OrcheStream Service Level Agreement

Last updated: September 4, 2026

This Service Level Agreement ("SLA") is incorporated into and forms part of the OrcheStream Terms of Service (the "Terms") between Adeptified LLC ("Adeptified") and Customer. Capitalized terms not defined here have the meaning given in the Terms.

This SLA applies only to Customer's paid-tier subscription to the OrcheStream Service while that subscription is active and Customer's account is not suspended under Section 3.4 or Section 5 of the Terms. It does not apply to trial, beta, promotional, or free-tier access, which are provided "as is" under Section 9 of the Terms.

1. Uptime Commitment #

Adeptified will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9%, excluding Excluded Downtime (Section 5).

Monthly Uptime Percentage is calculated as:

100% × (Total Minutes in the Month − Downtime Minutes) / Total Minutes in the Month

Downtime means any period during which Authorized Users are unable to access the core functionality of the Service (device assignment, monitoring, and administration), as measured by Adeptified's monitoring systems and confirmed by Adeptified's incident records.

2. Service Credits #

If the Monthly Uptime Percentage in a given calendar month falls below 99.9%, Customer may request a Service Credit equal to 5% of the fees attributable to that calendar month (calculated as 1/12 of Customer's then-current annual subscription Fees).

2.1 Cap. Total Service Credits issued for any single calendar month will not exceed 100% of the fees attributable to that month.

2.2 Form of credit. Service Credits are issued as a credit toward Customer's next renewal invoice. Service Credits have no cash value and are not owed if Customer's subscription is not renewed, except where required by law.

2.3 Sole remedy. Service Credits are Customer's sole and exclusive remedy, and Adeptified's sole liability, for any failure to meet the uptime commitment in Section 1.

3. Claim Process #

To receive a Service Credit, Customer must submit a request to support@adeptified.com within 30 days after the end of the calendar month in which the claimed Downtime occurred. The request must include the dates and times of the claimed Downtime and any supporting detail (error messages, affected rooms/devices, etc.) reasonably available to Customer. Adeptified will confirm the Monthly Uptime Percentage against its own monitoring and incident records and respond within [15] business days.

4. Scheduled Maintenance #

Adeptified may perform scheduled maintenance that temporarily affects Service availability. Adeptified will use commercially reasonable efforts to provide at least [48] hours' advance notice of scheduled maintenance that is expected to cause Downtime, and to schedule it outside of typical business hours (Eastern Time) where practicable. Time reasonably attributed to scheduled maintenance performed with such notice is not counted as Downtime.

5. Exclusions ("Excluded Downtime") #

The following are excluded from the calculation of Downtime and Monthly Uptime Percentage, and Adeptified has no liability or obligation to issue Service Credits for them:

(a) Third-party platforms and devices. Unavailability, degraded performance, API changes, rate limiting, or outages of any connected third-party platform (including Cisco Webex, Kaltura, Appspace, or other integrations Adeptified makes available) or of Customer's own conference room devices, networks, or equipment;

(b) Customer-side factors. Issues caused by Customer's or an Authorized User's equipment, software, internet connectivity, misconfiguration, or violation of the Terms (including the Acceptable Use provisions);

(d) Force majeure events, as described in the Terms;

(e) Beta or preview features, which are excluded from this SLA regardless of when accessed; and

(f) Suspension of the Service under Section 3.4 (non-payment) or Section 5 (Acceptable Use) of the Terms.

6. Relationship to the Terms #

This SLA does not modify the disclaimers in Section 9 or the limitation of liability in Section 10 of the Terms, except to the extent it defines the specific remedy described in Section 2 above. In the event of a conflict between this SLA and the Terms regarding any matter other than uptime commitments and Service Credits, the Terms control.