Service Level Agreement

Uptime, notification-latency budgets, incident-response tiers, and credit remedies. Exhibit E to the MSA.

1. Definitions

"Uptime" — the percentage of minutes in a calendar month during which the Platform is Available. "Available" — the Platform's cloud services accept requests and respond within the latency budget, and each Edge Device provisioned at an accepted Site produces Notifications for its Coverage Area. "Excluded Time" — scheduled maintenance windows notified at least seventy-two (72) hours in advance, emergency maintenance to correct a security vulnerability, Force Majeure Events, Customer-caused outages, and third-party network failures upstream of the Platform. "Priority 1 Incident" — an unplanned outage that renders the Platform unable to produce Notifications for one or more Coverage Areas. "Priority 2 Incident" — a material degradation of function that does not fully prevent Notifications. "Priority 3 Incident" — a minor defect or question.

2. Uptime commitment

WCE commits to Uptime of 99.90% per Coverage Area, measured monthly, excluding Excluded Time.

3. Latency budgets

Cloud API p95 response ≤ 250 ms. Notification delivery from Platform generation to authorised operator console ≤ 1500 ms p95. Notification delivery to the Archangel App (opted-in consumer end-user) ≤ 3000 ms p95, network conditions permitting. Latency measurements exclude time attributable to Customer networks or third-party carriers.

4. Incident response

1. Priority 1 — response within 15 minutes, 24/7. Restoration target: 4 hours. WCE will provide status updates at least every 30 minutes until restored.
2. Priority 2 — response within 1 hour during business hours (30 minutes if within 24/7 support tier). Restoration target: next business day.
3. Priority 3 — response within 1 business day. Resolution scheduled with Customer.

5. Support tiers

Support tier is set in the Order Form. Standard — business-hours support in the Customer's time zone, 09:00–18:00, Monday–Friday. Priority — extended-hours support, 06:00–22:00 local, seven days a week. Sovereign 24/7 — round-the-clock support with a named technical account manager, quarterly business reviews, and a documented escalation path to WCE executive leadership.

6. Service credits

If Uptime for a Coverage Area falls below the commitment for a calendar month, Customer is entitled to a service credit as follows, applied to the license Fee for that Coverage Area for the affected month:

1. ≥ 99.00% and < 99.90% — 10% credit.
2. ≥ 95.00% and < 99.00% — 25% credit.
3. < 95.00% — 50% credit.

Service credits are Customer's sole and exclusive remedy for failure to meet the Uptime commitment, except where the failure constitutes a material breach entitling Customer to terminate under Section 6.2 of the MSA (three (3) or more consecutive months below 95.00%, or six (6) or more months in a rolling twelve-month period below 99.00%).

7. Requesting a credit

Customer must request a credit within thirty (30) days of the end of the affected month by e-mail to sla@whitecrownenterprises.com. Credits are applied to the next invoice.

8. Reporting

WCE publishes a status page at status.nexusblue.xyz and maintains historical Uptime data at that URL. On request, WCE will provide a signed monthly Uptime report for a Customer's Coverage Areas.

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