Service Availability Policy

01 Purpose

Big Bull Technologies, LLC (“Big Bull Technologies,” “BBT,” “we,” “our,” or “us”) is committed to providing a reliable and dependable experience for Customers using Before the Call (“B4C”).

This Service Availability Policy describes our approach to platform availability, maintenance, monitoring, and operational reliability.

It is intended to provide Customers with a clear understanding of how we manage the availability of our Services while recognizing that no online platform can guarantee uninterrupted operation.

02 Availability Philosophy

Our goal is to provide a stable, secure, and consistently available platform that supports the administrative operations of first responder organizations.

Service availability is achieved through a combination of:

• Reliable infrastructure
• Continuous monitoring
• Preventative maintenance
• Security practices
• Operational planning
• Ongoing platform improvements

We continuously evaluate opportunities to improve reliability as the platform grows.

03 Administrative Scope

Before the Call supports administrative operations.

The platform is not intended to function as:

04 Monitoring

Big Bull Technologies monitors platform operations to help identify:

• Service interruptions
• Performance degradation
• Infrastructure issues
• Application errors
• Security events
• Capacity concerns

Monitoring allows our team to respond to potential issues as quickly as reasonably practical.

05 Scheduled Maintenance

Routine maintenance is an important part of operating a secure and reliable platform.

Scheduled maintenance may include:

• Platform updates
• Security improvements
• Infrastructure upgrades
• Database optimization
• Performance enhancements
• Feature deployments

Whenever practical, Customers will receive advance notice of maintenance expected to materially affect platform availability.

06 Emergency Maintenance

Certain situations require immediate action to protect the platform or Customer information.

Emergency maintenance may occur without advance notice when necessary to:

• Address security risks
• Resolve critical software defects
• Restore service availability
• Protect Customer Data
• Respond to infrastructure failures

We strive to minimize the duration and impact of emergency maintenance whenever possible.

07 Service Interruptions

Despite careful planning, interruptions may occasionally occur due to circumstances such as:

• Infrastructure failures
• Internet connectivity issues
• Third-party service disruptions
• Security incidents
• Software defects
• Scheduled maintenance
• Severe weather or natural disasters
• Other unforeseen events

When practical, we work to restore Services as quickly and safely as possible.

08 Customer Communication

When significant service interruptions occur, Big Bull Technologies may communicate updates through:

• Email
• Platform notifications
• The Before the Call website
• Status pages (when available)
• Other appropriate communication channels

Our goal is to provide timely, accurate, and transparent information regarding service disruptions and recovery efforts.

09 Service Levels

Any contractual service commitments will be documented separately.

10 Customer Responsibilities

Customers contribute to service reliability by:

• Maintaining supported web browsers and devices.
• Keeping contact information current.
• Maintaining reliable internet connectivity.
• Reporting suspected service issues promptly.
• Following published platform guidance.
• Using the platform within its intended administrative scope.

Some service interruptions may originate from Customer networks or third-party providers outside the control of Big Bull Technologies.

11 Continuous Improvement

Big Bull Technologies continually evaluates opportunities to improve:

• Platform reliability
• Infrastructure resilience
• Monitoring capabilities
• Deployment processes
• Maintenance procedures
• Performance optimization
• Operational efficiency

Improving service availability is an ongoing part of operating Before the Call.

12 Changes to This Policy

Big Bull Technologies may update this Service Availability Policy periodically.

Material changes will become effective on the published Effective Date after reasonable notice has been provided through the Services, our website, email, or another appropriate communication method.

13 Contact

Questions regarding this Service Availability Policy may be directed to Big Bull Technologies at ashlea@bigbulltech.io.

Customers experiencing service issues are encouraged to contact support through the published support channels.

14 Related Documents

• OPS-002 — Business Continuity Overview
• OPS-003 — Disaster Recovery Overview
• OPS-004 — Change Management Policy
• OPS-007 — Monitoring & Reliability
• TRU-001 — Security Overview
• TRU-004 — Incident Response Overview
• LEG-008 — Support Policy

15 Revision History