Deeptrack Service Level Agreement (SLA)

1. Introduction

1.1 Scope

This Service Level Agreement (“SLA”) sets forth the service level commitments (“Service Levels”) of Deeptrack LLC . (“Deeptrack,” “Company,” “we,” or “us”) in providing the Services under the applicable Order Form and General Terms of Use (the “General Terms”).

Capitalized terms not defined in this SLA have the meanings set forth in the General Terms

1.2 Measurement Period

Unless otherwise specified:

• Service Levels are measured on a 24/7 basis.
• Measurements are calculated monthly.
• All references to months mean calendar months.
• All references to days mean calendar days.
• Time references shall be UTC unless otherwise agreed in writing.

1.3 Remediation

Any failure to meet a Service Level will be reasonably addressed by Deeptrack in accordance with this SLA.

2. Service Availability Metrics and Measurements

2.1 Notification

If Deeptrack fails to meet a Service Level during any month, Deeptrack will notify Customer within thirty (30) days following the end of such month and use commercially reasonable efforts to remediate the issue.

2.2 Uptime Commitment

Deeptrack will use commercially reasonable efforts to ensure that the Services maintain an availability of at least:

99.9% per calendar month

(the “Uptime Guarantee”).

This includes platform components such as:

• Web dashboard access
• API endpoints
• Media upload and verification processing
• Authentication and reporting systems

2.3 Definition of Downtime

“Downtime” means any period during which the Services are not accessible or not materially usable by Customer and its Authorized Users, excluding periods resulting from:

1. Scheduled Maintenance
2. Force Majeure events
3. Issues attributable to Customer systems or networks
4. Internet service provider failures
5. Third-party applications or integrations
6. Customer misuse of APIs or rate-limit violations
7. Suspension in accordance with the General Terms

2.4 Uptime Calculation

Availability is calculated as:

(Total Minutes in Month - Downtime Minutes) ÷ Total Minutes in Month) × 100

This results in the “Uptime” percentage for the month.

2.5 Scheduled Maintenance

Deeptrack may conduct scheduled maintenance for:

• Platform upgrades
• Model improvements
• Security patches
• Infrastructure scaling

Scheduled Maintenance:

• Will be conducted during non-peak hours where possible
• Will include reasonable advance notice (typically 48 hours)
• Will not count as Downtime

2.6 Determination

Deeptrack will reasonably determine Downtime and Uptime using internal monitoring systems, cloud infrastructure logs (e.g., AWS/GCP), and system observability tools.

3. Service Level Credits

3.1 Service Level Failure

If Uptime in a given month falls below the Uptime Guarantee, it will be considered a “Service Level Failure.”

3.2 Credit Structur

If a Service Level Failure occurs, Deeptrack will provide the following Service Level Credits:

Credits:

• Apply to future invoices
• Are capped at 30% of fees for the applicable month
• Are Customer’s sole and exclusive remedy for Service Level Failure

3.3 Termination Right

Customer may terminate the Agreement without penalty if:

• Uptime falls below 95%
• For four (4) consecutive months

Customer must exercise this right within thirty (30) days after the fourth qualifying month.

4. Response and Resolution Targets

Deeptrack will respond to reported faults as follows:

4.1 Fault Classification

Deeptrack will reasonably classify issues as follows:

5. AI Processing Disclaimer

Customer acknowledges that:

• AI detection results are probabilistic assessments
• False positives and false negatives may occur
• SLA commitments apply to system availability, not accuracy guarantees

Accuracy commitments, if any, must be separately defined in the Order Form.

6. Exclusions

This SLA does not apply to:

• Beta features
• Experimental model releases
• Customer custom integrations
• Free trial accounts

Unless explicitly agreed otherwise in writing.