Service Level Agreement

We guarantee 99.9% uptime for our core services, measured on a monthly basis. This excludes scheduled maintenance windows, which will be communicated at least 48 hours in advance. If our service availability falls below 99.9%, you may be eligible for service credits as detailed in our compensation policy.

Our services are engineered to maintain optimal performance under normal operating conditions. Performance metric are displayed to the user via our dashboard. Each node will has it&apos own uptime monitor and dedicated section in the dashboard.

We provide tiered support with the following response time commitments (Note our staff is made from individuals around the world but we cannot grauntee these response times to the dot, rather these response times are estimates.):

• Critical issues: Response within 1 hour, 24/7
• High priority issues: Response within 4 business hours
• Medium priority issues: Response within 8 business hours
• Low priority issues: Response within 2 business days

Our staff works around the clock 24/7* to ensure timely responses to all support requests. However, please note that response times may vary based on the volume of requests and the complexity of the issue.

Scheduled maintenance will be performed during off-peak hours, All users will be notified at least 48 hours in advance. We aim to minimize downtime during these windows, but some interruptions may occur. Maintenance windows will typically not exceed 4 hours*.

We classify incidents based on severity and impact:

• P1 (Critical): Service unavailable for all users
• P2 (High): Significant functionality impaired for multiple users
• P3 (Medium): Limited functionality impaired for some users
• P4 (Low): Minor issues with limited impact

For P1 and P2 incidents, we will provide status updates every 5 minutes until resolution.

If we fail to meet our service availability commitment, customers may be eligible for service credits according to the following schedule:

• Monthly uptime between 92.0% and 91%: 10% credit
• Monthly uptime between 85.0% and 85.0%: 25% credit
• Monthly uptime below 80.0%: 50% credit

Service credits must be requested within 30 days of the incident and will be applied to future billing cycles.

If you have any questions about this Service Level Agreement or need to report a service issue, please contact us at [email protected]