Service Level Agreement (SLA)

1. Definitions

• "Pyrana Platform" refers to the core agentic solution platform and underlying infrastructure managed by Pyrana, made available to the Customer.
• "Customer-Specific Solution" refers to any custom agents, workflows, integrations, or other solutions built by or for the Customer that operate on the Pyrana Platform.
• "Availability" or "Uptime" refers to the percentage of time during a calendar month that the Pyrana Platform is available and operational.
• "Downtime" is the total number of minutes in a calendar month during which the Pyrana Platform is unavailable. Downtime does not include periods of unavailability resulting from Excluded Events (see Section 4).
• "Support Window" refers to the hours during which Pyrana's support team is available for standard assistance.
• "Incident" means any event that causes a disruption or degradation of service. Incidents are classified by severity level.
• "Response Time" is the time from when an Incident is properly reported by the Customer to when Pyrana support personnel acknowledge receipt of the report and begin investigation.
• "Resolution Time" is the target time from when an Incident is reported to when it is resolved.

2. Scope of this SLA

This SLA applies exclusively to the Pyrana Platform.

It does not apply to Customer-Specific Solutions unless a separate support agreement or ordering document explicitly references and includes service level commitments for that specific solution. The performance, availability, and support of Customer-Specific Solutions are the sole responsibility of the Customer unless otherwise agreed upon in writing.

3. Availability Commitment

Pyrana will use commercially reasonable efforts to ensure the Pyrana Platform has an Uptime of 99.5% during each calendar month.

Availability is calculated as follows: [(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month] x 100

4. Excluded Events

Downtime does not include unavailability resulting from:

• Scheduled maintenance for which Pyrana has provided at least 48 hours of advance notice.
• Emergency maintenance required to protect the integrity of the platform.
• Failures or issues related to Customer-Specific Solutions, Customer's own software, hardware, or network connectivity.
• Acts or omissions of the Customer or its users.
• Force majeure events, including but not limited to acts of God, natural disasters, government actions, or failures of third-party services outside of Pyrana's direct control.

5. Support & Incident Response

5.1. Support Window

The standard support window is 9:00 AM to 8:00 PM Eastern Time, Monday through Friday, excluding U.S. public holidays.

5.2. Incident Classification and Response Targets

Incidents must be reported through the official Pyrana support channels to be logged and addressed.

• Critical Incidents: Support for Critical Incidents is available 7 days a week. Incidents must be designated as "Critical" upon submission to trigger after-hours response.
• Response and Resolution Times: These are targets and not guarantees. "Business Hours" and "Business Days" refer to the standard support window.

6. Customer Responsibilities

To receive support under this SLA, the Customer must:

• Report Incidents accurately and through the designated support channels.
• Provide Pyrana with all necessary information and cooperation to investigate and resolve the Incident.
• Maintain its own systems and software in a manner that does not negatively impact the Pyrana Platform.

7. Remedies

This SLA describes service level targets and does not commit Pyrana to any financial remedies, service credits, or other liabilities for failing to meet these targets. Our commitment is to use commercially reasonable efforts to meet the service levels outlined herein.

8. Modifications

Pyrana reserves the right to modify this SLA at any time. We will provide at least 30 days' notice of any material changes by posting the updated SLA on our website or notifying you directly.

Contact Information

If you have any questions about this SLA, please contact Pyrana at support@zeroth.technology.