Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes the service availability, support, and incident response commitments provided by Calendar Genius, Inc. d/b/a Moment ("Moment") to customers and partners ("Customer") using the Moment services (the "Services").

This SLA forms part of the applicable agreement between Moment and Customer.

1. Service Availability

1.1 Availability Target

Moment targets 99.9% monthly uptime for its core calendar delivery and synchronization services. "Uptime" means the percentage of time during a calendar month that the Services are available and functioning as intended.

1.2 Measurement

Uptime is calculated on a monthly basis using internal monitoring systems and logs.

2. Exclusions from Availability Calculations

The following are excluded from uptime calculations:

• scheduled maintenance (with reasonable notice where practicable);
• emergency maintenance required to address security or stability issues;
• outages or degradation caused by third-party providers outside Moment’s control, including:
  • Google Calendar APIs;
  • Google Cloud Platform infrastructure;
  • End-user calendar applications (e.g., Google Calendar app, Apple Calendar);
• issues caused by Customer configurations, integrations, or misuse; and
• force majeure events (e.g., natural disasters, widespread internet outages).

3. Maintenance Windows

3.1 Planned Maintenance

Moment may perform planned maintenance from time to time. Where reasonably practicable, Moment will:

• schedule maintenance during low-usage periods, and
• provide advance notice for maintenance that may impact availability.

3.2 Emergency Maintenance

Emergency maintenance may be performed without advance notice if required to protect the security or integrity of the Services.

4. Support Services

4.1 Standard Support

Moment provides standard support via email.

• Contact: support@momentco.ai or privacy@momentco.ai
• Availability: business hours (U.S. Pacific Time), excluding holidays

4.2 Scope of Support

Standard support includes:

• assistance with calendar connections and disconnections;
• investigation of delivery or synchronization issues;
• responses to privacy and data-related inquiries; and
• general product questions.

Enterprise or enhanced support offerings may be available by separate agreement.

5. Incident Severity Levels and Response Targets

Moment categorizes incidents based on severity and impact.

Response times represent targets, not guarantees, and refer to acknowledgment and initial investigation.

6. Data Protection and Security Incidents

In the event of a Personal Data Breach (as defined under applicable data protection laws), Moment will:

• promptly investigate the incident,
• take reasonable steps to mitigate impact, and
• notify affected Customers without undue delay, in accordance with applicable law and the Data Processing Addendum (DPA).

7. Service Credits

Unless expressly stated in a written commercial agreement between the parties:

• this SLA does not provide for automatic service credits, and
• service credits, if any, must be agreed upon separately in writing.

8. Customer Responsibilities

Customer is responsible for:

• maintaining accurate configuration of any Moment embeds or integrations,
• ensuring End Users meet technical requirements to use calendar services, and
• promptly reporting suspected issues with sufficient detail to allow investigation.

9. Changes to the SLA

Moment may update this SLA from time to time. Material changes will be communicated where required by law or contract.

Continued use of the Services after the effective date of an updated SLA constitutes acceptance of the revised SLA, unless otherwise agreed.

10. Relationship to Other Agreements

This SLA supplements, and does not replace, the applicable agreement, Privacy Policy, or Data Processing Addendum.

In the event of a conflict, the terms of the applicable agreement shall control unless expressly stated otherwise.