Service Level Agreement

Last Updated: February 20, 2025

UnleashX Technologies Private Limited ("UnleashX") provides a 99.9% uptime commitment for active customers on our Enterprise and Enterprise Scale plans (and certain Business plan customers who have agreed to UnleashX's Master Subscription Agreement), subject to the terms below.

Uptime Commitment

UnleashX will provide Uptime equal to at least 99.9% of the total time in each calendar month, as measured by UnleashX (the "Uptime Commitment"). "Uptime" means the total time, in minutes, during the relevant calendar month less the Downtime during that calendar month. We measure Uptime using server monitoring software, which monitors, among other things, server-side success and error rates, client-side success and error rates, and the overall volume of server requests (including both requests from UnleashX's clients and public API requests).

Downtime

"Downtime" means the time, in minutes, that the applicable Services are not generally accessible and available, excluding inaccessibility or unavailability due to (a) the Customer's or the Customer's Permitted Users' acts or omissions, (b) the Customer's or the Customer's Permitted Users' and/or third-party equipment, software, or other technology (other than third-party equipment within UnleashX's direct control), (c) the Customer's or the Customer's Permitted User-supplied integrations or API customizations that interfere with the operation of the Services, (d) slowness or other performance issues with UnleashX Product features, (e) Internet outages, or computer or telecommunications failures or delays, (f) Force Majeure Events, (g) scheduled maintenance disclosed with at least 24 hours' notice, (h) hacking or virus attacks, or (i) reasonable emergency maintenance.

Third-party outages

Outages, delays or service degradation caused by third-party providers outside UnleashX's direct control are excluded from Downtime and from service-impact calculations under this SLA. This includes cloud infrastructure, AI model providers, telecom carriers, internet providers, payment gateways and external applications or APIs, whether connected by UnleashX or the Customer.

These third-party disruptions do not count as a breach of the Uptime Commitment, do not qualify for Service Credits and do not create liability for UnleashX under this SLA, except where applicable law requires otherwise. The exclusion applies only to the portion of an incident attributable to the third-party disruption; it does not exclude a separate failure caused by UnleashX. Providing support or coordinating with a third-party provider does not make UnleashX responsible for that provider's availability or restoration time.

Service Credits

If the Uptime Commitment is not met during a calendar month, eligible Enterprise plan Customers may request a service credit ("Service Credit") of up to ten percent (10%) of the fees actually paid for the affected Services for that month. Total Service Credits for that month cannot exceed this 10% cap, regardless of the number of incidents or claims. For prepaid subscriptions covering multiple months, the payment is allocated proportionally to the affected month. Customers must report the failure and request the credit as described below.

To request a Service Credit, Customers must send an email to UnleashX at grievances@unleashx.in within thirty (30) days of the end of the month in which the Uptime Commitment was not met. The Customer must include either its account ID or registered email address, and the previously reported dates and times when there was Downtime.

If UnleashX confirms that a Customer is eligible for a Service Credit, UnleashX will issue a credit to the Customer's account within thirty (30) days. Service Credits are not refunds, cannot be exchanged into a cash amount, and may only be used against future billing charges. The Service Credits shall be the Customer's sole and exclusive remedy, and UnleashX's sole and exclusive liability, for any failure by UnleashX to meet the Uptime Commitment.

Data Center Locations

Hosting and data-location commitments are described in our Information Security Standards and any applicable signed Order Form or Data Processing Agreement. Being an international customer does not automatically place your data in your own country. Confirm any required hosting region with UnleashX before sending data.

Scheduled Maintenance

UnleashX performs scheduled maintenance during off-peak hours, typically between 01:00 and 05:00 Indian Standard Time (IST, UTC+05:30), to minimize service disruption. All scheduled maintenance will be communicated at least 24 hours in advance through email notifications to designated technical contacts and through announcements on our Status Page.

Incident Response Time

UnleashX is committed to responding promptly to service disruptions. Our incident response times are as follows:

• Critical Incidents (service unavailable): Initial response within 30 minutes, with updates every hour until resolution
• Major Incidents (significant impairment): Initial response within 1 hour, with updates every 2 hours until resolution
• Minor Incidents (limited impact): Initial response within 4 hours, with updates as necessary until resolution

Monitoring and Reporting

UnleashX continuously monitors our services using both automated systems and manual checks. Customers can access real-time service status information at any time through our Status Page. Additionally, Enterprise and Enterprise Scale customers receive:

1. Monthly uptime reports delivered to designated contacts
2. Access to a dedicated dashboard showing historical performance metrics
3. Automated notifications of incidents affecting their specific workspaces

Regulatory Compliance

This SLA applies to eligible customers regardless of their country, subject to their agreement with UnleashX. Nothing in this SLA excludes rights or remedies that applicable law does not allow the parties to waive. Customer-specific service commitments must be agreed in writing.

Definitions

Capitalized terms not defined here have the meanings given in UnleashX's Master Subscription Agreement (the "MSA"). References to "Services" include "UnleashX Products" or the equivalent term in the MSA.

Updates

We may update this SLA. We will email customers at least 30 days before material changes take effect. Please check this page for updates.