SERVICE LEVEL AGREEMENT

Effective Date: April 1, 2026 Last Updated: April 1, 2026

This SLA supplements the Master Intelligence Agreement. Where the two conflict, the Master Intelligence Agreement controls. This SLA applies to paid-tier Subscriptions only; free-tier Subscriptions receive best-effort service with no SLA commitments. Arccore LLC is located at 8 The Green, Suite G, Dover, DE 19901, United States.

1. DEFINITIONS

• "Uptime" — percentage of minutes in a calendar month the dashboard and Signal delivery systems are accessible, excluding Scheduled Maintenance and Excused Downtime.
• "Downtime" — minutes the platform is inaccessible, excluding Scheduled Maintenance and Excused Downtime.
• "Scheduled Maintenance" — planned work announced at least 24 hours in advance via email and status page.
• "Excused Downtime" — outages caused by: (a) Force Majeure Events as defined in MIA §1.10; (b) Client's own configuration errors or third-party endpoint failures; (c) third-party infrastructure failures outside our control (e.g., AWS, Cloudflare, Slack outages); or (d) emergency security patches. Excused Downtime expressly excludes routine URL changes, page restructuring, or formatting updates by Covered Platforms — these are within our operational responsibility to accommodate through commercially reasonable monitoring adaptations.
• "Signal Delivery Target" — target timeframe from our confirmed internal identification of a Material Policy Change to delivery of the corresponding Signal.
• "Service Credit" — pro-rata credit applied to Client's next invoice, not redeemable for cash.
• "Business Hours" — 9 AM–6 PM ET, Monday–Friday, excluding U.S. federal holidays.

2. UPTIME COMMITMENT

2.1. Target: 98.0% per calendar month, excluding Scheduled Maintenance and Excused Downtime.

2.2. Formula: ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100.

2.3. Logs: We maintain uptime logs available upon written request to support@platformpolicy.com.

3. SIGNAL DELIVERY

3.1. Target: within 12 hours of our confirmed internal identification of a Material Policy Change. Total elapsed time from a platform's original publication may exceed 12 hours based on monitoring check cadence. This is a target, not a binding guarantee.

3.2. Limitations: Delays may result from off-hours publication, simultaneous multi-platform changes, delivery infrastructure issues, changes in non-standard formats, and Force Majeure Events. We do not guarantee detection of every change, particularly silent updates made through non-public channels.

3.3. Client Endpoints: You are solely responsible for maintaining current, functional delivery endpoints. We are not liable for bounced emails, misconfigured webhooks, or Slack integration failures attributable to your workspace settings.

4. SERVICE CREDITS

4.1. Eligibility: Submit a written credit request to support@platformpolicy.com within 15 days after the affected calendar month ends. Account must be in good standing with no overdue payments.

4.2. Uptime Credits:

4.3. Signal Delivery Credit: If a Covered Platform publishes a confirmed Material Policy Change AND we fail to deliver a Signal within our 12-hour Signal Delivery Target (Section 3.1) solely due to our own internal system failure (excluding all Excused Downtime, client-side endpoint failures, and off-hours check cadence delays), and a Material Policy Change actually occurred, and such failure persists for more than 12 hours beyond the target delivery window, you may request a credit equal to 35% of your monthly fee, subject to timely written request with documentation.

4.4. Credits apply to your next invoice. Not redeemable for cash. Credits have no value if you cancel before they are applied.

4.5. Aggregate Cap: Our total SLA credit liability in any single calendar month shall not exceed 50% of your monthly fee for that month. This does not expand the overall liability cap in MIA §7.2.

4.6. Sole Remedy: Service Credits are your sole and exclusive remedy for SLA shortfalls, except that nothing in this Section limits your right to terminate under MIA §8.2.

5. SUPPORT

5.1. Contacts: support@platformpolicy.com (operational); legal@platformpolicy.com (legal matters).

5.2. Response Targets:

5.3. Support provides operational assistance only. We do not provide legal interpretation of Signals or compliance guidance through support channels.

6. MAINTENANCE

6.1. Scheduled: at least 24 hours' advance notice via email and status page.

6.2. Timing: we schedule maintenance on weekends or between midnight and 6 AM ET where possible.

6.3. Emergency: security patches may be applied without advance notice. We will notify you within 24 hours of any emergency maintenance exceeding 30 minutes of impact.

7. LIMITATIONS

7.1. This SLA does not cover Signal accuracy or enforcement relevance — see Risk Intelligence Disclaimer (Document 2).

7.2. Coverage depends on Covered Platforms keeping their policy documentation publicly accessible.

7.3. Force Majeure Events as defined in MIA §1.10 are excluded from all SLA calculations.

8. CHANGES

We will provide 14 days' written notice before SLA modifications take effect. Continued use after the effective date constitutes acceptance.

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Contact: Support: support@platformpolicy.com | Legal: legal@platformpolicy.com | Arccore LLC, 8 The Green, Suite G, Dover, DE 19901, United States