1. Purpose

This Service Level Agreement defines the operational performance standards, availability targets, and response expectations associated with the Services. It forms an integral part of the Terms of Service.

2. Service Commitment

The Company will use commercially reasonable efforts to maintain reliable and continuous operation of its infrastructure. The target monthly uptime for core compute, storage, and networking services is 99.9 percent, excluding scheduled maintenance and excluded downtime. Uptime is measured across each calendar month as the total minutes of service availability divided by the total minutes in that month.

3. Measurement and Exclusions

Service availability is measured from the point of network ingress to the Company's data centers. The following events are excluded from uptime calculations:

• Scheduled maintenance or upgrades posted in advance
• Emergency maintenance performed to protect system stability or security
• Interruptions caused by Customer's equipment, Customer's misuse, misconfiguration, other configuration errors, or third-party actions or software
• Failures of external networks or Internet service providers
• Events of force majeure as defined in the Master Service Agreement
• Beta or trial services
• Suspension under the Terms

4. Service Credits

If the Company fails to meet the availability target for a given month, the Customer may request a service credit. Requests must be submitted in writing within thirty calendar days of the event and must include sufficient detail to verify the outage. Credits are applied to the next monthly invoice as follows:

Measured Availability	Credit Percentage (of Monthly Fee for Affected Service)
99.0% - 99.8%	10%
98.0% - 98.99%	25%
Below 98.0%	50%

Credits may not be exchanged for cash or applied to other accounts. They represent the sole and exclusive remedy for failure to meet service availability commitments. For the avoidance of doubt, this SLA does not guarantee uninterrupted service, only uptime as defined herein.

5. Support Response and Escalation

Support requests are categorized by severity and responded to according to the following guidelines:

Severity	Description	Initial Response	Target Resolution
Critical	Complete outage or major service impact	30 minutes (24x7)	Continuous effort until restored
High	Significant performance degradation	1 business hour	4 business hours
Medium	Partial impact or isolated issue	4 business hours	Next business day
Low	Informational or minor issue	1 business day	As scheduled

6. Maintenance Windows

Routine maintenance is typically performed during off-peak hours to minimize impact. Standard maintenance windows occur on the first and third Saturdays of the month between 12:00 a.m. and 5:00 a.m. Mountain Standard Time.

Emergency maintenance may be performed at any time if required to preserve security or operational integrity.

7. Customer Responsibilities

(a) CUSTOMER'S CONFIGURATION AND MANAGEMENT OF SERVICES

The Customer is solely responsible for all activity occurring under its accounts and for ensuring that its Authorized Users, administrators, contractors, and any third parties acting on its behalf comply with this SLA, the Terms, the Acceptable Use Policy, and all applicable laws and regulations. The Customer is solely responsible for configuring, maintaining, and managing its virtual machines, storage, databases, and other Service resources in accordance with best practices and documentation provided by Company.

Customer is further solely responsible for Implementing appropriate technical, administrative, and organizational measures to secure and protect Customer Data, and backing up all data, applications, and configurations stored or processed using the Services, unless expressly provided otherwise in writing by Company. Customer is responsible for Monitoring its own usage of compute, storage, and networking capacity to avoid exceeding any agreed resource limits.

(b) CUSTOMER'S SECURITY RESPONSIBILITIES

The Customer must maintain the confidentiality of all account credentials, API keys, and authentication tokens associated with its use of the Services. Customer must promptly notify Company of any unauthorized access to or use of its account or the Services and implement reasonable security measures within its own control, including access controls, firewalls, encryption, and vulnerability patching. Customer shall ensure that all software or content it installs, uploads, or uses on the Services is free from malware and does not compromise network integrity or performance.

(c) DATA INTEGRITY AND LEGAL COMPLIANCE

The Customer is responsible for ensuring that all Customer Data and activities conducted through the Services comply with applicable data protection, privacy, and export control laws. Customer must not use the Services to process, transmit, or store sensitive or regulated data (such as health information, credit card data, or government-classified materials) unless expressly permitted in writing by Company. Customer must obtain all necessary consents and rights required to upload, store, and process Customer Data through the Services.

(d) THIRD PARTIES AND SUBPROCESSORS

If the Customer uses sub-processors, contractors, or third-party service providers in connection with its use of the Services, the Customer is responsible for ensuring that such parties comply with this SLA, the Terms, and the Acceptable Use Policy. Customer remains fully liable for all acts and omissions of such parties as if they were the Customer's own. Customer may not resell, sublicense, or provide the Services to third parties except as expressly permitted by the Terms of Service or authorized in writing by Company.