Service Level Agreement

Last updated: 8 April 2026

1. Definitions

In this Service Level Agreement, the following terms shall have the meanings set forth below:

  • Downtime: Any period during which the Service is unavailable or inaccessible to End Users, excluding Excluded Downtime as defined herein.
  • Monthly Uptime Percentage: The percentage of the month (in minutes) during which the Service is available and operational, calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100%.
  • Service Credit: A credit against future monthly subscription fees, as the sole remedy for failure to meet the Uptime Commitment.
  • Excluded Downtime: Downtime periods excluded from the calculation, including Scheduled Maintenance, force majeure events, Subscriber-caused failures, and third-party service failures beyond Aradyne's control.
  • Scheduled Maintenance: Planned, announced maintenance windows performed during the designated maintenance window (2:00 AM – 6:00 AM UTC on the first Sunday of each month).
  • Service: The hosting and delivery of the PeakSpitz AIERP™ SaaS ERP platform, including all features, APIs, and integrated components.
  • Subscriber: The customer or organization that has entered into a subscription agreement with Aradyne Limited LTD for use of the Service.
  • Severity 1 (Critical): Service is completely unavailable or severely degraded, affecting multiple users or critical business functions.
  • Severity 2 (High): Significant functionality is impaired but the Service remains partially operational.
  • Severity 3 (Medium): Minor functionality is impaired with workarounds available.
  • Severity 4 (Low): Minimal impact; feature requests or cosmetic issues.

2. Uptime Commitment

Aradyne is committed to maintaining a Monthly Uptime Percentage of at least 

99.5%

for the Service. This target applies to the global availability of the platform infrastructure. Downtime is measured from the end user's perspective as the inability to access the Service.

3. Calculation of Monthly Uptime Percentage

Monthly Uptime Percentage shall be calculated as follows:

(Total Minutes in Month – Downtime Minutes) ÷ Total Minutes in Month × 100 = Monthly Uptime Percentage

Downtime is the cumulative number of minutes during which the Service is unavailable. A one-minute outage affecting multiple users counts as one minute of Downtime.

4. Service Credits

If Aradyne fails to maintain the Uptime Commitment, Subscribers are entitled to receive Service Credits on a tiered basis as follows:

Monthly Uptime %

Service Credit

Description

< 99.5%

10%

Minor downtime

< 99.0%

25%

Significant downtime

< 95.0%

50%

Major service outage

Service Credits are applied as a credit to the Subscriber's account for the following month's fees or, if applicable, the current billing period.

5. Service Credit Request Process

To request a Service Credit:

  • Submit a request within 30 days of the downtime incident to [email protected]
  • Include detailed information about the outage, including date, time, and business impact
  • Provide any relevant log files or evidence of the outage
  • Credits will be issued within 30 days of a successful claim

Failure to request a Service Credit within 30 days of the Downtime period will result in forfeiture of the credit.

6. Support Tiers and Response Times

Aradyne provides support responses based on the severity of the issue:

Severity

Response Time (SLA)

Description

Severity 1

1 hour

Production down

Severity 2

4 hours

Significant impact

Severity 3

8 hours

Minor functionality affected

Severity 4

24 hours

Low priority / cosmetic

Response times are measured from the time the support ticket is submitted. Best-effort support is provided during specified business hours. For Severity 1 incidents, 24/7 support may be available based on the subscription tier.

7. Scheduled Maintenance Windows

Aradyne performs routine maintenance to ensure the Security, stability, and performance of the Service. Scheduled Maintenance typically occurs:

  • Monthly: First Sunday of each month, 2:00 AM – 6:00 AM UTC
  • Aradyne will provide 14 days' advance notice for major maintenance that may impact availability
  • Scheduled Maintenance Downtime does not count toward the Monthly Uptime Percentage calculation
  • Critical security patches may require emergency maintenance with minimal notice

8. Exclusions from Downtime

The following are not counted as Downtime:

  • Scheduled Maintenance as defined in Section 7
  • Force majeure events (natural disasters, war, pandemic, etc.) beyond Aradyne's reasonable control
  • Subscriber-caused issues (misconfiguration, improper API use, insufficient resources, etc.)
  • Third-party service failures (DNS providers, internet backbone, external APIs) where the Aradyne platform itself remains functional
  • Service interruptions due to Subscriber's network, systems, or environment
  • Beta features, preview features, or services explicitly marked as non-production

9. AI Assistant Availability

The AI Assistant feature (if included in the subscription tier) is covered under the overall Service availability commitment outlined in Section 2. However, the following are specifically excluded from this SLA:

  • Response quality, accuracy, or relevance of AI-generated content
  • AI model hallucinations, factual errors, or inconsistencies in responses
  • Limitations in AI understanding or interpretation of complex queries
  • Third-party AI model service interruptions or degradation

Subscribers should review Aradyne's AI Usage Policies and Acceptable Use Policy for guidance on appropriate use of AI features.

10. Limitations

  • Service Credits are the sole remedy for failure to meet the Uptime Commitment
  • Service Credits cannot be combined with other refunds or credits
  • The maximum cumulative Service Credit in any calendar month shall not exceed 50% of the Subscriber's monthly subscription fee for that month
  • Service Credits are non-transferable and non-refundable
  • Aradyne reserves the right to modify this SLA with 30 days' written notice to active Subscribers

11. EU Digital Services Act Transparency

In compliance with the EU Digital Services Act (Regulation (EU) 2022/2065), Aradyne provides transparency regarding:

  • Service architecture and redundancy measures designed to achieve the stated Uptime Commitment
  • Data processing practices and security measures as outlined in our Data Processing Addendum
  • Incident reporting procedures and disclosure timelines for security breaches affecting personal data
  • The right of Subscribers to request information about algorithmic decision-making in AI features

Additional transparency requirements are outlined in Aradyne's comprehensive Privacy Policy and Terms of Service.

12. Contact Information

For SLA-related inquiries or to submit a Service Credit request, please contact:

Support Email:  [email protected]

Status Page:  status.aradyneltd.com

This SLA is effective as of 8 April 2026 and applies to all current and future subscriptions unless otherwise agreed in writing.