Service Level Agreement

Last updated: 24 June 2026

1. Overview & scope

This Service Level Agreement ("SLA") describes the availability targets, exclusions, and remedies that Draconis Infrastructure, LLC ("Draconis," "we," "us," or "our") offers for applicable paid services. Draconis Infrastructure, LLC is a digital infrastructure holding company; customer-facing products are delivered through specialised sub-brands, each operating under its own service agreement. This SLA applies only where it is expressly referenced by, and incorporated into, the governing agreement, order form, or terms of service that you have entered into for a specific paid service (the "Agreement").

This SLA does not create commitments for free trials, beta, evaluation, or pre-release offerings, nor for any service for which a separate or superseding service-level commitment is stated in the Agreement. Where there is a conflict between this SLA and the Agreement governing your service, the Agreement controls. Capitalised terms not defined here have the meaning given to them in the Agreement.

This corporate website does not sell packages or products. Where a covered service carries a different uptime target, maintenance schedule, or credit structure, those specifics are defined in the applicable Agreement and prevail over the general figures described below.

2. Definitions

For the purposes of this SLA:

• "Availability" means the percentage of time in a given calendar month during which the covered service is operational and reachable as measured by Draconis or the relevant sub-brand, excluding any time attributable to an Exclusion described in Section 4.
• "Downtime" means a sustained period during which the covered service is wholly unavailable for its intended function as a result of a fault within the portion of the service for which Draconis or the relevant sub-brand is responsible. Brief, transient interruptions, isolated request failures, and degraded performance that does not amount to total unavailability are measured in accordance with the methodology stated in the Agreement.
• "Scheduled Maintenance" means planned work on the infrastructure or service — including upgrades, patching, configuration changes, and capacity work — performed during an announced Maintenance Window in accordance with Section 5.
• "Monthly Uptime Percentage" means total minutes in the calendar month, less Downtime minutes, divided by total minutes in that month, expressed as a percentage.
• "Service Credit" means the remedy described in Section 6, applied as a credit against future fees for the affected service.

3. Availability commitment

For covered services, Draconis targets a Monthly Uptime Percentage of 99.9%. This target represents our objective for the portions of the service under our operational control and applies only to services expressly designated as covered under the applicable Agreement. The specific uptime commitment, measurement methodology, and measurement points for your service are those stated in your Agreement, which may differ from this general target; where the Agreement specifies a different figure, that figure governs.

Availability is measured per covered service over each calendar month. The commitment is a target for the service as configured and operated in accordance with our published requirements and documentation; it does not extend to architectures, integrations, or configurations that deviate from those requirements, nor to any matter described in Section 4.

4. Exclusions

The availability commitment does not apply to, and Downtime does not include, any unavailability, suspension, degradation, or performance issue arising from or related to:

• Scheduled Maintenance and any emergency maintenance carried out under Section 5;
• Force majeure and other events beyond our reasonable control, including natural disasters, severe weather, fire, flood, war, civil unrest, terrorism, government action, labour disputes, widespread internet or utility failures, and large-scale denial-of-service or other attacks not attributable to our failure to maintain commercially reasonable safeguards;
• Customer-caused factors, including your acts or omissions, your equipment, software, network, or facilities, your applications or content, configurations or changes made by you or on your behalf, exceeding documented usage limits or quotas, or use of the service in a manner inconsistent with the Agreement, documentation, or our acceptable use policy;
• Third-party factors, including failures of third-party networks, hardware, software, services, carriers, upstream providers, public cloud platforms, or components outside the boundary of the service for which we are responsible;
• Suspension or termination of your service in accordance with the Agreement, including for non-payment or breach;
• Beta, trial, evaluation, or pre-release features, and any feature expressly identified as not covered; and
• Account, security, or compliance actions taken in response to actual or suspected violations of law or the Agreement.

5. Maintenance windows

From time to time we perform Scheduled Maintenance to keep the infrastructure secure, reliable, and current. Where Scheduled Maintenance is expected to cause service interruption, we aim to provide advance notice through the channels designated in the Agreement or status communications, and to schedule such work during off-peak Maintenance Windows wherever practicable.

We may also perform emergency maintenance — without advance notice or outside a standard Maintenance Window — where necessary to address security vulnerabilities, stability risks, or other urgent conditions. Time attributable to Scheduled Maintenance and emergency maintenance is excluded from Availability calculations as set out in Section 4. The precise notice period and standard maintenance schedule applicable to your service are those defined in the Agreement.

6. Service credits & remedies

If a covered service fails to meet its applicable uptime commitment in a given calendar month, your sole and exclusive remedy is a Service Credit, subject to the terms below and to the Agreement.

6.1 How credits are calculated

Service Credits are calculated as a percentage of the fees paid for the affected covered service for the month in which the shortfall occurred, according to the credit schedule in the applicable Agreement. The specific credit tiers and percentages are 10%–30%, and the maximum aggregate credit available in any month is 100% of the monthly fee. Service Credits are non-refundable, hold no cash value, and are applied only against future fees for the affected service.

6.2 How to claim a credit

To request a Service Credit, you must submit a claim to support@draconisinfrastructure.com including the name of the affected service, the dates and times of the claimed Downtime, and any logs or evidence reasonably demonstrating the impact. Claims must be submitted within 30 days after the end of the month in which the shortfall occurred. Claims submitted after this period, or for periods in which fees are overdue, may be denied.

6.3 Verification

We will validate each claim against our own records and measurements. Service Credits are issued only where our verification confirms a qualifying shortfall that is not subject to an Exclusion. Our measurement records are the authoritative basis for determining Availability and credit eligibility.

7. How to request support

To report an incident or request support for a covered service, contact us at support@draconisinfrastructure.com, or use any dedicated support channel specified in your Agreement. To help us respond quickly, please include the affected service, a description of the issue and its impact, the time it began, and any error messages or reference identifiers. Response and resolution targets, escalation paths, and support hours are those defined in the applicable Agreement.

8. Limitations

This SLA states your sole and exclusive remedies, and our entire liability, for any failure to meet the availability commitments described here. The Service Credits in Section 6 are provided in lieu of any other remedy for such failures. Nothing in this SLA expands the warranties, liabilities, or obligations set out in the Agreement, and all limitations and exclusions of liability in the Agreement continue to apply. This SLA does not constitute a warranty of uninterrupted or error-free operation.

9. Changes to this SLA

We may update this SLA from time to time to reflect changes to our services or operations. Material changes will be communicated through the channels designated in the Agreement or by updating the "Last updated" date above. Your continued use of a covered service after an update takes effect constitutes acceptance of the revised SLA, except where the Agreement provides otherwise.

10. Contact

For questions about this SLA or to submit a Service Credit claim, please contact:

Draconis Infrastructure, LLC
Email: support@draconisinfrastructure.com · info@draconisinfrastructure.com
Phone: +1 (302) 488-1540
Registered office: 131 Continental Dr, Suite 305, Newark, DE 19713, United States
Registration: Delaware, USA — File No. 7800123

This document is provided in English, which is the authoritative version; automated translations are for convenience only.