Service Level Agreement (SLA)

Last updated: March 2026

1. Purpose & Applicability

This Service Level Agreement (“SLA”) describes the service availability and support commitments applicable to Charg Cloud services (“Services”).

This SLA applies only to Customers who have entered into a Master Services Agreement (“MSA”) with Charg Cloud, Inc. (“Charg”) and whose applicable Order expressly incorporates this SLA.

In the event of a conflict, the Order and MSA shall govern.

2. Service Availability Commitment

Charg will use commercially reasonable efforts to make the Services available in a reliable and secure manner consistent with industry standards for similar cloud infrastructure services.

This SLA does not guarantee uninterrupted or error-free operation, nor does it guarantee specific throughput, latency, or performance metrics unless expressly stated in an Order.

3. Scheduled Maintenance

Charg may perform scheduled maintenance from time to time to maintain, upgrade, or optimize the Services.

Scheduled maintenance will, where practicable, be performed during low-usage periods.

Charg will use commercially reasonable efforts to provide advance notice of scheduled maintenance that may materially impact availability.

4. Exclusions from Availability Calculations

Any unavailability, suspension, or degradation of the Services caused by the following is excluded from this SLA:

• Scheduled maintenance
• Emergency maintenance
• Customer actions or omissions
• Customer software, configurations, or workloads
• Violations of the Acceptable Use Policy
• Force majeure events
• Internet or upstream provider failures
• Security incidents not caused by Charg’s gross negligence or willful misconduct

5. Support Response

Charg will use commercially reasonable efforts to respond to support requests submitted through designated support channels.

Response times may vary based on severity, resource availability, and the nature of the issue.

6. Service Credits (Exclusive Remedy)

If Charg fails to meet the service commitments described in this SLA, Customer’s sole and exclusive remedy is a service credit, subject to the terms below:

• Credits are applied to future invoices only
• Credits have no cash value
• Credits must be requested in writing within 30 days
• Total credits in any billing period shall not exceed 10–25% of the fees paid for the affected Services

7. Credit Ineligibility

Service credits are not available for:

• Free or trial services
• Beta or evaluation services
• Services resold or white-labeled unless expressly stated
• Incidents excluded under Section 4

8. Resellers and White-Label Services

Where Services are provided through a reseller or white-label arrangement, service credits (if any) will be issued solely to the contracting reseller unless otherwise agreed in writing.

9. Changes to SLA

Charg may update this SLA from time to time. Material changes will apply prospectively and will not materially reduce service commitments for active Orders without Customer consent.

10. Relationship to Other Agreements

This SLA is incorporated by reference into the MSA. Except as expressly stated herein, the MSA governs all aspects of the Services.