Key Patrol™ Service Level Agreement

Last Updated: May 9, 2026

This Service Level Agreement, this "SLA," describes the service level targets applicable to the Key Patrol™ platform, mobile applications, device management tools, APIs, and related cloud-based services, collectively, the "Key Patrol™ Services."

References to "Key Patrol™," "Company," "we," "us," or "our" mean Key Patrol, Inc. or the applicable Key Patrol™ contracting entity. References to "Customer," "you," or "your" mean the business, organization, dealer, enterprise, or authorized account holder using the Key Patrol™ Services under an applicable agreement, order form, subscription, or service plan.

This SLA applies only to the Key Patrol™ Services actually purchased, activated, and made available to Customer. Certain service levels may not apply to all products, hardware types, subscription tiers, pilot programs, custom integrations, or third-party-connected services.

1. Service Availability Target

Key Patrol™ will use commercially reasonable efforts to make the Key Patrol™ Cloud Platform available on a monthly basis according to the following target:

Monthly Service Availability Target: 99.5%

Service Availability is calculated as: Total Monthly Minutes minus Downtime, divided by Total Monthly Minutes, multiplied by 100.

"Downtime" means the number of minutes in a calendar month during which the Key Patrol™ Cloud Platform is unavailable due to a failure within Key Patrol™'s reasonable control.

Downtime does not include scheduled maintenance, emergency maintenance, customer-caused issues, third-party service failures, wireless network limitations, device-side issues, app store issues, mobile phone permission issues, force majeure events, or other exclusions described in this SLA.

2. Platform and API Services

Key Patrol™ will use commercially reasonable efforts to maintain reliable platform and API performance for supported services.

For API-based services, Key Patrol™ will use commercially reasonable efforts to maintain API availability and processing performance for properly authenticated and valid API requests, subject to Customer's subscription tier, API limits, security controls, rate limits, and integration requirements.

API issues caused by invalid credentials, expired tokens, incorrect API calls, unsupported requests, customer-side integration errors, excessive traffic, unauthorized use, blocked access, third-party systems, or Customer's systems will not count as Downtime.

3. Location Data and Tracking Limitations

Customer understands that Key Patrol™ Services may rely on multiple technologies depending on the product, subscription, and deployment configuration. These may include GPS, LTE, cellular network data, Wi-Fi positioning, Bluetooth Low Energy, gateway detection, mobile app detection, crowdsourced detection, and other supported positioning methods.

Location-related services are subject to real-world technical and environmental limitations. Key Patrol™ does not guarantee continuous real-time tracking, exact location accuracy, uninterrupted location updates, or recovery of any vehicle, key, asset, package, inventory item, or other tracked property.

Location update timing, accuracy, and availability may be affected by device battery condition, device power state, installation location, cellular coverage, GPS signal, Wi-Fi or BLE signal environment, nearby compatible device availability, gateway placement, building structure, underground parking, vehicle body interference, RF obstruction, Customer settings, firmware version, app permissions, mobile operating system restrictions, third-party networks, environmental conditions, device damage, tampering, removal, misuse, or loss.

Key Patrol™ will use commercially reasonable efforts to process and display available location data received by the Key Patrol™ Services. However, Customer understands that location data may be delayed, approximate, unavailable, incomplete, or affected by external conditions outside Key Patrol™'s reasonable control.

4. Scheduled Maintenance

Key Patrol™ may perform scheduled maintenance to improve, update, secure, or repair the Key Patrol™ Services.

Key Patrol™ will use commercially reasonable efforts to provide advance notice of scheduled maintenance when practical. Scheduled maintenance will typically be performed during lower-traffic periods whenever commercially reasonable.

Emergency maintenance, security-related maintenance, urgent system repairs, critical infrastructure work, or third-party-required maintenance may occur with shorter notice or no prior notice where Key Patrol™ reasonably determines that action is necessary.

Scheduled maintenance will not count as Downtime.

5. Support Channels

Unless otherwise stated in a written agreement, Key Patrol™ support may be available through one or more of the following channels: email support, online support form, dealer or enterprise support portal, account manager, assigned support contact, scheduled remote support session, or phone support if included in Customer's service plan.

Support availability may vary based on Customer's subscription tier, product type, service agreement, pilot status, custom deployment, or account classification.

6. Support Hours

Unless otherwise agreed in writing, Key Patrol™'s standard support hours are Monday through Friday, 9:00 AM to 6:00 PM Central Time, excluding U.S. federal holidays and company-observed holidays.

After-hours support, emergency support, dedicated support, onsite support, custom onboarding, training, or priority response may be available under a separate written agreement or service plan.

7. Support Severity Levels

Key Patrol™ will use commercially reasonable efforts to respond to properly submitted support requests according to the following target response times during Support Hours.

Severity	Description	Target Initial Response	Target Update Frequency
Critical Issue	The Key Patrol™ Cloud Platform is unavailable for all or substantially all of Customer's authorized users, and no reasonable workaround is available.	4 business hours	Every 2-4 business hours during active investigation, or as reasonably appropriate.
High Issue	A major function of the Key Patrol™ Services is materially impaired for Customer, but the service is not completely unavailable and a workaround may exist.	1 business day	Daily or as reasonably appropriate.
Medium Issue	A non-critical function is impaired, delayed, or operating unexpectedly, but core service access remains available.	2 business days	Every 2-3 business days or as reasonably appropriate.
Low Issue	A general question, user assistance request, configuration request, documentation request, cosmetic issue, minor bug, or non-urgent matter.	3 business days	As needed.

8. Customer Responsibilities

Customer is responsible for proper use, deployment, administration, and authorization of the Key Patrol™ Services.

Customer responsibilities include using the Key Patrol™ Services only for lawful and authorized business purposes; obtaining all required consents, notices, approvals, and authorizations; maintaining accurate account, user, device, vehicle, asset, and contact information; properly installing, activating, pairing, assigning, and maintaining devices; replacing or charging batteries where applicable; maintaining active subscriptions, airtime, service plans, and required payment status; keeping login credentials secure; managing user access, roles, permissions, and account hierarchy; using supported browsers, devices, apps, firmware, and operating systems; following Key Patrol™ documentation and acceptable-use policies; promptly reporting issues with sufficient detail; and complying with applicable privacy, employment, consumer protection, tracking, surveillance, vehicle, data protection, and communications laws.

Unauthorized, unlawful, deceptive, abusive, or non-consensual tracking is prohibited and may result in suspension or termination of service.

9. Monitoring and Reporting

Key Patrol™ may monitor platform performance, availability, usage, API performance, device activity, error rates, support activity, and other service indicators to maintain and improve the Key Patrol™ Services.

Upon reasonable request, and where available under Customer's service plan, Key Patrol™ may provide reports regarding service activity, device status, location history, account usage, exports, API activity, support activity, or other platform-related information.

Certain reports may be aggregated, system-generated, delayed, limited by available data, or subject to Customer's purchased service tier.

10. SLA Exclusions

The following events will not count as Downtime and are excluded from SLA calculations, obligations, and remedies:

• Scheduled maintenance; emergency maintenance; urgent security maintenance.
• Customer misuse, misconfiguration, unauthorized use, or failure to follow instructions.
• Customer internet, Wi-Fi, network, browser, computer, mobile device, or operating system issues.
• Customer failure to maintain active subscriptions, airtime, payment status, or required service plans.
• Customer failure to replace, charge, activate, pair, install, or maintain devices properly.
• Device battery depletion, physical damage, tampering, removal, theft, water damage, misuse, or abnormal environmental exposure.
• Wireless carrier outages, cellular network limitations, SIM issues, GPS unavailability, signal blockage, underground parking, metal shielding, indoor obstruction, environmental interference.
• Bluetooth, Wi-Fi, gateway, mobile app, crowdsourced detection, or nearby-device limitations.
• App store delays, mobile operating system restrictions, permission changes, third-party cloud provider, map provider, wireless carrier, API provider, integration partner, or infrastructure provider issues.
• Force majeure events; security events caused by Customer systems, Customer credentials, Customer users, or third-party integrations outside Key Patrol™'s control.
• Beta, trial, pilot, demonstration, proof-of-concept, sandbox, or evaluation services unless otherwise agreed in writing.

11. Service Remedies

Unless a separate written agreement provides specific service credits, the service level targets in this SLA are operational targets only and do not create automatic refunds, credits, penalties, or liquidated damages.

If Customer believes Key Patrol™ failed to meet a material SLA obligation, Customer must submit a written claim within thirty days after the end of the month in which the alleged failure occurred. The claim must include reasonable supporting details, including dates, times, affected services, affected users, and available logs or screenshots.

Any available remedy will be limited to the remedies expressly stated in the applicable written agreement between Customer and Key Patrol™.

12. No Guarantee of Recovery or Loss Prevention

Key Patrol™ Services are designed to support asset visibility, location awareness, inventory management, recovery assistance, and operational workflow management.

Key Patrol™ does not guarantee that any vehicle, key, asset, inventory item, package, or property will be recovered, located, protected from theft, protected from loss, or continuously monitored.

Customer remains responsible for its own security procedures, insurance coverage, employee policies, customer notices, physical controls, law enforcement coordination, and risk management practices.

13. Changes to this SLA

Key Patrol™ may update this SLA from time to time based on changes to technology, products, services, infrastructure, support operations, third-party systems, legal requirements, business requirements, or customer needs.

Key Patrol™ will use commercially reasonable efforts to provide notice of material changes by email, platform notice, website posting, dashboard notice, or other reasonable method.

Continued use of the Key Patrol™ Services after the effective date of an updated SLA constitutes acceptance of the updated SLA unless otherwise stated in the applicable written agreement.

14. Relationship to Other Agreements

This SLA is part of and subject to the applicable master services agreement, subscription agreement, order form, terms of service, privacy policy, acceptable-use policy, service agreement, or other written agreement between Customer and Key Patrol™.

If there is a conflict between this SLA and a signed written agreement between Customer and Key Patrol™, the signed written agreement will control to the extent of the conflict.

15. Contact

For SLA-related questions, support requests, or service concerns, Customer may contact Key Patrol™ through the support channels provided in Customer's service agreement, onboarding materials, dashboard, or official Key Patrol™ support contact.

Email: info@keypatrolair.com