Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is incorporated into and forms part of the Fortris™ AI Terms of Service ("Agreement") between Battle Motors LLC, doing business as Fortris ("Fortris," "we," "us"), and the entity or individual agreeing to these terms ("Customer," "you"). Capitalized terms not defined herein have the meanings given in the Agreement.

1. Scope

This SLA applies to the production Fortris™ AI platform accessible at app.fortris.ai and its published API endpoints. It covers availability of the web dashboard, mobile companion, API gateway, and real-time telemetry pipeline. The following are excluded from all uptime and response-time calculations:

1. Planned Maintenance windows as defined in Section 5;
2. Features explicitly labeled "Beta" or "Preview";
3. Outages caused by factors outside Fortris's reasonable control, including force majeure events, internet backbone failures, or DNS issues beyond our managed infrastructure;
4. Customer-side issues such as unsupported browsers, local network failures, or misconfigured API integrations; and
5. Actions or inactions by Customer that violate the Agreement or applicable Acceptable Use Policy.

2. Monthly Uptime Commitment

Fortris targets a 99.5 % Monthly Uptime Percentage for all subscription tiers (Core, Pro, and Vision). This corresponds to approximately 3 hours and 39 minutes of permitted unplanned downtime per calendar month.

2.1 Calculation

Monthly Uptime Percentage = ((Total Minutes in Calendar Month − Downtime Minutes) ÷ Total Minutes in Calendar Month) × 100. "Downtime" means any period of five (5) or more consecutive minutes during which the production login page or API health-check endpoint returns errors or is unreachable, as measured by Fortris's external monitoring system. Isolated network errors, latency exceeding targets but not constituting unavailability, and partial degradation of non-critical features do not count as Downtime.

3. Service Credits

If Fortris fails to meet the Monthly Uptime Percentage in a given calendar month, Customer is eligible for Service Credits as follows:

3.1 Requesting Credits

Service Credit requests must be submitted in writing to fortris@battlemotors.com within thirty (30) calendar days after the end of the month in which the SLA was not met. Requests must include the affected dates, times, and a description of the impact.

3.2 Credit Application

Service Credits are applied to future invoices and are not redeemable for cash. Credits have no cash value and cannot be transferred or applied to other Fortris accounts or services.

3.3 Maximum Credit

The aggregate maximum Service Credit for any single calendar month shall not exceed 25 % of the monthly subscription fee applicable to the affected tier. Service Credits are Customer's sole and exclusive remedy for any failure by Fortris to meet the Monthly Uptime Percentage.

4. Incident Severity and Response Targets

Fortris classifies incidents by severity level. The following table describes each severity, target initial response time, and the cadence at which we provide status updates:

Business hours are Monday through Friday, 8:00 am – 5:00 pm Eastern Time, excluding U.S. federal holidays. Sev-1 and Sev-2 response commitments apply 24 × 7 regardless of business hours.

5. Planned Maintenance

Fortris schedules routine maintenance during a recurring weekly window: Sundays, 02:00–06:00 ET. Planned Maintenance is excluded from Downtime calculations. Fortris will provide at least seventy-two (72) hours' advance notice of any Planned Maintenance that may affect service availability, communicated via the status page, in-app banner, and email to Account Owners.

In rare circumstances requiring emergency maintenance outside the scheduled window (e.g., critical security patches), Fortris will provide as much advance notice as reasonably practicable and will post real-time updates to the status page.

6. Exclusions from SLA

In addition to the exclusions listed in Section 1, the SLA does not apply to:

• Free trials, sandbox environments, or any service tier explicitly excluded in writing;
• Degradation resulting from Customer exceeding documented API rate limits or storage quotas;
• Outages of third-party integrations connected by Customer (e.g., Customer-managed ELD providers, fuel-card processors);
• Service unavailability caused by Customer's failure to implement Fortris-recommended security configurations; and
• Any period during which Customer's account is suspended for non-payment or breach of the Agreement.

7. Customer Notifications and Status Page

Real-time operational status is available at https://status.fortris.ai. Customers may subscribe to receive automatic email and SMS alerts for incidents and maintenance.

• Sev-1 incidents: status page updated within 15 minutes of detection; concurrent email notification to all Account Owners.
• Sev-2 incidents: status page updated within 30 minutes of detection; email notification to affected Account Owners.
• Post-incident report: A written Root Cause Analysis (RCA) will be published to the status page and emailed to affected Account Owners within five (5) business days of resolution for any Sev-1 or Sev-2 incident exceeding 30 minutes of Downtime.

8. Security Incident Notification

In the event of a confirmed security incident involving unauthorized access to Customer data, Fortris will notify affected Customers within seventy-two (72) hours of confirmation. The notification will include:

• A description of the nature and scope of the incident;
• The categories and approximate volume of data potentially affected;
• Measures taken or proposed to mitigate harm;
• A point of contact for follow-up questions; and
• Any steps Customers should take to protect themselves.

Fortris will cooperate with Customer's own incident-response and regulatory-notification obligations to the extent reasonably practicable.

9. Additional Performance Metrics

Beyond overall uptime, Fortris monitors and targets the following operational metrics:

These metrics are measured internally and reported to Customers upon request. They are targets rather than guaranteed commitments and are not subject to the Service Credit mechanism described in Section 3.

10. Sub-processor Dependencies

Fortris relies on the following key sub-processors to deliver the platform. Outages originating solely within a sub-processor's infrastructure are factored into Downtime calculations only to the extent they render the Fortris production environment unavailable:

• Amazon Web Services (AWS) – Cloud compute, storage, and networking (us-east-1 primary region)
• Datadog – Infrastructure monitoring and alerting
• Stripe – Payment processing and subscription billing
• T-Mobile / AT&T – Cellular connectivity for in-vehicle telematics hardware

11. Changes to This SLA

Fortris may update this SLA from time to time. Material changes that reduce service commitments will be communicated with at least thirty (30) days' prior written notice, consistent with the modification procedures set forth in Section 15 of the Terms of Service. Continued use of the platform after the effective date of a revised SLA constitutes acceptance of the updated terms.

12. Support Contacts

For SLA-related inquiries, service credit requests, or to report an incident: