XYNOVAETHRIX – SERVICE LEVEL AGREEMENT (SLA) POLICY + TERMS & CONDITIONS

1. Purpose

This Service Level Agreement (SLA) Policy and Terms & Conditions define the service performance standards, responsibilities, and obligations of XYnovaethrix towards users, partners, and affiliates, ensuring reliability, transparency, and accountability.

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2. Scope

Applies to: - All XYnovaethrix platforms, APIs, services, and digital products - Users, developers, partners, and affiliates - Internal operations and support teams responsible for service delivery

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3. Service Availability & Performance

- Uptime Guarantee: Target 99.9% availability per calendar month for core services - Performance Metrics: API response times, transaction processing times, and platform load times monitored continuously - Maintenance Windows: Scheduled maintenance communicated in advance; emergency maintenance may occur as needed

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4. Support & Response

- Support Channels: Email, ticketing system, and priority escalation for partners - Response Times: Standard queries within 24 hours; high-priority incidents within 2 hours - Resolution Targets: Critical service issues resolved as quickly as feasible; root cause analysis provided

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5. User Responsibilities

- Provide accurate service usage data and timely communication of issues - Follow best practices for account security and system usage - Comply with platform T&Cs, privacy, and security policies

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6. Incident Management

- Detection: Real-time monitoring and alerts - Classification: Low, medium, high, critical severity levels - Communication: Incident notifications to affected users and stakeholders - Resolution: Containment, recovery, and preventive measures implemented

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7. SLA Exclusions

- Outages caused by third-party services or integrations outside XYnovaethrix control - Force majeure events (natural disasters, political instability, widespread internet outages) - User actions that violate policies or compromise security

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8. Terms & Conditions

- SLA constitutes a commitment by XYnovaethrix but does not create contractual liability beyond this agreement unless separately agreed in writing - Users and partners accept the SLA by using services - Founder retains override authority for high-impact incidents - Disputes resolved according to entity charter or governing jurisdiction

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9. Classified Internal Addendum (Not Public)

- Detailed internal dashboards tracking uptime, performance, and incident metrics - Executive-level escalation protocols for high-impact outages - Mitigation and contingency plans for critical failures - Founder and emergency intervention authorities

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10. Amendments

This SLA Policy & T&Cs may be updated periodically to reflect changes in operational capacity, risk, or service scope.

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Last Updated: [Insert Date]