Service Level Agreement (SLA)

Scope of This SLA

This Service Level Agreement (“SLA”) is incorporated into, and forms part of, the Database Mart LLC Terms of Service (“TOS”). Capitalized terms not defined in this SLA have the meanings given in the TOS. This SLA outlines Database Mart LLC's commitment to network and hardware reliability and describes the exclusive remedies available if we do not meet that commitment. At Database Mart LLC, we guarantee 99.9% network and platform uptime for the applicable Services described below.

Exemption Scenarios

The following situations are outside the control of Database Mart LLC and are not within the scope of this SLA's Compensation Policy:

• Scheduled Network Maintenance – We will do everything reasonably possible to minimize downtime during scheduled maintenance and will provide prior notification to the email address on file. Scheduled maintenance periods are not eligible for SLA credits.
• Hardware Regular Maintenance – We conduct regular hardware inspections and may schedule maintenance or replacement of hardware deemed unfit for continued use, with advance notice. Downtime from such planned, communicated maintenance is not eligible for compensation.
• Hardware Failure Replacement – For Dedicated Servers and GPU Dedicated Servers, Database Mart LLC guarantees faulty hardware will be replaced within eight (8) hours of identifying the issue. If not met, compensation applies per Section 3. This guarantee: excludes time for software-side work (rebuilding accounts, RAID reconstruction); and does not apply where replacement requires a non-stock, custom-configured, or scarce GPU component not reasonably available in our standard spare-parts inventory — we will use commercially reasonable efforts to source a replacement or temporary substitute and keep the customer informed.
• Software Maintenance – Where Database Mart LLC manages a customer's server, occasional software updates may be required; we cannot guarantee a specific completion time in all situations.
• Malicious Attacks – If an unaffiliated third party initiates a DoS, virus attack, or hacking attempt, we will make every reasonable effort to mitigate but cannot guarantee a specific resolution time.
• Force Majeure – Circumstances beyond Database Mart LLC's reasonable control, including acts of government, war, insurrection, sabotage, armed conflict, embargo, fire, flood, labor disturbance, interruption or delay in transportation or telecommunications, or failure of third-party software or services.
• Customer Responsibilities – Downtime resulting from customer misuse, abuse, overuse, or violation of Database Mart LLC's policies is not covered, including but not limited to: custom scripting/coding (e.g., CGI, Perl, ASP); custom operating systems or kernel modifications; custom firewall rules; and customer-selected or customer-configured AI/ML models, inference workloads, or related software running on GPU servers.

Compensation Policy

Subject to the Exemption Scenarios above, if Database Mart LLC fails to meet the guaranteed 99.9% network and platform uptime, we will issue a service credit equal to three (3) times the amount of “Additional Downtime,” calculated as follows: 99.9% uptime over a 30-day period permits a maximum of approximately 0.72 hours of downtime; any downtime beyond that allowance in the relevant billing month is “Additional Downtime.”

• All requests for compensation must be submitted within 8 business days of the incident.
• Total compensation for any single incident or billing period may not exceed the affected Service's monthly recurring charge.
• Service credits are applied solely as a credit toward future invoices for the affected account and are not redeemable for cash and not eligible for refund via the original payment method.
• The service credit described in this Section 3 is the customer's sole and exclusive remedy for any failure to meet the uptime or hardware-replacement commitments in this SLA, in lieu of any other remedy at law or in equity, consistent with the Limitation of Liability provisions of the TOS.

Effective Date and Prior Incidents

The compensation multiplier and hardware-replacement window described in Sections 2.3 and 3 above apply to incidents occurring on or after the Effective Date stated at the top of this SLA. Incidents that occurred before the Effective Date will be evaluated and compensated, if applicable, under the version of the SLA in effect at the time the incident occurred.

How to Submit a Claim

To request an SLA credit, submit a support ticket or email billing@databasemart.com within the 8-business-day window described in Section 3, including your account/service identifier, the dates and approximate duration of the incident, and any supporting information. We will review the claim against our internal monitoring records and respond with our determination.

Contact

For questions or claims regarding this Service Level Agreement, please contact us via the details below.