Service Level Agreement

This Service Level Agreement (“SLA”) is for the provisioning of Support Services required to support and sustain the Subscription Services, and supplements the KnowBe4 Terms of Service or negotiated agreement in place between Customer and KnowBe4 covering Customer’s use of KnowBe4’s Subscription Services (the “Agreement”). Any capitalized but undefined terms herein shall have the meanings proscribed to them in the Terms of Service. Termination or expiration of the Agreement and/or a Quote will result in termination of this SLA.

Support Parameters & Maintenance Windows. KnowBe4's maintenance windows for the Subscription Services may be found at https://support.knowbe4.com/hc/en-us/articles/360024057834-KnowBe4-Product-Maintenance-Schedule ("Maintenance Windows"), KnowBe4's support parameters, including its support hours, may be found at https://www.knowbe4.com/hubfs/KnowBe4-Support-Document.pdf? t=1518625292505, and to make a request for Support Services, Customer may submit a ticket at https://www.support.knowbe4.com/hc/en-us/requests/new, or such other URLs as KnowBe4 may provide from time to time. KnowBe4 reserves the right to discontinue Support Services for outdated versions of the Subscription Services.

Support Levels. KnowBe4’s support structure offers two levels of assistance. Core support handles essential platform needs such as account access, basic configuration, recommended practices, implementation, integration setup, and standard troubleshooting. For more complex technical challenges or specialized requirements that exceed these parameters, advanced support is available through KnowBe4’s internal escalation process. In addition to KnowBe4's Support Services as provided in this SLA, KnowBe4 offers customer success managers (“ CSMs”) to assist the Customer’s administrator(s) with onboarding and training on how to use the Subscription Services.

Response Times. KnowBe4 will use commercially reasonable efforts to respond to service-related incidents and/or requests submitted via support ticket by Customer within the following target time frames:

Availability & Uptime. KnowBe4 agrees to: (a) make the Subscription Services available to Customer pursuant to the Agreement and the applicable Quote; and (b) use commercially reasonable efforts to meet a monthly 99.9% uptime availability target (“Target Availability”). “Downtime” means the amount of time in any calendar month where the Subscription Services are completely unavailable and inactive, other than unavailability due to the Excluded Events. If Customer would like to view the availability or receive status updates on the availability of KnowBe4’s Subscription Services, Customer may subscribe to receive updates at status.knowbe4.com, or such other URL as KnowBe4 may provide from time to time (“Status Page”). In KnowBe4’s sole discretion and as applicable, KnowBe4 may post a root cause analysis for service incidents which shall be made available on the Status Page.

Service Credits. Where the average Downtime of the Subscription Services falls below the Target Availability for each year of the Subscription Term, Customer may be eligible to receive a Service Credit as provided in the table below. In order to be eligible for Service Credits, Customer is required to send a support ticket to KnowBe4 or email detailing the same to support@knowbe4.com within one (1) business day of becoming aware of Downtime for which Customer believes a Service Credit is owed in order to give KnowBe4 the opportunity to address any Downtime. In the event KnowBe4 confirms the Downtime following an internal review, Customer’s sole and exclusive remedy will be the applicable Service Credits as set forth in the table below. The maximum Service Credits that Customer can accrue during a Subscription Term is ten (10) additional days per year of the Subscription Term. Service Credits will be applied to Customer’s next renewal in the form of a prorated discount. Service Credits may not be exchanged for, or converted to, monetary or other forms of financial amounts. Service Credits will be lost and nonredeemable if: (a) they are not utilized on Customer’s next Subscription Term following the Subscription Term in which the Downtime occurred, or (b) Customer’s Subscription Term lapses. Customer will only be eligible to receive Service Credits for the affected portion of the Subscription Services, as may be applicable.

SLA Exclusions. Target Availability and Downtime do not include unavailability resulting from: (a) Maintenance Windows; (b) force majeure events; (c) problems associated with software, hardware, connectivity, networks or other telecommunications systems not operated or provided by KnowBe4; (d) degraded performance of the Subscription Services caused by Customer’s negligence, act, omission, or that of any third-party; (e) Customer’s non-performance of, or delay in performing, any of Customer’s responsibilities under the Agreement or this SLA; (f) any request for KnowBe4 to modify or test Customer’s Subscription Services, even though no degraded performance of the Subscription Services has been detected or reported; (g) access to the Subscription Services on a free, trial, beta or early access basis, or Customer’s suspension of access to the Subscription Services in accordance with the terms of the Agreement; or (h) Customer’s use of the Subscription Services not in accordance with the Documentation or the Agreement (collectively, the “Excluded Event(s)”).

Customer Obligations. Customer obligations in support of this SLA include: (a) Customer’s compliance with the Agreement and the applicable Quote; (b) reasonable availability of Customer’s admin and/or technical representative(s) when addressing a service-related incident or request; and (c) providing proper notice of any degradation of the Subscription Service(s) and sufficiently detailing the degradation in a manner that enables KnowBe4 to properly assist with addressing a service-related incident or request. KnowBe4 will not be responsible for delays caused by Customer’s failure to act on or respond to requests by KnowBe4. Customer understands that the Subscription Services will only operate in accordance with KnowBe4’s Documentation, as defined in the Agreement, and it is Customer’s responsibility to ensure that the Subscription Services will be fit for its purposes and to ensure that the Subscription Services will be supported by Customer’s technology and organizational environment. In the event Customer obligations are not met, Response Times shall not apply, and no Service Credits will be awarded.

Channel Partners. In the event Customer purchases through a KnowBe4 authorized Channel Partner, such Channel Partner may have its own SLA associated with the purchase. Customer acknowledges that KnowBe4 is not responsible, nor is KnowBe4 liable, for ensuring compliance with such Channel Partner SLA.