SLA — Service Level Agreement

1. Definitions

• "Service": The TAVO SaaS platform operated by CL Lumina, LLC.
• "Customer": The enterprise entity subscribed to the Service.
• "Downtime": Period during which the Service is unavailable, excluding SLA exclusions defined in section 9.
• "Monthly Uptime Percentage (MUP)": Metric calculated per the formula in section 3.
• "Service Credit": Compensation in the form of a discount applied to future invoices for MUP non-compliance.

2. Service Availability Commitment

CL Lumina, LLC commits to maintaining a 99.5% Monthly Uptime Percentage for TAVO Service production environments.

This commitment applies to the availability of the platform's main interface and critical Service APIs, measured in natural monthly cycles.

3. Uptime Percentage Calculation

Downtime excluded from the calculation includes:

• Scheduled maintenance (with 48-hour advance notice when possible)
• Emergency maintenance necessary to preserve system security
• Failures of third-party providers outside the Company's control
• Incidents caused by the Customer or its users
• Force majeure events (natural disasters, conflicts, pandemics, etc.)
• Internet connectivity issues outside the Company's control

4. Scheduled Maintenance

Scheduled maintenance will be performed, whenever possible, outside standard U.S. business hours (Mountain Time) and communicated in advance.

• Minimum advance notice: 48 hours, except for security emergencies
• Communication channel: email to registered account administrators
• Emergency maintenance may be performed without prior notice when necessary to protect system integrity

5. Customer Support

Standard support hours: Monday to Friday, 9:00 AM – 6:00 PM (Mountain Time, MT), excluding U.S. federal holidays.

Support contact: clluminallc@gmail.com

24/7 support may be available under a separate enterprise agreement. Check with your account manager for more information.

6. Incident Priorities and Response Times

Incidents are classified according to their impact on the Customer's operations:

7. Service Credits for SLA Non-Compliance

If the monthly MUP falls below 99.5%, the Customer may request a service credit applicable to future invoices:

Credits must be requested within 30 days of the affected month and only apply to future invoices. Service credits are the sole and exclusive remedy available for SLA non-compliance.

To request a credit, the Customer must submit a written request to clluminallc@gmail.com with evidence of non-compliance.

8. Security and Data Protection

The Company maintains commercially reasonable administrative, technical, and organizational safeguards, including:

• Encryption in transit via TLS (Transport Layer Security)
• Role-based access controls and least-privilege principle
• Audit logging of access and critical operations
• Periodic backups with minimum 7-day retention
• Continuous security monitoring

9. Backups and Disaster Recovery

• Standard backup retention: minimum 7 days, unless otherwise agreed
• RTO (Recovery Time Objective): up to 24 hours from declaration of the recovery incident
• RPO (Recovery Point Objective): up to 24 hours of maximum acceptable data loss

These objectives represent commercially reasonable goals, not absolute guarantees. They may be affected by the nature and scale of the incident.

10. SLA Exclusions

• Trial accounts or sandbox environments
• Customers with overdue or pending payments
• Use of unsupported or undocumented integrations
• Misuse of the Service or use not in compliance with the Terms of Service
• Interruptions caused by the Customer or its users
• Force majeure events
• Third-party provider interruptions (including internet infrastructure)

11. Limitation of Liability

This SLA does not extend the liability limits established in the TAVO Terms of Service. The Company's total liability for SLA breaches is limited to the service credits described in section 7.

The Company's total aggregate liability shall in no case exceed the amounts actually paid by the Customer during the twelve (12) months preceding the claim.

12. SLA Modifications

CL Lumina, LLC may update this SLA with reasonable advance notice. Changes will not apply retroactively to already accrued periods. Continued use of the Service following notification constitutes acceptance of the changes.

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