Service Level Agreement and Standards

The scope of this Service Level Agreement and Standards section is to help answer these frequently asked questions:

“Detail your operating hours, support model, SLAs for managing inquiries or incidents, and SLOs (service level objectives) for service accessibility/availability/capacity. Please also describe how planned/unplanned downtime is handled internally and communicated to customers.”

Service Level Agreement

Service Overview

The PAVE service (PAVE) provides Android and iPhone users a simple Progressive Web Application (PWA) as a browser-based or native (if using our SDKs) guided experience to capture appropriate vehicle images to perform an automated inspection report. Discovery Loft customers initiate this service by generating session requests via HTTPS through a REST API for their end-users. The API also returns the vehicle details, images and inspection results as JSON-encoded responses.

PAVE's inspection results are processed separately depending on the use case parameters established between Discovery Loft and our customer. For Just in Time Results, PAVE delivers near-real-time results, and for 24HR Queued Results, these results may be delayed for up to 24 hours (coming Fall 2022).

PAVE's SLA and SLOs are based on a three-month rolling window

Service Levels

Discovery Loft will make commercially reasonable efforts to provide the PAVE services between the hours of (a) Monday to Friday from 9:00 am to 11:59 pm EST; and (b) Saturday to Sunday from 9:00 am to 11:00 pm EST, in each case, excluding statutory and civic holidays observed in Toronto, Ontario (the "Inspection Hours") to achieve at least 99.90% availability for each calendar month during the Term, excluding downtime or suspension of the PAVE services following (the "Uptime Commitment"). If Discovery Loft fails to meet its Availability Service Level in any calendar month during the Term, the Customer will be entitled to credits as follows:

Table #1– Uptime Commitment

Availability Service Level	Credit Against the Monthly Minimum Fee
>99.9%	N/A
>99.5% - <99.9%	2%
>99% - <99.5%	3%
>99.5% - <99%	4%
<99.5%	5%

Uptime is the percentage of total possible minutes PAVE was available during a fiscal quarter. Our commitment is to maintain at least 99.9% Uptime: [(total minutes in quarter - Downtime) / total minutes in quarter] > 99.9% The payment of the credits towards the Customer's account is Discovery Loft's sole liability and entire obligation and the Customer's exclusive remedy for any breach by Discovery Loft following (the Uptime Commitment).

Service Level Objectives

Table #2 - SLOs and SLIs

Category	SLI	SLO
API
Availability	The load balancer metrics measure the proportion of requests that receive a successful HTTP status other than 500-599. [count of "api" http_requests which do not have a 5XX status code divided by the count of all "api" http_requests]	99.9%
Latency	The load balancer metrics measure the proportion of adequately short amount of time for a call to reach a destination and a call to come back to the API. Adequately short amount of time is defined as <150 ms. [count of "api" http_requests with a duration less than or equal to "0.15" seconds divided by count of all "api" http_requests]	90% of requests <150 ms 99% of requests <300 ms
Inspection Results (Just in Time Results)
Correctness	The proportion of vehicle inspection condition reports returned 83% correct as measured during a side-by-side professional inspection comparison. Correctness is not missing or falsely identifying exterior cosmetic damages visible in the captured images that are >150USD to repair. [count of all completed results which were correct divided by the count of all completed results]	83% correct
Completion Response Time	The proportion of vehicle inspection condition reports returned in an adequately short time after the final required image has been captured and has passed the system QA. An adequately short time is defined as <150 seconds. [count of all completed results with a duration less than or equal to "150" seconds divided by the count of all completed results]	150 seconds
Inspection Results (24HR Queued Results)
Correctness	The proportion of vehicle inspection condition reports returned 83% correct as measured during a side-by-side professional inspection comparison. Correctness is not missing or falsely identifying exterior cosmetic damages visible in the captured images that are >150USD to repair. [count of all completed results which were correct divided by the count of all completed results]	83% correct
Completion Response Time	The proportion of vehicle inspection condition reports returned in a limited delayed time after the final required image has been captured and has passed the system QA. A limited delayed time is defined as <24 hours. [count of all completed results with a duration less than or equal to "24" hours divided by the count of all completed results]	<24 hours

Service Interruptions Handling and Communication Policy

Suspension of Access; Scheduled Downtime; Modifications

Discovery Loft may, from time to time and at its discretion, without limiting any of its other rights or remedies at law or in equity, under the Agreement with its clients: suspend Customer's access to or use of the PAVE services in whole or in part:

• for scheduled maintenance;

• due to a Force Majeure;

• if Provider believes in good faith that Customer or any Permitted User has violated any provision of this Agreement;

• to address any emergency security concerns;

• or if required by a regulatory body or as a result of a change in applicable law;

• and make any Modifications to the PAVE services.

To the extent reasonably practicable, Discovery Loft will provide the Customer with advance notice of such suspension.

Service Incident Response Times

Following written notification to the Customer of any inability to access the PAVE services (during the Inspection Hours), Discovery Loft will correctly classify such Service Incident into one of the severity levels described below. Based on such severity level classification, we will use commercially reasonable efforts to respond to the Customer following the below-set frames.

Table #4 - Service Incident Response Times

Level	Severity	Initial Response Time	Ongoing Updates Provided
Level 1	Critical	Regular business workday: 1 hour Weekends or off hours: 2 hours	Every 4 hours
Description	When an issue is affecting user flow and data
Examples	User cannot access the PAVE Service, preventing them from using PAVE Server down Missing user data
Level 2	Medium	Regular business workday: 3 hours Weekends or off hours: 4 hours	Every 12 hours
Description	When an issue is affecting the flow but can be handled manually by the user or PAVE agent/dev
Examples	PAVE UI stuck at loading, users can manually reload PAVE, reopen the app PAVE result data is not loading or sending to client endpoint; can be done manually by PAVE Dashboard to resend or PAVE agent/dev to resend
Level 3	Low	Within 5 business days	Every 7 business days
Description	When an issue can be seen but not affecting the flow
Examples	UI design input Mismatch text between PAVE UI like web app vs SDK Glitchy UI

The following terms will have the meanings set forth below:

• "Critical" means any complete inability to access the PAVE services by the Customer unless such failure to access PAVE services results from any Excluded Outage.

• "Medium" means any partial degradation in the functionality or performance of the PAVE services unless such degradation is the result of any Excluded Outage.

• "Low" means any routine or non-critical problem or issue with the PAVE services that does not impair the underlying functioning of the PAVE services, unless such problem or issue is the result of any Excluded Outage.

• "Excluded Outage" means any outage or unavailability affecting the PAVE services that is caused by: (i) any act or omission of Customer or any Permitted User; or (ii) an event of Force Majeure.

• "Service Incident" means any outage, service degradation, malfunction or other issue relating to the PAVE services.