Service Level Agreement

This Service Level Agreement (the "SLA") sets out the availability commitment for the CLMSpace portal and API (together, the "Service") and the service credits available if we fall short. It forms part of the Master Services Agreement between you and CLMSpace Ltd.

1. Availability commitment

We commit to 99.9% monthly availability of the portal and API, measured per calendar month. Availability is measured by synthetic probes run from outside our production cluster against a representative set of read endpoints (currently /healthz, /api/standard-positions/resolve, and /api/counterparties) at a frequency of one probe per endpoint per minute.

Live availability is published at app.clmspace.com/status.

2. Definitions

Downtime

A period during which the Service is unavailable, established by three or more consecutive failed synthetic probes to the same endpoint. Downtime begins at the timestamp of the first failed probe in such a run and ends at the timestamp of the first subsequent successful probe.

Monthly availability

(total scheduled minutes − downtime minutes) / total scheduled minutes, expressed as a percentage, for the calendar month.

Excluded events

The following do not count as Downtime:

• Planned maintenance announced at least 48 hours in advance via email or the status page.
• Force majeure events outside our reasonable control, including major cloud-provider outages affecting a full Azure region.
• Issues caused by customer-supplied integrations, networks, or credentials (e.g., expired Dataverse OAuth secrets, SharePoint permission misconfigurations).
• Beta or preview features explicitly marked as such in the portal.

3. Service credits

If monthly availability falls below 99.9%, you may claim a credit against the affected month’s subscription fee on the following ladder:

• Monthly availability < 99.9% and ≥ 99.0% — 5% credit.
• Monthly availability < 99.0% and ≥ 97.0% — 10% credit.
• Monthly availability < 97.0% — 25% credit.

Service credits are your sole and exclusive remedy for any availability failure, and the aggregate credits issued in any calendar month will not exceed 25% of the monthly fee.

4. Claim process

1. Email sla@clmspace.com within 30 days of the end of the affected month.
2. Include your tenant identifier, the calendar month in question, and any incident references from app.clmspace.com/status.
3. We will verify the claim against our probe history and respond within 10 business days.
4. Approved credits are applied to the next invoice following the claim decision. Credits have no cash value and expire on termination of your subscription.

5. Status page

The public status page at app.clmspace.com/status publishes 24-hour, 7-day, and 30-day uptime per endpoint, p95 latency, the 30-day uptime calendar, and a list of recent incidents. It is the authoritative source for availability data used in service-credit calculations.

6. Changes

We may update this SLA from time to time. Material reductions in the availability commitment or credit ladder will be communicated at least 30 days before they take effect. The version history is retained in our public legal repository.

7. Contact

For SLA claims: sla@clmspace.com. For all other legal notices: legal@clmspace.com.