Service Level Agreement

Last updated: April 8, 2026

This Service Level Agreement (“SLA”) is part of the agreement between System9, Inc. (“SYSTEM9”) and you (“Customer”) and describes the uptime commitments and service credit policies for the SYSTEM9 platform. This SLA applies to SYSTEM9-managed cloud deployments and is subject to the terms of your subscription agreement.

1. Service Commitment

SYSTEM9 commits to the following uptime targets for the Services, measured on a monthly basis:

Uptime is calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100.

2. Definitions

2.1 Downtime

“Downtime” means any period during which the Services are materially unavailable or inaccessible for the Customer, as confirmed by SYSTEM9's monitoring systems. Downtime begins when the condition is detected or reported and ends when the Services are restored to normal operation.

2.2 Maintenance Window

“Maintenance Window” means a scheduled period during which SYSTEM9 performs planned maintenance on the Services. SYSTEM9 will provide at least seventy-two (72) hours' advance notice for scheduled maintenance. Maintenance windows are excluded from downtime calculations.

2.3 Excused Downtime

“Excused Downtime” means any unavailability resulting from circumstances beyond SYSTEM9's reasonable control, as described in Section 5 (Exclusions). Excused Downtime is excluded from uptime calculations and does not qualify for service credits.

3. Service Credits

If SYSTEM9 fails to meet the applicable uptime commitment in any given month, you may be eligible for a service credit applied to future invoices. Service credits are calculated as a percentage of the monthly fees for the affected Services:

Service credits are capped at 50% of the monthly fees for the affected Services and represent your sole and exclusive remedy for any failure to meet the uptime commitment.

4. Credit Request Process

To receive a service credit, you must submit a request to SYSTEM9 within thirty (30) days of the end of the month in which the downtime occurred. The request must include:

• Your account identifier and subscription tier.
• The dates and times of the claimed downtime, with supporting evidence where available.
• A description of the impact on your use of the Services.

SYSTEM9 will review the request, verify the downtime against our monitoring records, and notify you of the determination within fifteen (15) business days. Approved credits will be applied to your next invoice.

5. Exclusions

This SLA does not apply to, and no service credits are available for, any downtime resulting from:

• Scheduled Maintenance: Planned maintenance windows for which advance notice has been provided.
• Force Majeure: Events beyond SYSTEM9's reasonable control, including natural disasters, acts of war, terrorism, government actions, pandemics, power outages, or internet backbone failures.
• Customer-Caused Issues: Downtime caused by the Customer's actions, configurations, applications, or third-party software or hardware not provided by SYSTEM9.
• Air-Gapped Deployments: Self-managed and air-gapped deployments where SYSTEM9 does not have operational control over the infrastructure.
• Beta or Preview Features: Features designated as beta, preview, or experimental.
• Account Suspension: Downtime resulting from suspension of your account due to violation of the Terms of Service or Acceptable Use Policy.

6. Self-Managed Deployments

For self-managed, on-premises, or air-gapped deployments, the availability and performance of the Services are the Customer's responsibility. SYSTEM9 provides the software, documentation, and support, but does not control the underlying infrastructure, network, or operational environment.

Customers with self-managed deployments are responsible for:

• Provisioning and maintaining infrastructure that meets SYSTEM9's published minimum requirements.
• Applying updates, patches, and configuration changes in a timely manner.
• Implementing monitoring, backup, and disaster recovery procedures.
• Maintaining network connectivity and security controls.

SYSTEM9 offers optional Managed Operations support packages for self-managed deployments. Contact us for details.

7. Sole Remedy

The service credits described in this SLA are your sole and exclusive remedy for any failure by SYSTEM9 to meet the uptime commitments. This SLA does not modify or supersede any other remedies, warranties, or limitations of liability set forth in the Terms of Service or your subscription agreement.

8. Contact

For questions about this SLA or to submit a service credit request, please contact us:

System9, Inc.
Email: contact@system9.ai
Website: system9.ai