Newton Service Level Agreement

Last updated: September 16, 2026

Scope

This Service Level Agreement (“SLA”) describes the availability commitment for Newton, Pinnacle’s software-as-a-service platform, as provided under the Software Services Agreement (“SSA”) between Pinnacle and Customer.

This SLA applies only to the production Newton environment hosted and operated by Pinnacle. It does not apply to sandbox, test, or trial environments, features identified as beta or early access, professional services, or integrations between Newton and Customer or third-party systems.

Availability Commitment

Pinnacle will use commercially reasonable efforts to make Newton available with Monthly Availability of at least 99.5% (the “Availability Commitment”). Current and historical availability is published on the Newton status page at https://status.pinnacletech.com.

Service Credits

If Monthly Availability falls below the Availability Commitment in a calendar month, Customer is eligible for a Service Credit as set out below, subject to the requirements and exclusions in this SLA.

The monthly fee is the fee for the affected Newton subscription for the applicable month. Where fees are paid annually or for another period longer than one month, the monthly fee is those fees divided by the number of months in the period.

Service Credits are applied against future invoices and will not exceed 25% of the monthly fee for any single month. If the SSA is not renewed and a Service Credit cannot be applied, Pinnacle will refund the amount of the Service Credit.

Service Credits are Customer’s sole and exclusive remedy, and Pinnacle’s sole obligation, for any failure to meet the Availability Commitment.

For any partial calendar month during which Customer subscribes to Newton, Monthly Availability is calculated only for the period beginning when Newton is first made available to Customer and ending on the last day of that calendar month.

Requesting a Service Credit

To request a Service Credit, Customer must notify Pinnacle at support@pinnacletech.com within thirty (30) days after the end of the calendar month in which the Availability Commitment was not met. The request must identify the affected month and describe the unavailability experienced. Customer must provide any additional information reasonably requested by Pinnacle to evaluate the request.

Pinnacle’s monitoring and logging systems are the authoritative record for determining Monthly Availability. If Pinnacle determines that the Availability Commitment was met, Pinnacle will provide Customer with a report of Monthly Availability for the month in question.

Exclusions

Customer is not eligible for Service Credits for any month in which Customer is in material breach of the SSA, including non-payment. Monthly Availability does not include unavailability to the extent caused by:

• Planned or emergency maintenance;
• Circumstances beyond Pinnacle’s reasonable control, including natural disaster, acts of government, labor disputes, or widespread internet disruption;
• Denial-of-service attacks, network intrusions, or other malicious acts by third parties, except to the extent caused by Pinnacle’s failure to maintain reasonable security measures;
• Unavailability of third-party services not operated by Pinnacle, including cloud hosting and identity providers, except to the extent caused by Pinnacle;
• Customer’s systems, networks, internet service providers, security settings, or other technology;
• A Customer network, location, internet service provider, or security configuration blocking communications with Newton or with Pinnacle’s third-party authentication provider;
• Customer’s use of Newton in a manner not permitted by the SSA, or errors resulting from incorrect, incomplete, or malformed data, configurations, or requests submitted by Customer;
• Suspension of Customer’s access in accordance with the SSA;
• Unavailability limited to beta or early access features, where the remainder of Newton remains available; or
• Integrations, connectors, or data feeds between Newton and Customer or third-party systems.

Customer will reasonably cooperate with Pinnacle to allow required domains and make other configuration changes necessary to restore access. Login or authentication failures resulting from Customer-side blocking or configuration are not counted as Unavailable Minutes.

Definitions

Monthly Availability means the percentage of total minutes in a calendar month during which Newton is available for use, calculated as:

Monthly Availability = ((Total Minutes – Unavailable Minutes) / Total Minutes) x 100

Unavailable Minutes means the number of minutes during which Newton is unavailable, as measured by Pinnacle’s monitoring systems, excluding any unavailability described in the Exclusions section.