Service Level Agreement 

This is version v25-01, updated on 24th March 2025.

InvestorFlow Inc. or InvestorFlow UK Ltd  (together referred as “InvestorFlow”) as may be applicable, shall provide support to the Subscriber or Customer (together referred as “Subscriber”)  as described in this Exhibit A for products subscribed as per the Ordering Documents. InvestorFlow’s obligations to provide the Support as described in this Exhibit are subject to the following: (a) Subscriber shall provide supervision, control and management of the use of the Service; and (b) Subscriber shall document and promptly report all issues or malfunctions.  Subscriber shall carry out any reasonable procedures provided by InvestorFlow to Subscriber for the rectification of errors or malfunctions within a reasonable time after such procedures have been provided by InvestorFlow. 

Support is provided by InvestorFlow during the following hours (“Support Hours”) from the two following regions during weekdays, excluding holidays, during InvestorFlow Support hours. Support hours are stated in the table below: 

Hours are seasonally adjusted for daylight savings.   

Subscriber may contact InvestorFlow Client Support to report issues or ask questions in the following ways: 

Subscriber must designate at least one primary contact and one backup contact across all Subscriber supported environments. Designated contacts must be knowledgeable of the InvestorFlow product and platform fundamentals.

Subscriber shall cooperate with InvestorFlow Client Support to troubleshoot issues and provide relevant information that enables InvestorFlow to reproduce and resolve the issue. This information may include, but is not limited to, data references/examples, screenshots, other material information or access to its production environment, as reasonably necessary to investigate and resolve issues.

In order to access and use the Software or certain features thereof, Subscriber may require access to, or may otherwise wish to access, certain products, services, data or other technology not provided by InvestorFlow under this Agreement. Subscriber shall be responsible for acquiring, installing, securing, maintaining, and supporting, as the case may be, any such third party products, services, data or technology. For example, meeting minimum system requirements for the InvestorFlow product suite.

InvestorFlow creates a unique case for each Support communication, regardless of channel. In the event an InvestorFlow employee is emailed directly, the employee may create a case on the Subscriber’s behalf.

The case reported by Subscriber should include a detailed description of the issue and any relevant background or supporting information (screenshots, error messages, files, etc.) that InvestorFlow deems necessary to triage and work the case. Additional information may be required by InvestorFlow to continue resolution.

Once a case is submitted, a member of the Client Support team will triage and attempt to solve or reproduce the incident. If Client Support is unable to resolve the incident, the case will be escalated to the appropriate personnel. InvestorFlow will update case status throughout the case lifecycle.

When the issue is resolved, the case will be closed. In the event of Subscriber non-communication on a case, InvestorFlow will make up to two follow up attempts with the Subscriber. Cases are automatically closed in the event of Subscriber non-communication after the second follow up.

Defects 

Defects are defined as issues directly attributed to InvestorFlow Software, requiring a code fix. Issues related to 3rd party services or Subscriber’s custom code are outside the scope of Support and will not be addressed as defects.
If an issue is identified as a defect, InvestorFlow shall evaluate its impact and whether a fix will be provided. This evaluation will consider the severity of the defect and its effect on system functionality.

Severity Classification 

The Subscriber shall assign initial severity level to a case as per following severity definitions. InvestorFlow may reclassify the Case based on its review and sole discretion.  

Response Time

Critical cases shall be responded to by InvestorFlow promptly, using commercially reasonable efforts to resolve or provide a workaround for all such cases as soon as possible. Resolution time varies based on nature and complexity of issue and solution. Subscriber will use commercially reasonable efforts to mitigate the effect of such cases.

For cases with other severity levels, InvestorFlow’s initial response time will be within one (1) business day from the time of case submission. InvestorFlow shall use commercially reasonable efforts to resolve each case within a reasonable time from the date of submission.

Exclusions

Scope of InvestorFlow Support excludes:

– Any form of general management, support or consultancy related to the Subscriber’s infrastructure or third-party software.

– Any customizations of Software, Subscriber’s integrations, and issues caused by third-party applications or services.

– Issues arising from Subscriber data, including but not limited to, data formatting, data migration, or data quality issues.

The Subscriber may be liable to pay InvestorFlow reasonable charges for time spent in investigating cases that, after diagnosis, are not attributed to InvestorFlow Software These charges will be determined based on the then current consulting rates agreed between the parties.  

From time-to-time InvestorFlow may make an update, patch, hot-fix (collectively, “patches”) or new Software release, requiring an upgrade.

a. Planned Upgrade

For certain Software packages or modules, the deployment of patches or new Software release, shall be scheduled after planning with the Subscriber.

Subscriber shall cooperate with InvestorFlow as needed for the deployment Subscriber’s production environment.

Deployment of patches or new Software releases, or new versions of the 3rd party products and services and any general maintenance, shall be done on weekends or outside Standard Support Hours.

All product releases and package updates are tested by InvestorFlow’s QA before a general release. It is the Subscriber’s responsibility to test in their configured environments before promotion to production. In such cases, Subscriber testing will be deemed completed and accepted within one week of installation. When applicable, upgrades should take place in a lower environment. Post installation configuration updates requested may be scoped under the InvestorFlow Professional Services practice.

InvestorFlow reserves the right to perform emergency deployments, as deemed necessary to ensure performance integrity or security issues, during Standard Support Hours. InvestorFlow is not responsible for performance or security issues encountered with any products and/or services that result from Subscriber’s failure to install or apply patches or new releases provided.

b. Continuous Updates

For certain Software package or modules, InvestorFlow continuously pushes maintenance updates and new releases as new product versions become available. InvestorFlow aims to notify clients ahead of time whenever possible, through established channels. InvestorFlow will work with the Subscriber to manage these updates; however, all updates and patches are mandatory for continued use of the service. This ensures Subscriber receives the best functionality, security updates, and access to new features.

InvestorFlow shall provide 99% Service Availability for its Portal, Pulse and Portfolio products, measured on a per calendar-month basis. For Pipe and Pipe+ products, Service Availability is as provided by Salesforce.

Service Availability is defined as the ability of the Subscriber and its users to access and retrieve information from InvestorFlow server, provided that the Subscriber account is active, in good standing and enabled.

Unavailability caused by issues beyond InvestorFlow’s reasonable control, including the use of custom URLs managed by the Subscriber, denial of service or similar attacks, mail bombs, DNS resolution, Domain Name expiration, Internet availability, SYN attacks, ISP blocking of emails to Subscribers and/or investors, any fault or failure in any utility supply systems or infrastructure and other events, all issues within the control of the Subscriber or any other Force Majeure event will be excluded from Service Availability calculations.

InvestorFlow’s Client Success team consists of Client Success Managers (CSMs), who act as a primary contact for the Subscriber and maintain regular communication with clients to understand their goals, challenges, and overall satisfaction. CSMs are also the point of contact around upgrades, providing up to four (4) hours of assistance, on a quarterly basis, to configure new enhancements or train on new features related to such upgrades to functionality subscribed by the Subscriber. Unused hours will not carry over to the subsequent quarter. Additional hours can be purchased at our then current professional services rates. 

Our custom services encompass a wide range of tailored solutions and complex custom work, including but not limited to customization development requests, feature or function implementations, data loading or transformation, and integrations. Each project is scoped and billed at, then current, consulting rates as determined by InvestorFlow. These services may include:​ 

Salesforce Administration 

User management, configuration, customization, & maintenance of Subscribers Salesforce Org. 

Investor Portal Administration 

Portal pages (welcome, diligence), email templates, statement maps, rebranding. 

Pulse and Portfolio Administration 

Page setups, filters, columns, status and sector lists, contact types, rebranding, process reviews. 

Data Services 

Data loads, transformations, migrations, management, and cleansing. 

Third Party Applications 

Application implementation, integration, support, and maintenance. 

Custom Configuration & Development 

Visualforce Pages, Lightning Components, Apex Triggers, Apex Batch Jobs, etc. 

Advisory Services 

Strategic guidance, 3rd party provider evaluations, system security, design, and architecture, etc. 

Custom Integration  

Integration with subscriber’s own systems or 3^rd party providers.  

Custom Report Development 

Design and development of custom reports for the Pulse and Portfolio products. 

Testing Services 

Testing on behalf of Subscriber. 

Should consulting services be requested, a change order that is acceptable to InvestorFlow will be required.