Service Level Agreement (SLA) – EZSCALE Hosting, LLC

1. Service Availability

1.1 EZSCALE Hosting, LLC (referred to as “EZSCALE”) agrees to make its best efforts to ensure a minimum service availability of 99.9%.

1.2 Service availability is calculated on a monthly basis and defined as the total minutes in a month minus the downtime minutes, divided by the total minutes in a month.

1.3 Downtime is defined as any period during which the hosting services are unavailable, excluding scheduled maintenance.

2. Scheduled Maintenance

2.1 EZSCALE may conduct scheduled maintenance activities to enhance and maintain the infrastructure. EZSCALE shall provide advance notice of such maintenance activities to the clients via email or through the client portal.

2.2 Scheduled maintenance shall be performed during off-peak hours, and EZSCALE will make reasonable efforts to minimize any impact on service availability.

3. Service Credits

3.1 In the event that EZSCALE fails to meet the 99.9% uptime guarantee in a given month, clients may be eligible for service credits as follows:

• • • 99.5% to 99.8% uptime: 5% service credit
    • 99.0% to 99.4% uptime: 10% service credit
    • Below 99.0% uptime: 20% service credit

3.2 Service credits will be applied to the client’s account for the month following the month in which the service level was not met.

4. Exclusions

4.1 The following events are excluded from the calculation of downtime:

• • • Scheduled maintenance activities
    • Downtime caused by client actions or omissions
    • Force majeure events, including but not limited to natural disasters, acts of terrorism, and government actions.

5. Reporting Downtime

5.1 Clients shall report any downtime to EZSCALE promptly through the designated support channels.

6. Review and Amendment

6.1 This SLA may be reviewed and amended by EZSCALE as necessary. Clients will be notified of any changes in advance.

7. Governing Law

7.1 This SLA shall be governed by and construed in accordance with the laws of the State of Georgia, United States of America, without regard to its conflict of laws principles.

8. Contact Information

8.1 For any inquiries or notices related to this SLA, clients may contact EZSCALE Hosting, LLC at ezscale.support or by email [email protected].

By agreeing to use the services provided by EZSCALE Hosting, LLC, clients acknowledge and accept the terms outlined in this SLA.

Effective Date: January 1st, 2023