Exhibit A

Service Level Agreement and Support Terms

These Service Level Agreement and Support Terms ("SLA") describe the service availability commitments and support services provided by ProjectDiscovery, Inc. ("ProjectDiscovery") in connection with access to and use of the Platform. This SLA forms part of, and is governed by, the agreement between ProjectDiscovery and Customer under which Customer subscribes to the Platform ("the Agreement"). Capitalized terms used but not defined in this SLA have the meanings given to them in the Agreement.

  1. Platform Availability Commitment

    1. Target Availability. ProjectDiscovery will use commercially reasonable efforts to make the Platform available 99.5% of the time, measured monthly ("Target Availability"), excluding Permitted Downtime.

    2. Target Availability is calculated as: ((Total Minutes in month-Downtime Minutes) ÷ total minutes in month) X 100. For purposes of this SLA, the Platform will be considered "Unavailable" when all Authorized Users are unable to access the Platform's core functionality due an issue with ProjectDiscovery's systems or infrastructure, excluding any unavailability resulting from Permitted Downtime.

    3. Permitted Downtime. Target Availability excludes:

      1. Scheduled maintenance with expected downtime, provided that ProjectDiscovery provides at least forty-eight (48) hours' advanced notice via in-application banners or notifications. Scheduled maintenance typically occurs on weekends and are expected to last no more than one (1) to two (2) hours. Most Updates are deployed on a rolling basis and do not result in downtime.
      2. Emergency Maintenance required to patch critical security vulnerabilities or address material Platform instability.

      3. Downtime caused by:

        • Customer's systems, configurations, or integrations not developed or maintained by ProjectDiscovery, or misuse of the Platform;
        • Third-party Products (e.g. hosting providers such as GCP,);
        • Force Majeure Events (as defined in the Agreement).

  2. Service Credits for Downtime

    • If the Platform falls below the Target Availability in any calendar month, Customer may request the following Service Credits to be applied to the next billing cycle based on the monthly Fees for the affected service:

      Availability Monthly PercentageService Credit
      <99.9%5%
      <99.0%10%
      <95.0%15%

      • Maximum Credits: Capped at 15% of the monthly Fee per month.

      • Customer must request Service Credits via email to: support@projectdiscovery.io within thirty (30) days of the affected month.

      • Service Credits are applied to future invoices and are the exclusive remedy for breach of the Availability Commitment.

  3. Service Services

    1. Support Hours. ProjectDiscovery provides support during:

      • Business Hours: 9:00 AM-6:00 PM Eastern Time, Monday-Friday (excluding US public holidays).

      • Email and ticket based support to: support@projectdiscovery.io

    2. Support Tiers & Response Times

      SeverityDescriptionInitial Response Time
      P1-CriticalPlatform unavailable or major function inoperable; no workaround2 Business Hours
      P2-HighMajor feature impairment or partial outage; workaround possible.4 Business Hours
      P3-MediumMinor feature issue or bug; no material impact1 Business Day
      P1-LowGeneral questions or enhancement requests2 Business Days

    3. Customer Obligations. Customer must provide:

      • Accurate descriptions of issues and impact level;

      • Reasonable cooperation and access to systems as needed

      • A designated technical contact for escalations.

  4. Persistent Failure

    If the Platform fails to meet the Target Availability in three (3) or more consecutive calendar months, or in five (5) or more months in any rolling twelve (12) month period (each, a "Persistent Failure"), Customer may terminate the applicable Order upon thirty (30) days' written notice, provided such notice is delivered within thirty (30) days of last month of the Persistent Failure. Upon such termination, ProjectDiscovery will provide a pro-rata refund of any prepaid, unused Fees for the remainder of the Subscription Term. This Section sets forth Customer's sole and exclusive remedy for a Persistent Failure.