Service Level Agreements (SLAs) – Calicx LLC

Last Updated: August 30, 2025
Effective Date: August 30, 2025

This Service Level Agreement (SLA) outlines the minimum level of service that Calicx LLC (“Calicx,” “we,” “our,” or “us”) guarantees to its customers for various services. This document details the availability, performance, and support commitments for our platforms, products, and services.

Please note that specific SLAs for enterprise-level or custom solutions will be outlined in individual service contracts and statements of work.

1. Service Availability

1.1 Uptime Guarantees:

Standard Services: 99.9% monthly uptime guarantee. This excludes scheduled maintenance.
Premium & Enterprise Services: 99.99% monthly uptime guarantee with enhanced redundancy and priority support.

1.2 Scheduled Maintenance:

Scheduled maintenance windows are typically performed during off-peak hours (e.g., weekends between 12:00 AM - 6:00 AM PST) and will be communicated at least 48 hours in advance. These periods are excluded from uptime calculations.

1.3 Emergency Maintenance:

In rare cases, emergency maintenance may be required to address critical security vulnerabilities or severe performance issues. We will provide notice whenever possible.

2. Performance Standards

2.1 Cloud and AI Services:

API Response Times: Target average response time of less than 200ms for core API endpoints (excluding initial model loading times for AI).
Data Processing Latency: Specific latency targets for AI model inference and cloud data processing will be defined in individual service agreements.

2.2 Support Response Times:

Critical Issues (Service Down/Major Data Loss): Target initial response within 4 hours.
High-Priority Issues (Degraded Performance/Significant Impact): Target initial response within 8 hours.
Medium-Priority Issues (Minor Bugs/Feature Requests): Target initial response within 24 hours.
Low-Priority Issues (General Inquiries/Documentation): Target initial response within 48 hours.

3. Service Credits (For SLA Breaches)

If Calicx fails to meet the guaranteed monthly uptime for Standard or Premium/Enterprise Services, customers may be eligible for service credits as follows:

99.0% - 99.9% Uptime: 10% of the monthly service fees for the affected service.
95.0% - 99.0% Uptime: 25% of the monthly service fees for the affected service.
Below 95.0% Uptime: 50% of the monthly service fees for the affected service.

Service credits are calculated based on the monthly fees for the affected service component and are the sole and exclusive remedy for any failure to meet uptime guarantees. Credits will be applied to future invoices.

4. Exclusions from SLA

The SLA does not apply to any performance issues or downtime caused by:

Factors outside Calicx's reasonable control (e.g., Force Majeure events, internet access or related issues beyond the demarcation point of our network).
Customer's hardware, software, or network connectivity.
Customer's or third-party acts or omissions.
Customer's breach of the Terms & Conditions or Acceptable Use Policy.
Beta or trial services.
Third-party services or integrations not directly controlled by Calicx.

5. Claiming Service Credits

To claim service credits, customers must submit a written request to info@calicx.com within 30 days of the end of the month in which the SLA breach occurred. The request must include:

Account name and contact information.
Date and time of the incident(s).
Description of the affected service.
Detailed explanation of the downtime or performance issue.

Calicx will review the request and notify the customer of the outcome within a reasonable timeframe. Unused service credits expire 12 months after issuance.

6. Amendments to This SLA

Calicx reserves the right to modify this SLA at any time. Material changes will be communicated to customers via email or prominent notice on our platform at least 30 days prior to becoming effective.

7. Contact Information

For questions regarding this SLA, please contact:

Calicx LLC – Legal & Billing Departments
📧 info@calicx.com
📞 +1 (862) 701-4830
📍 30 N Gould St # 50057, Sheridan, WY 82801

This Service Level Agreement is effective as of the date listed above.