Service Level Agreement
Effective Date: April 15, 2025
Applies to: All paying Customers of Epicz Lab’s industrial solutions platform
Version: 1.0
OVERVIEW
This Service Level Agreement (“SLA”) outlines the service availability and support commitment of Epicz Lab(“Provider”) to its customers (“Customer”) for access to and use of the Provider’s hosted SaaS solution (“Services”). This SLA forms part of the Master Subscription Agreement (MSA) between the Provider and Customer. Capitalized terms not defined herein shall have the meanings set forth in the MSA.
SERVICE COMMITMENT
The Provider is committed to providing a Monthly Uptime Percentage of at least 99% for the Services, excluding scheduled maintenance and force majeure events as described below. Uptime Definition
• “Uptime” refers to the time the core functionality of the Services is available to Customers over a calendar month. Uptime is defined as:
[(Total minutes in month − Downtime minutes) / Total minutes in month] × 100
• “Downtime” means the time during which the Services are unavailable due to issues within the Provider’s control.
SCHEDULED MAINTENENCE
The Provider may perform planned maintenance that may affect service availability. These will:
• Be announced at least 48 hours in advance via email or dashboard notices.
• Be scheduled outside of peak usage hours, when reasonably possible.
• Not exceed 4 hours per month, and such maintenance will not count as Downtime.
SERVICE CREDITS
If the Provider fails to meet the 99% Monthly Uptime target, the Customer may be eligible to receive Service Credits as follows:
99.0%-100.0%
0% of Fees attributable to such month
95.0%-98.99%
10% of Fees attributable to such month
<95%
20% of Fees attributable to such month
SLA EXCLUSIONS
• Downtime resulting from force majeure events, including but not limited to natural disasters, war, terrorism, cyberattacks, government actions, or internet backbone outages.
• Issues caused by Customer’s use of the Services in violation of the MSA or applicable law.
• Third-party services, integrations, or platforms not controlled by the Provider.
• Beta features or preview environments offered “as-is”.
• Failures caused by Customer’s hardware, software, or connectivity.
TERMINATION RIGHTS
Repeated failure to meet the service levels (3 or more instances in a rolling 6-month period below 95%) will entitle the Customer to terminate the agreement for cause with 30 days’ written notice.
CHANGES TO THIS SLA
The Provider reserves the right to modify this SLA with 30 days’ notice, provided no such changes materially reduce Customer’s rights without mutual agreement.