Enterprise Services
Service Level Terms

Enterprise Services

These Service Level Terms (the “SLA”) set forth Pave’s obligations and our customers’ rights with respect to the performance of the Pave application Market Data Lite (“Market Data Lite”). All capitalized terms used but not otherwise defined in this SLA have the meanings given to them in the Master Subscription Agreement (the “MSA”) between you (the “Customer”) and Trove Information Technologies, Inc. dba Pave (“Pave”).

The standard MSA is available at https://www.pave.com/company/legal/master-subscription-agreement.

1. Definitions

“Enterprise Services” means the recurring configuration support services that Pave provides to Customer under an Order Form, delivered by Pave’s Customer Success Engineers (“CSE”) at the Tier identified on that Order Form.

“Tier” means the Standard, Essential, Advanced, or Custom level of Enterprise Services described in Section 2.

“Contract Year” means each twelve-month period beginning on the start date of the Order Form Term or on an anniversary of that date.

“Included Hours” means the number of CSE hours stated for a Tier in Section 2 for each Contract Year.

Capitalized terms not defined in this section have the meanings defined in the MSA.

2. Tiers

Standard. 5 Included Hours of CSE support per Contract Year.

Essential. A dedicated CSE to assist in keeping configuration current and to support Customer’s annual cycles. 18 Included Hours per Contract Year.

Advanced. A dedicated CSE providing ongoing configuration support across a more complex Pave environment. 35 Included Hours per Contract Year.

Custom. Scope, hours, and fees as set out in an Order Form or statement of work signed by both parties.

Fees for Enterprise Services are stated in the Order Form.

3. Included Hours

Included Hours renew at the start of each Contract Year. Unused Included Hours expire at the end of the Contract Year, do not roll over, and are not refundable or creditable. Included Hours measure time spent by Pave personnel on Enterprise Services. Pave may use software, automation, or AI-assisted tools in delivering Enterprise Services.

4. Additional Hours

Customer may request CSE hours beyond the Included Hours. Pave will perform additional hours only after Customer approves them in writing. Additional hours are billed at $250 per hour during the then-current Order Form Term and at Pave’s then-current hourly rate thereafter, with a minimum of four hours per request.

5. Exclusions

Enterprise Services do not include: (a) implementation of new Pave modules or major platform expansions; (b) compensation philosophy or strategy consulting; (c) managed services or administration of Customer’s cycles; (d) custom software or API development; or (e) data cleanup or remediation in Customer’s source systems. Pave may offer these services under a separate Order Form or statement of work.

6. Updates

Pave may update this section from time to time. An update that adds Included Hours, expands the Enterprise Services, or otherwise does not reduce what Customer is entitled to receive is effective upon posting. Any other update applies from the start of Customer’s next Renewal Order Term, provided Pave notified Customer by email, at the addresses on the Order Form, at least thirty days before that date. No update reduces the Tier or Included Hours on Customer’s Order Form during the then-current Order Form Term.

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