SERVICE LEVEL AGREEMENT

Service Level Agreement

INNORIX provides a monthly availability standard for eligible INNORIX-managed Cloud services.

This SLA forms part of the applicable INNORIX Terms, Customer Agreement, or Order Form. If a customer-specific Order Form specifies separate SLA terms, those terms take precedence.

99.9% Monthly Uptime Commitment

For eligible INNORIX-managed Cloud services, INNORIX provides each month:

99.9% Monthly Uptime

INNORIX will use commercially reasonable efforts to meet this commitment.

The SLA applies to services directly operated and controlled by INNORIX.

Covered Services

The SLA applies to the following core Cloud services managed by INNORIX.

INNORIX Cloud Control Plane
Web Console
Core Service APIs
Authentication services operated by INNORIX
Device coordination services operated by INNORIX
Policy and orchestration services operated by INNORIX

The actual service configuration used may vary depending on the customer's deployment model.

What Is Not Covered

The availability of infrastructure not operated or controlled by INNORIX is not covered by this SLA.

For example, the following are the responsibility of the customer or the applicable service provider.

Customer servers
Workstations
Virtual machines
Kubernetes infrastructure
Customer storage
Customer cloud accounts
Customer databases
Customer LAN or WAN
Internet connectivity
VPN
MPLS
AWS Direct Connect
Azure ExpressRoute
Firewalls
Customer DNS
Customer security appliances
Third-party applications and integrations

Failures of these systems are not counted as INNORIX Cloud Downtime.

Direct Transfer and Service Availability

INNORIX is designed to transfer files directly between connected devices in supported configurations.

Therefore, a temporary failure of an INNORIX Cloud component does not necessarily mean that all device-to-device data transfer paths are interrupted.

Conversely, a network failure between two customer-managed devices does not mean that INNORIX Cloud has failed.

The SLA is measured based on the Covered Services defined in this document, not individual customer network paths.

Monthly Uptime Percentage

Monthly Uptime Percentage is calculated by excluding the time during which the SLA-covered service was unavailable from the total time in the applicable month.

Monthly Uptime Percentage

=
(Total Minutes in the Month − Unavailable Minutes) ÷ Total Minutes in the Month × 100

Time excluded from the SLA is not included in Unavailable Minutes.

When a Service Is Unavailable

A Covered Service may be considered Unavailable when its core functionality is materially unusable due to a failure of INNORIX-managed Infrastructure.

Temporary delays or degraded performance of some non-core functionality may not be considered full Service Downtime.

Availability is determined based on INNORIX service monitoring and incident records.

Partial Service Impact

Only some functionality of the INNORIX Platform may be affected.

For example:

The Web Console has an issue while the API continues to operate normally
Some API requests are delayed while existing transfers continue
Notification functionality has an issue while file transfers continue to operate normally

In these situations, SLA impact is determined based on the Covered Service actually affected and the scope of that impact.

Scheduled Maintenance

Scheduled maintenance announced in advance is not included in SLA Downtime.

Scheduled maintenance may include the following.

Infrastructure upgrades
Security updates
Database maintenance
Network changes
Platform upgrades
Reliability improvements

INNORIX performs maintenance in a manner intended to minimize customer impact where possible.

Emergency Maintenance

When emergency maintenance is required to protect service security, data, or stability, maintenance may be performed without the usual advance-notice process.

Examples include the following.

Critical security vulnerability
Immediate service protection
Risk of data loss
Infrastructure recovery
Urgent reliability issue

Reasonably necessary emergency maintenance is excluded from SLA Downtime.

SLA Exclusions

Service interruptions caused by the following are not included in SLA Downtime.

Customer-controlled systems

Customer hardware failure
Customer operating system failure
Customer network outage
Firewall configuration
Invalid credentials
Customer application failure
Customer resource exhaustion
Customer configuration error

Third-party infrastructure

Public Internet failures
Customer cloud provider failures
ISP failures
Customer-selected DNS services
Customer-selected integrations
Customer-managed storage services

Customer actions

Unsupported configuration
Unauthorized modification
Misconfiguration
Failure to follow published requirements
Customer-initiated actions causing service interruption

Other circumstances

Force majeure
Government actions
widespread Internet disruptions
large-scale external attacks outside INNORIX's reasonable control
Beta or Preview features
Developer or free services
Partner Demo environments

Developer and Free Services

The availability commitment in this SLA does not apply to Developer or free services.

These services are provided for development, testing, and evaluation purposes.

On-Premises Deployments

The INNORIX Cloud 99.9% Uptime Commitment does not apply to On-Premises Infrastructure operated directly by the customer.

INNORIX may provide supported Software, updates, and technical support for On-Premises environments, but availability of the following elements remains within the customer's management scope.

Servers
Operating systems
Databases
Networks
Storage
Load balancers
Customer-managed infrastructure

If a separate Managed Service under which INNORIX directly operates that Infrastructure is contracted, the terms of the applicable Order Form apply.

Hybrid Deployments

In Hybrid environments, this SLA applies only to Covered Services directly managed by INNORIX.

Customer-managed On-Premises, Cloud, Network, and Storage configurations are not included in this SLA's availability calculation.

Air-Gapped Deployments

Air-Gapped environments operate differently from standard INNORIX Cloud services.

This SLA's Cloud Uptime Commitment does not apply to Air-Gapped Infrastructure operated directly by the customer.

Support or separate operating terms for Air-Gapped environments are governed by the applicable agreement or Order Form.

High Availability

Enterprise environments may use HA-ready Architecture in supported configurations.

HA-ready Software and actual Infrastructure operation are separate concepts.

In customer-managed environments, the customer may directly configure and operate the following Infrastructure.

Servers
Databases
Load balancers
Storage
Networks

If INNORIX directly manages this Infrastructure, the scope of management is defined in a separate agreement.

Service Credits

If monthly availability falls below 99.9%, eligible customers may request a Service Credit according to the following criteria.

Monthly Uptime Percentage	Service Credit
99.9% or higher	None
99.0% or higher but below 99.9%	10%
95.0% or higher but below 99.0%	25%
Below 95.0%	50%

Service Credit is calculated based on the monthly Subscription Fee attributable to the affected Covered Service.

Maximum Service Credit

The total Service Credit available for a month will not exceed:

Maximum 50%

of the applicable monthly Subscription Fee for the affected Covered Service.

How Service Credits Are Applied

Service Credit is generally provided as a Credit applied to a future Invoice.

Service Credit:

Does not constitute a cash payment
Cannot be transferred to another customer
Has no separate cash value
Does not modify historical Usage records

If there is no future Invoice, it may be handled in an appropriate manner according to the applicable agreement.

Annual Subscriptions

If an Annual Subscription is prepaid, the monthly equivalent of the annual Subscription Fee is used to calculate Service Credit.

For example, if the applicable annual Subscription Fee is $120,000, the monthly equivalent is $10,000.

If a 10% Service Credit applies for that month, the Credit is $1,000.

Usage-Based Charges

Service Credit generally applies to the eligible Subscription Fee.

It generally does not apply to Usage-based Charges such as the following.

Additional Devices
Traffic Overage
Managed Relay usage
Other consumption-based charges

Actual Usage is calculated separately according to standard Metering rules.

Usage During an Incident

A service incident does not cause failed data or duplicate Retry Traffic to be additionally billed.

INNORIX Usage Metering is based on actual Payload successfully delivered.

The following are excluded from standard Billable Traffic.

Duplicate retry traffic
Protocol overhead
Control traffic
Metadata

For partially successful transfers, only the Payload actually delivered successfully may be included in Usage.

SLA Credit and Usage Metering are separate policies.

Requesting a Service Credit

To request a Service Credit, the request must be submitted after the end of the month in which the applicable incident occurred, within:

30 days

The request should include the following information where available.

Customer organization
affected service
incident date and approximate time
description of impact
relevant Run, Request or Incident ID

INNORIX reviews requests based on service monitoring and incident records.

Eligibility

To receive a Service Credit, the following conditions must be met.

The customer must use a paid Subscription covered by the SLA
The affected service must be a Covered Service
The incident must not fall under an SLA Exclusion
The Credit must be requested within the specified period

If a customer-specific Order Form contains separate terms, those terms take precedence.

Status Page

The current status of INNORIX-managed services, ongoing incidents, and planned maintenance can be viewed on the Status page.

View Status

The Status page is an informational page intended to provide transparency into operational status.

Final SLA determinations are based on INNORIX's actual Monitoring and Incident records.

Incident Updates

In the event of a material service incident, INNORIX may provide updates using the following statuses as appropriate.

Investigating
Identified
Monitoring
Resolved

Updates are provided through the Status page or relevant service notifications.

Security Incidents

Notification and response obligations for privacy or security incidents are governed separately from this SLA by applicable law and applicable data protection documents.

View DPA

Security

Information about INNORIX's security architecture, data protection, Access Control, Audit, and operational security is available on the Security page.

View Security

Support

This SLA defines service availability.

Technical support channels, support scope, and separate Support Response terms are governed by the applicable Subscription or customer agreement.

Third-Party Services

When a customer uses AWS, Microsoft Azure, Google Cloud, telecommunications providers, Storage Providers, or other Third-party Services, the applicable Provider's availability terms apply separately.

INNORIX does not guarantee the SLA of Third-party Providers selected or operated directly by the customer.

Beta and Preview Features

Unless otherwise stated, this SLA does not apply to Beta, Preview, Experimental, or Early Access features.

Customer-specific SLA

An Enterprise customer's Order Form may include separate terms such as the following.

Higher availability commitment
Different Covered Services
Different Service Credit levels
Managed Infrastructure commitments

If an Order Form specifies terms that differ from this SLA, the Order Form terms take precedence for that customer.

Related Resources

Status
Current service availability, incidents and maintenance.

Security
Security architecture and operational safeguards.

DPA
Personal data processing and data protection terms.

Terms
General service and subscription terms.