Service Level Agreement

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This Service Level Agreement ("SLA") describes the availability commitments for the Services provided by [PRV Technologies legal entity] and the service credits available if we do not meet them. It is incorporated into our Terms of Service. Figures below are placeholders to be confirmed.

1. Definitions

Monthly Uptime Percentage: total minutes in a calendar month minus Downtime minutes, divided by total minutes.
Downtime: a period during which the relevant Service is unavailable, excluding the exclusions in Section 4.

2. Availability commitment

Cloud compute instances: [99.9%] Monthly Uptime Percentage.
Network & bare metal: [99.99%] network availability per region.

3. Service credits

If we fall below the committed uptime in a calendar month, you may request service credits applied to future invoices:

Below [99.9%] and at or above [99.0%]: [10%] credit.
Below [99.0%] and at or above [95.0%]: [25%] credit.
Below [95.0%]: [50%] credit.

4. Exclusions

The SLA does not apply to unavailability caused by: scheduled or emergency maintenance (with reasonable notice where practicable); factors outside our reasonable control (force majeure, third-party networks); your applications, configurations, or Customer Content; suspension for breach or non-payment; or beta/preview features.

5. Claiming credits

To claim a credit, contact [support@prvtechnologies.com] within [30] days of the incident with affected resource identifiers and timestamps. Credits are your sole and exclusive remedy for availability failures and are capped at the affected resource fees for the relevant month.

6. Changes

We may update this SLA. Material changes will be communicated through the Services.