This Service Level Agreement ("SLA") is an integral part of the Jarvis Cloud X Terms of Use ("ToU"). It outlines the service availability commitments and the process for obtaining service credits in the event of service disruptions.

1. Definitions

• Availability: The percentage of successful Requests processed by Jarvis Cloud X SMTP Service within each 5-minute interval.
• Error: A Request that fails due to an internal service error.
• Force Majeure Event: Events beyond Jarvis Cloud X's control including natural disasters, war, strikes, or government actions.
• Monthly Uptime Percentage: The average Availability across all 5-minute intervals in a month.
• Request: An API call to any endpoint hosted on Jarvis Cloud X SMTP Service.
• Services: The transactional email services provided by Jarvis Cloud X SMTP Service.

2. Service Commitment

Jarvis Cloud X commits to a Monthly Uptime Percentage of at least 99.5%.

3. Service Credits

If uptime falls below 99.5%, you may be eligible for service credits:

3.1 Requesting Service Credits:

• Submit a claim within 30 days after the affected month.
• Include downtime details (dates, times, impact).

3.2 Application of Credits:

Approved credits apply to future billing. They are the exclusive remedy for SLA breaches and cannot be refunded as cash.

4. Exclusions

This SLA does not apply to downtime caused by:

• Scheduled Maintenance (with 24+ hours' notice)
• Force Majeure Events
• Customer-side issues (e.g., local equipment or software)
• Third-party services or infrastructure not controlled by Jarvis Cloud X

5. Changes to the SLA

Jarvis Cloud X reserves the right to modify this SLA at any time. Changes will be announced on our website or through direct notification. Continued use implies acceptance.

6. Contact

Jarvis Cloud X t/a Jarvis Technology Services Ltd
Company No. 14857666
124 City Road, London, England, EC1V 2NX
Email: [email protected], [email protected]