Service Level Agreement
This Service Level Agreement (SLA) outlines CFEX's commitment to service availability, performance, and support for our customers.
Introduction
This Service Level Agreement ("SLA") is part of the Main Agreement between CFEX, Inc. ("CFEX") and the customer ("Customer"). This SLA sets forth the service levels that CFEX will use commercially reasonable efforts to achieve in providing the Services to Customer, and the remedies available to Customer if CFEX fails to meet those service levels.
Service Availability
CFEX commits to providing the Services with a monthly uptime percentage of at least 99.9% ("Service Availability Target").
Service Availability Calculation:
Service Availability for a calendar month is calculated as:
(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100%
Definition of Downtime: Downtime is defined as any period of time during which the Services are completely unavailable to Customer, excluding:
- Scheduled maintenance windows (CFEX will provide at least 72 hours' notice for scheduled maintenance)
- Unscheduled emergency maintenance (limited to critical issues that would otherwise cause extended downtime)
- Issues caused by factors outside of CFEX's control, including but not limited to internet service provider outages, natural disasters, or acts of war
- Issues caused by Customer's own systems, networks, or third-party services
Performance Metrics
CFEX commits to the following performance metrics for the Services:
| Metric | Target |
|---|---|
| API Response Time | ≤ 500ms for 95% of requests |
| Page Load Time | ≤ 2 seconds for 95% of page loads |
| Data Processing Time | ≤ 5 minutes for standard batch processing |
Support Response Times
CFEX provides technical support to Customer during business hours (Monday-Friday, 9:00 AM to 5:00 PM Pacific Time) for non-critical issues, and 24/7 support for critical issues. CFEX commits to the following response times for support requests:
| Severity Level | Description | Response Time | Resolution Time |
|---|---|---|---|
| Severity 1 (Critical) | Services are completely unavailable or major functionality is broken | 15 minutes | 4 hours |
| Severity 2 (High) | Partial loss of functionality or significant performance degradation | 1 hour | 24 hours |
| Severity 3 (Medium) | Minor functionality issues or cosmetic problems | 4 hours | 72 hours |
| Severity 4 (Low) | General inquiries or feature requests | 24 hours | N/A |
Remedies
If CFEX fails to meet the Service Availability Target for a calendar month, Customer will be entitled to a service credit based on the following schedule:
| Service Availability | Service Credit |
|---|---|
| 99.0% - 99.89% | 10% of monthly fee |
| 98.0% - 98.99% | 25% of monthly fee |
| Below 98.0% | 50% of monthly fee |
To receive a service credit, Customer must submit a request to CFEX's support team within 30 days of the end of the month in which the Service Availability failure occurred. Service credits are applied to future invoices and do not constitute a refund of any fees paid.
Exclusions
The service levels and remedies set forth in this SLA do not apply to any downtime, performance issues, or other failures caused by:
- Customer's own systems, networks, or third-party services
- Customer's failure to follow CFEX's recommended usage guidelines
- Unauthorized access to the Services by Customer or its users
- Force majeure events, including but not limited to natural disasters, acts of war, or government actions
- Scheduled maintenance or emergency maintenance as described above
SLA Review
This SLA is reviewed annually and updated as needed to reflect changes in CFEX's services, industry standards, and customer needs.
