This Service Level Agreement (“SLA”) is a part of Agreement to which it is attached and sets forth the Parties’ objectives and the performance levels INTX shall use reasonable efforts to meet for the Services. This SLA is effective on the Effective Date and will remain in effect until the termination of Agreement. Capitalized terms used but not defined in this SLA shall have the meanings set out in the Agreement.

1. Defined Terms. For purposes of this SLA, the following terms shall have the following meanings:

“Service Credit” means a percentage of Fees to be credited to Customer if INTX fails to meet a Service Level, as set forth in this SLA.

“Service Level” means a performance standard that INTX is required to meet in providing the Services, as set forth in this SLA.

2. Service Scope. This SLA covers the following Services:

• System Availability: Access to the INTX system via secure web interface and API.
• Core Functionality: Use of policy, claims and billing features
• Data Hosting & Security: Hosting of Customer data in INTX’s managed cloud infrastructure, including backup, encryption, and disaster recovery.
• Support Services: Access to INTX customer support during standard business hours (8:00 AM – 5:00 PM CT, Monday through Friday), excluding U.S. federal holidays.
• Maintenance & Updates: Provision of bug fixes, patches, and system upgrades released as part of INTX’s standard roadmap.
• Monitoring: Continuous monitoring of system health, performance, and security.

This SLA does not cover the following:

• Third-Party Integrations: Failures or delays caused by third-party systems, networks, or applications not managed by INTX.
• Customer Systems: Issues arising from Customer’s hardware, network connectivity, or non-supported browsers.
• Professional Services: Implementation, configuration, data migration, or training unless separately contracted.
• Beta/Trial Features: Any functionality designated as “beta,” “preview,” or otherwise not generally available.
• Force Majeure Events: Any unavailability or issues caused by events outside INTX’s reasonable control.

3. Customer Obligations. Customer’s responsibilities and obligations in support of this SLA include the following:

• Providing information, authorizations, and access as required by INTX for providing the Services.
• Adhering to policies and processes established by INTX for reporting service failures and incidents and prioritizing service requests.
• Making a representative available (i) for regular meetings to review the SLA and (ii) to consult with the INTX for resolving Service-related incidents or requests.
• Strictly complying with the Agreement including timely paying all Fees and costs as required by the Agreement and any SOW.

4. INTX Obligations. INTX’s responsibilities and obligations in support of this SLA include:

• Using reasonable efforts to meet applicable incident response times.
• Making a representative available (i) for regular meetings to review the SLA and (ii) to resolve service-related incidents or requests.

5. Assumptions. INTX’s performance of the Services under this SLA is subject to the following assumptions, constraint, and dependencies:

• Information provided by Customer to INTX as required for the Services will be accurate and timely.
• INTX’s procedures and delivery of Services may be affected by changes in relevant Customer internal policies or in applicable laws or regulations.

6. Service Levels and Service Credits.

• The following table sets forth the Services measured under this SLA, the applicable Service Levels, and the Service Credits to which Customer will be entitled if INTX fails to meet the Service Levels during any measurement period. The total amount of Service Credits shall not exceed 10% of INTX’s Fees in any measurement period.