VINify Service Level Agreement

Preamble
This VINify Service Level Agreement (“SLA”) is a policy governing the use of the Marley Nonami Inc. software and services under the Terms of Service (“Terms”) between VINify, Title Alarm, LLC, or Marley Nonami Incorporated (“VINify”) and users of the VINify software and services (“Customer”).

This SLA applies separately to each account using the VINify software and services.

1. Definitions
“API Interruptions” means interruptions due to independent VINify integration partners and other Supported Platforms.

“Service Availability” means the uptime of a VINify Platform, and is measured by subtracting the total minutes of Service Interruption for such Platform in a given month from the total minutes in such month, divided by the total minutes in such month and then multiplied by 100.

By way of example: If in a given 30-day month there are 60 minutes of Service Interruption, then the Service Availability for such month would be calculated as follows:

= (43,200 being the total minutes in a 30-day month – 60 minutes of Service Interruption) / 43,200

= 43,140 / 43,200

= 0.999

Service Availability for the month would be 99.9%

“Service Interruption” means, except for scheduled system maintenance, the period of time that a VINify Platform is either (a) not available for Customer log-in or (b) substantially not functioning. API Interruptions and other circumstances beyond our control shall not constitute Service Interruptions.

“Standard Support” means the support provided by Marley Nonami help desk technicians in response to a ticket submitted by Customer through https://GetVINify.com/Support

“Service” means the VINify SaaS platform and services for the Customer.

“Service Level” means the maximum hours from receiving message from Customer of errors to start rectification of errors.

2. VINify software and service SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of VINify Platform performance issues: (i) are caused by factors beyond VINify's reasonable control, including, without limitation, any force majeure event, carrier related problems or issues, or Internet access or related problems beyond the demarcation point of VINify. Services or its direct hosting subcontractors (i.e., beyond the point in the network where VINify maintains access and control over the VINify Services); (ii) result from any actions or inactions of you or any third party (other than Marley Nonami Inc.’s direct hosting subcontractor); (iii) result from Applications, equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within VINify's direct control); or (iv) arise from VINify’s suspension and termination of Customer’s right to use the VINify’s Services in accordance with the VINify Terms (collectively, software and service SLA Exclusions”),or (v) scheduled maintenance.

3. Service Level
VINify guarantees that rectification of errors covered by this SLA will be performed within the time limits described below:

Priority

Category

Start of Rectification of Errors

Priority 1

Critical Errors

The problem results in a significant loss of critical functionality. System functions are not working within reasonable limits. Critical organization functionality is not working. The following characteristics describe the situation: 

  • Garbled or corrupt data
  • The system is locked and causing delays
  • Critical - functions are not working

A maximum of 4 hours during standard office hours:  

ET 8:00 am - 5:00 pm

Rectification will be preformed continuously within standard office hours until problem is resolved or a workaround is disclosed. 

Priority 2

Serious Errors

Basic system functionalities are not working. A workaround may not be immediately disclosed. The system is working but with limited functionality. The Licensee's organization is troubled by the problem, but is still able to carry out work.

A maximum of 8 hours during standard office hours:  

ET 8:00 am - 5:00 pm

Rectification will be preformed continuously within standard office hours until problem is resolved or a workaround is disclosed. 

Priority 3

Minor Errors

The problem results in loss of limited functionality and Licensee is still able to carry out work.

Maximum of 4 days or by agreement.

Rectification will be preformed  within standard office hours.

If rectification is not performed according to the Service Level, this will be considered as if Service is not available and will entitle the Customer to receive Service credits as mentioned below.

4. Service Availability
VINify will use commercially reasonable efforts to make the VINify platform, software and services available at least 99.9 % of the time in any calendar month, except for scheduled maintenance and upgrades, and excluding API Interruptions (the “Service Availability SLA”). Where reasonably possible, VINify shall provide at least 24 hours’ advance notice to Customer of scheduled maintenance in excess of 30 minutes. If VINify does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. The Service Credits states Customer’s sole and exclusive remedy for any failure by Marley Nonami to meet the Service Availability SLA.

5. Reporting errors and defects

Any errors and defects shall be reported filing a ticket at GetVINify.com/Support

Errors and defects reported through other channels are not covered by this SLA.

Updated: April 28, 2025