Service Level Agreement

This Service Level Agreement (“SLA”) describes the service availability and support commitments Q4 Intelligence Company (“Q4”), a limited liability company registered in Riyadh, Saudi Arabia (Commercial Registration No. 1010976680), makes to eligible customers using the hosted Q4 service.

Where a signed customer agreement or Order Form includes different or additional service commitments, that signed agreement controls to the extent of any conflict with this SLA.

This SLA covers the hosted Q4 service, including:

• the Q4 web application;
• Q4 Chat;
• financial research tools and company data views;
• filings and document access;
• earnings call and transcript access; and
• APIs, MCP connections, or other integrations, where contractually enabled for Customer.

This SLA covers Q4’s own hosted infrastructure. It does not guarantee the availability of third-party data sources or services that Q4 relies on but does not control — see Third-Party Dependencies and Data / Research Availability.

Q4 uses commercially reasonable efforts to maintain continuous availability of the Service. Q4 does not currently commit to a specific numeric uptime percentage under this SLA.

Because this SLA does not commit to a numeric uptime target, Q4 does not measure availability against a defined threshold or measurement period under this SLA. A customer-specific availability target and measurement methodology may be agreed in a signed Order Form or customer agreement.

To the extent Q4 and Customer agree on a specific availability commitment in a signed agreement, the following are excluded from any measurement of downtime:

• planned maintenance performed in accordance with this SLA;
• emergency maintenance performed in accordance with this SLA;
• issues caused by Customer’s systems, network, or misuse of the Service;
• internet or network issues outside Q4’s reasonable control;
• force majeure events;
• outages or degradation of third-party providers Q4 relies on; and
• suspension of Customer’s access under the applicable Terms of Use or customer agreement.

Q4 will make reasonable efforts to provide advance notice where planned maintenance is expected to materially affect the Service.

Q4 may perform urgent maintenance where reasonably necessary to protect the security, stability, or integrity of the Service, or to address a critical defect. Advance notice may not always be possible in these cases.

Q4 classifies reported service incidents using the following severity levels:

• Severity 1 — Critical. The Service is broadly unavailable, or there is a severe production or security impact.
• Severity 2 — High. Major functionality is materially degraded.
• Severity 3 — Standard. A limited issue exists with a workaround available, or the impact is non-critical.
• Severity 4 — Low. A minor issue, question, or cosmetic behavior.

Support is provided during Q4’s normal business operations. Critical issues are prioritized ahead of lower-severity requests. Q4 does not currently commit to 24/7 support coverage under this SLA.

Q4 does not currently publish fixed response-time targets by severity level under this SLA. Customer-specific response targets may be agreed in a signed Order Form or customer agreement.

For significant service incidents, Q4 will acknowledge the issue, investigate, provide updates where appropriate, and communicate when the issue is resolved. Q4 does not currently commit to fixed update intervals under this SLA.

Security incidents involving Customer Personal Data are handled in accordance with Q4’s Data Processing Agreement and applicable law.

The Service depends on third-party infrastructure and service providers, including hosting and database infrastructure, AI model providers, document-parsing and transcription providers, and external data sources. A summary of Q4’s current providers is available in Annex 3 of the Data Processing Agreement. Outages or degraded performance at a third-party provider may affect the Service, and are outside Q4’s direct control.

Q4 relies in part on external sources for filings, transcripts, earnings calls, and market information. That information may be delayed, temporarily unavailable, corrected, or changed by its original source. A delay or gap in a specific third-party filing, transcript, or data point is not, on its own, considered downtime of the Service.

Q4’s AI features rely on one or more third-party AI model providers. Temporary degradation or unavailability of a specific provider may result in reduced functionality or temporary unavailability of the affected feature. Where the Service is configured to fall back to an alternative provider for a given feature, Q4 may do so automatically; where no such fallback exists for a feature, that feature may be temporarily unavailable until the provider recovers.

Q4’s hosting and database infrastructure providers may maintain their own backup and recovery capabilities as part of the underlying infrastructure. Q4 does not currently publish a specific backup frequency, recovery time objective (RTO), or recovery point objective (RPO) under this SLA.

To help Q4 deliver the Service, Customer is responsible for:

• maintaining the security of its accounts and credentials;
• using the Service with a supported device, browser, and network connection;
• using the Service lawfully and in accordance with the applicable Terms; and
• reporting suspected issues with enough detail (such as time, affected feature, and steps to reproduce) for Q4 to diagnose them.

Any service credits or other remedies for failure to meet a service commitment are governed by the applicable Order Form or customer agreement.

Q4 may update this SLA from time to time. Customer-specific commitments remain governed by any signed agreement between Customer and Q4, which controls over this SLA to the extent of a conflict.

Questions about this SLA? Contact us at contact@q4.sa.