Imperial Eminence Cyberguard Corporation · The Ivory Index
Service Level Agreement
Tier IV — Enterprise Governance · Ref: IECC-T4-004 · Version 1.0 · Effective 14 June 2026
This Service Level Agreement ("SLA") defines measurable service commitments for The Ivory Index cloud-based services where expressly incorporated into an Order Form. This SLA does not apply to: (i) the local-first desktop Software; (ii) beta or preview features; (iii) free or zero-fee tiers; or (iv) services whose degradation is caused by Customer actions, third-party providers outside IECC's control, or Force Majeure Events.
| Service Tier | Monthly Availability Target | Max Monthly Downtime |
|---|---|---|
| Standard | 99.0% | ~7.3 hours |
| Priority | 99.5% | ~3.6 hours |
| Enterprise | 99.9% | ~43.8 minutes |
"Availability" means the cloud service API or web interface is reachable and returning valid responses. Availability is measured monthly as: (total minutes − unplanned downtime minutes) / total minutes × 100.
| Severity | Standard | Priority | Enterprise |
|---|---|---|---|
| P1 — Service Unavailable | 4 business hours | 1 business hour | 30 minutes (24×7) |
| P2 — Major Degradation | 1 business day | 4 business hours | 2 business hours |
| P3 — Minor Defect | 3 business days | 1 business day | 4 business hours |
| P4 — Cosmetic | 10 business days | 5 business days | 2 business days |
Response times are measured from receipt of a valid support ticket. "Business hours" means 09:00–18:00 GMT, Monday–Friday, excluding public holidays.
| Monthly Availability Achieved | Service Credit (% of Monthly Fee) |
|---|---|
| Below committed target but ≥ 99.0% | 5% |
| < 99.0% but ≥ 98.0% | 10% |
| < 98.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Service credits are the Customer's sole and exclusive remedy for SLA failures. Credits are applied to the following month's invoice. Credits are not paid in cash and do not accrue interest. Maximum credits in any calendar month shall not exceed 50% of that month's fees.
To claim a service credit, Customer must submit a written request to legal@imperialecc.com within 15 days of the end of the affected calendar month, including: dates and times of unavailability; description of impact; and any supporting logs or screenshots. Failure to submit within 15 days constitutes a waiver of the credit for that period.
Availability commitments and service credits do not apply to downtime caused by: Customer actions or misuse; third-party service failures outside IECC's control; Force Majeure Events; scheduled maintenance; beta features; or failure of Customer's internet connectivity or hardware.
