Service Level Agreement

Effective: January 7, 2026

This Service Level Agreement ("SLA") describes PetroBench's availability commitments and support response targets for the Services.

Platform Availability

PetroBench targets high monthly uptime for the production platform at app.petrobench.com. Uptime is measured as the percentage of minutes per calendar month during which core platform features - well management, simulation, and results - are available to authenticated users. Uptime commitments vary by plan.

Real-time status and historical uptime are available at status.petrobench.com.

Scheduled maintenance runs Sundays 2:00-6:00 AM CST. Administrators are notified at least 48 hours in advance (7 days for major upgrades). Most deployments are zero-downtime and do not require a window.

The following are excluded from downtime calculations:

• Scheduled maintenance windows
• Degraded performance that does not prevent core functionality
• Issues caused by customer-side factors (network, browser, identity provider outages)
• Force majeure events
• Third-party infrastructure outages outside PetroBench's reasonable control

Support

Response times vary by support tier. Every plan includes a baseline support level, with faster response available on higher tiers. Contact your account representative to discuss upgrade options.

Support channels:

• Email: support@petrobench.com
• In-platform: Support ticket submission from the Help menu

Monitoring

PetroBench monitors platform health continuously, including synthetic uptime checks every 60 seconds, application error rate monitoring, database and API performance tracking, and background job health monitoring.

Real-time status and historical uptime data are available at status.petrobench.com.

Contact

For questions about availability or support, contact support@petrobench.com.