Service Level Agreement

This Service Level Agreement ("SLA") describes the uptime commitments Panguard AI, Inc. ("Panguard") makes to all users of the Panguard platform. Panguard is free and open-source software licensed under the MIT License.

1. Uptime Commitment

Panguard commits to maintaining 99.9% uptime for the Panguard hosted services, measured on a monthly basis. This commitment covers:

• Panguard Website (panguard.ai)
• Panguard Threat Cloud (tc.panguard.ai)
• Panguard Guard rule synchronization endpoints
• Panguard Scan initiation and reporting endpoints

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.
• User Causes: Downtime resulting from misuse, misconfiguration, or actions taken by the user 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. Remediation

If Panguard fails to meet the uptime commitment in any calendar month, Panguard will:

• Publish a post-incident report within 5 business days
• Identify root cause and implement corrective measures
• Provide status updates via the public status page during any outage

5. Incident Reporting

To report a service outage or request a post-incident report, contact [email protected] or open an issue on our GitHub repository. Please include:

• The dates and times of the observed downtime (in UTC)
• Which services were affected
• A description of the impact on your use of the Service
• Any supporting evidence, such as error logs or screenshots

Panguard will review the report against its monitoring records and respond within 15 business days. Panguard's monitoring records shall be the definitive source for determining uptime and downtime.