ZENTARIAS TECHNOLOGIES LLC

Overview

This Service Level Agreement sets forth the supplemental service commitments made by Zentarias Technologies LLC ("Zentarias," "we," "our," or "us") with respect to the availability, performance, and support of the Zentarias fleet management platform and associated Services.

This SLA is effective to the extent Customer has fully paid for the Services pursuant to a valid Order Form. It does not apply to Hardware failures, which are governed separately by the Zentarias Hardware Terms and Warranty. Zentarias reserves the right to modify the terms of this SLA upon thirty (30) days' prior written notice to affected Customers.

1. SERVICE LEVEL COMMITMENT AND UPTIME GUARANTEE

Zentarias warrants that the Services will be available with a Monthly Uptime Percentage of at least 99.0% during any given calendar month (the "Service Level Commitment" or "SLC"). This uptime commitment is specific to the Zentarias platform and does not extend to Hardware performance, third-party connectivity services, or Customer-managed infrastructure.

2. EXCLUSIONS FROM SERVICE LEVEL COMMITMENT

The Service Level Commitment does not apply to periods of unavailability caused by or attributable to any of the following:

• A suspension or termination of Services in accordance with the Zentarias Terms of Service, including suspension for non-payment or violation of acceptable use policies
• Events beyond Zentarias's reasonable control, including force majeure events such as natural disasters, acts of war or terrorism, pandemics, governmental actions, or power grid failures
• Failures experienced by Zentarias's third-party infrastructure and network service providers, including without limitation Amazon Web Services (AWS) or any telecommunications carrier
• Customer's use of its own equipment, software, or third-party tools in conjunction with the Zentarias Services, where such use causes or contributes to the unavailability
• Scheduled maintenance windows, provided that Zentarias has notified Customer of such maintenance at least twenty-four (24) hours in advance
• Failures attributable to Customer's own network connectivity, including internet outages at Customer's facilities
• Interruptions to 4G/LTE connectivity provided by mobile network operators (MNOs), which are outside Zentarias's operational control
• Loss of signal or connectivity between a vehicle and its installed telematics device caused by the physical degradation, damage, or deterioration of the vehicle itself

3. ROOT CAUSE ANALYSIS

For each confirmed Service Level Failure, Zentarias will conduct a root cause analysis ("RCA") at its own expense to identify the underlying technical cause of the incident and evaluate corrective actions. Zentarias will implement and operate all measurement and monitoring tools and procedures necessary to measure and report platform performance relative to the Service Level Commitment.

Upon written request by Customer following a confirmed Service Level Failure, Zentarias will provide Customer with a written summary of the root cause analysis findings. Zentarias reserves the right to redact or withhold any information from the RCA report that it reasonably determines to be confidential, proprietary, or sensitive. All RCA reports constitute Zentarias Confidential Information and may not be shared with any third party without Zentarias's prior written consent.

4. SUPPORT CHANNELS AND RESPONSE FRAMEWORK

CONTACT INFORMATION