

Support response times and escalation procedures may vary based on the severity and nature of the issue. LSVT will use commercially reasonable efforts to respond to support requests promptly.

7. Sole Remedy

Service Credits issued under this SLA represent Customer's sole and exclusive remedy for any failure by LSVT to meet the Uptime Commitment. Nothing in this SLA limits either party's liability for claims unrelated to service availability.

8. Modifications to This SLA

LSVT reserves the right to update this SLA at any time upon thirty (30) days' prior written notice to Customer. Notice may be provided by email to Customer's Administrative Contact or by posting to the LSVT Status Page and support site. If any update materially reduces LSVT's uptime commitment or credit obligations, Customer may terminate the License Agreement without penalty within thirty (30) days of receiving notice. Prior versions are available upon written request to support@lightspeedvt.com.

Desert Sales Academy dba LightSpeed VT

11411 Southern Highlands Pkwy, Las Vegas, NV 89141

(702) 369-4260 · support@lightspeedvt.com · https://support.lightspeedvt.com