Version 1
Service Level Agreement (SLA)

1. Definitions

• "Covered Services"
  The services that are covered by this SLA. This includes:
  
  • The Corporate Framework (*.corporate.app).
  • The Corporate Framework API (api.*.corporate.app).
  • The Corporate IdP (idp.corporate.net).
  • The Developer Hub (developers.corporate.net).
  • The Partner Portal (partners.corporate.net).
  • The Support Portal (support.corporate.net).
• "Uptime"
  The percentage of time in a given calendar month that the Covered Services are available and functioning correctly.
• "Downtime"
  The total number of minutes in a given calendar month during which a Covered Service is unavailable. Downtime does not include events under "Exclusions" (see section 4).
• "Service Credit"
  A credit in percent of the monthly license fee that may be granted to the Customer if the Uptime commitment is not met.
• "Support Response Time"
  The time from when a support ticket is correctly created in our Support Portal until a qualified support engineer begins working on the issue and sends the first meaningful response.
• "Business Hours"
  Monday to Friday, 08:00 - 17:00 CST, excluding Canadian public holidays.

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2. Service Levels - Uptime

2.1. Uptime Commitment

Corporate commits to a monthly Uptime of 99.9% for the Covered Services.

Uptime is calculated as follows:

((Total minutes in month - Downtime in minutes) / Total minutes in month) * 100

2.2. Service Credit for Downtime

If the monthly Uptime for a Covered Service drops below 99.9%, the Customer is eligible to request a Service Credit according to the table below.

Monthly Uptime	Service Credit (% of monthly license fee)
Less than 99.9%	10%
Less than 99.5%	25%
Less than 99.0%	50%

Service Credit is the sole and exclusive remedy for any failure to meet the Uptime Commitment.

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3. Service Levels - Support

Support is provided to Customers and Certified Developers via our Support Portal. Tickets are prioritized by severity.

3.1. Priority Levels

• 🔴 P1 - Critical

  Complete system unavailability, or a business-critical core function is down for all users.

• 🟠 P2 - High

  A major feature is unavailable or severely degraded, but a temporary workaround exists.

• 🟡 P3 - Normal

  General questions, minor errors, or inquiries with no critical business impact.

• 🟢 P4 - Low

  Cosmetic issues or questions regarding documentation.

3.2. Guaranteed First Response Time

If the monthly Uptime for a Covered Service drops below 99.9%, the Customer is eligible to request a Service Credit according to the table below.

Priority	Guaranteed First Response Time
P1 - Critical	1 Hour (24/7/365)
P2 - High	4 Business Hours
P3 - Normal	8 Business Hours
P4 - Low	24 Business Hours

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4. Exclusions

This SLA does not cover unavailability or performance issues caused by:

• Scheduled Maintenance

  Maintenance that has been announced at least 48 hours in advance via our System Status page.

• Force Majeure

  Events beyond our reasonable control, including natural disasters, acts of war, terrorism, third-party provider failures (e.g., power or internet outages), or DDoS attacks.

• Customer Equipment or Fault

  Issues caused by the Customer's own software, hardware, network configuration, or code developed by the Customer's developers.

• Third-Party Integrations

  Outages in services provided by Technology Partners or other third parties that the Customer has chosen to integrate with.

• Alpha or Beta Versions

  Services or features that are clearly marked as being in beta.

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5. Service Credit Request Process

To request a Service Credit, the Customer must create a support ticket in the Support Portal no later than 30 days after the end of the month in which the downtime occurred. The ticket must include documentation of the downtime. Corporate will validate the request based on our system logs and monitoring data. If approved, the credit will be applied to the next invoice.