Service Level Agreement (SLA)

Summon Inc. d/b/a Fleet Monster

Effective Date: January 8, 2026

Last Updated: January 8, 2026

This Service Level Agreement ("SLA") describes the service availability commitments, support response targets, maintenance practices, and limitations applicable to the Fleet Monster platform and related services (the "Services") provided by Summon Inc., doing business as Fleet Monster ("Fleet Monster," "Company," "we," "us," or "our").

This SLA forms part of, and is incorporated by reference into, the Fleet Monster Terms and Conditions. Capitalized terms not defined in this SLA have the meanings given in the Terms and Conditions.

1. Scope of This SLA

This SLA applies solely to the availability and support of the Fleet Monster software platform. It does not apply to third-party services, integrations, internet connectivity, hardware, or services provided by Operators to their customers.

Fleet Monster provides the Services to business customers ("Operators"). This SLA does not create any rights for end customers of Operators.

2. Service Availability Commitment

Fleet Monster will use commercially reasonable efforts to make the Services available 99.5% of the time during each calendar month ("Monthly Uptime Percentage"), excluding Permitted Downtime.

Monthly Uptime Percentage is calculated as the total minutes in a calendar month minus the total minutes of Unscheduled Downtime, divided by the total minutes in the calendar month.

3. Definitions

3.1 Unscheduled Downtime

"Unscheduled Downtime" means the Services are unavailable to all users due to a failure within Fleet Monster's control, excluding Permitted Downtime.

3.2 Permitted Downtime

Permitted Downtime includes:

• Scheduled maintenance windows
• Emergency maintenance
• Force majeure events
• Internet or network failures outside Fleet Monster's control
• Failures of third-party services or integrations, including messaging providers and payment processors
• Suspension of services due to Operator misuse, non-payment, or legal compliance requirements

4. Scheduled Maintenance

Fleet Monster may perform scheduled maintenance to maintain or improve the Services. When reasonably practicable, Fleet Monster will provide advance notice of scheduled maintenance that may affect availability.

Scheduled maintenance does not count toward Unscheduled Downtime.

5. Support Services

Fleet Monster provides technical support to Operators via email at contact@fleet.monster. Support is provided during normal business hours, excluding U.S. federal holidays, unless otherwise agreed in writing.

6. Incident Severity Levels

6.1 Severity 1 – Critical

A complete outage of the Services or a critical functionality failure affecting the majority of users, with no reasonable workaround.

6.2 Severity 2 – High

A significant degradation of the Services or functionality affecting multiple users, with a partial workaround available.

6.3 Severity 3 – Medium

A limited issue affecting a subset of users or non-critical functionality.

6.4 Severity 4 – Low

General questions, minor issues, feature requests, or cosmetic defects.

7. Target Response Times

Fleet Monster will use commercially reasonable efforts to respond to support requests within the following timeframes:

• Severity 1: Initial response within 4 business hours
• Severity 2: Initial response within 1 business day
• Severity 3: Initial response within 2 business days
• Severity 4: Initial response within 3 business days

Response times reflect acknowledgment and investigation, not resolution.

8. Resolution Efforts

Fleet Monster will use commercially reasonable efforts to resolve incidents based on severity, complexity, and operational impact. Fleet Monster does not guarantee specific resolution times.

9. Service Credits

Unless otherwise expressly agreed in writing, this SLA does not provide for service credits, refunds, or financial penalties for failure to meet availability targets.

Any service credits, if offered, must be requested in writing within thirty (30) days of the end of the affected month and will be Fleet Monster's sole and exclusive remedy.

10. Operator Responsibilities

Operators are responsible for:

• Maintaining their own internet connectivity and devices
• Properly configuring the Services
• Ensuring lawful use of messaging and communications features
• Promptly reporting issues with sufficient detail to allow investigation

11. Exclusions

This SLA does not apply to issues caused by:

• Operator error or misuse
• Third-party integrations or services
• Beta, trial, or experimental features
• Custom development or non-standard configurations

12. Data and Messaging Disclaimer

Fleet Monster does not guarantee delivery of SMS, email, or other messages, as delivery is dependent on third-party providers, carrier networks, and recipient devices.

Message delivery failures do not constitute Service unavailability.

13. Changes to This SLA

Fleet Monster may modify this SLA from time to time. Any changes will be posted on the Fleet Monster website and will become effective as of the stated effective date.

14. Limitation

This SLA states Fleet Monster's entire obligation and Operator's exclusive remedy with respect to service availability and support.

15. Contact Information