Service Level Agreement (SLA) for Prism Cloud LLC (Prism Nodes)

Prism Cloud LLC (DBA “Prism Nodes”) is committed to providing a highly reliable service with minimal downtime. This Service Level Agreement outlines the uptime guarantees and associated credits that customers may claim in the event of service outages.

1. Uptime Commitment

Prism Nodes guarantees the following uptime commitments for all services:

• 99.99% uptime: Less than 5 minutes of downtime per month
• 99.98% uptime: 10 - 59 minutes of downtime per month
• 99.85% uptime: 1 - 2 hours of downtime per month
• 99.70% uptime: 2 - 4 hours of downtime per month

2. SLA Credit Tiers

In the event that the uptime commitment is not met, customers are entitled to the following credits, based on the duration of the downtime:

• Downtime of less than 5 minutes (99.99%)
  • Credit: Downtime multiplied by 64
• Downtime of less than 9 minutes (99.99%)
  • Credit: 12 hours of service
• Downtime of 10 - 59 minutes (99.98%)
  • Credit: 24 hours of service
• Downtime of 1 - 2 hours (99.85%)
  • Credit: 48 hours of service
• Downtime of 2 - 4 hours (99.70%)
  • Credit: 96 hours of service

3. Requesting SLA Credits

To request SLA credits, users must submit a support ticket within one week of the downtime event. Failure to request SLA credits within this timeframe will forfeit the right to claim compensation.

4. Exclusions

The following conditions do not count toward downtime for SLA purposes:

• Scheduled maintenance (with prior notice)
• Issues caused by factors outside Prism Nodes' control (e.g., force majeure, customer errors, third-party software, etc.)
• Network attacks not mitigated by our DDoS protection service

5. Credit Application

SLA credits will be applied to the customer’s next billing cycle and cannot be exchanged for cash or transferred to other accounts. The maximum credit provided for any downtime event shall not exceed 100% of the monthly service fee for the affected service.