Beacn Service Level Agreement

Version 1.0 · Effective October 16, 2026

This Service Level Agreement is part of the Beacn Online Subscription Agreement. We commit to 99.0% Monthly Uptime for the Operator and Enterprise plans. Growth plans receive the same operational effort without service credits.

1. Definitions

• Downtime means a period of at least 5 consecutive minutes during which none of your users can sign in to the Service or run any play. Slower performance, or an error in a single play, is not Downtime.
• Monthly Uptime equals the total minutes in a calendar month minus Downtime minutes, divided by the total minutes in that month, expressed as a percentage.

2. Service credits

1. Credits apply to the subscription or baseline fee only, not to outcome fees.
2. Total credits for any month will not exceed 25% of that month's subscription or baseline fee.
3. Credits are applied against future invoices. They have no cash value and lapse when the Agreement ends, except that unused credits are applied against any refund owed to you.

3. Exclusions

Downtime does not include unavailability caused by:

1. scheduled maintenance announced at least 24 hours in advance, or emergency maintenance needed to address a security risk;
2. outages of third-party providers outside our reasonable control, including hosting, database, AI-model and network providers;
3. your systems, connected applications, CRM, network or internet access;
4. use of the Service in breach of the Agreement, or a suspension under Section 10 of the Agreement;
5. preview, beta or free features; or
6. force majeure events.

4. Claims

1. To claim a credit, email hello@beacn.net within 30 days after the end of the affected month, with the dates, times and a description of the Downtime.
2. We will review the claim within 30 days and confirm the credit, or explain why it does not apply, based on our monitoring records.
3. Sole remedy. Service credits are your sole and exclusive remedy for any failure to meet this Service Level Agreement.