Service Level Agreement

This Service Level Agreement ("SLA") describes the availability commitment provided by Cited, Inc. for eligible AcuGIS hosted services.

Availability Commitment

AcuGIS provides a 99.99% monthly availability commitment for eligible hosted services unless a different service level is specified in your order, service description, or separate agreement.

This SLA applies only to services expressly identified as covered by the AcuGIS SLA.

Self-hosted software and services running on infrastructure not operated by AcuGIS are not covered by this SLA.

Availability

Availability means that the AcuGIS-managed network and infrastructure necessary to access the covered service are operational and reasonably available.

Availability does not guarantee that every individual application function, customer configuration, integration, data source, or third-party service will be available at all times.

Service Credits

If availability for a covered service falls below 99.99% during a calendar month, you may request a service credit.

For qualifying downtime, AcuGIS will credit 5% of the monthly fee for the affected hosted service for each 45-minute interval of qualifying unavailability, up to a maximum credit equal to 100% of the monthly fee for that service.

Service credits are applied to future invoices and are not cash refunds.

Exclusions

Downtime does not qualify for service credits when caused by circumstances outside AcuGIS's reasonable control, including:

• Customer configuration, software, systems, or actions
• Third-party services or integrations not operated by AcuGIS
• Internet or network failures outside AcuGIS infrastructure
• DNS failures outside our control
• Denial-of-service attacks or other malicious activity
• Force majeure events
• Suspension resulting from non-payment or violation of our Terms of Service
• Emergency action reasonably necessary to protect the security or integrity of the service

Scheduled maintenance announced in advance is excluded from availability calculations unless otherwise specified for your service.

Maintenance

We may perform scheduled maintenance, upgrades, and security work necessary to maintain reliable and secure services.

Where practical, we will provide advance notice of maintenance expected to materially affect service availability.

Claims

To request an SLA credit, contact AcuGIS support within 30 days of the incident and provide sufficient information to identify:

• The affected service
• The approximate date and time of the incident
• The nature of the service interruption

We will review the incident against our service and infrastructure records.

Approved credits will be applied to a future invoice.

Customer Systems

Customers remain responsible for their own applications, configurations, credentials, data, and systems unless responsibility for those components is expressly included in an AcuGIS managed service.

Custom Service Levels

Dedicated, enterprise, managed, and custom deployments may include different availability commitments, support response targets, or other service levels.

Where a separate written SLA applies, that agreement takes precedence over this general SLA.

Sole Remedy

Service credits provided under this SLA are the customer's sole and exclusive remedy for failure to meet the availability commitment, except where otherwise required by applicable law or agreed in writing.

Contact

Questions or SLA claims may be submitted to:

AcuGIS / Cited, Inc.
Wilmington, Delaware, USA

Email: hello@citedcorp.com