Patrol Forge Service Level Agreement

Patrol Forge Service Level Agreement Version: 2026-08-17 Last Updated: August 17, 2026 1. Purpose and Scope This Service Level Agreement ("SLA") describes Patrol Forge LLC's standard availability target, support response targets, maintenance practices, exclusions, and service credit process for eligible paid subscriptions to the Patrol Forge hosted software platform. This SLA applies only to the production Patrol Forge hosted web application and production API endpoints that Patrol Forge directly controls ("Covered Services"). This SLA does not apply to services, devices, networks, app stores, third-party providers, customer systems, or conditions outside Patrol Forge's direct control. This SLA is incorporated by reference into the Patrol Forge Terms of Service and Master Services / SaaS Subscription Agreement when applicable. 2. Eligibility This SLA applies only to Customer accounts that: - Have an active paid subscription. - Are current on all payment obligations. - Are not suspended, terminated, in trial status, in beta-only status, or in violation of Patrol Forge's legal documents. - Use the Covered Services in accordance with Patrol Forge documentation, plan limits, security requirements, and acceptable use rules. Trial accounts, free accounts, beta accounts, demonstration accounts, test environments, staging environments, development environments, preview features, and promotional access are not eligible for SLA credits unless Patrol Forge agrees otherwise in a signed written agreement. 3. Availability Commitment Patrol Forge will use commercially reasonable efforts to make the Covered Services available at least 99.5% of each calendar month, excluding downtime or reduced availability caused by the exclusions in this SLA. "Available" means the Covered Services are reachable over the public internet and capable of performing core hosted application functions for a majority of eligible customers. "Unavailable" means the Covered Services are not reachable or cannot substantially perform core hosted application functions due to a Patrol Forge-controlled production failure. Intermittent errors, isolated account issues, degraded performance, slow page loads, delayed background jobs, delayed emails, delayed notifications, third-party failures, device-specific problems, browser-specific problems, or feature-specific issues do not automatically count as Unavailability unless Patrol Forge determines that the issue materially prevented use of the Covered Services as a whole. 4. Measurement Monthly availability is measured over a calendar month using Patrol Forge's monitoring systems, application logs, hosting records, incident records, support records, and reasonable technical investigation. Monthly Availability is calculated as: (Total Monthly Minutes - Excluded Minutes - Unavailable Minutes) / (Total Monthly Minutes - Excluded Minutes) x 100 Unavailability begins when Patrol Forge's monitoring confirms a Covered Services outage or when Patrol Forge confirms a Customer-reported issue as qualifying Unavailability, whichever is earlier. Unavailability ends when Patrol Forge confirms the Covered Services have been restored. Customer-side screenshots, browser errors, desktop app errors, mobile app errors, or local network issues may help an investigation but do not by themselves establish qualifying Unavailability. 5. Covered Services Covered Services may include the Patrol Forge production hosted web application and production APIs for: - Account login and account access. - Company administration. - Dashboard and core navigation. - Patrol, report, and incident workflows. - Dispatch and CAD workflows. - GPS-supported hosted features. - Parking enforcement hosted workflows. - Parking permit hosted workflows. - Client portal hosted access. - Support ticket hosted workflows. - Hosted billing, plan, and settings pages controlled by Patrol Forge. Only the hosted production service layer is covered. A feature being covered does not mean every device, app, browser, integration, third-party provider, or customer workflow connected to that feature is covered. 6. Services and Conditions Not Covered This SLA does not cover: - Customer internet, Wi-Fi, cellular service, local networks, VPNs, firewalls, DNS settings, routers, proxies, browsers, operating systems, device settings, or device hardware. - Apple App Store, Google Play, Microsoft Store, app review, app distribution, app store publishing timelines, app store outages, app store policy changes, or app store account issues. - Mobile apps, desktop apps, embedded webviews, WebView2 runtime issues, browser cache, session cookies, device permissions, camera access, NFC, GPS, push notifications, battery optimization, operating system restrictions, or local app installation problems. - Third-party payment processors, card networks, banks, mapping providers, analytics providers, email providers, SMS providers, hosting provider incidents outside Patrol Forge's reasonable control, identity providers, app stores, or other third-party services. - Customer-created integrations, custom code, unsupported customizations, unauthorized file changes, unsupported devices, unsupported browsers, unsupported operating systems, or customer-modified environments. - Individual user account lockouts, forgotten passwords, incorrect permissions, plan limits, billing restrictions, legal holds, customer-requested restrictions, customer configuration choices, or customer data entry errors. 7. Scheduled Maintenance Patrol Forge may perform scheduled maintenance to update, secure, repair, optimize, or improve the platform. Scheduled maintenance is excluded from availability calculations. When practical, Patrol Forge will attempt to provide advance notice for scheduled maintenance expected to materially affect the Covered Services. Patrol Forge may choose the maintenance window based on operational, security, hosting, and customer impact considerations. 8. Emergency Maintenance Patrol Forge may perform emergency maintenance without advance notice when needed to protect security, prevent data loss, address infrastructure problems, correct urgent defects, respond to abuse, comply with law, preserve platform stability, or reduce risk to customers or Patrol Forge. Emergency maintenance is excluded from availability calculations. 9. Support Response Targets Patrol Forge will use commercially reasonable efforts to provide initial support responses during Patrol Forge business hours, Monday through Friday, 9:00 AM to 5:00 PM Mountain Time, excluding U.S. federal holidays and Patrol Forge-observed closures. Severity 1 - Confirmed Critical Platform Outage Target initial response: 2 hours. Description: The Covered Services are broadly unavailable to multiple eligible paid customers due to a Patrol Forge-controlled production issue. Severity 2 - Major Hosted Feature Impact Target initial response: 1 business day. Description: A major hosted feature is materially impaired for an eligible paid Customer, but core account access or other key functions remain available. Severity 3 - Standard Support Target initial response: 1 business day. Description: Non-urgent bugs, configuration questions, user access questions, report questions, app questions, billing questions, training questions, or ordinary support requests. Severity 4 - Administrative, Legal, Enhancement, or Consultation Request Target initial response: commercially reasonable timeframe. Description: Feature requests, policy questions, legal document questions, onboarding questions, data review requests, cosmetic issues, product suggestions, or non-urgent administrative requests. Support response targets are not resolution guarantees. Resolution depends on issue complexity, reproduction details, customer cooperation, third-party dependencies, logs, data availability, security review, product design, and required engineering work. 10. Customer Responsibilities Customer must: - Keep its subscription active and paid. - Use supported browsers, devices, operating systems, and app versions. - Maintain reliable internet access and local network configuration. - Maintain accurate account, billing, and support contact information. - Configure users, roles, ranks, permissions, plan settings, company settings, payment settings, parking settings, GPS permissions, device permissions, and app permissions correctly. - Promptly submit support requests through Patrol Forge's designated support channel. - Include enough information to investigate the issue, such as affected company, user, page URL, feature, approximate time, timezone, browser, app version, device, screenshots, error messages, and reproduction steps. - Cooperate with reasonable troubleshooting and verification requests. Failure to meet these responsibilities may prevent an issue from qualifying for SLA credit. 11. Service Credits If Patrol Forge fails to meet the 99.5% monthly availability target for Covered Services, an eligible Customer may request a service credit. Service credits apply only to the base monthly subscription fee paid for the affected Covered Services during the impacted calendar month. Credits do not apply to taxes, one-time fees, setup fees, professional services, onboarding fees, payment processing fees, third-party fees, past-due amounts, add-ons not affected by the outage, usage charges not affected by the outage, hardware, app store charges, or any amount not actually paid to Patrol Forge. Monthly Availability below 99.5% but at or above 99.0%: Credit: 5% of eligible monthly subscription fee. Monthly Availability below 99.0% but at or above 98.0%: Credit: 10% of eligible monthly subscription fee. Monthly Availability below 98.0%: Credit: 20% of eligible monthly subscription fee. Service credits are capped at 20% of the eligible monthly subscription fee for the affected month, regardless of the number, duration, or severity of incidents during that month. Service credits are Customer's sole and exclusive remedy for failure to meet the availability target unless a signed written agreement states otherwise. 12. Credit Request Process Service credits are not automatic. Customer must submit a written credit request within fifteen (15) days after the end of the calendar month in which the claimed Unavailability occurred. The request must include: - Customer legal name. - Patrol Forge company account name. - Contact person's name and email. - Dates, times, and timezone for the claimed Unavailability. - Affected features. - Description of the issue. - Support ticket numbers, screenshots, error messages, logs, or other available supporting information. Patrol Forge will review the request using available monitoring, logs, hosting records, support records, and technical investigation. Patrol Forge's reasonable determination of qualifying Unavailability, exclusions, and credit eligibility will control unless a signed written agreement states otherwise. Approved credits will be applied to a future invoice or subscription charge. Credits have no cash value, may not be transferred, may not be exchanged for refunds, and expire if the Customer account is terminated before the credit can be applied. 13. SLA Exclusions The following are excluded from availability calculations and service credit eligibility: - Scheduled maintenance. - Emergency maintenance. - Customer-side internet, cellular, Wi-Fi, device, browser, operating system, app, WebView, local network, VPN, firewall, DNS, proxy, cache, cookie, or permission problems. - Third-party provider outages, delays, limits, policy changes, errors, or restrictions. - App store review, publishing, distribution, installation, update, entitlement, signing, provisioning, certification, or marketplace issues. - Payment processor issues, bank issues, card network issues, failed payments, chargebacks, billing suspension, fraud review, or account restrictions. - Email delivery delays, spam filtering, SMS delivery delays, push notification delays, mapping provider issues, geocoding provider issues, analytics issues, or external service limits. - Customer misuse, unauthorized access, shared credentials, misconfiguration, unsupported changes, deleted data, incorrect settings, inaccurate records, plan limit violations, or failure to follow documentation. - Security incidents, denial-of-service attacks, vulnerability exploitation, malware, credential compromise, abuse, or unlawful activity not caused by Patrol Forge's willful misconduct. - Legal holds, subpoenas, warrants, court orders, government restrictions, regulatory requirements, sanctions, law enforcement requests, or other legal obligations. - Beta, preview, trial, free, staging, development, test, or experimental features. - Force majeure events, including natural disasters, fires, floods, storms, earthquakes, pandemics, epidemics, war, terrorism, civil unrest, labor disputes, government actions, utility failures, major internet disruptions, hosting provider emergencies, cloud infrastructure emergencies, supply chain disruption, or events beyond Patrol Forge's reasonable control. 14. Data, Backups, and Recovery Patrol Forge maintains backup and recovery procedures for business continuity and disaster recovery. Backup scope, restoration timing, and recoverability may vary based on data type, issue type, data volume, retention settings, hosting conditions, technical feasibility, legal restrictions, and security considerations. This SLA does not guarantee recovery of every record, upload, image, report, GPS point, CAD record, dispatch message, parking notice, parking permit, vehicle record, certification record, attachment, audit log, or other data item. Customer remains responsible for exporting, preserving, printing, storing, and retaining records required for Customer's legal, business, client, employment, insurance, regulatory, tax, evidentiary, or operational needs. 15. No Life Safety or Emergency Response Guarantee Patrol Forge is not a life safety system, 911 system, alarm monitoring service, emergency dispatch service, law enforcement service, fire protection service, medical response service, or substitute for human judgment. No uptime target, response target, alert, notification, GPS feature, CAD feature, emergency feature, dispatch feature, mobile app, desktop app, report, or support response guarantees prevention of injury, death, property damage, crime, liability, loss, or other harm. Customers and users must contact appropriate emergency services directly whenever circumstances require emergency assistance. 16. No Expanded Warranty This SLA does not create any warranty beyond the express commitments stated in this SLA. All disclaimers, limitations of liability, indemnities, use restrictions, and remedies stated in the Patrol Forge Terms of Service, Master Services / SaaS Subscription Agreement, and other applicable legal documents remain in effect. 17. Changes to this SLA Patrol Forge may update this SLA from time to time. Updated versions will be made available through the Patrol Forge Legal Center or other reasonable notice method. Updates apply prospectively unless a signed written agreement states otherwise. 18. Contact Questions about this SLA may be directed to Patrol Forge through the contact methods listed on the Patrol Forge website. Website: https://www.patrolforge.com Phone: 505-219-1987 Mailing address: Patrol Forge LLC P.O. Box 20431 Albuquerque, NM 87154