Last Updated: September 1, 2026

Denticon Service Level Addendum

This Denticon Service Level Addendum (“SLA”) describes service level commitments made by Planet DDS with respect to Denticon. This SLA incorporates and is subject to the Software-as-a-Service Agreement (the “Agreement”) and the applicable Order (as defined in the Agreement) pursuant to which the customer identified therein (“Customer”) subscribes to Denticon. Capitalized terms used but not otherwise defined herein shall have the meanings assigned to them in the Agreement.

Planet DDS may update this SLA from time to time; any updates to this SLA will apply from and after the effective date of their publication.

1. Scheduled Downtime.

From time to time, Planet DDS will schedule downtime for the performance of scheduled maintenance or the implementation of updates to the Services after testing has been completed (“Scheduled Downtime”). Planet DDS will use commercially reasonable efforts to schedule any Scheduled Downtime outside of normal business hours and to provide notice to Customer via https://status.planetdds.com prior to the occurrence of Scheduled Downtime. However, the foregoing will not limit Planet DDS’s ability to implement downtime as needed to more quickly resolve or prevent an issue, even if such downtime is not scheduled in advance.

2. Uptime Commitment.

Planet DDS commits to maintain at least 99.5% Service Uptime, as calculated over a calendar month. “Service Uptime” is defined as the percentage of time during the applicable month in which the Services are accessible from a working internet connection. Calculation of Service Uptime will not include, and Planet DDS will not be responsible for, any downtime which (a) lasts for less than 15 minutes, (b) results from Scheduled Downtime, (c) results from the failure of communication or internet services or other outside service or equipment or software beyond Planet DDS’s reasonable control, including without limitation, general network outages; (d) results from use of the Services in breach of the Agreement or other user errors, (e) results from Customer’s equipment, software or other technology, (f) results from third-party acts, services or systems not provided by Planet DDS or included by Planet DDS as part of the Services, or (g) relate to preview or other pre-release features (beta functionality).

3. Service Level Credits.

In the event Planet DDS fails to meet the uptime commitment described above in any calendar month, Customer will be entitled to a credit, calculated as a percentage of the monthly subscription fees payable by Customer for the affected Services for the calendar month in which the failure occurs (a “Service Level Credit”) in accordance with the following schedule:

4. Reporting.

Planet DDS monitors performance of the Services and reports outages and other critical issues on a status page accessible to Customer at https://status.planetdds.com/.

5. Procedure for Receiving a Service Level Credit.

In order to receive a Service Level Credit, Customer must request the credit in writing to [email protected] within thirty (30) days after the occurrence of a failure by Planet DDS to meet the applicable uptime commitment. All valid Service Level Credit requests will be applied to Customer’s next monthly invoice, or, in the case where a timely request is made and becomes due following the date all invoices have been paid, Planet DDS will refund the applicable Service Level Credit to Customer within thirty (30) days after receiving the request.