Service Level Agreement

Daurada Prime – Service Level Agreement (SLA)

Effective date: June 1, 2026

Daurada Prime is in pre-release mode at the moment, meaning all features are in beta, so no SLA is in force.

This Service Level Agreement (“SLA”) forms part of the agreement between Daurada Prime and the Customer and governs service availability and support for the Services.

1. Definitions

  • “Available” means the core production Services are reachable and operational, excluding Excluded Downtime.

  • “Downtime” means a period during which the Services are not Available.

  • “Excluded Downtime” means downtime caused by:

    • scheduled maintenance,

    • force majeure,

    • Customer configuration or misuse,

    • third-party services outside Daurada Prime’s control.

2. Service Availability Commitment

Daurada Prime will use commercially reasonable efforts to achieve 99.5% monthly uptime for the production Services, measured on a calendar-month basis.

Uptime is calculated as: total minutes in a given month minus downtime divided by total minutes in that month. Downtime means any minute during which the Daurada Prime website or one of the major modules of Daurada Prime was inaccessible or unusable.

3. Scheduled Maintenance

  • Scheduled maintenance can cause temporary disruption of service. Such maintenance will normally occur on weekends to minimize disruption in any of the time zones we service.

  • Customers will be notified at least 48 hours in advance where reasonably practicable.

  • Scheduled maintenance does not count as Downtime.

4. Incident Severity Levels

Severity

Description

Initial Response Target

Sev-1

Complete service outage or critical data loss

4 business hours

Sev-2

Major functionality impaired

1 business day

Sev-3

Minor issue or workaround available

2 business days

Sev-4

Informational / advisory

Best effort

5. Support Scope

Support includes:

  • incident triage and remediation,

  • availability issues,

  • platform defects,

  • additional email, chat, or phone support at additional charge

Support excludes:

  • customer-specific data or configuration except as contracted through a support plan,

  • on-site support,

  • issues caused by Customer code or configuration.

6. Service Credits

If monthly uptime falls below 99.5%, Customer may request service credits as follows:

Monthly Uptime

Credit

< 99.5% and ≥ 99.0%

5% of monthly fee

< 99.0%

10% of monthly fee

Credits:

  • are Customer’s sole remedy for SLA breach,

  • are applied to future invoices,

  • do not entitle Customer to cash refunds.

7. SLA Exclusions

This SLA does not apply to:

  • beta or preview features,

  • force majeure events,

  • service outages in the cloud providers we use to host Daurada Prime

  • AI-assisted features operating in advisory or assistive mode.

8. AI-Related Services Disclaimer

AI-assisted features:

  • are provided as decision-support tools,

  • do not produce legally binding, autonomous, or safety-critical decisions,

  • require human review and oversight by the customer.

No uptime or outcome guarantees are provided for AI-generated suggestions.

9. Modifications

Daurada Prime may update this SLA from time to time. Material reductions will not apply during an active subscription term. In other words, the SLA in force at the time you started your current subscription term is the SLA that will apply throughout that term, without reductions, though you may benefit from any beneficial increase in our SLA terms.