Guardare Inc. Service Level Agreement

Version: 1.04

Effective Date: 5/15/2026

Phone: 727-722-7756

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1. Purpose and Scope

This Service Level Agreement (“SLA”) governs the provisioning of Support Services and defines the availability commitments applicable to Guardare, Inc. (“Guardare”), including GuardScan and any other components of Guardare’s unified cybersecurity platform (“Subscription Services”). This SLA supplements the Guardare Terms of Service or any separately negotiated agreement in place between the Customer and Guardare covering the Customer’s use of the Subscription Services (collectively, the “Agreement”).

Any capitalized but undefined terms herein shall have the meanings ascribed to them in the Agreement. Termination or expiration of the Agreement and/or an applicable Order Form will result in automatic termination of this SLA.

2. Definitions

Business Hours: 08:00–18:00 Eastern Time, Monday through Friday, excluding US public holidays.‍
Business Day: Any day that is not a Saturday, Sunday, or US public holiday.‍
Downtime: Any period during which the Subscription Services are completely unavailable and inactive, excluding Excluded Events.‍
Excluded Events: /Events described in Section 7 of this SLA that are excluded from Downtime calculations.‍
Incident: An unplanned interruption to, or reduction in the quality of, the Subscription Services.‍
Maintenance Window: Scheduled or emergency maintenance periods as published on the Status Page.Target Availability
Target Availability: The monthly uptime commitment of 99.9% as further defined in Section 6.

3. Contacting Support

To submit a request for Support Services, Customer may use any of the following channels:

Online ticket via portal
Email: support@guardare.com
Telephone: 727-722-7756

Support Services are available 24 hours per day, 7 days per week for Severity Level 1 incidents, as defined in Section 5, via phone and online ticket submission. For all other severity levels, support is available during Business Hours unless otherwise specified in an applicable Order Form.

4. Support Structure

Guardare’s support model provides two tiers of assistance:

Core Support: Covers essential platform needs including account access, user provisioning, basic configuration guidance, best-practice recommendations, onboarding, integration setup, and standard troubleshooting for GuardScan and related platform components.

Advanced Support: Available through Guardare’s internal escalation process for complex technical challenges, custom environment diagnostics, network topology issues, or specialized cybersecurity requirements that exceed Core Support parameters.

In addition to the above, Guardare offers dedicated Customer Success Engineers (“CSEs”) to assist with onboarding, configuration reviews, and ongoing training on how to maximize the Subscription Services.

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5. Incident Severity & Response Times

Guardare will use commercially reasonable efforts to respond to service-related Incidents and support requests submitted via support ticket within the following target timeframes. Response times apply to initial acknowledgement of a submitted ticket and do not represent resolution times.

Severity Level 1 incidents may be reported by telephone at 727-722-7756 for the fastest initial response. All other severity levels should be reported via the online ticket portal or email.

6. Availability & Uptime Commitment

Guardare agrees to: (a) make the Subscription Services available to Customer pursuant to the Agreement and the applicable Order Form; and (b) use commercially reasonable efforts to meet a monthly Target Availability of 99.9% for the Subscription Services

Downtime is calculated as the total number of minutes in a calendar month during which the Subscription Services are completely unavailable, excluding any Excluded Events listed in Section 7 below. Uptime percentage is calculated as follows:

Uptime % = ((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100

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7. SLA Exclusions

Target Availability and Downtime calculations do not include unavailability or degraded performance resulting from any of the following Excluded Events:

Scheduled or emergency Maintenance Windows as communicated with reasonable advance notice, or without notice in the case of critical security patches or zero-day vulnerability responses.
Force majeure events, including but not limited to natural disasters, government actions, civil unrest, pandemics, or other events beyond Guardare’s reasonable control.
Failures, outages, or latency caused by software, hardware, infrastructure, connectivity, networks, or telecommunications systems not operated or controlled by Guardare (including third-party cloud providers, internet service providers, or Customer’s own network environment).
Degraded performance or unavailability caused by Customer’s negligence, misconfiguration, unauthorized modifications, or acts or omissions of Customer or any third party acting on Customer’s behalf.
Customer’s non-performance of, or delay in performing, obligations under the Agreement or this SLA, including failure to maintain compatible technology environments as documented in Guardare’s technical requirements.
Cyberattacks, distributed denial-of-service (“DDoS”) attacks, or other malicious activities targeting Customer’s infrastructure or originating from Customer’s environment.
Access to the Subscription Services on a free, trial, beta, or early-access basis.
Suspension of Customer’s access to the Subscription Services in accordance with the Agreement (e.g., non-payment, violation of acceptable use policies).
Customer’s use of the Subscription Services in a manner inconsistent with Guardare’s Documentation or the Agreement.
Any request by Customer for Guardare to perform testing, modifications, or configuration changes, even where no degraded performance has been reported or detected.

8. Security & Compliance Obligations

Given the cybersecurity nature of the Subscription Services, both parties agree to the following additional obligations:

8.1 Guardare Obligations

Guardare will maintain industry-standard security controls for the Subscription Services, including but not limited to encryption of data in transit (TLS 1.2 or higher) and at rest.
Guardare will provide prompt notification to Customer of any confirmed security breach affecting Customer’s data within 72 hours of Guardare becoming aware of such a breach, consistent with applicable law.
Guardare will apply critical security patches and updates to the Subscription Services on a risk-prioritized basis. Emergency security patches may be applied outside of scheduled Maintenance Windows without advance notice.
Guardare will maintain a formal vulnerability management program and conduct periodic security assessments of the Subscription Services.

8.2 Customer Obligations

Customer obligations in support of this SLA include:

Compliance with the Agreement, the applicable Order Form, and Guardare’s Information Security Policy.
Maintaining reasonable availability of Customer’s designated administrator(s) or technical representative(s) when Guardare is actively working to resolve a service-related Incident or request.
Providing timely, accurate, and sufficiently detailed information regarding any reported degradation or Incident to enable Guardare to investigate and respond effectively.
Ensuring that GuardScan agents, network sensors, and any integration components are kept current with Guardare-recommended versions and configurations.
Promptly reporting any suspected security Incidents, unauthorized access, or anomalous activity observed within the Subscription Services.
Not sharing credentials, API keys, or access tokens associated with the Subscription Services with unauthorized parties, and rotating credentials promptly if compromise is suspected.
Ensuring that Customer’s use of the Subscription Services is consistent with Guardare’s Documentation and the Agreement.

Guardare will not be responsible for delays caused by Customer’s failure to act on or respond to requests by Guardare. In the event Customer obligations are not met, Response Times shall not apply.

9. Channel Partners

In the event Customer purchases the Subscription Services through a Guardare-authorized Channel Partner or Managed Service Provider (“MSP”), such Channel Partner or MSP may have its own service level agreement associated with the purchase. Customer acknowledges that Guardare is not responsible for, nor liable for ensuring compliance with, any Channel Partner or MSP service level agreement.

Where a Customer has purchased through a Channel Partner or MSP, such partner is responsible for acting as the first point of contact for support escalation unless otherwise agreed in writing with Guardare. Guardare’s obligations under this SLA are owed solely to Channel Partners and MSPs who hold a direct agreement with Guardare, and not to end customers of such partners, unless a direct agreement between Guardare and the end customer is in place.

10. General Provisions

Amendments: Guardare reserves the right to modify this SLA at any time. Guardare will provide Customers at least thirty (30) days’ prior written notice of any material changes. Customer’s continued use of the Subscription Services following such notice constitutes acceptance of the updated SLA.

Entire Agreement: This SLA, together with the Agreement and applicable Order Form(s), constitutes the entire agreement between the parties with respect to support and availability of the Subscription Services and supersedes all prior representations or understandings.

‍Governing Law: This SLA shall be governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict of law provisions.