Service Level Agreement

Company will use commercially reasonable efforts to make the production Services  available 99.9% of each calendar month (the “Availability Target”) during the subscription term. General availability will be calculated per calendar month, as follows:

Monthly Uptime Percentage (MUP) = 100 × ((Total − Downtime minutes) ÷ Total).

Where:
Total means the total number of minutes for the calendar month.

Downtime minutes:

• Downtime Event (Class A): A Downtime minute accrues when a valid customer is unable to request a Class A Interactive Endpoint during any period of five (5) or more consecutive minutes. Class A Interactive Endpoints means user‑facing web/mobile/API calls expected to return promptly.
• Asynchronous jobs (Class B): A Downtime minute accrues when the Software is unable to accept new jobs or unable to retrieve job results for fifteen (15) or more consecutive minutes due to Company systems. Class B means long‑running/reporting endpoints, e.g. heavy queries/exports and asynchronous jobs.

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Exclusions

Downtime minutes exclude unavailability caused by any of the following:

1. Planned maintenance with at least 24 hours’ advance notice via status page or email.
2. Emergency security maintenance performed to mitigate an active exploit or critical vulnerability (notice provided as practicable).
3. Customer acts or omissions, including misuse, use contrary to Documentation, Customer‑controlled configurations, data sources, or network/identity infrastructure.
4. Failures of third‑party services, networks, or the public Internet outside Company’s reasonable control (e.g., ISP/BGP incidents, third‑party identity providers, payment/SMS/email providers, app stores, or Customer‑mandated third‑party integrations).
5. Any unavailability caused by circumstances by Force Majeure Events and Hosting Providers defined in Section 9.6 and 9.8 respectively.

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Service Credits

If WorkEasy Software fails to achieve the Availability Target for a given month, Customer may request a Service Credit for Downtime Event applied to the next invoice for the affected service/tenant, according to the following schedule:
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