Transmit Security Support and Service Level Agreement for Cloud Services

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October, 2025

Transmit Security will use commercially reasonable efforts to make the Cloud Services available. As Transmit Security Cloud Services are offered uniformly across all customers, this Support and Service Level Agreement (the “SLA”) cannot be modified on a customer-by-customer basis. The SLA is only applicable for enterprise subscriptions to the core Cloud Services in production environments, and it specifically excludes third-party services, Customer systems, customizations, beta versions, POCs, free and/or trial services. Capitalized terms used but not defined herein shall have the meaning set forth in the governing master agreement and/or any applicable Order Form executed by and between Transmit Security and the Customer (the “Agreement”).

• Hours of Operation. Transmit Security Cloud Services are designed to be available 24 hours a day, 7 days a week, 365 days a year, except during maintenance periods, technology upgrades, and as otherwise set forth in this SLA.
• Availability. Commencing on Transmit Security’s activation of the Cloud Service to Customer, Transmit Security strives to meet the target service availability of 99.99% for the production tenant (the “Availability Target”). The foregoing is contingent on the Customer’s adherence to Transmit Security’s recommended minimum technical configuration requirements for accessing and using the Cloud Service from Customer’s network infrastructure.
• Unplanned Downtime. The Cloud Service is deployed in resilient computing facilities with resilient infrastructure, redundant network connections, and power at each hosting facility. “Unplanned Downtime” means any time during which an issue with the Cloud Service prevents the Customer’s connectivity. Unplanned Downtime does not include any time during which the Cloud Service, or any component thereof, are not available due to the following: (i) maintenance periods (as further discussed below); (ii) force majeure events; (iii) any actions or inactions by the Customer or its End Users (e.g., restarting, stopping, filling up storage, misconfiguring database parameters, installation of third-party agents/software, misconfiguration of security groups, VCN configurations or credential settings, disabling encryption keys or making the encryption keys inaccessible, not allocating adequate resources for Customer’s workload or exceeding limits specified for the Cloud Service, third party malicious acts against Customer or its users, etc.); or (iv) any suspension of the Cloud Service by Transmit Security permitted under the Agreement.
• Change Management Policy. Transmit Security performs changes to cloud hardware infrastructure, operating software, product software, and supporting application software that is provided by Transmit Security as part of the Cloud Services to maintain operational stability, availability, security, and performance of the Cloud Services. Transmit Security follows formal change management procedures to review, test, and approve changes prior to application in the production service. Changes made through change management procedures include system and service maintenance activities, upgrades and updates, and customer-specific changes. Transmit Security’s change management procedures are designed to minimize service interruptions during the implementation of changes.
• Emergency Maintenance. Transmit Security may be required to execute emergency maintenance to protect the security, performance, availability, or stability of the Cloud Service. Emergency maintenance is required to address an exigent situation that cannot be addressed except on an emergency basis.
• Cloud Service Support Policy. The following table outlines severity levels and the response time objectives that Transmit Security strives to achieve, measured from the time Transmit Security receives the Customer’s initial request for support to the time Transmit Security provides an initial communication back to the Customer regarding its request. Response Time Objectives describe Transmit Security’s goals and do not represent a guarantee of performance.
  

  Severity Level	Description	Response Time Objectives	Response Time Coverage
  Level 1: Critical Business Impact/Service Down	Business critical functionality is inoperable or critical interface has failed. This usually applies to a production environment and indicates an inability to access the Cloud Service resulting in a critical impact on operations. This condition requires an immediate solution. The Customer must log a Service Down within 24 hours of first becoming aware that there is a critical business impact and the Cloud Service is not available. Please Note: Telephone call must follow the opening of a ticket. Transmit Security will work with the Customer 24 hours a day, seven days a week to resolve critical problems provided the Customer has a technical resource available to work during those hours and the Customer must reasonably assist Transmit Security with any problem diagnosis and resolution.	Within 1 hour	24×7
  Level 2: Significant Business Impact	A service, business feature, or function of the Cloud Service is severely restricted in its use.	Within 2 hours	Monday through Friday 9:00 AM – 6:00 PM (local time)
  Level 3: Minor Business Impact	The Cloud Service or functionality of the Cloud Service is usable and the issue can be worked around without significant inconvenience.	Within 12 hours	Monday through Friday 9:00 AM – 6:00 PM (local time)
  Level 4: Minimal Business Impact	An inquiry, non-technical request, or general questions.	Within 1 business day	Monday through Friday 9:00 AM – 6:00 PM (local time)

• Contact Information and Escalation Process. The following table outlines the Transmit Security support contact information and escalation process.
  

  Contact Information and Escalation Process
  Support System	All support tickets must be entered into the following Support System: https://transmitsecurity.com/support Make sure your support personnel have a username and password to the above system.
  Support Contact	Technical (EMERGENCIES & DOWNTIME ONLY): North America +1 (631) 601-0389 UK +442030516665 Australia +61290378403 Switzerland +41225017390 Mexico +525546244842 Colombia +576015087099 Chile +56553280462 Spain +34931845748 France +33187651784 Belgium +3238080113 Israel: +972 3617 3688 Please submit all cases via Support System. Avoid calling these numbers unless you are experiencing a production down-time.

• Additional Terms.
  
  • Transmit Security will be solely responsible for categorizing incidents; however, the Customer may request to re-categorize the incident.
  • Customer must contact the Transmit Security Technical Support number immediately after opening a Severity Level 1 online ticket to facilitate an emergency response.
  • In a timely and expedient manner, Customer agrees to: (i) provide Transmit Security with reasonable detail of the nature of and circumstances surrounding an error, (ii) confirm that Transmit Security has received complete requested logs of products, and (iii) provide Transmit Security with reasonable access to Customer’s environment, as necessary, to enable Transmit Security to provide support.
  • Customer acknowledges and agrees that Transmit Security may not have a satisfactory response, or that response timelines may be significantly delayed due to Customer’s inability to produce relevant requested information about error, or Customer’s inability to respond to Transmit Security’s requests in general.
  • Transmit Security must be able to reproduce the reported error with given information, and that error must be determinable and reproducible to resolve the issue with either a work-around or a fix.
  • If the problem is diagnosed to be something other than the Transmit Security platform, then the reported issue will exit the Transmit Security escalation process and will be considered resolved.
  • Transmit Security has no obligation to provide support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by Transmit Security, (ii) if Customer or a third party has altered or modified any portion of the Cloud Service, or (iii) if Customer has not used the Cloud Service in accordance with Documentation or instructions provided by Transmit Security, including failure to follow implementation procedures.
  • Customer agrees that Transmit Security is not responsible for the support of (i) the externally connected databases except for Transmit Security policies and configurations, (ii) any third-party system or API connected to the Transmit Security platform provided by another vendor, (iii) the underlying operating system unless there are conflicts with the Transmit Security platform, (iv) any network connectivity on the Customer’s premises, involving mobile device communication over a mobile network, or the internet, (v) any firewall or networking devices that may be blocking communication between platform components due to no fault of Transmit Security.
  • Support is only available in the English language.
  • Customer is not permitted to conduct penetration, intrusion, or stress testing of the Cloud Service.