Service Level Agreement (SLA)

Effective Date: 15 April 2026
Company Name: SD2 Industries LLC

1. Overview

This Service Level Agreement (“SLA”) describes the availability and support commitments for the Services provided by SD2 Industries LLC (“Company,” “we,” “us”).

This SLA applies only to paying subscribers in good standing.

2. Service Availability

We aim to provide reliable access to the Services but do not guarantee uninterrupted availability.

Target Uptime:

99.0% monthly uptime (target, not a guarantee)
3. Definition of Downtime

“Downtime” is defined as:

A complete inability to access core functionality of the Services
Confirmed by our internal monitoring systems

Downtime does not include partial degradation or minor performance issues.

4. Exclusions (Very Important)

This SLA does not apply to issues caused by:

Scheduled maintenance
Third-party services (e.g., payment processors, APIs)
Internet or network issues outside our control
Force majeure events
User error or misuse
Beta or experimental features
Mobile platform issues (App Store / Android ecosystem)
5. Scheduled Maintenance

We may perform maintenance at any time.

Where possible, we will provide notice, but this is not guaranteed.

Maintenance periods are excluded from uptime calculations.

6. Service Credits (Sole Remedy)

If we determine that uptime falls below the target in a given month, you may be eligible for service credits:

95% – 98.99% uptime → 5% credit
90% – 94.99% uptime → 10% credit
Below 90% uptime → 15% credit

Conditions:

Credits must be requested within 7 days of the incident
Credits apply only to future billing cycles
Credits are non-transferable and not redeemable for cash
7. Credit Limitations
Maximum total credit per month: 15% of subscription fee
Credits are your sole and exclusive remedy for service interruptions
8. Support

We provide support on a reasonable-efforts basis.

Response Targets (not guarantees):

General inquiries: within 48 hours
Critical issues: within 24 hours

Support is provided via:
[Support Email or System]

9. No Warranties

This SLA does not create any warranties or guarantees beyond those stated in the Terms of Service.

All services are provided “as is” and “as available.”

10. Limitation of Liability

This SLA is subject to the limitation of liability provisions in the Terms of Service.

Under no circumstances will this SLA expand or increase our liability.

11. Modifications

We may modify or discontinue this SLA at any time.

Continued use of the Services constitutes acceptance of any updates.

12. Contact

SD2 Industries LLC
[Email Address]
[Business Address]