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# SERVICE LEVEL AGREEMENT (SLA) — ENTERPRISE TIER This Service Level Agreement ("SLA") is entered into by and between j0from ("Service Provider") and Enterprise Customer ("Client"). ### 1. Uptime Commitment & Availability - Service Provider guarantees a Monthly Uptime Percentage of not less than **99.99%** ("Uptime Target") across all core API gateways, database clusters, and orchestration services. - Scheduled maintenance windows are excluded provided at least 48 hours advance notice is issued. ### 2. Service Credit Schedule In the event Service Provider fails to meet the Uptime Target, Customer is eligible for service credits as follows: - **< 99.99% to 99.9%**: 10% monthly billing credit - **< 99.9% to 99.5%**: 25% monthly billing credit - **< 99.5%**: 50% monthly billing credit ### 3. Incident Classification & Response Times - **P1 (Critical / Outage)**: Under 15-minute response, continuous updates every 30 minutes. - **P2 (Major Degradation)**: Under 60-minute response. - **P3 (Minor Ticket)**: Under 4 business hours.