BRODMANN SERVICE LEVEL AGREEMENT (SLA)
[1.0] PURPOSE AND SCOPE
This Service Level Agreement ("SLA") defines the operational performance, availability guarantees, and support response benchmarks provided by Brodmann (a Data & Analytics division of 0X0STUDIOS) for active Framework deployments (including BI-0). This SLA applies exclusively to Clients maintaining active License and Runtime Fee accounts in good standing.
[2.0] SERVICE AVAILABILITY & UPTIME GUARANTEE
[2.1] Target Availability: Brodmann guarantees a 99.5% Monthly Uptime for all active, hosted Framework routing architectures and pipeline engines.
[2.2] Uptime Calculation: Monthly Uptime Percentage is calculated as:
Total Minutes in Month minus Unplanned Outage Minutes, divided by Total Minutes in Month, multiplied by 100.
[2.3] Measurement Period: Uptime is measured over each calendar month during which the Client's Monthly Runtime Fee has been paid.
[3.0] SCHEDULED MAINTENANCE AND UPDATES
[3.1] Maintenance Windows: Planned maintenance for server infrastructure, container optimization, or MINOR/PATCH Framework updates will occur during designated low-traffic hours.
[3.2] Advance Notice: Brodmann MUST notify the Client at least 24 hours prior to any planned maintenance that may result in temporary Framework unavailability.
[3.3] Exclusions from Outage: Scheduled maintenance conducted within notified windows SHALL NOT count toward Unplanned Outage Minutes in uptime calculations.
[4.0] INCIDENT SEVERITY & RESPONSE BENCHMARKS
When an operational incident occurs, response times are governed by the following severity framework:
* Severity 1 — Critical (System Down):
* Definition: Complete failure of the Framework; data pipeline processing or delivery is entirely halted with no workaround.
* First Response Time: Within 2 Hours.
* Target Resolution: Continuous priority effort until restored.
* Severity 2 — High (Major Feature Degradation):
* Definition: Core functions (e.g., report generation or specific output channels) are significantly impaired or running with heavy latencies.
* First Response Time: Within 6 Hours.
* Target Resolution: Within 24 Hours.
* Severity 3 — Normal (General Issue / Minor Inquiry):
* Definition: Minor performance issues, formatting bugs, or general support questions that do not halt output delivery.
* First Response Time: Within 24 Hours (Business Days).
* Target Resolution: Resolved in upcoming PATCH/MINOR release.
[5.0] DATA PIPELINE & ACCURACY STANDARDS
[5.1] Routing Execution: Brodmann guarantees that Framework execution subroutines will attempt processing upon receipt of valid source arguments or schedule triggers.
[5.2] Upstream Source Failures: Brodmann is responsible for pipeline transport and engine routing. Brodmann is NOT responsible for latency, downtime, or output errors caused by unresponsive third-party APIs, modified client source schemas, or corrupted input data.
[6.0] SERVICE EXCLUSIONS
This SLA and its uptime commitments SHALL NOT apply to service disruptions caused by:
* Unpaid or overdue Runtime Fees (triggering immediate framework pause under Section 8.4 of the Commercial Terms).
* Factors outside Brodmann's reasonable control, including third-party cloud provider outages, upstream API failures, or global telecommunication disruptions.
* Client input error, misconfigurations of source data parameters, or malicious/harmful inputs.
* Force Majeure events or emergency security shutdowns required to protect system integrity.
[7.0] GOVERNANCE & RELATIONSHIP TO COMMERCIAL TERMS
This SLA operates as a supplement to the Brodmann Commercial Terms. In the event of any conflict between this SLA and the Commercial Terms, the Commercial Terms shall govern.
EXECUTED BY:
Legal & Operations Department