Cognite One Support Service Level Agreement

LAST REVIEWED AND UPDATED ON 23 OCTOBER 2026

This Cognite One Support Service Level Agreement (“SLA”) sets out the agreed service level for the Subscription Items provided by Cognite to the Customer on a subscription basis, as specified in the applicable Subscription Order Form.

This SLA is subject to and is an integral part of the Agreement. Capitalized terms used but not defined in this SLA shall have the meaning set out below, in the Subscription Order Form and in the Agreement. The remedies set out in the SLA constitute the Customer's sole and exclusive remedy for any failure by Cognite to meet the SLA.

1. Availability of Core Subscription Items

Cognite shall use commercially reasonable efforts to ensure availability* of at least 99.9% for Core Subscription Items subject to the exceptions within this SLA.

A further description of how Cognite ensures availability and business continuity is available here: https://docs.cognite.com/cdf/trust/security/availability_continuity/.

2. Back-up of Core Subscription Items

Cognite shall make commercially reasonable efforts to run backup of data once per day for all resource types, and once per week for time series and sequences. Further information about resource types, time series, and sequences is available here: https://docs.cognite.com/dev/concepts/resource_types/.

Back-up restore is performed by Cognite after an incident caused by circumstances outside the Customer’s control. The Customer may have to reload data if data was extracted to the Core Subscription Items after the point in time that the backup was restored to. Upon request, Cognite may assist the Customer with backup restore in other cases subject to payment for such assistance at Cognite’s then-current rates.

3. Maintenance

To keep the Subscription Items running smoothly, software updates are continuously released and maintenance is performed when deemed necessary by Cognite. Updates are considered part of the continuous platform operation and do not require announcements to or approval from the Customer.

During maintenance, the Subscription Items, or parts thereof, may become unavailable to the extent necessary for the adequate performance of maintenance. Unavailability or downtime due to planned maintenance shall not constitute a breach of the SLA, or entitle the Customer to Service Credits.

Maintenance will be announced at least two weeks in advance here or in other appropriate channels. Exceptions can be made at the discretion of Cognite in case of urgent security updates, critical production issues, or severe security threats.

4. Cognite Support

4.1 Support Portal

Cognite’s support service portal is available 24 hours per day, 7 days per week, and 365 days per year via the following link:https://support.cognite.com (“Support Portal”). The Customer's requests to the Support Portal and support provided by Cognite shall be in English. The Customer shall be responsible for organizing and training a first-line support team that shall have the sole interface with Cognite.

If Cognite, following an assessment of a request in the Support Portal, determines that a reported issue was caused by the Core Subscription Items and/or Business Applications, Cognite Support will resolve the issue in accordance with Section 4.4. If Cognite determines that the reported issue was not caused by the Core Subscription Items or Business Application(s), Cognite shall inform the Customer thereof without undue delay. Cognite will have no obligation to resolve such issues. Upon request, Cognite may assist Customer with resolving issues not covered by this SLA subject to payment for such assistance at Cognite’s then-current rates.

4.2 Managed Help Desk

Cognite shall support Customer pursuant to this Section 4.2 provided that the Customer is entitled to a One Support tier as described in Section 7.

The Managed Help Desk is support service that includes:

• a centralized point of contact, via an online support portal or other designated channels, for the Customer to submit support cases;
• Cognite’s performance of case management activities, including but not limited to, initial triage, diagnosis, and issue resolution efforts by support personnel; and
• Access to appropriate human expertise as required.

The Managed Help Desk does not include support for first-line end-users, Customer training, new feature development, Customer Data correction, and Customer-managed networks/firewalls.

Cognite’s Managed Help Desk is available 24 hours per day, 5 days per week (during business days). The Customer's requests to the Managed Help Desk and support provided by the Managed Help Desk shall be in English. The Customer shall be responsible for organizing and training a first-line support team that shall have the sole interface with the Managed Help Desk.

The Managed Help Desk is provided remotely by Cognite personnel from Cognite's designated support locations and is not committed to being provided from a specific Customer location, country, region, or time zone. Any request by Customer for the Managed Help Desk to be provided from a specific geographic region, country, or Customer time zone, or for support personnel to be located in-region or in the Customer's time zone, shall be subject to Cognite's prior approval and may result in changes to the applicable service scope, staffing model, service levels, and/or commercial terms. Any such changes shall be subject to a separate agreement between the parties.

4.3. Severity

All requests to the Support Portal and Managed Help Desk are classified with a severity level set by the submitter. Cognite reserves the right to re-classify a request to the appropriate severity level with retroactive effect, after consultation with the Customer.

If Cognite provides a workaround solution that temporarily enables the Customer's business to substantially function with minor or no impediments, the severity level shall not be higher than level C.

4.4 Response and resolution times

The following response and resolution time objectives apply to Cognite’s first response to, and resolution of, issues caused by the Core Subscription Items:

Severity A tickets shall be considered resolved once Cognite has either implemented a permanent fix, workaround, temporary fix, configuration change, rollback, failover, traffic redirection or other reasonable measure that restores the Core Subscription Item to a materially usable state and substantially reduces or eliminates the impact giving rise to the Severity A classification.

In case of a breach of the resolution time for Severity A tickets (i.e. ticket resolution time above 8 hours), the excess resolution time will be counted as unavailability/downtime as long as the ticket remains a Severity A ticket, unless the issue of the ticket is already reflected/counted in the general availability calculation of the Core Subscription Item. Only one ticket is considered per issue. Time that Cognite spends waiting on the Customer for logs, access, approvals, or third-party dependencies does not count toward the Resolution and Response times above.

5. Periodic Updates

Cognite shall provide period updates on support tickets according to the table below:

6. Service Credits for Core Subscription Items

If a Core Subscription Item subscribed to by Customer under the Subscription Order Form does not meet the required availability and the unavailability negatively impacts the operations of the Customer, the Customer shall be entitled to compensation in the form of service credits as set out in the table below ("Service Credits") subject to Section 8.

Service Credits shall amount to the percentage of the monthly fees for the relevant Core Subscription Item and/or Business Application specified in the table below (Service Credit %). Such percentage is dependent on the monthly availability of the Subscription Item in question (monthly availability %), as set out in the table below. Service Credits are credited to future invoices.

In order for the Customer to be entitled to Service Credits under this SLA, the Customer shall submit a request for Service Credits via a standard request form (the "Service Credit Form"). A fully executed Service Credit Form shall be submitted by the Customer to its designated Cognite account manager within 30 days after the end of the month when the Customer experienced the breach of the SLA. If the Customer does not submit the Service Credit Form within the required timeframe set out herein, the Customer shall not be entitled to any Service Credits for the breach of the SLA. Upon Customer’s request, Cognite shall swiftly provide Customer with a copy of the Service Credit Form.

The maximum aggregate number of Service Credits issued by Cognite to Customer for all breaches of the SLA in a single month shall not exceed 25% of the amount due from the Customer for the Core Subscription Item and/or Business Application(s) for that applicable month.

7. Cognite One Support Tiers

If agreed in a separate Order Form or agreement, the Customer shall have access to either Core, Advanced or Enterprise support tier features as outlined in the table below. The Customer shall automatically move through the support tiers if its annual subscription fees surpass or fall below the limits described below. The Customer shall have access to the next tier from the beginning of the qualifying Subscription Period.

7.1. Support for Business Applications

Cognite shall support Customer Business Application(s) pursuant to this Section 7.1 provided that the prerequisites set out in Section 7.2 are met and it has been agreed in a separate Order Form or agreement. If applicable, Cognite shall, to the extent that it is commercially reasonable:

• Provide hosting, bug fixes, security and compatibility updates, and disaster recovery, for each Component;
• Ensure that the Components are available to provide for the intended functionality of Business Applications;
• Provide Business Application support according to Section 4 and 5 of this SLA; and
• Support customer-specific data ingestion processes, data transformation and contextualization pipelines, customer-specific code functions (e.g., script-based logic), Cognite-developed point solutions integrated with CDF, and customer-specific configurations of generally available Atlas AI Agents, provided that such components use supported Cognite functionality and remain within the agreed scope, configuration, usage and complexity limits. Support is limited to troubleshooting the operation of such components within the CDF platform and does not include development, modification, redesign, optimization, performance tuning, or validation of customer-specific code, business logic, AI agent Outputs, or materially customized AI agents, unless expressly agreed in writing.

If the Customer wishes to take over the operations and support of the Business Application(s) from Cognite (for this to be performed by the Customer or a Cognite certified partner) at the expiry of the Initial Subscription Period or a Renewal Subscription Period, the Customer must notify Cognite and terminate the Business Application Subscription as allowed for in the relevant Order Form.

For the avoidance of doubt, the implementation of new features (change requests) in the Business Application is not in the scope of the Customer’s Business Application Subscription, unless explicitly stated otherwise in the Agreement. Cognite shall not be required to support any modification, enhancement, customization, configuration change, or other alteration to Business Applications made by the Customer or a third party.

7.2. Prerequisites for Business Applications

For this SLA to apply to a Business Application, the following prerequisites shall be met:

• Cognite must have developed the Business Application;
• The Customer has completed the Signoff of the Business Application under the Agreement as further specified therein;
• The Business Application has passed a technical review by Cognite, and the results thereof are documented for each Component;
• All Components of the Business Application, code, and deployment pipelines, are hosted by Cognite; and
• The Customer has appointed a product owner and/or service manager to serve as change authority and to connect the support team to business processes and technical expertise when required to resolve an issue.

7.3. Service Support Manager

The Service Support Manager is available 8 hours per business day, 5 business days per week (excluding public holidays) during the Subscription Period. The Customer shall not have dedicated members from the Service Support Manager under this SLA.

The Service Support Manager (“SSM”) can handle Customer requests within the following scope:

• Support Governance: The Service Support Manager will act as the primary point of contact for support service governance, coordinate periodic service reviews, review performance against the agreed support services and SLAs, and facilitate alignment between the Customer and Cognite on material support-related matters, including support considerations related to the Customer's adoption of the platform.
• Incident and Escalation Management: The SSM will coordinate the escalation of material or high-priority support issues within Cognite, facilitate communication with the relevant support and technical teams, track agreed actions, and provide appropriate status updates in accordance with the applicable support processes and SLAs.
• Service Reporting: The SSM will provide or coordinate agreed support reporting and review relevant service metrics, including support volumes, backlog, SLA performance, incident trends, and other mutually agreed support performance indicators, and may provide visibility into support-related trends that may impact Customer adoption.
• Problem Management and Service Improvement: The SSM will facilitate the review of recurring or material support issues, coordinate agreed corrective or preventive actions within the scope of the Support Services, and identify opportunities to improve the effectiveness and efficiency of the support service, including where such improvements may support Customer adoption
• Support Scope and Change Management: The SSM will review Customer requests that may constitute a change to the agreed Support Services, SLAs, or support obligations and, at Cognite's sole discretion, determine whether such requests can be accommodated within the existing scope, with any accepted changes that have commercial or service implications being subject to separate agreement between the parties.
• Standardised Feature Guidance: Leverage our team to identify the specific Cognite references and knowledge base articles relevant to your use cases.

The SSM's responsibilities are limited to the above scope and do not include product consulting, solution architecture, implementation, application development, custom code support, data remediation, project management, adoption activities, or other services outside the agreed scope. Sections 4, 5 and 6 of this Cognite SLA do not apply to Sections 7.2 and 7.3.

8. Exclusions

This SLA, including any right to Service Credits, do not apply to any breach, performance, or availability issues that:

• Are due to factors outside of Cognite’s reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or internet service provider or cloud vendor failures or delays);
• Result from the use of services, hardware, or software not provided by Cognite, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
• Are caused by the Customer´s use of a Subscription Item after Cognite advised the Customer to modify their use of the Subscription Item if the Customer did not modify its use as advised;
• Arise during or with respect to preview, pre-release, beta, or trial versions of a Subscription Item, feature, or software;
• Result from the Customer´s unauthorized action or lack of action when required, or from the Customer's employees, agents, contractors, or vendors, or anyone gaining access to Cognite’s Subscription Item by means of the Customer´s passwords or equipment, or otherwise resulting from the Customer's failure to follow appropriate security practices;
• Result from the Customer’s failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or the Customer’s use of the Subscription Item in a manner inconsistent with the features and functionality of the Subscription Item (for example, attempts to perform operations that are not supported) or inconsistent with our communicated guidance;
• Result from faulty input, instructions, or arguments;
• Result from the Customer’s attempts to perform operations that exceed prescribed quotas or that resulted from Cognite’s throttling of suspected abusive behavior;
• Are due to the Customer’s use of Subscription Item features that are outside of associated support windows or impact the availability of the Subscription Items; or
• Relate to licenses reserved, but not paid for, at the time of the incident.
• Relate to add-ons, extensions, or optional modules, whether developed by Cognite or a third party, third-party software, integrations, or services, including any APIs, connectors, or plug-ins not part of the Core Subscription Items, customizations, configurations, or modifications made at the request of, or by, the Customer or any third party, Customer-developed code, scripts, or any other user-generated content; and any beta, preview, or experimental features not generally available to all customers under the Company’s standard subscription plans, including but not limited to Artificial Intelligence features.

9. Definitions

“Business Application” means a solution or application utilising CDF via the CDF API which is developed by Cognite, the Customer or an approved third party.

“Business Days” mean all Gregorian calendar days other than Saturdays, Sundays, Customer holidays and public holidays.

“Business Hours” means the hours between 09:00 and 17:00, Monday through Friday, excluding Business Days that are public holidays, based on the applicable local time zone of the Customer.

“Components” mean the different technical parts of the Business Application that are under Cognite’s control, such as, but not limited to, code and deployment pipelines developed and maintained by Cognite, approved third-party software, standalone scripts, dedicated application(s) and user interface(s) that run on Cognite infrastructure.

“Core Subscription Items” means the standard, out-of-the-box functionality and features of Cognite Data Fusion, the Atlas AI platform, Maintain and InField as made generally available by Cognite to its customers. Core Subscription Items expressly excludes any of the following:

1. Add-ons, extensions, or optional modules, whether developed by Cognite or a third party;
2. Business Applications (excluding Maintain and InField;
3. Third-party software, integrations, or services, including any APIs, connectors, or plug-ins not part of the standard CDF release;
4. Customizations, configurations, or modifications made at the request of, or by, the Customer or any third party;
5. Artificial Intelligence features that are not part of the Atlas AI platform, such as but not limited to custom AI agents; and
6. Customer-developed code, scripts, or any other user-generated content; and
7. Any beta, preview, or experimental features not generally available to all customers under Cognite’s standard subscription plans.

“Resolution Time” means the time limit to resolve a Customer support request.

“Response Time” means the time elapsed until Cognite provides a human acknowledgment and commences triage of Customer support request.

“Signoff” has the meaning set out in the Agreement between the Parties, and if not defined, it shall mean the Customer's acceptance of the development of the Business Application(s) under the Agreement.

*The availability of the Core Subscription Items is calculated as the number of successful responses (any response that does not have an https status code of 5xx or 429) from the Subscription Items divided by the number of valid requests (any request that does not result in an https status code of 429) submitted to the Subscription Items during a calendar month, corrected for planned maintenance (which shall not count as unavailability) and full downtime (which shall count as unavailability in addition to the above measurement).

Previous versions of the Cognite One Support Core Service Level Agreement:

Version 1 - 29 January 2026 to 9 August 2026

Version 2 - 10 August 2026 to 23 October 2026