Joyner Corporate Shuttle — Service Level Agreement

1. Purpose

This Service Level Agreement ("SLA") describes the performance standards, service commitments, and remedies applicable to Joyner Transportation & Logistic Services LLC's ("Joyner") Corporate Shuttle services. This SLA supplements and is incorporated into the Joyner Corporate Shuttle Corporate Client Agreement. Defined terms used but not defined herein have the meanings given in the Corporate Client Agreement.

2. Service Availability Commitment

For scheduled fixed-route Corporate Shuttle programs, Joyner commits to the following service availability standards:

Service Metric	Target Standard
Scheduled service availability (routes operated as scheduled)	98% of scheduled service days per month
On-time departure (departure within 5 minutes of scheduled time)	95% of scheduled departures per month
On-time arrival at final destination (within 10 minutes of scheduled arrival)	90% of scheduled trips per month
Vehicle availability (no cancellation due to vehicle breakdown)	99% of scheduled service days per month
Driver availability (no cancellation due to driver no-show)	99% of scheduled service days per month

These targets are measured on a monthly calendar basis and exclude service disruptions caused by Force Majeure Events, Client-requested schedule changes, or circumstances outside Joyner's reasonable control.

3. On-Demand Service Standards

For on-demand Corporate Shuttle bookings, Joyner commits to the following standards:

• Booking confirmation: Bookings submitted through the Joyner corporate portal or app will receive a confirmation within five (5) minutes during normal operating hours
• Driver dispatch: A driver will be dispatched within ten (10) minutes of booking confirmation for on-demand requests, subject to vehicle availability
• Estimated arrival time accuracy: ETAs provided at the time of dispatch are estimates; Joyner targets ETA accuracy within ±10 minutes for 90% of on-demand trips

4. Vehicle Standards

Joyner commits to maintaining the following vehicle standards for Corporate Shuttle services:

• All vehicles are clean, sanitized, and presentable at the start of each service day
• All vehicles are properly registered, inspected, and maintained in compliance with applicable commercial vehicle requirements
• Climate control (heating and air conditioning) is functional in all vehicles
• All passenger seatbelts are functional
• Wi-Fi connectivity is available in vehicles where this feature is included in the service order
• Vehicle age does not exceed the maximum vehicle age specified in the applicable service order

5. Driver Standards

All drivers assigned to Corporate Shuttle services will:

• Be professionally dressed in Joyner-approved attire
• Greet riders courteously and professionally
• Operate vehicles safely and in compliance with all applicable traffic laws
• Have knowledge of the applicable route and stops
• Have completed Joyner Corporate Shuttle training through Joyner University
• Maintain a current valid driver's license and clean driving record meeting Joyner's MVR standards

6. Reporting & Performance Monitoring

Joyner provides corporate clients with monthly performance reports through the Joyner corporate portal, including:

• Total trips completed vs. scheduled
• On-time departure and arrival rates
• Cancellations and causes
• Rider feedback summary (where feedback collection is enabled)
• Any SLA credit events during the reporting period

Corporate clients may request ad hoc performance reports at any time through their account administrator. Joyner will respond to ad hoc report requests within two (2) business days.

7. SLA Credits

Where Joyner fails to meet the service availability standards in Section 2 in a given month due to causes within Joyner's reasonable control, the Client is eligible for a service credit as follows:

Availability Level Achieved	Monthly Credit
95% – 97.9% (below target but minor)	5% of monthly service fee
90% – 94.9%	10% of monthly service fee
85% – 89.9%	15% of monthly service fee
Below 85%	25% of monthly service fee

SLA credits are applied to the Client's next monthly invoice. Credits are the Client's sole and exclusive remedy for Joyner's failure to meet the service availability standards in Section 2 and do not constitute an admission of fault. Credits do not apply to service disruptions caused by Force Majeure Events, Client-requested changes, or circumstances outside Joyner's reasonable control.

8. Credit Request Procedure

To request an SLA credit, the Client must submit a written credit request to corporate@myjoyner.com within fifteen (15) days of the end of the month in which the service shortfall occurred. The credit request must reference the specific service metric(s) that were not met and the applicable monthly performance report. Joyner will review the request and issue a written determination within ten (10) business days.

9. Exclusions

SLA commitments and credits do not apply to service disruptions or performance shortfalls caused by:

• Force Majeure Events as defined in the Joyner Force Majeure Policy
• Client-requested schedule changes, route modifications, or service cancellations
• Traffic conditions, road closures, or construction outside Joyner's control that affect on-time performance
• Rider conduct violations that require a driver to terminate a trip
• Client's failure to provide accurate route, stop, or passenger information
• Scheduled maintenance windows communicated to the Client at least 48 hours in advance

10. Escalation & Issue Resolution

Service issues should be reported through the following escalation path:

• Immediate operational issues (driver late, vehicle breakdown, trip cancellation): Contact Joyner Corporate Shuttle dispatch at the dedicated corporate dispatch number provided in the service order
• Service quality concerns: Submit through the Joyner corporate portal or email corporate@myjoyner.com — response within one (1) business day
• SLA disputes or escalated concerns: Submit to legal@myjoyner.com — Director-level review within five (5) business days

11. Changes to This SLA

Joyner may update this SLA at any time with at least thirty (30) days' written notice to active corporate clients. Updated SLA terms take effect at the start of the next service term or billing cycle following the notice period.

12. Contact

Corporate Shuttle SLA inquiries: corporate@myjoyner.com | Joyner Transportation & Logistic Services LLC | Atlanta, Georgia.