Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") describes Tessarac's commitments for the availability of the Hosted SaaS deployment of the Tessarac platform (the "Service") and the related support response times. This SLA forms part of theTerms of Service between Tessarac and the customer ("Customer").

This SLA applies to the Hosted SaaS deployment only. The Self-Deployed Distribution (containers and Helm charts that Customer runs in its own infrastructure) is governed by the support terms in the applicable Order, but uptime commitments do not apply because the underlying infrastructure is operated by Customer.

2. Definitions

• Monthly Uptime Percentage means the total minutes in a calendar month minus the minutes of Downtime in that month, divided by the total minutes in that month, expressed as a percentage.
• Downtime means the period during which the Service's authentication, authorization, or secret-retrieval APIs are unavailable to Customer's authorized requests, as measured by Tessarac's external probes against the regional endpoints.
• Service Credit means the platform credits Customer is eligible to receive when Tessarac fails to meet the Monthly Uptime Percentage commitment, calculated as a percentage of the credits Customer consumed during the affected month.

3. Uptime Commitment

Tessarac will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least the level set out below for the applicable deployment:

4. Exclusions from Downtime

The following are excluded from the calculation of Downtime:

• scheduled maintenance windows announced in advance per Section 9;
• events of force majeure, including natural disasters, acts of war, terrorism, civil unrest, and government actions;
• failures of Customer's network, devices, or third-party services not under Tessarac's control;
• misconfiguration by Customer of the Service, including misconfigured tenant policies, identity-provider integrations, or rate limits;
• suspension or termination of Customer's account in accordance with the Terms of Service;
• activity by Customer or its Authorized Users that violates the Terms or theAcceptable Use Policy;
• beta, preview, or experimental features clearly designated as such.

5. Service Credits

If the Monthly Uptime Percentage falls below the commitment, Customer is eligible for the following Service Credits:

Service Credits are Customer's sole and exclusive remedy for Tessarac's failure to meet the uptime commitment. Service Credits are added to Customer's prepaid credit balance, are not refundable, and may not be redeemed for cash. The aggregate Service Credit for any month will not exceed the credits Customer consumed during that month.

6. Claim Process

To receive a Service Credit, Customer must submit a claim by emailing support@tessarac.com within thirty (30) days after the end of the calendar month in which the Downtime occurred. The claim must include the dates and approximate times of the Downtime, the affected functionality, and any logs or correlation IDs available to Customer.

Tessarac will respond to claims within fifteen (15) business days. If Tessarac confirms the Service Credit is owed, it will be applied to the Customer's next invoice.

7. Incident Severity Definitions

• Severity 1 (Critical) — the Service is unavailable, data loss is imminent, or a security incident is in progress. Customer's production operations are blocked.
• Severity 2 (High) — major functionality is impaired or significantly degraded; a workaround may exist but is not viable for production traffic.
• Severity 3 (Medium) — minor functionality is impaired; a workaround exists and is acceptable for production.
• Severity 4 (Low) — questions, documentation issues, feature requests, or cosmetic defects.

8. Support Tiers and Response Times

Initial response times below are measured from the time Customer opens a support ticket via support@tessarac.com to the time Tessarac acknowledges and begins active investigation.

"Business hours" means 9 a.m. to 6 p.m. local time, Monday through Friday, excluding US federal holidays. 24x7 coverage is provided for the indicated severity tiers on both deployments.

9. Scheduled Maintenance

Tessarac performs scheduled maintenance during published low-traffic windows. Customers will receive at least seventy-two (72) hours' notice via email and the in-product status banner before any maintenance window expected to cause user-visible disruption.

Emergency maintenance to address critical security issues or imminent service degradation may be performed with shorter notice; Tessarac will communicate as much in advance as is operationally feasible and will publish a post-incident summary.

10. Data Durability

Tessarac targets a data-durability objective of 99.999999999% ("eleven nines") for Customer Data stored in the Service, achieved through synchronous multi-zone replication, regular automated backups, and regularly tested restore procedures. Recovery Time Objective (RTO) and Recovery Point Objective (RPO) targets are published to Customer on request.

11. Changes to this SLA

Tessarac may update this SLA from time to time. Material changes that reduce Tessarac's commitments will be communicated to Customer at least thirty (30) days before they take effect. Updates may not take effect retroactively for the then-current subscription term.

12. Contact

Support inquiries: support@tessarac.com. SLA claims: support@tessarac.com with subject line "SLA Credit Claim".

See also: Terms of Service,Privacy Policy,Data Processing Agreement.