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Addendum G – Service Level Agreement (SLA)

Last Updated: August 23, 2025
This SLA applies to the Services identified below. SLA credits are the sole and exclusive remedies for downtime.

1. Coverage

  • Hosting: 99.9% monthly uptime target.
  • SaaS & APIs: 99.5% monthly uptime target.

2. Measurement

Uptime is measured monthly as the percentage of minutes the Service is available, excluding Exclusions below.

3. Exclusions

  • Planned maintenance (with prior scheduling where feasible).
  • Customer-caused outages (misconfiguration, abuse).
  • Force majeure events and third-party failures outside HIOX control.
  • Beta features or free tiers.

4. Credits

Monthly UptimeService Credit
< 99.9% to ≥ 99.0%5% of monthly fee
< 99.0% to ≥ 95.0%10% of monthly fee
< 95.0%25% of monthly fee

Credits apply to future invoices and cannot exceed the monthly fee for the affected Service.

5. Claims

To receive credits, Customer must submit a claim with supporting details within 30 days after the month in which the downtime occurred.

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