Annex II – SERVICE LEVEL AGREEMENT (SLA)

This Annex sets out the Service Level Agreement (SLA) for the Pipefy solution, detailing performance metrics, responsibilities, and expectations between Pipefy and its Customers. Its objective is to ensure the quality and efficiency of the services provided, promoting transparency and alignment between the parties. This document supplements the Pipefy Terms of Use and applies to all Customers, in accordance with the contracted plan type.

1. Availability Commitment for the Pipefy Solution

Pipefy guarantees monthly availability of 99.90% (“Guaranteed Percentage”) for the Pipefy Solution, subject to the exceptions described in Section 3. Availability will be monitored and recorded on the Status Page: https://status.pipefy.com/uptime, which is the official source for calculating and verifying uptime. Unavailability will be considered only in cases classified as a “Major Outage,” when a significant part or the entirety of the solution is inaccessible and/or inoperative, affecting most or all Customers.

During migration or implementation activities, the Solution may be subject to performance variations or temporary unavailability, and such periods will not be considered for SLA calculation purposes, provided they were previously communicated to the Customer.

2. Credit Allowance

If monthly availability falls below the Guaranteed Percentage, the Customer may request service credits or discounts applicable to the next invoice or upon contract renewal.

2.1. Eligibility for Credits.

• The Customer must notify Pipefy within 30 (thirty) days after the month in which the unavailability occurred.
• Notice must be sent via the Support chat, including evidence of the unavailability and other information requested by Pipefy.
• The granting of credits is limited to a maximum amount of 10% of the total value of the then-current contract.

2.2. Credit Percentages. Credits will be calculated based on the table below:

3. Exceptions to the Unavailability Count

The following will not be considered unavailability:

• Scheduled periods of maintenance, updates, or hardware replacement.

• Interruptions or instability caused by factors outside Pipefy’s reasonable control, such as: acts of God or force majeure (as legally defined); acts of third parties, such as internet providers; failures resulting from the Customer’s own infrastructure, equipment, or actions; among others.

• Improper or unauthorized use of the solution by the Customer, as defined in the Terms of Use.

• Planned outages, as described in the Terms of Use.

4. Sole Remedy

The granting of credits is the sole remedy provided for failure to meet the Guaranteed Percentage. Pipefy is not liable for any other damages or losses arising from unavailability that falls within the exceptions described above.