Service Level Agreement

Introduction

This Service Level Agreement (“SLA”) forms part of the Terms of Service between you and Qualithm Ltd. (“Qualithm”, “we”, “us”, “our”). It describes the uptime commitments, service performance expectations, and service credit mechanisms applicable to the Services.

This SLA applies to all paid subscription plans (Starter, Pro, and Business).

Definitions

• Services: The products, platforms, APIs, applications, interfaces, and related offerings provided by Qualithm.
• Downtime: A period when the Services are unavailable and the unavailability is caused by Qualithm’s systems. Downtime is measured server-side.
• Monthly Uptime Percentage (MUP): The percentage of total minutes in a month during which the Services were available.
• Service Credit: A credit applied to your Qualithm Account in accordance with this SLA. Service Credits are not refunds.

Service Commitment

Qualithm will use commercially reasonable efforts to maintain a Monthly Uptime Percentage of at least 99.9% (“SLA Target”).

If the Services fail to meet the SLA Target, you may be eligible to receive Service Credits as described below.

Measurement

Monthly Uptime Percentage is calculated as:

(Total Minutes in Month – Downtime Minutes) / Total Minutes in Month × 100

Downtime excludes all circumstances described under Exclusions.

Service Credits

If the Services fall below the SLA Target during a monthly billing period, you may request a Service Credit. Credits are applied as follows:

Service Credits apply only to charges incurred for the month in which the breach occurred. They are applied to your Account balance and cannot be refunded in cash, transferred, or exchanged.

Requesting Service Credits

To receive a Service Credit, you must:

• submit a request to support@qualithm.com;
• include timestamps, logs, or other evidence of the service unavailability;
• submit the request within 30 days of the incident.

Failure to follow this process voids your eligibility for Service Credits.

Exclusions

Downtime does not include unavailability resulting from:

• maintenance notified at least 24 hours in advance;
• emergency maintenance required for security or safety;
• factors outside Qualithm’s reasonable control, including force majeure events;
• network, hardware, or service failures originating from your systems or Devices;
• misuse, unauthorized access, or violation of the Acceptable Use Policy;
• third-party service issues outside Qualithm’s control (e.g., internet routing, telecom failures);
• beta features or experimental functionality;
• use of the Services in excess of documented limits or requirements.

Limitations

• Service Credits are your sole and exclusive remedy for SLA failures.
• Service Credits cannot exceed the total subscription and overage charges paid for the affected month.
• Qualithm’s total liability remains limited by the Terms of Service.

Changes to This SLA

We may update this SLA to reflect operational or legal requirements. Material changes will be communicated with reasonable notice where practicable.

Contact

Support: support@qualithm.com
Legal: legal@qualithm.com