Legal Support Terms

1. Availability. Grin will make the Services available 99.8% of the time. Availability will be calculated over the previous 90 days, on a rolling basis, as follows:

(total – (downtime + excluded)/total * 100) ≥ 99.8
Where:

Service means the latest production version of the online services made available by Grin.
Total means the total number of minutes over the previous 90 days, on a rolling basis;
Downtime means minutes during which the Services are not available; and
Excluded means any downtime caused by planned downtime of which Grin provides the notice stated in Section 3 below, or force majeure events, which for purposes of this Exhibit means circumstances beyond Grin’s reasonable control.

2. Planned Maintenance. Grin will provide advance notice of any planned downtime, and will schedule planned downtime outside of standard business hours (9 a.m. to 5 p.m. U.S. Pacific time, excluding holidays) or during such other hours where this is reasonably designed to minimize the impact on users. Grin will use commercially reasonable efforts to provide at least 48 hours’ advance notice.

3. Reporting. Grin will provide Customer with access to statistics on Service availability over the previous 90 days, on a rolling basis, upon request but no more than once per 60 day period.

4. Support Availability. Grin provides 24/7 global merchant support via live chat and email at support@grin.co. The Grin AI-powered support assistant is available at all times to resolve common issues immediately and escalate critical matters to the Grin on-call engineering team. During U.S. standard business hours, merchants can also connect directly with live human support agents for personalized assistance.

5. Escalation Process. Critical issues (Severity 0) are escalated instantly to Grin’s engineering team, with an initial response within 30 minutes. High-priority requests receive a response within 12 hours, and all other inquiries are addressed within 3 business days.

6. Remedies. In the event the uptime availability is not met during any calendar month during the Term, Customer will be entitled to credits against its subsequent payment obligations (as set forth in the Agreement) according to the following table:

Service Availability

Credit as a Percentage of Monthly Billing

Less than 99.8% and equal or higher than 99 %

10% of the Fees payable in respect of the month in which such Uptime Availability is not met

Less than 99% and equal or higher than 95%

25% of the Fees payable in respect of the month in which such Uptime Availability is not met

Less than 95 to .0%

50% of the Fees payable in respect of the month in which such Uptime Availability is not met

7. Service Level Termination Right. Customer may terminate this Agreement upon written notice to Grin and without liability for the Service Fees remaining in the Initial Term, or Renewal Term, as applicable, in the event that a Service Credit is due Customer in any three (3) consecutive months or in any five (5) or more months during the Initial Term, or Renewal Term, as applicable.

GRIN Technologies Inc. Support Terms