AgShared Terminal — Service Level Agreement

Effective: April 2026

1. Uptime Commitment

•AgShared commits to 99.5% monthly uptime for the Terminal platform.
•Uptime is measured as the percentage of minutes in a calendar month during which the core Terminal services (portfolio management, valuations, reporting, market intelligence) are operational.
•Planned maintenance windows are excluded from uptime calculations.
•Planned maintenance: Saturdays 2:00–6:00 AM UTC, with 48-hour advance notice for extended maintenance.

2. Support Response Times

Severity	Initial Response	Resolution Target
Critical (platform unavailable)	4 hours	24 hours
High (feature degraded)	8 hours	48 hours
Normal (questions, requests)	24 hours	—

•Support hours: Monday–Friday, 8 AM – 6 PM Pacific Time.
•Support channel: sales@agshared.ag

3. Data Freshness

•Equipment market data: Updated daily through automated collection pipelines.
•Land valuation data: Updated with each USDA NASS survey release (annual).
•Portfolio revaluations: Automated on customer-configured schedule (weekly, biweekly, or monthly).
•Manual revaluations: Available on-demand at any time.

4. Data Security

•All data encrypted in transit (TLS 1.2+) and at rest.
•Authentication via secure JWT tokens with configurable session duration.
•Role-based access control (admin, user roles).
•Audit logging of all platform actions (uploads, valuations, exports, settings changes).
•Payment processing via Stripe (PCI DSS Level 1 certified).
•Infrastructure hosted on SOC 2 certified cloud providers.

5. Service Credits

Monthly Uptime	Service Credit
Below 99.5%	10% credit on next invoice
Below 99.0%	25% credit on next invoice
Below 95.0%	50% credit on next invoice

•Service credits must be requested within 30 days of the affected month.
•Maximum credit per month: 50% of monthly fees.

6. Exclusions

•Force majeure events (natural disasters, government actions).
•Customer-side connectivity or browser issues.
•Third-party service outages beyond AgShared's control.
•Scheduled maintenance within designated windows.

For SLA inquiries, contact sales@agshared.ag

AgShared, Inc. | Bakersfield, CA