Service Level Agreement

1. Uptime commitment

AI Rankly will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9%.

"Monthly Uptime Percentage" means total minutes in the calendar month, less minutes of Downtime, divided by total minutes in the month. "Downtime" means a period of five or more consecutive minutes during which the authenticated application is unavailable to Customer, as measured by our monitoring.

2. What is excluded

Downtime does not include unavailability caused by:

• scheduled maintenance, announced at least forty eight hours in advance and performed within the window in section 4
• emergency maintenance required to address a security vulnerability or imminent failure
• factors outside our reasonable control, including internet or network failures outside our infrastructure, and force majeure events
• Customer's own equipment, software, network or configuration, or a third-party integration Customer has connected
• an answer engine, search engine or other third-party provider being unavailable, rate limiting us, changing its interface, or refusing to return results
• suspension or termination in accordance with the Agreement

3. Service credits

If we fall below the commitment in a calendar month, Customer may request service credits calculated against the monthly subscription fee for the affected Service:

• below 99.9% and at or above 99.0%: 10% credit
• below 99.0% and at or above 95.0%: 25% credit
• below 95.0%: 50% credit

3.1 Claiming a credit

Requests must be submitted to support@airankly.io within thirty days of the end of the affected month and include the dates, times and duration of the Downtime, and any logs or evidence Customer holds. We will respond within thirty days.

Service credits are applied against future invoices, are not refundable in cash, and are the sole and exclusive remedy for any failure to meet this SLA.

4. Maintenance

Scheduled maintenance is performed where practical between 02:00 and 06:00 UTC on Saturdays and Sundays, and is announced at least forty eight hours in advance. We aim to keep it under four hours in any calendar month.

5. Tracking cadence

Prompt tracking runs on a daily cycle. A run that is delayed but completes within the same twenty four hour period is not Downtime. Where an answer engine is unavailable or rate limits us, the affected results for that engine are marked as missing for that day rather than estimated or carried forward.

6. Support response targets

Support response targets are set out in the Support Policy and are not service levels under this SLA unless an Enterprise order form says otherwise.