Enterprise Service Level Agreement

Updated October 16th, 2025

This Service Level Agreement ("SLA") applies to customers who have purchased the "Enterprise" tier of service from Behold.

During the Term of the agreement under which Behold has agreed to provide its services to Customer (the "Agreement"), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.9% (the "Service Level Objective" or "SLO"). If Behold does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer's sole and exclusive remedy for any failure by Behold to meet the SLO.

Definitions

The following definitions apply to the SLA:

  • "Covered Service" means the core functionalities of the Behold platform, specifically: Delivery of Instagram Feeds, the Admin Dashboard, and the process for authorizing new Instagram Accounts via OAuth.
  • "Downtime" means the Covered Service is unavailable, as confirmed by Behold's monitoring systems. This means a user cannot access the Admin Dashboard, Instagram Feeds are not being delivered, or the OAuth flow is non-functional due to a failure in Behold's systems.
  • "Downtime Period" means a period of five consecutive minutes of Downtime. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.
  • "Monthly Uptime Percentage" means the total number of minutes in a calendar month, minus the number of minutes of Downtime suffered from all Downtime Periods in that month, divided by the total number of minutes in that month.

  • "Financial Credit" means the following:

    Monthly Uptime Percentage Percentage of monthly bill for the Covered Service to be credited to future bills
    99.0% - < 99.9% 25%
    95.0% - < 99.0% 50%
    < 95.0% 75%

Customer Must Request Financial Credit

To receive a Financial Credit, Customer must notify Behold technical support within thirty days from the time Customer becomes eligible. Customer must also provide Behold with documentation showing the service unavailability, such as screenshots, error messages, or other relevant details including the date and time. Failure to comply with these requirements will forfeit Customer's right to receive a Financial Credit. Behold will make a determination in good faith based on its system logs and monitoring reports.

Maximum Financial Credit

The maximum aggregate Financial Credit issued to a Customer for all Downtime Periods in a single billing month will not exceed 75% of the amount due for the Covered Service for that month. Financial Credits will be applied to future use of the Service within 60 days after the request is approved.

SLA Exclusions

The SLA does not apply to any Downtime, performance issues, or errors:

  1. Caused by factors outside of Behold's reasonable control (e.g., force majeure events);
  2. That result from Customer's (or a third party's) software, hardware, or network connectivity;
  3. That result from abuses or other behaviors that violate the Agreement;
  4. That result from the failure, outage, bugs, or malfunction of third-party services, APIs, or networks upon which the Covered Service depends, including but not limited to the Instagram Platform API;
  5. During scheduled maintenance windows for which Behold has provided at least 48 hours' prior notice.