Effective Date: September 8, 2025

Provider: Trissino Inc. (“we,” “us,” or “our”)
Service: SaaS platform services provided under the brand Steve (hiresteve.ai)

1. Purpose

This Service Level Agreement (“SLA”) defines the service standards, uptime targets, and support expectations between Trissino Inc. and the customer (“Customer”).
The purpose of this SLA is to establish clear expectations regarding service performance and support so Customers can plan and confidently rely on our platform for their business operations.

This SLA forms part of our Terms of Service and applies to all paid subscription plans unless otherwise stated in a separate Master Service Agreement (MSA) or custom enterprise contract.

2. Scope

This SLA covers:

• Platform uptime and availability of the core service

• Incident response and support commitments

• Service credits for failure to meet uptime targets

This SLA does NOT apply to:

• Free or trial accounts

• Beta or experimental features

• Issues caused by third-party services or systems outside our control

• Outages caused by force majeure events (e.g., natural disasters, large-scale internet outages)

3. Definitions

• “Downtime”: Any period during which the core platform is unavailable, and all customers are unable to access the service.

• “Scheduled Maintenance”: Planned maintenance communicated in advance that may cause temporary unavailability.

• “Business Hours”: Monday through Friday, 9:00 AM – 6:00 PM Pacific Time (excluding U.S. federal holidays).

• “Critical Incident”: A severe issue causing complete unavailability or significant business disruption for multiple customers.

4. Service Availability

We will use commercially reasonable efforts to maintain a monthly uptime target of 99.9% for the core platform.

Metric Target Monthly Uptime 99.9%

4.1 Measurement

• Uptime is calculated by subtracting downtime from the total number of minutes in a given month.

• Downtime excludes:

  • Scheduled Maintenance with at least 24 hours advance notice

  • Force majeure events

  • Outages caused by third-party providers such as hosting services or APIs

Note:
99.9% uptime equals approximately 43 minutes of downtime per month.
This is an aspirational target for a startup environment and represents our commitment to reliability.

5. Scheduled Maintenance

• Scheduled maintenance will occur outside of Business Hours whenever possible to minimize impact.

• Customers will receive at least 24 hours advance notice for any maintenance expected to cause downtime.

6. Support and Incident Response

We provide technical support and incident response according to the severity of the issue:

P1 – Critical

• Description: Total service outage or core functionality down for all users

• Initial Response Time: 1 hour

• Target Resolution Time: 4 hours

P2 – High

• Description: Major feature unavailable or significantly degraded for many users

• Initial Response Time: 4 hours

• Target Resolution Time: 12 hours

P3 – Medium

• Description: Minor feature issues or intermittent problems

• Initial Response Time: 8 business hours

• Target Resolution Time: 3 business days

P4 – Low

• Description: General inquiries, minor bugs, feedback

• Initial Response Time: 1 business day

• Target Resolution Time: As agreed

Support Channels:

• Email: taka@trissinoai.com

• Slack Connect: Available for all customers as a primary support channel

7. Customer Responsibilities

The Customer agrees to:

1. Provide accurate and detailed information when reporting issues.

2. Ensure internal systems meet minimum technical requirements to access the service.

3. Assign a primary point of contact for support communications.

4. Use the service in compliance with the Terms of Service.

8. Service Credits

A Service Credit is a discount applied to the Customer’s next invoice if the uptime target is not met.
This is not a cash refund but a credit toward future service charges.

• 99.0% – 99.9%
  Credit Applied: 10% of the monthly subscription fee

• 95.0% – 99.0%
  Credit Applied: 25% of the monthly subscription fee

• Below 95.0%
  Credit Applied: 50% of the monthly subscription fee

Conditions:

• Credits must be requested in writing within 30 days of the month in which the breach occurred.

• Credits are the sole and exclusive remedy for failure to meet uptime targets.

• Credits cannot exceed the total monthly subscription fee for the affected month.

Example:
If your monthly subscription is $1,000 and uptime falls below 95%, the next invoice will be discounted by $500.

9. Limitations

This SLA does not cover failures caused by:

• Internet connectivity issues outside of our data centers

• Customer’s own hardware, software, or network problems

• Misuse or unauthorized modifications by the Customer

• Third-party services such as Slack, Gong, CRM tools, or other integrations

10. Changes to SLA

We may modify this SLA from time to time:

• Material changes will be communicated at least 30 days prior to taking effect.

• The most current version will always be available at:
  https://hiresteve.ai/legal/sla

11. Contact Information

For questions or support regarding this SLA, please contact:

Trissino Inc.
Address: 1151 Walker Rd PMB 484, Dover, DE 19904
Email: taka@trissinoai.com

12. Acceptance

By subscribing to or continuing to use the service, the Customer acknowledges that they have read, understood, and agreed to the terms of this SLA.