Service Level Agreement (SLA)

1. Overview, Operational Objectives, and Scope

This Service Level Policy (this "SLA") describes the general service objectives, maintenance practices, and support frameworks provided by Wingu Technology LLC, a Florida limited liability company ("Wingu Technology", "we", "us", or "our"), in connection with our cloud infrastructure, multi-tenant virtual environments, managed endpoints, and network services (collectively, the "SLA Services").

This SLA is intended solely as an operational guideline reflecting our standard commercial practices. THIS SLA DOES NOT CONSTITUTE A GUARANTEE, EXPRESS OR IMPLIED WARRANTY, OR CONTRACTUAL COMMITMENT OF UNINTERRUPTED AVAILABILITY OR SPECIFIC RESPONSE TIMEFRAMES. This SLA is fully incorporated by reference into our Terms of Use, Master Services Agreement, Acceptable Use Policy (AUP), and Privacy Policy.

2. Key Definitions

For the purposes of this SLA, the following terms shall have the meanings specified below:

• "Commercially Reasonable Efforts" means the standard of commercial diligence, care, and operational practice customary in the managed cloud and infrastructure services industry for small and mid-sized enterprises.
• "Service Target" means a non-binding operational goal regarding infrastructure availability or support responsiveness that Wingu Technology strives to achieve under normal operating conditions.
• "Unscheduled Outage" means an unexpected event during which a Customer's primary virtual host or core transit network is non-responsive to telemetry checks, excluding Maintenance Windows, upstream vendor outages, or Force Majeure events.
• "Maintenance Window" means periodic, routine, or emergency service windows during which Wingu Technology or its upstream data center partners perform updates, hardware replacements, software upgrades, or network optimizations.
• "Discretionary Courtesy Credit" means a billing adjustments or credit that Wingu Technology may, in its sole and absolute discretion, elect to apply to a Customer's account following a prolonged, verified operational failure.

3. Operational Targets and Maintenance Standards

Wingu Technology uses Commercially Reasonable Efforts to maintain continuous availability and system integrity across our hosted environments. However, Customer explicitly acknowledges that complex IT infrastructure, public telecommunications routes, and cloud environments are inherently susceptible to unexpected downtime, software bugs, hardware degradation, and external cyber threats.

Target operational availability and technical support response guidelines are targets only. Wingu Technology does not warrant or guarantee that services will be uninterrupted, error-free, or that technical support tickets will be answered or resolved within any specific timeframe.

4. Scheduled and Emergency Maintenance

To ensure system health, security, and performance, infrastructure elements require routine and emergency servicing:

• Scheduled Maintenance: We endeavor to provide advance notification via email or administrative portal for major updates expected to cause service interruption. Routine maintenance is typically scheduled during off-peak hours where practical.
• Emergency Maintenance: Wingu Technology reserves the right to execute immediate emergency maintenance without prior notice to address critical security threats, zero-day vulnerabilities, active DDoS attacks, hardware failures, or data loss risks. Emergency downtime shall under no circumstances constitute a breach of this agreement.

5. Scope of Limitations and Service Exclusions

Wingu Technology accepts no liability or responsibility for service degradation, operational latency, or service interruptions caused by or resulting from any of the following conditions:

• Customer Code, Applications, & Configurations: Software bugs, database corruptions, misconfigured firewalls, unpatched guest operating systems, resource exhaustion, or administrative mistakes initiated by Customer or its authorized users.
• Third-Party & Upstream Dependencies: Outages, fiber cuts, transit degradations, or routing failures originating from public Internet Service Providers (ISPs), domain registrars, external DNS providers, or tier-1 network carriers outside our immediate control.
• Security Incident Mitigation: Defensive measures, null-routing, or IP blockades enacted by Wingu Technology to mitigate distributed denial-of-service (DDoS) attacks, malware propagation, or unauthorized network intrusions.
• Acceptable Use Violations: Account suspensions, port blocks, or service terminations triggered by Customer's violation of our Acceptable Use Policy (AUP) or non-payment of invoices.
• Force Majeure & Infrastructure Disruption: Acts of God, severe weather, regional power grid failures, physical data center utility disruptions, sabotage, acts of war, civil emergency, or governmental orders.

6. Discretionary Support Remedies & Courtesy Enquiries

Because Wingu Technology does not offer fixed monetary guarantees or automatic credit schedules under this SLA, any billing adjustment for unexpected, prolonged service interruptions shall be evaluated strictly on a case-by-case basis:

1. Inquiry Protocol: If Customer experiences a significant service degradation, Customer may submit a courtesy inquiry to support [at] wingutechnology [dot] com within fourteen (14) calendar days of the event.
2. Submission Content: Inquiries should include the affected IP addresses, instance identifiers, approximate duration of the event, and any relevant error logs or support ticket references.
3. Discretionary Review: Wingu Technology will review network logs and system telemetry in good faith. Any approval of a Discretionary Courtesy Credit shall remain in Wingu Technology's sole, unappealable discretion and shall not establish a binding precedent or ongoing entitlement for future events.

7. Disclaimer of Warranties and Limitation of Liability

Customer's sole operational recourse in the event of persistent service dissatisfaction is the cancellation and non-renewal of the applicable subscription services in accordance with our Master Terms of Use.

8. Contact Information and Inquiries

For questions regarding infrastructure management, scheduled service windows, or administrative support, please contact our operational desk at:

Wingu Technology LLC — Infrastructure Operations Desk
Wesley Chapel, Florida, USA
Email: support [at] wingutechnology [dot] com
Website: www.wingutechnology.com