Service Level Agreement (SLA)

1. When this SLA applies

This SLA applies only to a paid production Service that an accepted Order expressly identifies as “SLA-eligible”. The Order may replace or supplement any part of this SLA. Free, trial, beta, proof-of-concept, professional, migration, and pass-through services are excluded unless expressly included.

An availability commitment applies separately to each eligible Service and region. A failure in one Service does not create a credit for another.

2. Definitions

• "Available Minutes" means Total Minutes minus Unavailable Minutes during the calendar month.
• "Emergency Maintenance" means urgent work necessary to address a security risk, legal requirement, or condition reasonably likely to cause material service harm.
• "Monthly Recurring Fee" means the fixed recurring fee paid for the affected eligible Service for the relevant month, excluding tax, usage, one-time, support, professional, and pass-through charges.
• "Planned Maintenance" means announced maintenance performed within a notified window.
• "Total Minutes" means all minutes in the relevant calendar month during which the eligible Service was active.
• "Unavailable" means the eligible Service fails the specific measurement point in the Order and Customer cannot use its material core function, as confirmed by HaxLink monitoring and reasonable technical evidence.

3. Baseline availability commitment

Unless an Order states a different target, HaxLink targets a Monthly Uptime Percentage of 99.9% for each SLA-eligible production Service.

Monthly Uptime Percentage = (Available Minutes / Total Minutes) x 100. Unavailable Minutes begin when HaxLink verifies the qualifying condition or when reliable monitoring establishes the start, whichever is earlier, and end when the condition is remediated.

Partial degradation is counted only where the Order defines a measurement threshold or where the degradation makes the material core function unusable.

4. Availability service credits

Credits are calculated only against the affected eligible Service and are capped at 25% of its Monthly Recurring Fee for the month. Credits are applied to a future invoice, are not cash refunds, and cannot be transferred or combined beyond that cap.

• Monthly Uptime Percentage below 99.9% but at least 99.0%: credit equal to 5% of the affected Monthly Recurring Fee.
• Monthly Uptime Percentage below 99.0% but at least 95.0%: credit equal to 10% of the affected Monthly Recurring Fee.
• Monthly Uptime Percentage below 95.0%: credit equal to 25% of the affected Monthly Recurring Fee.

5. Support response targets

Support coverage and channels depend on the purchased tier. Severity 1 response outside business hours is available only where the Order includes 24/7 critical support. Targets measure acknowledgement and active triage, not resolution.

• Severity 1, Critical: production service unavailable or active critical security event with no workaround. Target acknowledgement: 30 minutes. Target update cadence: hourly while actively managed.
• Severity 2, High: material degradation or major function unavailable with a limited workaround. Target acknowledgement: 2 hours. Target update cadence: every 4 hours during coverage.
• Severity 3, Normal: non-critical impairment, configuration issue, or degraded secondary function. Target acknowledgement: 1 business day.
• Severity 4, Low: information request, cosmetic issue, or planned change. Target acknowledgement: 2 business days.

6. Customer incident responsibilities

• Open a ticket through the designated support channel and provide the affected Service, region, resource identifier, impact, start time, and troubleshooting evidence.
• Maintain current technical and escalation contacts who can respond throughout a critical incident.
• Provide reasonable diagnostic access, logs, approvals, and change windows.
• Follow documented resilience, backup, capacity, and supported-configuration requirements.
• Do not classify an issue as Severity 1 unless it meets the definition; HaxLink may reclassify with an explanation.

7. Maintenance

HaxLink will use reasonable efforts to give at least five days' notice of Planned Maintenance expected to materially affect an eligible Service. The notice will identify the expected window and affected scope where known.

Emergency Maintenance may occur with shorter or no advance notice. HaxLink will provide information as soon as reasonably practicable and work to limit impact.

8. Exclusions

• Planned Maintenance and Emergency Maintenance performed reasonably.
• Customer Content, code, configuration, credentials, systems, actions, omissions, or failure to follow Documentation.
• Internet conditions, DNS outside HaxLink control, Customer or third-party networks, or equipment not managed under the Order.
• Partner failures outside the specific back-to-back commitment purchased by HaxLink for the affected Service.
• Force majeure events, widespread internet routing events, attacks that cannot reasonably be mitigated, or governmental restrictions.
• Suspension under the Agreement, AUP, law, or Customer request.
• Capacity exhaustion caused by usage beyond agreed limits or Customer's failure to approve recommended capacity changes.
• Trial, beta, preview, non-production, or unsupported configurations.

9. Credit claim process

Customer must submit a claim to contact@haxlink.com within 15 days after the end of the affected month. The claim must include the account, Order, Service and region, incident or ticket number, UTC start and end times, observed symptoms, and requested credit.

HaxLink will review monitoring, partner evidence, maintenance records, and Customer evidence. Approved credits generally appear within two invoice cycles. Missing or late claims may be denied where HaxLink cannot reasonably verify them.

10. Sole SLA remedy and chronic failure

Service credits are Customer's sole monetary remedy for failure to meet an SLA commitment, without limiting remedies for another independently actionable breach, fraud, wilful misconduct, or liability that cannot lawfully be limited.

If the same eligible Service falls below 95.0% Monthly Uptime Percentage in three consecutive months, Customer may terminate that affected Service by written notice within 30 days after the third month and receive a pro-rated refund of prepaid unused recurring fees, excluding non-cancellable commitments.