Service Level Agreement

This Service Level Agreement ("SLA") establishes the uptime commitments and response times of cepaos LLC, Wyoming, United States ("cepaos"), regarding the cepaos platform ("the Platform"), as a supplement to the Terms of Service.

2.1 Commitment

cepaos commits to maintaining a monthly Platform uptime of 99.5%, calculated as:

Availability (%) = ((Total minutes in month - Unscheduled downtime minutes) / Total minutes in month) x 100

The measurement period is the calendar month (from the 1st to the last day of each month).

2.2 How It Is Measured

• cepaos uses continuous external monitoring (every 60 seconds) to verify the availability of the Platform's critical endpoints.
• An "outage" is considered when the Platform does not respond with an HTTP 200 code on health endpoints for at least three (3) consecutive checks.
• Availability records are available upon request at soporte@cepaos.com.

2.3 Exclusions from Calculation

The following situations do not count as downtime for SLA purposes:

• Scheduled maintenance notified at least 48 hours in advance.
• Force majeure: natural disasters, pandemics, acts of war, widespread power outages.
• Third-party failures: interruptions in cloud infrastructure providers, telecommunications networks, payment processors, or government services.
• Client actions: improper use, unauthorized automated load, or misconfiguration by the User.
• Security attacks (DDoS or others) while cepaos takes reasonable mitigation measures.

3.1 Severity Definitions

• P1 — System Down: The Platform is completely inaccessible or a critical function (login, production data entry, traceability) is unusable for all users of an Organization.
• P2 — Critical Degraded: Important functionality severely affected but a partial workaround exists. High impact on operations.
• P3 — Minor Incident: Non-critical functionality affected or cosmetic issue. No impact on core operations.

3.2 Committed Times

• P1: Acknowledgment within 1 business hour — target resolution in 4 business hours.
• P2: Acknowledgment within 4 business hours — target resolution in 24 business hours.
• P3: Acknowledgment within 2 business days — target resolution in 10 business days.

Times run from when cepaos receives formal incident notification at soporte@cepaos.com, within the business hours defined in Section 6.

4.1 How to Request

1. The User sends an email to soporte@cepaos.com with subject: [SLA CREDIT] — [month/year].
2. The email must include: date and time of the incident, description of impact, and available evidence.
3. The request must be made within 15 calendar days of the end of the calendar month in which the incident occurred.

4.2 Evaluation

• cepaos will evaluate the request within a maximum of 30 calendar days from receipt.
• cepaos will verify its monitoring records to confirm the SLA breach and notify the result by email.

4.3 Applicable Credit

• In case of verified breach, cepaos will apply a service credit proportional to the downtime.
• The maximum credit per month is equivalent to 15% of the monthly fee of the current plan.
• The credit is applied to the next invoice. No cash refunds or bank transfers are made under any circumstances.
• The credit constitutes the sole remedy for SLA non-compliance.

• cepaos will provide at least 48 hours advance notice by email for any scheduled maintenance window that may affect availability.
• The preferred maintenance window is from 00:00 to 06:00 (Argentina time, ART, GMT-3), Sunday to Thursday.
• Properly notified scheduled maintenance time does not deduct from the monthly uptime calculation.

For the purposes of this SLA:

• Business days: Monday to Friday, from 9:00 AM to 6:00 PM ART (GMT-3).
• National holidays of the Argentine Republic in the corresponding calendar year are excluded.
• Incidents reported outside business hours will be attended at the start of the next business period, notwithstanding continuous 24/7 automated monitoring.

• Support: soporte@cepaos.com
• Legal: legal@cepaos.com
• For P1 incidents, it is recommended to include "URGENT P1" in the email subject.

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