Service Level Agreement

This Service Level Agreement ("SLA") applies to Customers with a paid subscription to Intelsieve, LLC's ("Intelsieve", "we", "our", or "us") platform and related services (the "Services"). This SLA is incorporated into and governed by our Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

1. Introduction

Intelsieve is committed to providing a reliable, high-quality threat intelligence platform. This SLA defines our service commitments, how we measure them, and the remedies available to you if we fail to meet them.

2. Scope

This SLA applies to the following components of the Services:

• Intelsieve web application (vision.intelsieve.com)
• Intelsieve REST API (vision.intelsieve.com/api)
• Alert delivery and notification systems
• Dark Web & OSINT Monitoring
• Attack Surface Management

This SLA does not apply to: (a) free or trial plan Services; (b) Services provided "as is" under a beta or preview designation; (c) third-party integrations or data sources outside our direct control; or (d) features explicitly excluded in your order form.

Use of the Services is also subject to Intelsieve's Acceptable Use Policy available at intelsieve.com/legal/acceptable-use, which is incorporated by reference. Service commitments in this SLA are conditioned on your compliance with the Acceptable Use Policy.

3. Service Availability

3.1 Uptime Commitment

Intelsieve commits to the following monthly uptime percentages for the covered Services:

Where the Services are provided on a contract basis and the applicable order form does not specify a monthly uptime target, the default in Section 3.3 applies.

3.2 Downtime Definition

"Downtime" means the total accumulated minutes in a calendar month during which the Service is unavailable or functionally impaired such that you cannot log in, query the API, or receive alerts. Downtime is measured from the time you submit a support ticket or we detect the issue, whichever is earlier, to the time service is restored.

Where our monitoring records establish that the Service was in fact unavailable before the earlier of your support ticket and our detection, Downtime is instead measured from the time the Service first became unavailable as shown by those records, except that Downtime may not be measured from a point more than 4 hours before the earlier of your support ticket and our detection. This Section fixes the start of the measurement period only; it does not create any obligation to detect an incident within any particular time.

3.3 Default Uptime Commitment

Where the Services are provided on a contract basis (the contract row identified in Section 3.1) and the applicable order form, master services agreement, or addendum does not specify a monthly uptime target, the monthly uptime target for that Customer is 98.0%, the same target that applies to all paid plans under Section 3.1. That figure is deemed to be the uptime commitment applicable to that Customer under Section 3.1 for all purposes of this SLA.

This Section applies only where no monthly uptime target has been specified. Where an order form, master services agreement, or addendum specifies a monthly uptime target, that specified target governs and is not reduced, waived, or otherwise modified by this Section.

Service credits for a failure to meet a target established under this Section are calculated under the schedule in Section 7.1 on the same basis as for any other target under Section 3.1, and are subject to the claim procedure in Section 6 and the limitations in Sections 7.1 and 7.2.

4. Performance Commitments

4.1 Alert Delivery

For threat events detected within our monitored data sources, we commit to the following alert delivery SLOs:

Alert delivery SLOs apply to the delivery of alerts to the platform and configured notification channels (email, webhook, API). They do not guarantee the accuracy, completeness, or real-world significance of the underlying threat data, which is subject to the accuracy disclaimer in our Terms of Service.

4.2 API Response Time

For API calls made through our published REST API, we target a P95 response time of under 2 seconds for standard query endpoints under normal load conditions. This commitment excludes complex bulk export requests, scheduled report generation, and endpoints designated as asynchronous.

4.3 Support Response Times

Support hours: 09:00–18:00 US Eastern, Monday–Friday, excluding US federal holidays.

5. Data Privacy

Data processing under the Services is governed by Intelsieve's Data Processing Agreement (DPA), available at intelsieve.com/legal/dpa, which is incorporated by reference into this SLA. Where the DPA conflicts with this SLA on data processing matters, the DPA prevails. Breach notification timelines and data retention commitments are defined in the DPA and are not modified by this SLA.

6. Monitoring and Reporting

We notify Customers of service incidents affecting the covered Services by email to the address associated with your account and by in-platform notification. Monthly uptime reports are available on request from support@intelsieve.com.

To claim a service credit, you must submit a credit request to support@intelsieve.com within 30 days of the end of the calendar month in which the SLA breach occurred. Late requests will not be processed.

7. Remedies

7.1 Service Credits

If we fail to meet the uptime commitments in Section 3.1 in any calendar month, you are eligible for a service credit applied to your next invoice. Shortfall is measured in percentage points below the Monthly Uptime Target applicable to you:

Service credits are not redeemable for cash and may not exceed 50% of the monthly subscription fee for the affected month. Credits do not carry over beyond the next billing cycle.

For the purposes of this SLA, the "monthly fee" and the "monthly subscription fee" for a calendar month mean the recurring subscription fee payable for the Services for that month. Where fees are billed annually, the monthly fee for the affected month is one twelfth of the annual subscription fee. Where fees are billed for any other period longer than one month, the monthly fee for the affected month is the subscription fee for that period divided by the number of months in it. Where an order form, master services agreement, or addendum states a monthly fee for the purposes of this SLA, that stated figure applies instead. One-off charges, professional services fees, overage charges, and taxes are excluded from the monthly fee.

7.2 Sole Remedy and Liability Cap

Service credits under this SLA constitute Customer's sole financial remedy for service failures covered by this SLA. Credits are subject to, and do not modify, the liability limitations set out in Intelsieve's Terms of Service (Section 11). Nothing in this SLA increases the aggregate liability cap established in the Terms of Service.

8. Exclusions

SLA commitments do not apply to downtime or performance degradation caused by:

• Your actions or omissions, including misconfiguration, misuse, or violation of the Acceptable Use Policy
• Force majeure events as defined in the Terms of Service
• Scheduled maintenance windows (announced at least 48 hours in advance by email to the address associated with your account and by in-platform notification)
• Emergency maintenance required to address critical security vulnerabilities (announced as soon as practicable)
• Third-party services or data sources outside Intelsieve's direct control
• Failures of the third-party content delivery, DNS, network security, or DDoS mitigation providers through which the Services are delivered, except where the failure is caused by Intelsieve's own configuration of those services
• Facility-level failures at a third-party data centre at which the Services are hosted, including loss of power, cooling, or physical network connectivity, and hardware failures requiring replacement by the facility provider. This exclusion does not extend to downtime arising from Intelsieve's own configuration or deployments, or from Intelsieve's failure to bring standby capacity into service within a reasonable time
• Internet or network connectivity failures outside Intelsieve's infrastructure
• DDoS attacks or other malicious external actions beyond our reasonable control

9. Term

This SLA is effective for the duration of your paid subscription. It does not apply during any free trial or grace period. We may update this SLA with at least 30 days' prior written notice; updates will not reduce your credits for SLA breaches that occurred before the effective date of the update.

10. Contact

For SLA and uptime inquiries:

• Support: support@intelsieve.com
• Legal inquiries: legal@intelsieve.com