Service Level Agreement

Section 1

Uptime Commitment

QENEX commits to the following monthly uptime targets, measured as the percentage of total minutes in the calendar month during which the API endpoints listed in Section 3 are available (excluding Scheduled Maintenance and the Exclusions in Section 5):

• QENEX Pulse Business: 99.5% (allowed downtime ≈ 3h 39m/mo)
• QENEX Pulse Compliance: 99.9% (allowed downtime ≈ 43m 49s/mo)

QENEX publishes live status at qenex.ai/status/ and historical availability evidence as part of the daily IPFS + OpenTimestamps anchor chain. Honest disclosure: at the date of this version, QENEX has insufficient operational history to publish a long-run uptime average; we publish only what we observe at request time.

Section 2

Service Credits

If QENEX fails to meet the monthly uptime target, the Customer is entitled to the following service credit applied against the next monthly invoice:

• Monthly uptime ≥ target: no credit due.
• Below target but ≥ 99.0%: 10% of that month’s subscription fee.
• Below 99.0% but ≥ 95.0%: 25% of that month’s subscription fee.
• Below 95.0%: 50% of that month’s subscription fee.

The Customer must claim credits in writing to sla@qenex.ai within thirty (30) days of the end of the affected month, providing the evidence on which the claim is based (e.g., screenshots of the public status page during the incident). Service credits are the Customer’s sole and exclusive remedy for any failure to meet the uptime target.

Section 3

Covered Endpoints

The SLA applies to the availability of the following endpoints only:

• pulse.qenex.ai/pulse/* — Pulse dashboard and authenticated UI
• qenex.ai/api/v1/pulse/* — public-API surface
• qenex.ai/pulse/, /regulators/, /status/ — marketing and status surfaces

The SLA does not cover: storefront infrastructure (qenex.ai apex SPA, domain registration, mail submission); third-party-dependent operations (Stripe checkout, certificate authorities, IPFS pinning latency, OpenTimestamps anchor confirmation depth, public DNS resolution); or the accuracy or completeness of Pulse scan findings (covered by Terms Section 9).

Section 4

Response Times (Compliance tier)

For Compliance-tier customers only, QENEX commits to the following first- response times for support tickets opened via support@qenex.ai with the relevant severity tag:

• P1 – Service unavailable, no workaround: 1 business hour
• P2 – Significant impairment: 4 business hours
• P3 – Limited impact: 1 business day
• P4 – Question / enhancement request: 3 business days

Business hours are 09:00–17:30 UK time on UK working days, excluding bank holidays. First-response times are commitments to acknowledge and triage; they are not commitments to resolution time, which depends on the nature of the issue. Business-tier and Starter-tier customers receive best-effort support without committed response times.

Section 5

Exclusions from Downtime

The following are excluded from the calculation of monthly uptime:

• Scheduled Maintenance announced at least seven (7) days in advance via qenex.ai/status/; total Scheduled Maintenance shall not exceed eight (8) hours per calendar month.
• Emergency security patches announced as soon as practicable, typically less than one (1) hour notice; QENEX shall keep the window as short as the patch requires.
• Downtime caused by the Customer’s acts or omissions, by misuse contrary to documentation, by the Customer’s exceeding agreed quotas, or by the Customer’s own infrastructure (DNS, mail server, etc.).
• Downtime caused by Force Majeure events as defined in the Terms.
• Downtime caused by failures of third-party services on which the QENEX service depends and which are outside QENEX’s reasonable control.
• Beta or preview features expressly labelled as such.

Section 6

Measurement Methodology

QENEX measures availability from at least two geographically diverse vantage points (currently within the EU and the United Kingdom) probing each Covered Endpoint at one-minute intervals. An endpoint is considered “down” for a minute if more than 50% of vantage points record an HTTP error (5xx series or connection failure) or a response time exceeding 30 seconds. The methodology, its source code identifier, and a representative dataset anchor are published at qenex.ai/legal/evidence/.

Contact

Claim or Question

QENEX LTD · Companies House 16523814 · 20 Wenlock Road, London N1 7GU
SLA claims: sla@qenex.ai
Compliance-tier support: support@qenex.ai