Service Level Agreement

Effective date: March 28, 2026

Last updated: March 28, 2026

1. Scope

This Service Level Agreement ("SLA") is part of the Terms of Service between Humanik Technologies Inc. and you. It defines uptime commitments, service credit remedies, and support response times for the HumanikOS platform.

This SLA applies to the production HumanikOS platform services. It does not apply to beta features, preview releases, free tiers, or services explicitly marked as unsupported.

2. Uptime Commitment

We commit to the following monthly uptime targets for each service component:

Service Component	Monthly Uptime Target
HOS API (core platform API)	99.9%
HOS Dashboard (web application)	99.9%
Data Plane (Supabase-backed storage)	99.9%
Office VMs (per individual office)	99.5%
Ingest Gateway (webhook ingestion)	99.5%
Nexus Control Plane (orchestration)	99.5%

These targets represent the percentage of total minutes in a calendar month during which the service component is available and functioning as intended.

3. Measurement

Uptime is calculated as:

Uptime % = (Total minutes − Downtime minutes) / Total minutes × 100

Measured per calendar month (UTC)
Downtime is defined as a period of 5 or more consecutive minutes during which the service component is unavailable to users, as confirmed by our external monitoring
Intermittent errors lasting less than 5 consecutive minutes are not counted as downtime
Uptime is measured via external synthetic monitoring from multiple geographic locations

4. Service Credits

If we fail to meet the uptime targets above, you may be eligible for service credits applied to your next billing cycle:

Monthly Uptime	Service Credit
99.0% – below target	10% of monthly fees for the affected component
95.0% – 99.0%	25% of monthly fees for the affected component
Below 95.0%	50% of monthly fees for the affected component

Credit conditions

Credits must be requested within 30 days of the incident by contacting info@humanik.io with the date, time, and affected service
Maximum credit for any single month is 50% of the fees paid for that month
Credits are applied to future billing cycles and are not redeemable for cash
Credits are the sole and exclusive remedy for failure to meet the uptime targets
Credits do not apply if your account is in breach of the Terms of Service or Acceptable Use Policy

5. Exclusions

The following are not counted as downtime and are excluded from uptime calculations:

Scheduled maintenance — announced at least 24 hours in advance
Emergency maintenance — critical security patches or fixes to prevent imminent data loss
Force majeure — natural disasters, government actions, war, pandemic, widespread internet outages, or other events beyond our reasonable control
Third-party outages — failures of upstream providers (Anthropic, OpenAI, Google, Fly.io, AWS, Supabase, Stripe, etc.) that are outside our control
Customer-caused issues — downtime resulting from your code, configuration, API misuse, or exceeding documented rate limits
Scale-to-zero behavior — offices that are idle and have scaled to zero are not considered "down"; cold start time after scale-to-zero is not counted as downtime
Beta or preview features — services explicitly marked as beta, alpha, or preview

6. Support Response Times

Severity	Description	Initial Response	Updates
Critical (S1)	Service completely unavailable for all users	1 hour	Every 2 hours
High (S2)	Major feature degraded, significant user impact	4 hours	Every 8 hours
Medium (S3)	Minor feature issue, workaround available	1 business day	Every 2 business days
Low (S4)	Question, feature request, or minor cosmetic issue	2 business days	As needed

Support is available via email at info@humanik.io. Response times are measured during business hours (Monday–Friday, 9:00 AM – 6:00 PM EST), except for Critical (S1) incidents which are monitored 24/7.

7. Maintenance

Scheduled Maintenance

Planned maintenance windows are Tuesdays and Thursdays, 02:00–06:00 UTC. We will provide at least 24 hours' advance notice via email and our status page. Scheduled maintenance is excluded from downtime calculations.

Emergency Maintenance

In cases of critical security vulnerabilities or imminent data loss, we may perform maintenance without prior notice. A post-incident report will be provided within 48 hours.

8. Incident Reporting

We are committed to transparency during and after service disruptions:

During an incident — real-time updates via our status page with estimated time to resolution
After an incident — a post-incident report within 5 business days for any Critical (S1) or High (S2) incident, including root cause analysis and remediation steps
Monthly reporting — uptime metrics for the previous calendar month available upon request

Contact

For SLA credit requests, incident reports, or questions about this agreement:

Humanik Technologies Inc.
Email: info@humanik.io
Website: humanik.io