SUPPORT AND SERVICE LEVEL POLICY (SLP)
Last Updated: October 20, 2025
This Support and Service Level Policy (“SLP”) is incorporated by reference into the License and Lease Agreement (“Agreement”) between Silent Beacon, LLC (“SBL”) and the Customer. Terms used herein but not defined shall have the meanings set forth in the Agreement.
SBL reserves the right to modify this SLP upon thirty (30) days’ written notice to Customer. The most current version will be made available at https://silentbeacon.com.
1. Service Reliability
Support Services will be provided during normal business hours (9:00 AM to 5:00 PM EST, Monday through Friday). For unplanned downtime (an “Event”), SBL will assign a trouble severity code based on SBL’s assessment of the Event at the point of trouble identification. SBL may adjust the trouble severity code based on how an Event proceeds.
1.1 – 1.3 Severity Levels and Response Targets
| Severity Level | Description | Response Target | Resolution Target |
| 1 (Critical) | Means a catastrophic Event causing a complete one hundred percent (100%) loss of a key safety-related feature of the System. SBL will consider these events as the highest priority and shall use reasonable best efforts to respond within one (1) hour, 24/7. Status updates will be regularly provided. Support for Severity 1 Errors will be provided 24 hours per day, 7 days per week, including holidays. | Target initial response: within 1 hour (24/7) Status cadence: about hourly until resolution. | Continuous work until mitigated. Post-incident review within 7 days. |
| 2 (High) | Means a non-catastrophic Event causing a significant component of the System to fail or to perform materially different than expected, creating significant inconvenience to the Customer. SBL will consider these events as a priority and shall use commercially reasonable efforts to respond in a reasonable period of time. Status updates will be provided intermittently. | Target initial response: within 4 business hours Status cadence: at least daily (business hours). | Target resolution: within 1 business day. |
| 3 (Low) | Means an Event that (a) has minimal current impact on the Customer and (b) causes a malfunction of a non-essential System feature. SBL will not consider this a priority and shall use reasonable efforts to respond after completing all outstanding Severity 1 Errors, Severity 2 Errors, updates, and scheduled and emergency maintenance. Status updates will be provided when the Severity 3 Error has been fixed. | Target initial response: within 3 business days. | Target resolution: within 10 business days. Status cadence: on resolution only. |
Clarification on timelines: The above targets are informational guidelines to aid understanding and do not amend or supersede the Agreement.
2. Points of Contact and Escalation
If Customer experiences an Event, Customer may contact SBL’s customer support hotline at 888-652-1172 (available during normal business hours) or by e-mail at Support01@silentbeacon.com.
SBL maintains a Status Page at https://silentbeacon.statuspage.io that provides real-time information about System availability and ongoing incidents. Customers may subscribe to receive automatic notifications of status updates. Status Page updates fulfill SBL’s customer communication obligations under this SLP unless specific contractual arrangements require direct notification. For Severity 1 incidents affecting high-tier customers, SBL may supplement Status Page updates with direct communication at its discretion.
Acknowledgment to ESS Clients: For Enterprise Safety Solutions (“ESS”) Clients, all acknowledgments of receipt, incident reports, and initial response confirmations will be delivered by email to the ESS Account Owner, unless otherwise specified in the ESS Agreement.
3. Carrier and Other Service Provider Related Service Guarantees
SBL does not provide any guarantees or support with respect to any carrier or other third-party service provider. SBL’s sole responsibility with respect to carriers and other third-party service providers will be to make commercially reasonable efforts to timely report any issues to the appropriate carrier or third-party service provider.
4. Maintenance Management / Update Management
4.1 Product Modifications by SBL. SBL may modify the System from time to time to install bug fixes and required updates (as deemed appropriate by SBL).
4.2 Implementation of Updates / Maintenance. SBL will ensure that any planned maintenance and update events within the System will be executed in a professional manner. Proper execution includes advance notification to Customer by SBL.
4.3 Service Interruptions and Advanced Notification Requirements. SBL will provide Customer with advance notice via e-mail of all planned maintenance activities resulting in any service interruptions or possibility of any service interruption that will have a direct impact on the System.
4.4 Emergency Maintenance. SBL shall perform emergency maintenance as reasonably necessary and will, if possible, give advance notice thereof to Customer. “Emergency” shall mean that SBL has become aware of a problem that, if an immediate remedy is not implemented, will prevent SBL from continuing to support and provide the elements and aspects of the System.
4.5 Security Incidents. SBL will notify Customer of any security incident affecting the System or Customer data within twenty-four (24) hours of discovery. SBL will take commercially reasonable measures to contain and remediate security incidents. ‘Security Incident’ means unauthorized access to Customer data or a breach of SBL’s security that affects the System. Status Page updates related to Security Incidents will also be posted, when applicable, at https://silentbeacon.statuspage.io.
5. Availability and Limitation of Liability
SBL will have no liability for unavailability of the System caused, in whole or in part, by Customer’s use of the System other than in accordance with the terms and conditions of the Agreement, Terms of Service or the Documentation, by any designated administrator’s operation or end user’s use of the Support Services other than in accordance with SBL’s terms of use, or for any causes beyond the reasonable control of SBL or that are not reasonably foreseeable to SBL, including, but not limited to, interruption or failure of telecommunication or digital transmission links and Internet slow-downs or failures, the failure or unavailability of any services provided by third-party service providers or emergency service providers, or any inaccuracy or insufficiency in any information regarding end users.
In no event shall SBL’s liability exceed the fees paid by Customer in the twelve (12) months preceding the event giving rise to liability. SBL shall not be liable for any indirect, special, incidental, or consequential damages, including without limitation, lost profits, lost data, or business interruption, even if advised of the possibility of such damages.
If the System fails to meet the 99.9% availability guarantee, Customer’s sole remedy shall be service credits equal to 5% of the monthly fee for each 0.1% below the guaranteed availability, up to a maximum of 100% of the monthly fee. To receive service credits, Customer must request such credits in writing within thirty (30) days of the end of the month in which the failure occurred.
6. Document Hierarchy
This SLP is a customer-facing policy. The Internal Incident Response Guide governs internal procedures and must meet or exceed the standards described herein. In case of conflict between internal and external documents, the external SLP governs.
End of Policy
Silent Beacon, LLC – Support and Service Level Policy (SLP)