Service Level Agreement

Qpher provides the following monthly uptime commitments by plan tier: - **Free**: No uptime SLA. The Free tier is provided on a best-effort basis. - **Starter**: 99.5% monthly uptime. No financial SLA credits. - **Growth**: 99.5% monthly uptime. No financial SLA credits. - **Pro**: 99.9% monthly uptime. SLA credits apply (see Section 4). - **Enterprise**: 99.95% monthly uptime. Custom SLA credit terms per agreement. Starter and Growth plans receive uptime commitments as service targets but are not eligible for financial compensation if the target is not met. SLA credits as a remedy for downtime begin at the Pro tier. Customers requiring financial SLA guarantees should upgrade to Pro or Enterprise.

Uptime is calculated monthly using the following formula: Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100 **Downtime** is defined as any period during which the API Gateway (api.qpher.ai) returns HTTP 5xx errors or is unreachable for more than one (1) consecutive minute, as measured by Qpher's external monitoring service (BetterStack). Intermittent errors lasting less than one consecutive minute are not counted as downtime. Uptime measurements and historical data are published on the status page at status.qpher.ai and are available in the User Portal dashboard.

The following events are excluded from uptime calculations and do not constitute downtime for SLA purposes: - **Planned Maintenance**: Scheduled maintenance announced at least 72 hours in advance via the status page and email notification. Planned maintenance windows are limited to a maximum of 4 hours per month. - **Force Majeure**: Events beyond Qpher's reasonable control, including but not limited to natural disasters, acts of government, internet backbone failures, and widespread infrastructure outages affecting major cloud providers. - **Customer-Caused Issues**: Downtime caused by the Customer's misuse of the Service, exceeding documented rate limits, or issues with Customer-side infrastructure. - **Third-Party Failures**: Outages of third-party services (Stripe, Resend, etc.) that do not affect core cryptographic API functionality. - **Beta or Preview Features**: Any features explicitly designated as beta, preview, or experimental.

SLA credits are available for Pro and Enterprise plan customers when monthly uptime falls below the committed level. **Pro Plan Credits**: - 99.0% to < 99.9% uptime: 10% credit of the monthly subscription fee - 95.0% to < 99.0% uptime: 25% credit of the monthly subscription fee - Below 95.0% uptime: 50% credit of the monthly subscription fee **Enterprise Plan Credits**: Credit rates are negotiated as part of the Enterprise agreement. Default terms mirror Pro plan credits unless otherwise specified. **Credit Process**: Credits are applied automatically to the next invoice. Credits do not accumulate across months. The maximum credit for any single month is 50% of the monthly subscription fee. Credits are the sole and exclusive remedy for failure to meet the uptime commitment. Credits are not available as cash refunds. To receive a credit, the Customer may submit a request within 30 days of the month in which the SLA was not met.

Qpher targets the following p95 (95th percentile) latency for API operations: - **KEM Encrypt**: < 15ms (Gateway auth ~5ms + Policy ~2ms + KEM operation ~8ms) - **KEM Decrypt**: < 15ms (Gateway auth ~5ms + Policy ~2ms + KEM operation ~8ms) - **Signature Sign**: < 30ms (Gateway auth ~5ms + Policy ~2ms + Sign operation ~23ms) - **Signature Verify**: < 30ms (Gateway auth ~5ms + Policy ~2ms + Verify operation ~23ms) - **Gateway Auth Pipeline**: < 5ms (API key extraction + HMAC hash + tenant lookup + context injection) - **Policy Evaluation**: < 2ms (rule chain evaluation) Latency targets are measured at the API Gateway level and are goals, not guarantees. Latency may vary based on payload size, network conditions, and geographic distance from the infrastructure region. Latency targets are not covered by SLA credits.

Support response times vary by plan and issue severity: **Free Plan**: Community support only (documentation, public forums). No guaranteed response time. **Starter Plan**: Email support. Target response within 2 business days for general inquiries, 1 business day for service-affecting issues. **Growth Plan**: Email and chat support. Target response within 1 business day for general inquiries, 4 business hours for service-affecting issues. **Pro Plan**: Priority support. Target response within 4 business hours for general inquiries, 1 business hour for critical issues (service outage or data loss). Dedicated support queue. **Enterprise Plan**: Dedicated account manager. Target response within 1 business hour for all issues, 15 minutes for critical issues. 24/7 emergency escalation path. Business hours are Monday through Friday, 9:00 AM to 6:00 PM US Eastern Time, excluding US federal holidays. Enterprise 24/7 support operates outside business hours for critical issues only. Support response times are targets, not contractual commitments, except where specified in an Enterprise agreement.

Qpher publishes real-time and historical uptime data on the public status page at status.qpher.ai. Monthly uptime reports are available in the User Portal dashboard for Pro and Enterprise plan customers. Service outages and their resolutions are documented as incident reports on the status page. All Pro and Enterprise customers receive proactive email notifications for incidents affecting core API services. Qpher conducts quarterly SLA performance reviews and may adjust service targets with 30 days prior notice.

This Service Level Agreement is effective as of February 16, 2026 and applies to all active subscriptions. For new customers, the SLA takes effect upon the start of their paid subscription (trial periods are not covered by this SLA). Qpher, Inc. Registered in the State of Delaware, United States.