Texture Platform Service Level Agreement (SLA)

Effective Date: October 27, 2025

Parties

This Service Level Agreement ("SLA") is entered into by and between Texture Corp. ("Provider") and the Client organization identified in the applicable Order Form or Master Service Agreement ("Client"). This SLA is incorporated by reference into and governed by the terms of the Master Service Agreement (MSA) or equivalent contract between the parties.

1. Scope of Services

Texture provides a cloud-based data operations and workflow platform supporting distributed energy resource (DER) stakeholders, utilities, cooperatives, load-serving entities, aggregators, and enterprise clients. Core services include:

Data Integrations: Secure ingestion, normalization, and synchronization of data from third-party systems, devices, and APIs.
Data Cloud Services: Centralized, multi-tenant data storage and access controls for operational, customer, and program data.
Workflows & Agents: Automated business workflows and AI-driven agents that execute tasks such as analytics, reporting, enrollment, and orchestration across systems.
Platform APIs: Secure and documented APIs providing read/write access to platform data and services.

2. Service Availability

Uptime Commitment: 99.5% monthly availability of core platform services, excluding scheduled maintenance.
Scheduled Maintenance: At least 48-hour notice prior to planned maintenance; total downtime not to exceed 4 hours per month.
Unscheduled Maintenance: Emergency maintenance may be performed when required to preserve security or integrity, with best-effort advance notification to Client.

3. Support Services

Support Hours: Monday–Friday, 8:00 a.m.–8:00 p.m. Eastern Time, excluding U.S. federal holidays.
Channels: Support via email and ticketing portal.
Response Targets:
- Severity 1 – Critical: Response within 1 hour; continuous effort until resolution.
- Severity 2 – High: Response within 4 hours; daily updates until resolution.
- Severity 3 – Normal: Response within 1 business day.
- Severity 4 – Low: Response within 3 business days.

4. Data Security & Compliance

Texture implements industry-standard security and compliance controls, including:

Encryption of data in transit (TLS 1.2+) and at rest (AES-256 or equivalent).
Role-based access controls (RBAC) and comprehensive audit logging.
Incident response process with Client notification within 72 hours of a confirmed breach.
SOC 2 Type II controls in place, with certification in process or maintained per current compliance cycle.

5. Performance Metrics

Data Processing Latency: Standard data flows are processed and available within 15 minutes of receipt unless otherwise specified.
API Performance: 95% of API requests respond within 500 milliseconds under normal operating conditions.
Workflow Execution: Workflow results, reports, or task outputs will be available within agreed processing windows defined in applicable Statements of Work or product documentation.

6. Client Responsibilities

Provide accurate and current integration credentials, API keys, and access permissions as required.
Maintain compliance with applicable data privacy and sharing laws.
Designate authorized support and escalation contacts.

7. Service Credits

If monthly uptime falls below 99.5%, Client may request a service credit of 5% of the monthly platform fee for each 0.5% of downtime, up to a maximum of 25% of the monthly fee.

Service credits constitute Client's exclusive remedy for uptime breaches.

8. Exclusions

This SLA does not cover interruptions resulting from:

Misuse or unauthorized use of the platform by Client.
Failures of Client's systems, connectivity, or third-party dependencies.
Force majeure events outside Provider's control.
External services or data sources not operated or contracted by Provider.

9. Term & Termination

This SLA remains effective for the duration of the governing Agreement unless replaced or terminated by mutual written consent.

10. Updates

Texture may update this SLA to reflect service improvements or evolving standards. Updates will not materially reduce service levels without Client's consent.

Texture Corp. www.texturehq.com