Service Level Agreement

• "Available" means the service is operational and accessible to customers
• "Unavailable" means the service is not operational or accessible due to Gozunga infrastructure failure
• "Monthly Uptime Percentage" = ((Total Minutes in Month – Unavailable Minutes) / Total Minutes in Month) × 100

"Service Credit" means the compensation provided to eligible customers for service unavailability

The following events do not constitute unavailability:

• Scheduled maintenance
• Emergency maintenance
• Force majeure events
• Customer-caused outages
• Issues resulting from customer applications or content
• Third-party service provider failures
• Network issues outside our infrastructure
• Security incidents or attacks
• Suspension due to violation of policies

Gozunga guarantees 99.99% Monthly Uptime Percentage for our infrastructure services.

For usage-based services, customers receive credit for service unavailability according to the following schedule:

Note: For usage-based services, credits are calculated based on the customer's actual usage charges during the billing period. Since customers do not accrue charges during service outages, credits provide compensation for the inability to use paid-for services during downtime periods.

To be eligible for Service Credits:

• Account must be in good standing
• Customer must submit request within 7 days of incident
• Customer must provide documentation of downtime
• Customer must be in compliance with all policies

• Submit requests through support portal
• Include account details and incident timestamps
• Provide service impact description
• Allow up to 30 days for review and processing

• Credits are applied specifically to the affected services that experienced downtime
• Credits are calculated based on the actual billing period (hourly or monthly) of the impacted service
• For prepaid accounts, credits are added to the account balance
• Credits have no cash value and cannot be refunded
• Credits expire if unused within 12 months

• Service availability is measured by Gozunga monitoring systems
• Our monitoring is the sole source of truth for SLA calculations
• Monitoring occurs from multiple geographic locations
• Five-minute measurement intervals

We classify service incidents as:

• Infrastructure Failure
• Network Issues
• Power Events
• Storage System Issues
• Virtualization Platform Issues
• Other System Failures

• Service Credits are calculated based on the affected service's charges for the billing period in which the incident occurred
• Credits are the primary remedy for service unavailability under this SLA
• Credits are specific to the service that experienced downtime
• Additional remedies may be available under applicable law or separate agreements

SLA does not apply to:

• Beta or preview features
• Promotional credits, free service tiers, or trial accounts
• Development environments
• Test systems
• Discontinued services
• Services provided under special promotional pricing or credits

Scenario: Customer with $100 in usage charges experiences downtime resulting in 99.5% monthly uptime

• Actual Usage Charges: $100 (for services used during uptime)
• Monthly Uptime: 99.5% (falls in 99.0% to < 99.9% range)
• Credit Percentage: 25% of usage charges
• Credit Applied: $100 × 25% = $25 to account balance
• Note: Customer did not accrue charges during the 0.5% downtime period