Service Level Agreement

1. Uptime Guarantee
   1. 99.5% Monthly Uptime
      1. Calculation Method:
         1. Total monthly minutes = 43,800 (730 hours)
         2. Downtime = Sum of outage minutes ≥5 consecutive minutes
         3. Formula: ((43,800 - Downtime) / 43,800) x 100
      2. Excluded Downtime:
         1. Intermittent outages <5 minutes
         2. Scheduled maintenance (announced 48 hours prior)
         3. Third-party service failures
         4. Client-induced configuration errors
2. Service Credit Calculation
   1. Credit Formula
      Credit = 2 x (Downtime Minutes / 43,800) x Monthly Fee

      43,800 = 730 hours/month x 60 minutes/hour
      Downtime = Sum of outages ≥5 consecutive minutes
   2. Example Calculation
      1. Monthly Fee: USD 1999
      2. Downtime: 120 minutes
      3. Credit = 2 x (120/43,800) x 1999 = USD 10.95
   3. Credit Cap
      1. Maximum 100% of monthly fee
      2. Applies to future invoices only
3. Claiming Credits
   1. Submit via email to help@nevolis.ai within 7 calendar days
   2. Required Information:
      1. Exact outage start/end times (UTC)
      2. Impact description
      3. Support ticket reference (if available)
   3. Verification Process:
      1. Cross-check with monitoring logs
      2. Exclude intermittent outages
      3. Response within 5 business days
4. General Exclusions
   1. Beta/pre-release features
   2. Force majeure events
   3. Client-side network issues
   4. DNS/SSL configuration errors
5. Changes to SLA
   1. 30 days notice for material changes
   2. Continued use constitutes acceptance
   3. Current version always available at nevolis.ai/service-agreement