Service Level Agreement

# Service commitment

Bracken East guarantees that each Covered Workflow will achieve a Monthly Uptime Percentage of at least 99.99% during each calendar month. Covered Workflows run 24 hours a day, 7 days a week, 365 days a year. Availability, monitoring, and restoration do not wait for business hours.

In a 30-day month, 99.99% uptime permits no more than 4 minutes and 19 seconds of counted downtime. If Bracken East misses this commitment, the client automatically receives the service credit described below.

# Covered workflows

A “Covered Workflow” is a production workflow identified as covered by this SLA in an active Managed Operation agreement or service order. Coverage begins after the workflow has passed its agreed production acceptance checks and continues while the applicable Managed Operation fees are current. The commitment is measured separately for each Covered Workflow.

This SLA does not cover the public Bracken East website, consulting deliverables, demonstrations, evaluation environments, prototypes, or workflows that are not under an active Managed Operation agreement.

# Measuring availability

A Covered Workflow is available when it can accept an agreed trigger or scheduled input, perform its agreed automated steps, and record or deliver a result at the agreed service boundary. It is unavailable when a failure under Bracken East's control prevents that operation.

Monthly Uptime Percentage equals the total eligible seconds in the month minus unavailable seconds, divided by total eligible seconds, multiplied by 100. Bracken East measures availability continuously using service telemetry and synthetic checks at the agreed service boundary. Relevant client records may be used to correct incomplete monitoring data.

Planned maintenance counts as downtime unless the Covered Workflow remains available. A failure of infrastructure or another third-party service selected or managed by Bracken East also counts as downtime.

# Excluded time

Downtime is excluded only to the extent directly caused by:

• A client-controlled system, credential, network, data source, configuration, or third-party service that Bracken East did not select or manage.
• A client-requested suspension, test, or change, or an unauthorized change made by the client or someone acting on the client's behalf.
• Suspension permitted by the governing agreement for nonpayment, unlawful use, or an urgent security risk created outside Bracken East's control.
• An event beyond the reasonable control of both parties that directly prevents operation, such as a widespread Internet or utility failure, government action, or natural disaster.

An exclusion applies only for the time and portion of the Covered Workflow actually affected. Bracken East remains responsible for reasonable mitigation, failover, restoration, and clear client communication.

# Continuous monitoring and response

Bracken East monitors Covered Workflows continuously and investigates availability alerts as they occur. When a Covered Workflow is unavailable, restoration work begins promptly and continues without waiting for the next business-hours support window. Client-facing updates use the incident contact and channel identified in the governing agreement.

# Service credits

A service credit is calculated as a percentage of the Managed Operation fee paid for the affected Covered Workflow for the month in which the commitment was missed.

# Credit administration

Clients do not have to discover an outage or file a claim. Bracken East calculates earned credits from its monitoring records, reports them in the monthly service summary, and applies them to the next invoice. A client may send contrary evidence to support@brackeneast.com within 30 days after the summary is issued.

Credits cannot exceed 100% of the affected Covered Workflow's Managed Operation fee for the month. They do not apply to implementation fees, usage charges, taxes, or pass-through vendor costs. Unless a signed agreement provides another remedy, the service credit is the client's sole financial remedy for a failure to meet the uptime commitment.

# Relationship to client agreements

This SLA is part of the terms governing each Covered Workflow. A signed agreement or service order may define a different service boundary, measurement method, credit, or stronger commitment. If those terms conflict with this SLA, the signed terms control for that Covered Workflow.

# Changes to this SLA

Bracken East may update this SLA prospectively. A change will not reduce the commitment for an existing Covered Workflow during its then-current service term unless the client agrees in writing. The effective date at the top identifies the current version.