Demuregram LLC — Service Level Agreement (SLA)

99.99% Uptime Commitment | Effective Date: October 19, 2026

1. 99.99% Infrastructure Uptime Target

Demuregram guarantees 99.99% uptime for core network connectivity, host hypervisors, and storage availability across each calendar month.

2. Service Credit Schedule

In the event of verified, unscheduled infrastructure downtime exceeding our SLA, customers are eligible for billing credits applied to subsequent invoices:

• 99.0% to 99.9% Uptime: 10% Service Credit
• 95.0% to 98.9% Uptime: 25% Service Credit
• Below 95.0% Uptime: 50% Service Credit

3. SLA Exclusions

Downtime resulting from scheduled maintenance (announced 48 hours in advance), customer configuration errors, or upstream force majeure events is excluded from SLA calculations.