Service LevelAgreement

This Service Level Agreement ("SLA") forms part of, and supplements, the Terms of Service between Astrium Software Solutions CC ("Astrium", "we", "us") and the customer ("you", "Customer") using any Astrium SaaS product, including Astrium Connect and Astrium Insight.

This SLA applies to paid subscriptions only. Free trials and free tiers are provided on a best-effort basis without any uptime or support commitments.

1. Uptime Commitment

Astrium targets a monthly uptime of 99.5% for each SaaS product, calculated over a calendar month.

A 99.5% monthly uptime target permits up to approximately 3 hours 39 minutes of unplanned downtime per month.

2. How Uptime Is Measured

"Uptime" means the percentage of total minutes in a calendar month during which the Service is available, calculated as:

"Unplanned downtime" is the period during which the Service is unavailable to Customers, excluding the exclusions in clause 4. Availability is measured from the Service's public endpoints using Astrium's internal monitoring systems. Downtime is recorded from the moment Astrium's monitoring detects unavailability until the moment the Service is restored.

3. Scheduled Maintenance

Astrium may perform scheduled maintenance during the following window:

• Maintenance window: Sundays, 02:00–06:00 SAST
• Advance notice: At least 48 hours' notice via email to the Customer's registered administrator address

Scheduled maintenance performed within the maintenance window does not count towards Unplanned downtime. Emergency maintenance (e.g. urgent security patches) may be performed outside the window; where possible, we will provide as much notice as is reasonably practical.

4. Exclusions

The following are not considered Unplanned downtime and are excluded from uptime calculations:

• Scheduled maintenance performed within the maintenance window (clause 3).
• Emergency maintenance to address security vulnerabilities or critical defects.
• Downtime caused by factors outside Astrium's reasonable control, including force majeure events (natural disasters, war, civil unrest, pandemics, strikes, government action).
• Failures of third-party services, platforms, or infrastructure providers (including but not limited to cloud infrastructure, WhatsApp Cloud API, Telegram API, payment gateways, AI providers, and upstream network providers).
• Downtime caused by the Customer's own systems, configuration, misuse, or violation of the Acceptable Use Policy.
• Downtime caused by Customer-requested changes or integrations.
• Internet or network connectivity issues between the Customer and the Service that are not within Astrium's control.
• Suspension or termination of the Customer's account in accordance with the Terms of Service.

5. Service Credits

If Astrium fails to meet the 99.5% uptime target in a given calendar month, the Customer is eligible for a service credit on the following basis:

Service credits are calculated as a percentage of the monthly subscription fee paid for the affected Service in the month in which the SLA was missed.

6. How to Claim a Service Credit

To claim a service credit, the Customer must submit a written request to enquiries@astrium.co.za within 30 days of the end of the month in which the SLA was missed. The request must include:

• Customer account details
• Affected Service and the month in question
• Approximate dates, times, and duration of the downtime experienced

Astrium will review the request, compare it against its own monitoring records, and respond within 10 business days. Approved credits will be applied to the Customer's next monthly invoice. Service credits are the Customer's sole and exclusive remedy for any SLA failure and cannot be converted to cash.

7. Support Response Times

Astrium provides customer support during the following hours:

• Support hours: Monday to Friday, 08:00–17:00 SAST (excluding South African public holidays)
• Support channel: Email to enquiries@astrium.co.za

Issues reported outside support hours will be acknowledged on the next business day. Response time is measured from the time the support request is received during support hours.

8. Issue Severity and Response Targets

"Response target" means the time within which Astrium will acknowledge the request and provide an initial assessment. Resolution times depend on the nature of the issue and are not guaranteed. Astrium will use commercially reasonable efforts to resolve issues as quickly as possible.

9. Severity Classification

Severity is initially assigned by the Customer when reporting the issue and may be reclassified by Astrium based on the actual impact. If the Customer disagrees with a reclassification, the matter may be escalated via enquiries@astrium.co.za.

10. Limitations

• This SLA applies to paid subscriptions in good standing. Customers with overdue accounts are not eligible for service credits.
• Service credits for any single month are capped at 25% of that month's subscription fee.
• This SLA does not apply during free trial periods, beta features, or features explicitly marked as experimental.
• Astrium's liability under this SLA is in addition to, but limited by, the liability cap set out in the Terms of Service.

11. Changes to This SLA

Astrium may update this SLA from time to time. Material changes that reduce the Customer's rights will be communicated by email to active subscribers at least 30 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the revised SLA.

12. Governing Law

This SLA is governed by the laws of the Republic of South Africa and subject to the exclusive jurisdiction of the South African courts.

13. Contact