Effective Date: June 1, 2026
This Service Level Agreement is subject to the terms and conditions of the Client’s Subscription Agreement with CREE8 Inc (the “Agreement”).
DEFECTS
A "Defect" is a technical defect with the CREE8 application and/or those portions of software integrations within CREE8’s control. Defects fall into two general categories: major (Severity 1 and Severity 2) and minor (Severity 3). The "Severity" of a Defect is determined by CREE8, subject to the following definitions and parameters.
Major Defects
Severity 1 (S1): A Defect that results in at least one of the following:
(i) the CREE8 URL produces no results
(ii) Client's authorized users cannot log in to CREE8's application after repeated attempts. "Severity 1" does not include downtime for maintenance.
Severity 2 (S2): A Defect that results in any of the following:
(i) an entire core platform module (e.g., Storage Management or Virtual Workstations) is inaccessible
(ii) no users are able to launch or access virtual machines
(iii) file transfers are non-functional and no uploads, downloads, or synchronization processes can be completed
(iv) project metadata and usage analytics are unavailable or have not been refreshed in the past twenty-four (24) hours
(v) no storage or compute tasks (e.g., render jobs, file indexing, backups) are executing or can be initiated
| S1 | S2 |
Initial Notification | One (1) hour via an Incident Report | One (1) hour via an Incident Report |
Status Updates | Every two (2) hours until resolution or as indicated in the Incident Report | Every two (2) hours until resolution or as indicated in the Incident Report |
Resolution | Twelve (12) hours | Twenty-four (24) hours |
Remedy | In the event that CREE8 has not complied with its "Resolution" obligations set forth above, then, for each calendar day (or portion thereof) that CREE8 has not so complied, Client shall be entitled, as its sole and exclusive remedy therefor, to a credit against Client's next invoice equal to 10/365th of the annual fees for the affected Services set forth in the Agreement. | In the event that CREE8 has not complied with its "Resolution" obligations set forth above, then, for each calendar day (or portion thereof) that CREE8 has not so complied, Client shall be entitled, as its sole and exclusive remedy therefor, to a credit against Client's next invoice equal to 10/365th of the annual fees for the affected Services set forth in the Agreement. |
Minor Defects
Severity 3 (S3): A Defect in one or more application features.
For "Severity 3" Defects, Client determines its priority in having the Defect resolved (i.e., Priority 1 (P1), Priority 2 (P2), or Priority 3 (P3)). Any issue not clearly labeled "Priority 1" or "Priority 2" by Client at the time of initial submission will be deemed a "Priority 3" issue.
As a guideline, below are some examples of the three priority levels:
Priority 1: A critical feature routinely used within the CREE8 platform that is essential to business operations, where multiple users are unable to proceed with important tasks and no workaround exists.
Example: The “Launch Workstation” button is unresponsive, preventing multiple users from accessing their virtual environments to begin or continue production work.Priority 2: A non-blocking feature malfunction that impacts usability or performance but does not halt progress for critical tasks. A temporary workaround is available.
Example: Usage reports are not updating automatically, but the CREE8 team can manually generate and share the data with the Client until automated reporting is restored.Priority 3: A low-impact issue that does not affect functionality or task progression. These typically include cosmetic or isolated issues.
Example: A project thumbnail image is missing or appears distorted in the user dashboard but does not impact access or workflow.
| S3/P1 | S3/P2 | S3/P3 |
Case Generation | Upon submission | Upon submission | Upon submission |
Status Updates | Available 24/7 via self-service portal | Available 24/7 via self-service portal | Available 24/7 via self-service portal |
Resolution | Thirty (30) calendar days | Sixty (60) calendar days | Within a reasonable time period |
Remedy | In the event that CREE8 has not complied with its "Resolution" obligations for S3/P1 and S3/P2 set forth above, then Client shall give CREE8 prompt, written notice of such non-compliance. If, after five (5) business days from receipt of such notice of non-compliance, CREE8 still has not resolved the problem, then Client shall be entitled, as its sole and exclusive remedy therefor, to a one-time credit against Client's next invoice equal to 1/365th of the annual fees for the affected Software set forth in the Agreement. | N/A | N/A |
UPGRADE/DOWNGRADE OF PRIORITY LEVEL
If, during the case submission process, CREE8 reasonably determines the issue either warrants assignment of a higher priority level than currently assigned or no longer warrants the priority level currently assigned based on its current impact on the production operation of the application, then the priority level will be upgraded or downgraded accordingly to the priority level that most appropriately reflects its current impact.
GENERAL QUERIES
CREE8 endeavors to respond to all general queries about the application within one (1) business day.
SOFTWARE AVAILABILITY
CREE8 will provide at least 99.5% availability per calendar month to Software (excluding reasonable and scheduled maintenance periods, which usually occur at or after 5:30pm US Pacific Standard Time on Fridays and completed before 8:00am US Eastern Standard Time the following Saturday). In the event that CREE8 has not complied with this Software availability obligation, then, for each 0.3% (or portion thereof) of availability below 99.5%, Client will be entitled, as its sole and exclusive remedy therefor, to a credit against Client's next invoice equal to 1/365th of the annual fees for Software set forth in the Agreement.
To claim a credit, Client must submit a credit request within thirty (30) days of the event giving rise to a credit. Upon receiving the request, CREE8 shall have five (5) business days to respond.
NO USE OF CONTENT FOR AI TRAINING
Company agrees that it will not use any of your content, including but not limited to text, images, or other data you create or upload through the Software, to train any artificial intelligence or machine learning models.