Service Level Agreement (SLA)

1. Overview and Scope

This Service Level Agreement (this "SLA") sets forth the performance commitments, uptime availability targets, and credit remedies 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 applies to all active enterprise customers, account holders, and subscribers (collectively, "Customers" or "you") who maintain an account in good standing. This SLA is incorporated by reference into our Terms of Use, Acceptable Use Policy (AUP), and Privacy Policy.

2. Key Definitions

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

• "Monthly Uptime Percentage" means the total number of minutes in a given calendar month minus the number of minutes of Unscheduled Service Outage in that month, divided by the total number of minutes in that month, expressed as a percentage.
• "99% Availability Commitment" means an annual service availability target allowing an aggregate maximum of no more than 8 hours of cumulative unscheduled service downtime per 12-month Service Year.
• "Unscheduled Service Outage" means a period during which a Customer's primary cloud infrastructure node, core virtual machine host, or primary network transit interface is entirely inaccessible or non-responsive to external telemetry checks, excluding Scheduled Maintenance windows or SLA Exclusions.
• "Scheduled Maintenance" means routine, periodic, or emergency maintenance performed on network hardware, hypervisors, storage clusters, or core power systems, provided Wingu Technology issues advance notice via email or portal notification.
• "Service Credit" means a dollar credit issued to an eligible Customer's active billing account, applied exclusively against future monthly recurring fees for the specific affected SLA Service.

3. Service Availability Commitment

Wingu Technology endeavors to maintain an operational infrastructure availability metric of 99% during each 12-month billing period (the "Service Year"). Our core routing infrastructure, host hypervisors, and SAN/NAS storage pools are monitored around the clock to ensure maximum stability and reliability.

4. Compensation Schedule & Service Credits

If Wingu Technology fails to meet its 99.9% Availability Commitment for a specific SLA Service during a given billing cycle, Customer shall be eligible to receive a Service Credit equal to one (1) month of standard service fees for the specific affected service, subject to the strict conditions and limitations below:

• Maximum Annual Cap: The aggregate total value of all Service Credits granted to any single Customer account shall not exceed US $5,000.00 across any rolling twelve (12) month period.
• Frequency Limitation: Service Credits under this SLA are limited to a maximum of one (1) approved credit claim per 12-month Service Year per Customer account.
• Non-Transferable: Service Credits are non-refundable, non-transferable, cannot be exchanged for cash currency, and apply strictly as account ledger credits against future recurring invoices.

5. SLA Exclusions and Limitations

This SLA and the Availability Commitment do not apply to any performance degradation, service disruption, or outage that arises out of or relates to any of the following excluded conditions:

• Scheduled Maintenance & Emergency Patches: Any planned downtime during designated maintenance windows or emergency security patching required to protect infrastructure integrity against critical zero-day vulnerabilities.
• Customer Misconfiguration & Code Errors: Outages caused by Customer's custom application code, misconfigured firewall rules, unpatched operating systems, corrupted guest OS software, or administrative error.
• Acceptable Use Policy (AUP) Violations: Suspensions, null-routings, or service blockades enacted by Wingu Technology due to Customer's breach of our AUP (including Spam, DDoS originating from tenant VMs, or malware hosting).
• Third-Party Carrier & Upstream Failures: Internet service provider (ISP) outages, localized access circuit failures, or public DNS propagation issues occurring outside Wingu Technology's immediate data center edge routers.
• Force Majeure Events: Events beyond our reasonable control, including acts of God, extreme weather events, utility grid blackouts, acts of war, civil unrest, or government restrictions.
• Account Delinquency: Accounts that are in payment default, suspended for billing reasons, or otherwise not in good financial standing at the time of the reported outage.

6. Credit Claim Request Procedure

Service Credits are not automatically applied. To receive a Service Credit under this SLA, Customer must submit a formal written claim to our administrative desk adhering to the following protocol:

1. Filing Deadline: The written credit claim must be submitted to support [at] wingutechnology [dot] com within thirty (30) calendar days following the end of the month in which the outage occurred.
2. Required Claim Documentation: The claim email must contain:
   • The subject line: SLA Credit Claim — [Account ID / Company Name].
   • The specific IP addresses, domain names, or virtual machine instances affected.
   • The exact date, start time, and end time of the verified outage.
   • Associated support ticket numbers or system logs validating the disruption.
3. Verification and Approval: Wingu Technology will evaluate the submitted telemetry logs and system audit records. If Wingu Technology confirms that an unscheduled outage occurred resulting in a failure to meet the SLA commitment, the approved Service Credit will be applied to Customer's next billing cycle.

7. Sole and Exclusive Legal Remedy

Under no circumstances shall any outage or system degradation entitle Customer to terminate an ongoing subscription contract early without cause, nor shall it form the basis for indirect, consequential, or punitive damages as further set forth in our Master Terms of Use.

8. Contact Information and SLA Inquiries

For questions regarding network performance, scheduled maintenance windows, or SLA credit processing, please contact our administrative operations desk at:

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