Service Level Agreement

This Service Level Agreement ("SLA") describes GuardArra, LLC’s commitments regarding platform availability and outlines remedies available to customers when those commitments are not met.

1. Uptime Commitment

GuardArra commits to 99.9% monthly uptime for the GuardArra platform (app.guardarra.com), measured in each calendar month. 99.9% uptime allows for approximately 43.8 minutes of downtime per month.

2. Definitions

• Downtime: Any period during which the GuardArra platform is completely inaccessible to all users, excluding scheduled maintenance and excluded events.
• Monthly Uptime Percentage: (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100.
• Scheduled Maintenance: Planned maintenance communicated at least 24 hours in advance. Not counted as downtime.
• Emergency Maintenance: Unplanned maintenance required to address critical security or stability issues. Minimized and communicated in real time.

3. Excluded Events

The following are not counted as downtime:

• Scheduled or emergency maintenance
• Issues caused by customer actions, misconfigurations, or third-party services
• Force majeure events (natural disasters, government actions, widespread internet outages)
• Issues affecting only a subset of features while core functionality remains available
• Beta or preview features explicitly marked as such

4. Service Credits

If monthly uptime falls below the commitment, customers are eligible for service credits as follows:

• 99.0% – 99.9%: 5% credit of monthly fee
• 95.0% – 99.0%: 10% credit of monthly fee
• Below 95.0%: 25% credit of monthly fee

Credits are applied to the next billing cycle. Maximum credit in any month is 25% of the monthly fee. Credits are the sole and exclusive remedy for SLA failures.

5. How to Request a Credit

Submit credit requests to support@guardarra.com within 30 days of the end of the affected month. Include your account email and the dates and times of the downtime you experienced. We will review and respond within 10 business days.

6. Monitoring and Reporting

GuardArra monitors platform availability continuously. Real-time status and incident history are available at status.guardarra.com. We notify customers of significant outages by email within 30 minutes of detection.

7. Support

GuardArra provides email support at support@guardarra.com with a target first response time of 4 business hours. Critical platform outages are escalated and addressed on a 24/7 basis regardless of business hours.