Service Level Agreement

Service Level Agreement (SLA)

Last Updated: November 2, 2025

1. Overview

This Service Level Agreement is a policy that governs the availability of xcPEP and xcPROC under the Terms of Service between Advanced Structures India Pvt. Ltd. (ASI) and the customer. Defined terms have the same meanings as in the Terms of Service. This SLA applies to paid, production subscriptions on a per account basis.

2. Service Level Commitment

2.1 Monthly Uptime Percentage

ASI will use commercially reasonable efforts to achieve a Monthly Uptime Percentage of at least 99.9 percent for each calendar month.

Monthly Uptime Percentage means:(total minutes in the month−Unscheduled Downtime minutes) / total minutes in the month×100(total minutes in the month−Unscheduled Downtime minutes) / total minutes in the month×100

Unscheduled Downtime means minutes when the core functionality of the subscribed service is unavailable for all users due to an issue within ASI systems, as confirmed by ASI monitoring and logs. For a 30 day month, 99.9 percent uptime allows about 43.8 minutes of Unscheduled Downtime.

2.2 Scope

The commitment applies separately to each subscribed service under the account. If xcPEP and xcPROC are on different subscriptions, credits apply only to the service that did not meet the commitment.

3. Service Credits

3.1 Credit Tiers

If the Monthly Uptime Percentage in a given month is below 99.9 percent, the customer is eligible for a service credit, which is the sole and exclusive remedy for failure to meet the commitment.

  • < 99.9 percent and ≥ 99.0 percent: credit requivalent to 10 percent of one month of fees for the affected service
  • < 99.0 percent and ≥ 95.0 percent: credit requivalent to 25 percent of one month of fees
  • < 95.0 percent: credit requivalent to 50 percent of one month of fees

Credits for a single month will not exceed 50 percent of that month’s fees for the affected service. Aggregate credits in a billing period will not exceed 100 percent of fees for that period.

3.2 Requesting a Credit

To receive a credit, send a request within 30 days after the month end to support@xcpep.com. Include:

  • Dates and approximate start and end times of each claimed incident
  • A brief description of impact on operations

ASI will review the request against internal monitoring and outage records. ASI records are the system of record for availability measurement. Approved credits appear on the next invoice for the affected service or are refunded if there are no future invoices. Credits are not available for trials or free plans.

3.3 Form of Credit

Credits are billing credits. They have no cash value, are not transferable, and cannot be applied to other accounts or services.

4. Exclusions

The Service Level Commitment does not apply to unavailability, suspension, or performance issues that result from:

4.1 Scheduled and Emergency Maintenance

  • Scheduled maintenance windows announced at least 24 hours in advance by in service notice or email. ASI schedules maintenance during low usage periods and aims to keep total scheduled maintenance to no more than 4 hours per month.
  • Emergency maintenance performed to address critical issues. ASI will provide notice as soon as practicable.

4.2 Customer Responsibility

Issues caused by the customer’s networks, equipment, software, internet connectivity, or configuration, including use of unsupported configurations, unapproved modifications, or third party components integrated by the customer.

4.3 Force Majeure

Events outside ASI reasonable control, including distributed denial of service attacks, large scale internet outages, labor actions, fires, floods, earthquakes, acts of God, war, terrorism, and government actions.

4.4 Third Party Services

Failures of third party services or external application programming interfaces not provided by ASI that the customer chooses to use with the services.

4.5 Free, Trial, Beta, or Sandbox Use

Instances provided on a free, trial, beta, evaluation, or sandbox basis. These are provided as is with no uptime commitment and no eligibility for credits.

4.6 Very Short Incidents

Single incidents shorter than 2 minutes may be excluded as transient network events. Repeated short incidents may be aggregated at ASI discretion if evidence shows material unavailability.

ASI will make the final determination, acting reasonably and based on evidence, whether an event counts as Unscheduled Downtime or is excluded.

5. Examples

For a 30 day month there are 43,200 total minutes.

  • If Unscheduled Downtime totals 120 minutes, uptime is (43,200−120)/43,200=99.72%(43,200−120)/43,200=99.72%. This qualifies for a 10 percent credit.
  • If Unscheduled Downtime totals 500 minutes, uptime is about 98.84 percent, which qualifies for a 25 percentcredit.
  • If Unscheduled Downtime totals 2,500 minutes, uptime is about 94.21 percent, which qualifies for a 50 percentcredit.

These examples assume the downtime is not excluded and the customer submits a timely request.

6. Reporting and Communication

  • Open or ongoing availability incidents and support requests should be sent to support@xcpep.com.
  • Security incidents and vulnerability reports should be sent to infosec@xcpep.com.

7. Exclusive Remedy and Changes

Service credits under this SLA are the customer’s sole and exclusive remedy for unavailability or performance degradation. This SLA is subject to the Terms of Service at tos.xcpep.com. ASI may update this SLA consistent with the amendment process in the Terms of Service, and will not retroactively reduce the Service Level Commitment for periods already prepaid.