Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") is a policy governing the use of Tenzix hosting services ("Services") under the terms of the Terms of Service between Tenzix ("Tenzix," "we," "us," or "our") and users of Tenzix's services ("you" or "Customer"). This SLA applies separately to each account using Tenzix services.

2. Service Commitment

Tenzix will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Service Commitment"). Subject to the SLA Exclusions, if we do not meet the Service Commitment, you will be eligible to receive a Service Credit.

3. Definitions

• "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the Services were Unavailable.
• "Unavailable" means that all connection requests to your server fail during a one-minute period.
• "Service Credit" is a credit calculated as a percentage of the total charges paid by you for the affected service for the monthly billing cycle in which the Unavailability occurred.

4. Service Credits

Service Credits are calculated as a percentage of the total monthly service fees:

5. Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by opening a support ticket within thirty (30) days of the incident. Your claim must include:

• The words "SLA Credit Request" in the subject line
• The dates and times of each Unavailability incident
• The affected server or service identifiers
• Your request logs documenting the errors (if available)

If we confirm the Monthly Uptime Percentage was less than the Service Commitment, we will issue the Service Credit to your account within one billing cycle. Service Credits are not refundable and can only be used toward future billing charges.

6. SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Services, or any other performance issues:

• Caused by factors outside of our reasonable control, including force majeure events, Internet access problems, or problems beyond the demarcation point of the Tenzix network
• That result from any actions or inactions of you or any third party
• That result from your equipment, software or other technology
• Arising from suspension or termination of your right to use the Services in accordance with the Terms of Service
• Caused by scheduled maintenance communicated in advance
• Caused by DDoS attacks or other malicious activity targeting your services

7. Maximum Credit

The maximum total Service Credit for any monthly billing cycle shall not exceed 50% of your monthly service fees. Service Credits may not be transferred or applied to any other account.

8. Modifications

Tenzix reserves the right to modify this SLA at any time. Changes will be posted on our website and will become effective upon posting. Your continued use of the Services after any modifications constitutes your acceptance of the revised SLA.

9. Contact Information

For SLA-related inquiries or to submit a credit request: