Enterprise SaaS Service Level Agreement (SLA) & Credit Schedule

# SERVICE LEVEL AGREEMENT (SLA) & UPTIME COMMITMENT

This Service Level Agreement ("SLA") is an addendum to the Master Services Agreement between **[Company Name LLC]** ("Provider") and **[Customer Organization]** ("Customer").

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### 1. MONTHLY UPTIME PERCENTAGE COMMITMENT
Provider commits to maintaining a Monthly Uptime Percentage of at least **99.9%** across all production API and web endpoints during each billing month.

$$\text{Monthly Uptime } \% = \frac{\text{Total Minutes in Month} - \text{Downtime Minutes}}{\text{Total Minutes in Month}} \times 100$$

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### 2. EXCLUSIONS FROM DOWNTIME
Downtime calculations strictly exclude:
1. Scheduled maintenance announced at least forty-eight (48) hours in advance, not to exceed four (4) hours per calendar month (scheduled between 02:00 - 06:00 UTC);
2. Outages caused by factors outside Provider's reasonable control, including upstream internet backbone failures or Force Majeure events;
3. Customer misuse or unauthorized script flooding that exceeds published API rate limits.

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### 3. SERVICE CREDIT REMEDY SCHEDULE

| Monthly Uptime Percentage | Service Credit Applied to Next Invoice |
| :--- | :---: |
| **99.9% - 100%** | 0% (Standard Operational Target) |
| **99.0% - 99.89%** | **10% Credit** of Monthly Recurring Fee |
| **95.0% - 98.99%** | **25% Credit** of Monthly Recurring Fee |
| **Below 95.0%** | **50% Credit** of Monthly Recurring Fee |

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### 4. INCIDENT SEVERITY & RESPONSE TIME MATRIX

| Severity Level | Definition | First Response SLA | Ongoing Updates |
| :---: | :--- | :---: | :---: |
| **SEV-1 (Critical)** | Core API down; all customer operations blocked | **< 15 Minutes** | Every 30 minutes |
| **SEV-2 (High)** | Major feature unavailable; viable workaround exists | **< 1 Hour** | Every 2 hours |
| **SEV-3 (Normal)** | Minor defect; core operations unaffected | **< 4 Business Hours** | Daily update |

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### 5. CREDIT CLAIM PROCEDURE
Customer must notify [email protected] within thirty (30) calendar days following the end of the month in which the downtime occurred to claim applicable service credits. Service credits represent Customer's sole and exclusive financial remedy for downtime.