Service Level Agreement

1. Introduction

This Service Level Agreement (“SLA”) forms part of the applicable Customer Agreement between Port IO Ltd. and/or its affiliates (“Port”) and the respective customer (the “Customer”) and describes the levels of support and uptime applicable to the Services. Capitalized terms not explicitly defined hereunder shall have the meaning ascribed to them in the applicable Customer Agreement.

Port offers its Services under three subscription tiers - Free, Basic, Standard, and Enterprise (each, a “Product Tier”). Each Customer shall be entitled to the support services, response times, and communication channels specified for the applicable Product Tier, as set forth in this SLA.

Customers are also offered to purchase one of Port’s enhanced service packages - Silver, Gold, or Diamond (each, a “Success Plan”). Where a Customer has purchased an enhanced service package, that Customer will receive the service entitlements included in the applicable Success Plan, as set forth in this SLA. These priority service entitlements supersede and replace any service provisions otherwise included in the Customer’s underlying Product Tier.

2. Definitions

The following terms shall have the following definitions:

• “Customer Agreement” means the agreement between Port and the Customer governing the provision of Services, including any executed Order between Port and the Customer or, if the Services are purchased through a third party authorized by Port to offer or resell the Services (a “Reseller”), any executed order between Port and such Reseller relating to the Customer’s purchase.
• “Core Services” means the core functionality of Port’s platform, specifically including the ability for authorized users to (i) log in to the web-based interface of the Service; and (ii) access and view catalog data through the user interface.
• “Error” means a failure of the Service to function substantially in accordance with its then-current documentation or specifications, which is reproducible by Port using the information provided by Customer, unless the Error falls within the SLA Exclusions.
• “Critical Priority Error” means a reproducible Error that results in the complete unavailability of the Core Service to all or a majority of Customers, and for which no temporary workaround exists.
• “High Priority Error” means a reproducible Error that materially degrades the performance or functionality of the Service for the Customer, including (i) partial outages affecting a major feature or module, (ii) Errors affecting a majority of the Customer’s users, and (iii) Errors with no reasonable workaround. The Core Service remains operational, but business-critical use cases are blocked.
• “Medium Priority Error” means a reproducible Error that causes limited or intermittent degradation of the Service, typically affecting a subset of users or non-core functionality, but (i) does not block critical workflows; (ii) a reasonable workaround is available; (iii) the impact is moderate, the Core Service remains operational, and does not prevent continued use of the Service.
• “Low Priority Error” means an Error that (i) has minimal impact on the Customer’s operations; (ii) affects only cosmetic or non-essential functions; (iii) involves general questions, documentation issues, enhancement requests, or usability concerns.
• “Response Time” means the period beginning when a support ticket is created by the Customer through either of the Port’s Ticket Channels, and ends when Port provides the initial acknowledgement of the issue.
• “Ticket Channel” refers to either one of the following methods: (i) Port's Support Platform system, available at https://support.port.io; (ii) support email: support@port.io; or (iii) support chat.
• “Downtime” means the total number of minutes the Core Service is not available for access and use during a measured period, excluding any periods expressly excluded under this SLA. Downtime is measured from the time Port confirms service unavailability until the time access to the Core Service is restored.
• “Uptime” means the total number of minutes the Core Services are available for access and use during a calendar month. The Uptime percentage may be calculated as follows: (the total number of minutes in a calendar month minus Downtime) divided by the total number of minutes in that month multiplied by 100.

3. Uptime Commitment

Port shall use commercially reasonable efforts to ensure that the Core Services will achieve the following Uptime levels per subscription tier:

Port provides no Uptime commitment for Customers on the Free Product Tier.

Downtime Exclusions

Downtime of the Core Services due to, or in the following circumstances, shall not be deemed “Downtime” for the purpose of calculating Uptime:

• Scheduled Maintenance - Scheduled maintenance periods during which the Core Services may be made temporarily unavailable for upgrades, security patches, or system improvements. Scheduled Maintenance may occur during standard maintenance windows of up to five (5) hours between Saturday 00:01 AM and Sunday 10:59 PM (UTC), or during such other maintenance windows as Port may publish from time to time on the Port’s status page located at https://status.port.io/. Port will use commercially reasonable efforts not to modify the standard maintenance window more than twice per six-month period, unless at least two weeks' advance notice is provided to the Customer through Port’s status page.
• Emergency Maintenance - Unplanned maintenance required to address critical vulnerabilities, security threats, performance degradation, or system instability that, in Port’s reasonable judgment, requires immediate action. Port will make commercially reasonable efforts to notify the Customer at least one (1) hour in advance of any Emergency Maintenance, where practicable, and will use reasonable efforts to minimize disruption to the Core Services during such maintenance.
• Negligible Downtime - Downtime lasting less than five (5) minutes at a time, unless such interruptions, in the aggregate, amount to more than thirty (30) minutes within any twelve (12) hour period.
• Partial Unavailability - A condition in which the Core Services remain operational, but only certain users are unable to access or use specific features, or the Service experiences performance degradation that does not constitute full service unavailability. Port will respond to and address such issues in accordance with the applicable Response Time by Priority commitments set forth in Section 4 (Response Times) of this SLA.
• SLA Exclusions - Downtime resulting from one or more of the causes set forth in Section 7 (SLA Exclusions) of this SLA, including but not limited to, customer-side failures or misconfigurations; failures or unavailability of third-party systems, services, or integrations not controlled by Port; force majeure events as defined in this SLA; etc.

4. Error Reporting Process & Response Times

Customers may report and request the resolution of Errors by opening a ticket through the Ticket Channel. Port shall define the severity classification of the reported Error and will make commercially reasonable efforts to respond to Support tickets for the applicable Error within the following Response Times:

Port provides no Response Time commitment for Customers on the Free Product Tier.

(*) “Business Hours” means the timeframe beginning Sunday at 11:00 PM UTC and ending Friday at 11:59 PM UTC (Sunday 6:00 PM Eastern Time through Friday 6:59 PM Eastern Time), excluding weekends and any public holidays officially observed by Port.

Urgency of Critical Errors

For Customers entitled to 24/7 support under their applicable Success Plan, Port will promptly engage and work with sustained urgency to address all issues within the scope of such 24/7 support, in accordance with the severity levels and response obligations.

Port will apply commercially reasonable efforts to investigate, mitigate, and resolve such issues, taking into account the severity and the practical constraints of the situation. While active resolution may involve intermittent phases of analysis, monitoring, or dependency management, Port will prioritize and remain engaged until the issue is resolved or an effective workaround is in place.

5. Customer Cooperation

In order to enable Port to diagnose, reproduce, and resolve Errors, the Customer agrees to provide reasonable cooperation and assistance. This may include, but is not limited to:

• Providing detailed information such as logs, reproduction steps, screenshots, environment details, and any relevant identifiers (e.g., API calls, organization ID);
• Following diagnostic or troubleshooting instructions reasonably provided by Port; and
• Participating in joint debugging and testing sessions, where applicable.

In certain cases, Port personnel may access specific users’ account environments within the Port Platform for the purpose of troubleshooting, diagnosing, and resolving a reported Error. Such access shall be exercised in accordance with Port’s security and confidentiality obligations, and will be limited to what is necessary to address the reported issue.

Port’s obligations under this SLA, including any applicable Response Times, and the resolution possibilities, are conditioned on the Customer providing the information and access reasonably required to investigate the reported Error.

6. SLA Exclusions

Port will make commercially reasonable efforts to meet the Response Times defined in this SLA. However, the Response Time commitments shall not apply in the following circumstances:

6.1. Incomplete or Inaccurate Error Reports

The Customer does not provide sufficient information for Port to begin triage, including but not limited to, clear reproduction steps, environment details, logs, screenshots, affected identifiers (e.g., organization ID or API call), or any other necessary diagnostic data.

6.2. Unsupported Support Channels

The Error is reported through another channel not authorized as Port’s Ticket Channel (e.g., phone, Slack, or Teams), and no corresponding support ticket has been created through an authorized channel. The Response Time will not commence until a corresponding support ticket is created by the Customer, or by Port upon Customer’s request and Port’s availability, through a Ticket Channel.

6.3. Third-Party or Customer-Controlled Factors

The Error originates from systems or environments not under Port’s control, including:

• Customer infrastructure, configurations, firewalls, or networks;
• Third-party products or services integrated with the Core Services;
• Failures of internet service providers or cloud hosting providers.

6.4. Reproduction Failure

The Error cannot be reproduced by Port despite the Customer providing reasonable information and cooperation, including joint debugging or testing sessions where applicable.

6.5. Beta Features

The Error affects a feature, product, or functionality identified by Port as “alpha”, “beta”, “preview”, “experimental”, or otherwise not generally available.

6.6. Force Majeure

Port is unable to meet its Response Time obligations due to events beyond its reasonable control, including but not limited to acts of God, fire, flood, earthquake, war, cyberattacks, governmental restrictions, strikes, pandemics, or widespread outages of third-party cloud or telecom providers.

7. Success Services Offered

Port provides general service resources available to all Customers, such as training materials and a self-service knowledge base, accessible through Port’s online documentation at https://docs.port.io/.

In addition, Port offers a range of onboarding and ongoing services resources. These services vary based on the Customer’s Product Tier and any applicable Success Plan, and shall be provided to Customer at such times as agreed with Port.

The table below outlines the specific support services and entitlements available under each Product Tier and Success Plan:

Port provides no Success Services commitment for Customers on the Free Product Tiers.

8. Service Credit  

8.1. Credit Eligibility

If Port fails to meet the applicable Uptime commitment set forth in Section 3 (Uptime Commitment) for any given calendar month (an “Uptime Period”), the Customer may be eligible to receive a service level credit (“Service Credit”) as specified in the table below for the month in which in which the failure to meet the Uptime standard occurred. Service Credits are available only to Customers on an Enterprise Product Tier.

For purposes of this Section 8, “Monthly Fees” means the total subscription fees payable for the applicable annual subscription term under the applicable Order, divided by the number of months in the applicable annual subscription term.

8.2. Credit Claims

To receive a Service Credit, the Customer must submit a written request to support@port.io within thirty (30) days following the end of the Uptime Period during which the Uptime commitment was not met (the “Claim Window”). The request must include:

• A brief, good-faith description of the incident(s);
• The estimated duration of the Downtime;
• Supporting evidence, if available (e.g., screenshots, logs, timestamps).

Failure to submit a valid claim within the Claim Window will forfeit the Customer’s right to receive a Service Credit for that Uptime Period.

Port will evaluate each claim based on all reasonably available information and will determine, in good faith, whether a Service Credit is owed. Port will use commercially reasonable efforts to process claims within forty-five (45) days of receipt.

8.3. Application of Credits

Service Credits are Port’s sole obligation and liability and the sole and exclusive remedy of Customer for any failure of Port to meet the Uptime standard. Service Credits may only be applied to the Customer’s next billing cycle or subscription renewal. Credits have no cash value, are non-transferable, and may only be used against future payment obligations for the same Customer account.

The maximum Service Credit issued for any Uptime Period shall not exceed 100% of the Monthly Fees for that Uptime Period.

8.4. Conditions of Eligibility

To be eligible for a Service Credit, the Customer must be in full compliance with the terms of the applicable Customer Agreement and this SLA at the time of claim and credit issuance.

9. Modifications and Change Control

Port may amend this SLA at any time by providing at least 30 days’ advance notice, provided no material degradation of support or availability commitments without mutual agreement. Updates will be posted via the Port Platform or shared via email.