Service Level Agreement

This Service Level Agreement ("SLA") is a part of the agreement between Panguard AI, Inc. ("Panguard") and customers on the Pro and Business subscription plans ("Customer"). This SLA describes the uptime commitments for the Panguard platform and the remedies available to the Customer in the event that Panguard fails to meet those commitments.

1. Uptime Commitment

Panguard commits to maintaining 99.9% uptime for the Panguard platform, measured on a monthly basis. This commitment applies to Pro and Business plan customers and covers the following services:

• Panguard Dashboard (app.panguard.ai)
• Panguard API (api.panguard.ai)
• Panguard Guard agent communication endpoints
• Panguard Scan initiation and reporting endpoints
• Panguard Chat service availability

99.9% uptime equates to a maximum of approximately 43 minutes and 50 seconds of unplanned downtime per month.

2. Measurement

2.1 Uptime Percentage is calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100.

2.2 "Downtime" is defined as any period during which the Service is unavailable or materially degraded, as measured by Panguard's external monitoring systems from multiple geographic locations. A service is considered unavailable when more than 5% of requests to the service endpoint fail within a 5-minute measurement window.

2.3 Panguard uses independent third-party monitoring services to verify uptime. Current uptime status and historical data are available on our public status page at status.panguard.ai.

3. Exclusions

The following events are excluded from downtime calculations and do not count against the uptime commitment:

• Scheduled Maintenance: Planned maintenance windows for which Panguard provides at least 72 hours prior notice. Scheduled maintenance is typically performed during low-traffic periods (Sundays 02:00 - 06:00 UTC).
• Force Majeure: Events beyond Panguard's reasonable control, including natural disasters, acts of war, government actions, pandemics, or widespread internet outages.
• Third-Party Services: Outages caused by third-party services, including cloud infrastructure providers, DNS providers, or CDN services, to the extent such outages are not within Panguard's control.
• Customer Causes: Downtime resulting from the Customer's misuse, misconfiguration, or actions taken by the Customer that affect Service availability.
• Emergency Maintenance: Unscheduled maintenance required to address critical security vulnerabilities, provided that Panguard uses commercially reasonable efforts to minimize the duration and provides notice as soon as practicable.

4. Service Credits

If Panguard fails to meet the uptime commitment in any calendar month, the Customer is entitled to service credits as described below. Service credits are applied as a percentage of the Customer's monthly subscription fee for the affected month.

Service credits are the Customer's sole and exclusive remedy for Panguard's failure to meet the uptime commitment. Service credits may not exceed 50% of the Customer's monthly subscription fee for the affected month. Credits are not transferable, are not redeemable for cash, and cannot be carried over to subsequent months.

5. Claim Process

To request service credits, the Customer must submit a claim in writing to support@panguard.ai within 30 days of the end of the month in which the downtime occurred. The claim must include:

• The Customer's account identifier
• The dates and times of the claimed downtime (in UTC)
• A description of the impact on the Customer's use of the Service
• Any supporting evidence, such as error logs or screenshots

Panguard will review the claim against its monitoring records and respond within 15 business days. If the claim is validated, service credits will be applied to the Customer's next billing cycle. Panguard's monitoring records shall be the definitive source for determining uptime and downtime.