Service Level Agreement

1. Overview

VeriField Pro is committed to providing a reliable, high-performance platform for safety compliance management. This SLA outlines our commitments regarding service availability, incident response, maintenance, and data protection. Given the safety-critical nature of our Platform, we recognize that downtime can impact mine operations and worker safety, and we prioritize system reliability accordingly.

2. Uptime Commitment

VeriField Pro commits to maintaining 99.9% monthly uptime for the Platform, excluding scheduled maintenance windows as defined in Section 7.

2.1 Uptime Calculation

Monthly uptime is calculated as follows:

“Downtime” means a period during which the Platform is materially unavailable to users, as determined by VeriField Pro from our error monitoring, automated checks and Client reports. Scheduled maintenance, as defined in Section 7, is excluded from downtime calculations.

2.2 Uptime Equivalents

3. Monitoring

These are the automated checks that run today, as scheduled jobs on our hosting provider (Vercel) or inside the application. We do not operate a staffed 24-hour operations center.

• Error Monitoring: Errors in the web application, in the browser and on our servers, are reported to our error-monitoring service (Sentry).
• Check-In Watch: Every 5 minutes, an automated job checks each site for signs that check-in is not working: workers not arriving by the time the site usually starts, walk-up check-ins that were not saved, and check-in requirements that have been switched on or are blocking check-in. When it finds a problem, it sends a text message to our engineer.
• Morning Readiness Digest: Every morning, an automated job sends our engineer a text message and an email describing what a visitor who scans each site's QR code that morning will encounter. The email also flags the supporting services it checks that are down or need payment.
• Text Message Delivery: Every 15 minutes, an automated job checks whether recent safety text messages were delivered.
• Not in place: We do not run round-the-clock automated uptime or response-time checks against Platform endpoints, and we do not publish a status page.

4. Incident Response Times

Incidents are classified by severity, and our response and resolution targets are as follows:

“Response Time” means the time between when VeriField Pro becomes aware of the incident and when our engineer begins active investigation. “Resolution Target” means the target time to restore the affected functionality to normal operation or provide a viable workaround.

5. Emergency Feature Priority

These features run on the same application and database infrastructure as the rest of the Platform. We do not operate a separate emergency-only environment, and we make no representation that emergency features remain available while the Platform as a whole is degraded or unavailable. Outbound text messages also depend on a third-party messaging carrier, whose outages fall under Section 9.

6. Service Credits

If we fail to meet our 99.9% monthly uptime commitment, affected Clients are eligible for service credits as follows:

To request a service credit, the Client must submit a written request to support@verifieldpro.com within 30 days of the end of the affected billing month. Service credits are applied to a future billing period and cannot be redeemed for cash. Total service credits in any billing month shall not exceed 50% of the monthly subscription fee.

7. Scheduled Maintenance

• Maintenance Windows: Scheduled maintenance is performed during low-traffic hours, typically between 2:00 AM and 6:00 AM Eastern Time on Sundays.
• Advance Notice: We will provide at least 72 hours' advance notice for scheduled maintenance that may result in service interruption, via email and in-app notification.
• Emergency Maintenance: In rare cases, critical security patches or urgent fixes may require unscheduled maintenance with shorter notice. We will provide as much advance notice as reasonably possible.
• Zero-Downtime Deployments: We strive to perform most updates and deployments with zero downtime using rolling deployment strategies. Only major infrastructure changes require maintenance windows.

8. Data Backup and Recovery

• Backups: Our database provider (Supabase) takes a backup of the Platform's database once a day, and each backup is kept for 7 days. Uploaded files (for example, training documents and briefing videos) are not included in these backups, and we do not hold any other backup of them.
• Recovery Point Objective (RPO): Up to 24 hours. If the database had to be restored from a backup, records created or changed after the most recent daily backup could be lost.
• Recovery Time Objective (RTO): For a failure that requires system recovery but does not lose the database, we target restoration of full service within 24 hours. No recovery time is committed for the loss of the database: the time needed to reconnect the Platform to a restored database has not been measured (see Recovery Testing).
• Recovery Testing: On September 28, 2026, we restored a daily backup into a new database. The restore took about 15 minutes, and every table's row count reconciled with production once records created or deleted after the backup were accounted for. We do not yet run scheduled restore drills.

9. Exclusions

The uptime commitment and service credits do not apply to interruptions caused by:

• Scheduled maintenance as described in Section 7.
• Force majeure events, including but not limited to natural disasters, acts of war, terrorism, pandemics, power outages, or government actions.
• Issues caused by the Client's equipment, software, network connections, or infrastructure.
• Client-side misconfigurations or actions that prevent access to the Platform.
• Third-party service outages beyond VeriField Pro's reasonable control (e.g., cloud infrastructure provider outages, DNS provider failures).
• DDoS attacks or other malicious activities directed at the Platform.
• Issues resulting from the Client's failure to follow documented platform requirements or recommendations.

10. Reporting and Communication

• Incident Communication: During active incidents, we will provide status updates at least every 60 minutes for Critical incidents and every 2 hours for High severity incidents.
• Post-Incident Reports: For Critical and High severity incidents, we will provide a post-incident report within 5 business days, including root cause analysis, timeline of events, and preventive measures.
• Monthly Reports: A summary of the month's incidents is available to Clients on request.

11. Contact Us

For SLA-related inquiries, incident reports, or service credit requests: