Service Level Agreement and Support Policy

Effective October 8, 2026

This Service Level Agreement and Support Policy (the "SLA and Support Policy") is part of the Master Subscription Agreement (the "Agreement"). It describes AllyNow's availability goal and how AllyNow provides support. Capitalized terms not defined here have the meanings in the Agreement or the Data Processing Addendum.

1. Availability goal #

AllyNow aims to keep the Services available 24 hours a day, seven days a week, with a goal of at least 99.5% availability each calendar month. Available means that Users can sign in, save data and sync data from mobile devices. The 99.5% figure is a goal, not a guarantee. Missing it does not entitle Customer to service credits, refunds or a right to end the Agreement.

Working offline and syncing later are available only for the features and devices the Documentation describes. AllyNow cannot recover data that was never synced from a device.

2. Maintenance #

AllyNow may perform scheduled and emergency maintenance. It will try to schedule maintenance when usage is low and to give advance notice when practical.

3. Support #

Customers can reach support by email at support@ally-now.com, including for urgent issues. AllyNow provides support during the hours it publishes, which it may change from time to time.

AllyNow prioritizes issues by their impact. Issues that stop Users across an account from capturing or syncing field data, approving daily field sheets or invoicing get the highest priority. AllyNow works on issues as quickly as is reasonably practical but does not commit to response or resolution times. During a service incident, AllyNow will try to keep affected customers' administrators informed.

4. Customer Success hours #

Each contract year of a 12-month or 36-month subscription includes the Customer Success hours stated in the Order Form, for configuration help, coaching and training that Customer asks for. Unused hours expire at the end of each contract year and do not roll over to the next year, a renewal or another Order Form. Month-to-month subscriptions include no hours. Once any included hours are used, additional hours are billed at the hourly rate in the Order Form, monthly as used. AllyNow will get Customer's written approval before doing work beyond the included hours.

Implementation work is scoped separately in the Order Form and does not use these hours. Neither does time AllyNow spends fixing its own defects or Security Incidents. AllyNow will share a record of hours used on request. Hours are capacity for agreed work, not a promise of response or resolution times. Customer can still report issues after its included hours are used.

5. Customer responsibilities #

Customer will name at least one administrator to coordinate support, give AllyNow the information it reasonably needs to reproduce and diagnose an issue, and keep the AllyNow app updated to a supported version on supported devices.

6. Backups #

AllyNow maintains production backup and recovery controls as described in the Data Processing Addendum. Backups do not replace Customer's own review and safekeeping of its critical records, and they are not a promise that every item, or data held only on a device, can be recovered.

7. Changes #

AllyNow may update this policy under Section 13.9 of the Agreement.