Service Level Agreement

Effective date: 2026-05-23

Cognethics LLC

This Service Level Agreement ("SLA") sets out the uptime commitments Cognethics LLC ("Cognethics") makes to customers on paid tiers of the Cognethics platform (the "Service"). The SLA forms part of the Agreement between Cognethics and the customer and is incorporated by reference. In the event of a conflict between this SLA and the Agreement, the Agreement prevails.

1. Definitions

• Monthly Uptime Percentage — the total number of minutes in a calendar month minus Downtime minutes, divided by the total number of minutes in that calendar month, expressed as a percentage.
• Downtime — minutes during which a properly formed request to the production REST API or MCP API for the Customer's tenant returns a 5xx error or fails to respond within 60 seconds, excluding the Exclusions in Section 6. Downtime is measured at the platform level (not per-endpoint) and is determined from Cognethics's monitoring and the status page at status.cognethics.com.
• Scheduled Maintenance — maintenance windows announced at least 7 days in advance via the status page and an email notification to the address on file for the Customer's tenant administrator.
• Service Credit — a credit applied to the Customer's next invoice, calculated as a percentage of the monthly subscription fees paid for the affected tier in the month in which the Downtime occurred.

2. Uptime Targets

The Developer Sandbox and Team tiers are intended for evaluation and small-team use. Workloads that require an uptime commitment must be on the Business or Enterprise tier.

3. Service Credits (Business and Enterprise)

If the Monthly Uptime Percentage for the Customer's tier falls below the target in Section 2, the Customer is entitled to the following Service Credit, calculated against the monthly subscription fees paid for that tier:

Service Credits are the Customer's sole and exclusive remedy for any failure of the Service to meet the uptime target. The total Service Credit issued in any calendar month will not exceed 100% of the Customer's monthly subscription fees for the affected tier. Service Credits are applied to the next invoice and are not refundable in cash.

4. Claims Process

To claim a Service Credit, the Customer must submit a written claim through the contact form in the Contact section within 30 days of the end of the calendar month in which the Downtime occurred. The claim must include:

• The Customer's tenant identifier
• The dates and times of the Downtime
• A reference to the related incident on status.cognethics.com, if posted
• Any logs, error messages, or other evidence supporting the claim

Cognethics will acknowledge claims within 5 business days and resolve them within 30 days. Credits are calculated using Cognethics's monitoring data and the status page incident record.

5. Status Page and Notifications

Cognethics publishes operational status, incident notifications, and post-incident analysis at status.cognethics.com. Customers should subscribe to status-page notifications for the most timely incident information.

Scheduled Maintenance windows are announced at least 7 days in advance via the status page and an email notification to the tenant administrator on file. Emergency maintenance — required to address an active security threat or to prevent imminent data loss — may be performed with less notice; in that case, Cognethics will notify customers as soon as reasonably practicable.

6. Exclusions

Downtime does not include any period of unavailability resulting from:

• Scheduled Maintenance announced in accordance with Section 5
• Emergency maintenance required to address a security threat or imminent data loss
• Force majeure events: natural disasters, war, terrorism, civil unrest, government action, or labor disputes beyond Cognethics's reasonable control
• Failures of internet, telecommunications, or third-party network services outside Cognethics's reasonable control
• Failures of third-party identity providers (Okta, Azure AD, Auth0, Google Workspace, or other SAML/OIDC providers configured by the Customer) — Cognethics's authentication endpoints remain available; the IdP failure is what blocks sign-in
• Customer-caused outages, including misconfiguration, exceeded quotas, exceeded rate limits, exhaustion of the Customer's billing capacity, or use of the Service outside the scope of the Agreement
• Suspension or termination for breach of the Agreement
• Beta or preview features, which are explicitly excluded from the uptime commitment until they are promoted to general availability

7. Tier-Specific Provisions

Business tier. The 99.9% target applies to the production REST and MCP API. The operator console UI, batch-processing endpoints, and asynchronous jobs are best-effort under the Business tier.

Enterprise tier. Enterprise availability is negotiated per Order Form and can cover the production REST and MCP API, the operator console UI, and any endpoints explicitly enumerated on the Order Form. Enterprise customers may negotiate (a) the monthly uptime target, (b) custom availability windows, (c) per-region uptime measurement, (d) dedicated infrastructure, and (e) a higher service-credit cap, in the Order Form. Enterprise customers also receive 24/7 incident-response paging through a dedicated communication channel.

8. Support Response Targets

Support response targets are independent of the uptime SLA. Targets by tier:

Support requests can be submitted through the in-product support channel (Business and Enterprise) or through the dedicated Enterprise channel agreed in the Order Form.

9. Reporting

For Business and Enterprise customers, Cognethics publishes:

• The current Monthly Uptime Percentage on the operator console under Trust → Uptime
• A monthly uptime summary email to the tenant administrator on file, sent within 5 business days of month-end
• Post-incident analyses for Severity 1 incidents within 5 business days of incident closure

10. Contact

For Service Credit claims, SLA inquiries, support, or security incidents, contact us through the form below and select the matching topic. For live operational status, see the status page at status.cognethics.com.

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