SLA Agreement

1. System Availability Commitment

Expanse Global guarantees a **99.9% Uptime SLA** for Central Cloud Dashboard instances and telemetry receiver API endpoints. In the event of network disruption, local edge nodes (GW-1000 gateways) cache telemetry packets until sync handshake is re-established.

2. Support Response Protocols

Support ticket response times are based on the user support level selected during workspace provisioning:

• Standard Support: Next business-day email response; support access Monday to Friday (09:00 - 18:00 IST).
• Premium Support: 1-hour critical response SLA; 24/7 hotline coverage, custom Slack communication channel, and automatic engineer escalation paths.

3. Telemetry Pipeline Latency

Under normal network loads, Expanse Global guarantees edge-to-cloud telemetry ingestion and sync triggers execution within **1.2 seconds**. Hardware connectivity issues, extreme satellite link failures, or local port blockages are excluded from calculation limits.

4. Scheduled Maintenance

System upgrades, cluster node scaling, and dashboard updates are scheduled to occur on weekends between 02:00 and 04:00 IST to limit impact. Scheduled maintenance alerts are posted to the admin status portal 72 hours in advance.

5. Service Credits

If system availability falls below the 99.9% uptime metric in a given calendar month, Premium SLA holders are eligible to claim Service Credits against their monthly cluster hosting fee in accordance with our corporate commercial guidelines.