Service Level Addendum

Version 2026-01-29

1. Definitions

1.1 Monthly Uptime Percentage

"Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that month, expressed as a percentage.

1.2 Downtime

"Downtime" means the period during which the Service is unavailable, excluding:

• Scheduled maintenance windows
• Emergency maintenance required to protect service integrity
• Force majeure events
• Issues caused by customer-side factors

1.3 Service

"Service" means the ThreadSync platform and APIs as defined in the applicable Order Form.

2. Service Level Commitment

SLA commitments, if applicable, are defined in the customer's Order Form or enterprise agreement. Standard SLA tiers include:

Plan	Monthly Uptime Target	Support Response
Standard	As specified in Order Form	Business hours
Professional	As specified in Order Form	Extended hours
Enterprise	As specified in Order Form	24/7 for critical issues

3. Service Credits

If the Monthly Uptime Percentage falls below the committed SLA target during a calendar month, customer may request service credits as defined in the Order Form.

3.1 Credit Calculation

Service credits are calculated as a percentage of the monthly fees for the affected service, based on the tier specified in the Order Form.

3.2 Credit Request Process

To receive service credits, customer must:

• Submit a request within 30 days of the end of the affected month
• Include specific timestamps and impact description
• Submit via the designated support channel

3.3 Credit Limitations

• Credits are capped at the maximum specified in the Order Form
• Credits are applied to future invoices only
• Credits are the sole remedy for SLA failures

4. Exclusions

The SLA does not apply to unavailability caused by:

• Scheduled maintenance announced in advance
• Emergency maintenance required to protect service integrity
• Customer-side network, hardware, or software failures
• Third-party services or infrastructure outside ThreadSync control
• Customer misuse or unsupported configurations
• Force majeure events
• Beta, preview, or free-tier services

5. Scheduled Maintenance

5.1 Maintenance Windows

ThreadSync may perform scheduled maintenance during designated maintenance windows. Maintenance windows are communicated via:

• Status page announcements
• Email to designated technical contacts
• In-product notifications (where applicable)

5.2 Advance Notice

For planned maintenance expected to cause service disruption:

• Standard maintenance: 48 hours advance notice
• Major maintenance: 7 days advance notice
• Emergency maintenance: As soon as practical

6. Support

6.1 Support Channels

Support is provided via channels specified in the Order Form, which may include:

• Email support
• Support portal
• Phone support (enterprise plans)
• Dedicated support contact (enterprise plans)

6.2 Response Times

Target response times are defined in the Order Form based on issue severity and plan tier.

7. Monitoring and Reporting

ThreadSync monitors service availability using industry-standard tools. Customers may request uptime reports for their contracted services.

8. Amendments

This Service Level Addendum may be updated from time to time. Material changes will be communicated to customers with active SLA commitments.