Service Level Agreement

Effective as of April 24st, 2026

LoginTC SLA During the Term of the applicable LoginTC Agreement (the “Agreement”), Cyphercor will use commercially reasonable efforts to make the LoginTC production hosted service available to Customer at least 99.9% of the time in any calendar month (the “LoginTC SLA”). This LoginTC SLA applies only to the production hosted LoginTC service, including the LoginTC administration panel and web interface, the LoginTC authentication API and service endpoints, and the LoginTC web SDK for Customer integration.

If Cyphercor does not meet the LoginTC SLA, and if Customer meets its obligations under this LoginTC SLA and submits a valid claim as described below, Customer may be eligible to receive the Service Credits described below. This LoginTC SLA states Customer’s sole and exclusive remedy for any failure by Cyphercor to meet the LoginTC SLA.

Scope. This LoginTC SLA applies only to the production hosted LoginTC service. It does not apply to: (a) on-premises or customer-managed deployments of LoginTC; (b) beta, preview, evaluation, free-tier, or non-production environments; (c) third-party connectors or integrations not operated by Cyphercor; or (d) any component expressly excluded in the applicable documentation.

Definitions. The following definitions apply to this LoginTC SLA.

“Agreement” means the applicable LoginTC subscription agreement, order form, or master services agreement between Cyphercor and Customer.

“Business Hours” means 9:00 AM to 5:00 PM Eastern Time, Monday through Friday, excluding Canadian statutory holidays.

“Downtime” means a period during which the production LoginTC service is wholly unavailable or materially unable to process valid authentication requests due to a failure within Cyphercor’s infrastructure or systems. Downtime is measured based on Cyphercor’s internal monitoring systems and server-side error rates. Downtime does not include: (i) unavailability caused by Scheduled Maintenance or Emergency Maintenance; (ii) unavailability attributable to Customer systems, configurations, or third-party dependencies; or (iii) authentication failures resulting from invalid credentials, unsupported client configurations, or user error.

“Emergency Maintenance” means unplanned maintenance required to address an urgent security, stability, or operational risk to the Service. Emergency Maintenance may be performed without advance notice, although Cyphercor will use commercially reasonable efforts to provide as much notice as practicable.

“Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Downtime in that calendar month, divided by the total number of minutes in that calendar month.

“Service” means the LoginTC multifactor authentication service operated and hosted by Cyphercor, including the administration panel, authentication API, and web SDK.

“Service Credit” means additional days of Service added to the end of Customer’s service term at no charge, as described below.

“Severity Level” means the support incident classifications described below.

Support Channels. Customer may access service status information, documentation, and support assistance through the following resources:

LoginTC Status Page: https://status.logintc.net/
Online Documentation: https://www.logintc.com/docs/help/
Email: support@cyphercor.com
Phone for critical incidents: +1 877-LOGINTC

Severity Levels and Initial Response Targets. Incidents are classified as follows:

Severity 1 – Critical
Full production outage or complete authentication service failure affecting all or substantially all users, with no workaround available.
Initial Response Target: 2 Business Hours
Severity 2 – High
Major degradation of the Service affecting a significant portion of users, with limited or no viable workaround available.
Initial Response Target: 4 Business Hours
Severity 3 – Medium
Partial degradation of the Service with a viable workaround available and moderate operational impact.
Initial Response Target: 1 Business Day
Severity 4 – Low
General support inquiry, configuration question, or low-impact issue with no significant operational effect.
Initial Response Target: 2 Business Days

Initial response targets represent the time from Cyphercor’s receipt of a properly submitted incident report to initial acknowledgment by a Cyphercor support representative. Response times are measured during Business Hours. Cyphercor does not guarantee fixed resolution times and will use commercially reasonable efforts to restore the Service as promptly as practicable.

Customer Responsibilities. This LoginTC SLA is conditioned on Customer fulfilling the following responsibilities:

Maintaining supported and documented integration configurations for the LoginTC service
Ensuring that Customer’s own infrastructure, network, identity sources, and endpoints are operational and properly configured
Designating and maintaining accurate technical contacts for incident reporting and escalation
Promptly cooperating with Cyphercor in the diagnosis and resolution of incidents, including providing relevant logs, error details, and access where reasonably required
Submitting incident claims with sufficient detail, including timestamps and a description of the impact
Maintaining Customer’s account in good standing, including timely payment of applicable fees

Service Credits. If Cyphercor does not meet the LoginTC SLA in a given calendar month, Customer may be eligible to receive the following Service Credits:

< 99.9% – >= 99.0%
3 days of Service added to the end of the Service term at no charge.

< 99.0% – >= 95.0%
7 days of Service added to the end of the Service term at no charge.

< 95.0%
15 days of Service added to the end of the Service term at no charge.

Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by Cyphercor to Customer for all Downtime occurring in a single calendar month shall not exceed fifteen (15) days of Service added to the end of Customer’s term for the Service. Service Credits may not be exchanged for, or converted into, monetary amounts. Service Credits represent Customer’s sole and exclusive remedy for any failure by Cyphercor to meet the LoginTC SLA. Nothing in this LoginTC SLA expands or modifies any limitation of liability set forth in the Agreement.

Customer Must Request Service Credit. To receive any of the Service Credits described above, Customer must notify Cyphercor in writing within thirty (30) calendar days of the date Customer first becomes eligible to receive a Service Credit. Claims must include: (a) the date or dates and time or times of the alleged Downtime; (b) a description of the impact experienced; and (c) any relevant logs, screenshots, or technical details available to Customer. Failure to submit a timely and complete claim will forfeit Customer’s right to receive a Service Credit for the affected period.

Cyphercor will validate claims against its internal monitoring records, logs, and service metrics, which shall serve as the authoritative source for determining whether Downtime occurred and its duration. Approved credits will be applied to eligible accounts in good standing within sixty (60) days of claim approval.

LoginTC SLA Exclusions. The LoginTC SLA does not apply to, and Downtime does not include, unavailability or performance issues arising from:

Customer’s equipment, software, network, or infrastructure not within the primary control of Cyphercor
Third-party systems, services, or dependencies outside Cyphercor’s control, including identity providers, cloud service providers, telecommunications carriers, internet service providers, or RADIUS-dependent infrastructure
Scheduled Maintenance or Emergency Maintenance
Force majeure events, including natural disasters, governmental actions, pandemics, acts of war, or other events beyond Cyphercor’s reasonable control
Misuse, unauthorized use, or use inconsistent with applicable documentation or the Agreement
Beta, preview, evaluation, non-production, or free-tier versions of the Service
Customer’s failure to fulfill its responsibilities under the Customer Responsibilities section of this LoginTC SLA
Authentication failures caused by invalid credentials, unsupported client configurations, or end-user error

General Provisions. In the event of any conflict between this LoginTC SLA and the Agreement, the Agreement shall govern, except where this LoginTC SLA expressly provides that its terms supersede the Agreement with respect to a specific subject matter.

Cyphercor may update this LoginTC SLA from time to time and will provide Customer with at least thirty (30) days’ prior written notice of any material changes. Updated versions will be posted at https://www.logintc.com/sla/ and identified by version number and effective date. Changes apply prospectively only.

This LoginTC SLA, together with the Agreement, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior SLAs, representations, and understandings.