Service Level Agreement

This Service Level Agreement ("SLA") describes Octelligence Inc.'s availability commitment for the Service and the Service Credits available to eligible Customers when the commitment is not met. This SLA is incorporated into and forms part of the Octelligence Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

1. Definitions

• "Covered Service" means the production Octelligence platform made available at app.octelligence.com under a paid subscription. Free trials, free plans, Beta Features, and ancillary services (such as the public marketing website) are not Covered Services.
• "Monthly Uptime Percentage" means total minutes in a calendar month, less Unavailable minutes during that month, divided by total minutes in that month, expressed as a percentage. Excluded Time is not counted as Unavailable.
• "Unavailable" means the Covered Service is materially unable to process authenticated user requests due to a defect, outage, or failure for which Octelligence is responsible.
• "Excluded Time" means downtime described in Section 6 (Exclusions).
• "Service Credit" means a credit applied to Customer's future invoices for the Covered Service, calculated as described in Section 4.
• "Monthly Fees" means the recurring subscription fees actually paid by Customer for the Covered Service for the calendar month in which the SLA was not met (annual or longer prepayments are pro-rated to a monthly basis).

2. Availability Commitment

Octelligence will use commercially reasonable efforts to make the Covered Service available with a Monthly Uptime Percentage of at least 99.9%.

For reference, 99.9% Monthly Uptime corresponds to a maximum of approximately 43 minutes of Unavailability in a 30-day month.

3. Measurement

Octelligence measures availability using internal and external monitoring of the Covered Service's production endpoints. Availability is measured at the application layer and excludes Excluded Time and any time that is not chargeable Unavailability under this SLA.

4. Service Credits

If the Monthly Uptime Percentage for a Covered Service falls below 99.9% in a calendar month, Customer is eligible for the following Service Credit, calculated as a percentage of the Monthly Fees for the Covered Service for the affected month:

Monthly Uptime Percentage	Service Credit
< 99.9% and ≥ 99.0%	10% of Monthly Fees
< 99.0% and ≥ 95.0%	25% of Monthly Fees
< 95.0%	50% of Monthly Fees

Service Credits are applied as credits against Customer's next invoice for the Covered Service. Service Credits are not refundable in cash and have no monetary value outside this SLA. In no event will total Service Credits issued to Customer for a given month exceed 50% of the Monthly Fees for that month.

5. Claim Procedure

To request a Service Credit, Customer must:

• Submit a written claim to support@octelligence.com with the subject line "SLA Claim".
• Submit the claim within thirty (30) days after the end of the calendar month in which the SLA was not met.
• Include the affected month, a description of the impact, the times Customer believes the Covered Service was Unavailable, and any supporting evidence (such as error messages, screenshots, or monitoring logs).
• Be in good standing under the Terms of Service, with no overdue undisputed invoices, at the time the claim is submitted and at the time any Service Credit would be applied.

Octelligence will review the claim in good faith using its own monitoring records and the information Customer provides, and will respond within thirty (30) days. If a Service Credit is approved, it will be applied to Customer's next invoice for the Covered Service.

6. Exclusions

The following are not counted as Unavailable and are not eligible for Service Credits:

• Scheduled maintenance announced at least seventy-two (72) hours in advance.
• Emergency maintenance performed to protect the security, stability, or integrity of the Service.
• Force-majeure events as described in the Terms of Service, including natural disasters, war, civil unrest, governmental action, pandemics, internet or telecommunications failures, and third-party infrastructure outages outside Octelligence's reasonable control.
• Unavailability caused by Customer's or any third party's acts or omissions, including misuse of the Service, exceeding rate limits, or actions taken in violation of the Acceptable Use Policy.
• Unavailability caused by Customer's equipment, software, network connectivity, or third-party services (other than Sub-Processors operating on Octelligence's behalf).
• Beta Features, free trials, free plans, and previews.
• Suspension or termination of Customer's account in accordance with the Terms of Service.
• Issues that Customer fails to report promptly after becoming aware of them.

7. Sole Remedy

Service Credits are Customer's sole and exclusive remedy, and Octelligence's sole liability, for any failure to meet the availability commitments in this SLA. Service Credits do not relieve Customer of any obligation to pay fees when due.

8. Changes

Octelligence may update this SLA from time to time. Material changes will be communicated at least thirty (30) days in advance through the Service or our website. The version in effect during a given calendar month governs Service Credit calculations for that month.

9. Contact

For SLA-related questions or claims, contact support@octelligence.com. For current status and incident communication, see the Platform Status page.