Service Level Agreement

1. Service Availability

1.1 Uptime Commitment. The Provider commits to maintaining 99.9% uptime for the Service, measured on a monthly basis. "Uptime" is defined as the percentage of time the Service is available and operational during a calendar month.

1.2 Uptime Calculation. Monthly Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100. Downtime begins when the Provider confirms an outage or when monitoring systems detect service unavailability, and ends when the Service is restored.

1.3 Exclusions. The following are excluded from downtime calculations: scheduled maintenance windows (communicated at least 24 hours in advance); outages caused by factors outside the Provider's reasonable control (force majeure, internet backbone failures, DNS propagation); outages caused by Customer's equipment, software, or network; and outages resulting from Customer's actions that violate the Terms of Service.

2. Service Credits

2.1 Service credits are applied as a credit toward future subscription fees and are not redeemable for cash. Maximum credit in any month shall not exceed 50% of the monthly subscription fee.

2.2 To receive a service credit, Customer must submit a written request within 30 days of the end of the affected month, including dates and times of the claimed downtime.

3. Maintenance Windows

3.1 Scheduled Maintenance. Routine maintenance is performed during low-traffic periods (typically Sundays 2:00 AM – 6:00 AM ET). Customers will be notified at least 24 hours in advance via email and in-platform notification.

3.2 Emergency Maintenance. In rare cases, emergency maintenance may be required to address critical security vulnerabilities or service stability issues. The Provider will make reasonable efforts to provide advance notice and minimize the duration of emergency maintenance.

4. Support

4.1 Support Hours. Standard support is available Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding U.S. federal holidays.

4.2 Support Channels. Support is available via email ([email protected]) and in-platform chat. Phone support is available for Enterprise plan customers.

4.3 P1 Response. For Critical (P1) issues, the Provider will acknowledge the issue within 1 hour during business hours and begin active remediation immediately. After-hours P1 response is available for Enterprise plan customers.

5. Data Protection

5.1 Backups. The Provider performs automated daily backups of all customer data. Backups are retained for 30 days and stored in a geographically separate location from the primary data center.

5.2 Recovery. In the event of data loss, the Provider will restore from the most recent backup within 4 hours of confirmation. The Recovery Point Objective (RPO) is 24 hours and the Recovery Time Objective (RTO) is 4 hours.

5.3 Encryption. All data is encrypted in transit using TLS 1.2+ and at rest using AES-256 encryption. Sensitive fields (PII) receive additional application-level encryption.

6. Performance Standards

7. Incident Communication

7.1 During service incidents, the Provider will post status updates at regular intervals (at least every 30 minutes for P1 incidents) via the status page and email notifications to affected customers.

7.2 Following resolution of any P1 or P2 incident, the Provider will publish a post-incident report within 5 business days, including root cause analysis, impact assessment, and preventive measures.

8. SLA by Plan

9. Modifications

The Provider may modify this SLA with at least 30 days' prior written notice. Changes will not reduce the level of service during the Customer's current subscription term. The most current version of this SLA is always available at this URL.

10. Contact

For SLA-related inquiries or to submit a service credit request: [email protected]

Silent Storm Elite Corp — State of New York, United States