Service Level Agreement

This agreement outlines the service level and compensation for Kubit products. The policy governs the use of services installed and managed by Sabz System and applies separately to each account using Kubit. In case of conflict between the terms of this SLA and the terms of the customer's Kubit agreement or other agreements with us that govern your use of our services ("Agreement"), the terms and conditions of this SLA will apply. However, for other services used on this platform, their respective service level agreements will be the criterion. This service level may be updated over time, and the latest version will always be the criterion.

The following words and phrases in this document are considered the only acceptable definitions for both the customer and provider, even if they have other meanings in custom or laws:

• "Cluster": A Kubernetes cluster with at least three master nodes provided by the Kubit Kubernetes service.
• "Thirty-Day Interval": The time interval from the tenth to the ninth of the following month, during which service charges are calculated. This interval may vary in different contracts, in which case the agreed interval will be the criterion. For calendar months with 31 days, calculations will include all 31 days. If service usage begins within an interval of less than 30 days, calculations will be based only on the actual usage duration.
• "Disruption": Any complete or partial disruption of shared access, provided it is not due to suspension or termination of shared services resulting from violation of commitments in the ordering contract and general terms of use of Sabz System services and products.
• "Monthly Uptime Percentage": For a specific cluster, calculated by subtracting the percentage of 5-minute intervals during which the endpoint was unavailable from 100% during the monthly billing cycle. If a cluster runs for only part of the month, 100% availability is assumed for the non-operational period. Any direct or indirect unavailability resulting from "Kubit Service Level Agreement Exceptions" is deducted from these measurements.
• "Service Credit": A monetary credit calculated as described above that can be applied to an eligible account.
• "Unavailable" and "Unavailability": For cloud processing services, means the virtual machine has no external connectivity. For the managed Kubernetes platform, means all requests to the Kubernetes API server within a 5-minute interval fail.

Sabz System employs reasonable commercial efforts to ensure that:

• Connectivity to the Kubernetes API in the Kubit Kubernetes service
• Virtual machines in the cloud processing service

are available at least 99.95% of the time during each monthly billing cycle within the thirty-day interval ("Service Commitment"). If Kubit fails to meet the monthly uptime percentage commitments, the customer becomes eligible to receive service credits as detailed below.

Service credits are calculated as a percentage of fees paid by the customer for Kubit Kubernetes clusters that have not met the monthly uptime percentage commitment in a billing cycle, according to the following schedule:

Service credit terms:

• Credits apply only against future payments for the same Kubit Kubernetes service
• Credits become void if not used for the same service
• We may, at our discretion, issue credits to other Kubit Kubernetes services of the same customer
• Credits do not entitle customers to refunds or payments for other Kubit services
• Credits are only issued if the amount exceeds one hundred thousand Iranian Rials for the monthly billing cycle
• Credits are non-transferable and cannot be converted to cash
• Unless explicitly stated otherwise in the agreement, service credits are the sole remedy for any service unavailability or failure

Service commitments do not apply to unavailability, suspension, termination, or other operational issues of Kubit Kubernetes under these conditions:

• Factors beyond our logical control, including force majeure events or internet access issues
• Terms agreed upon in the general terms of use document
• Customer's voluntary actions or inactions (e.g., cluster restarts, version updates, configuration changes)
• Open-source software issues causing recurring failures or cluster inactivity
• Customer equipment, software, or other technologies
• Suspension or termination of customer's right to use Kubit Kubernetes per the agreement

Service credits for cloud processing are calculated according to this schedule:

Additional benefit: Kubit does not charge for hours during which VMs are unavailable for more than six minutes per hour.

Service commitments do not apply to unavailability, suspension, termination, or other operational issues under these conditions:

• Factors beyond our logical control
• Terms agreed upon in the general terms of use document
• Customer's voluntary actions or inactions
• Customer equipment, software, or other technologies
• Suspension or termination of service rights per the agreement

Service credits for object storage are calculated according to this schedule:

Service commitments do not apply to unavailability, suspension, termination, or other operational issues under these conditions:

• Factors beyond our logical control
• Terms agreed upon in the general terms of use document
• Customer's voluntary actions or inactions
• Customer equipment, software, or other technologies
• Suspension or termination of service rights per the agreement

Service credits for cloud software are calculated according to this schedule:

Service commitments do not apply to unavailability, suspension, termination, or other operational issues under these conditions:

• Factors beyond our logical control
• Terms agreed upon in the general terms of use document
• Customer's voluntary actions or inactions
• Customer equipment, software, or other technologies
• Suspension or termination of service rights per the agreement

To receive service credits:

1. Submit a claim by opening a ticket in Kubit support
2. Submit within the second billing cycle after the incident
3. Include in the ticket:
   • Title: "Kubit Service Level Agreement Credit Request"
   • Billing cycle details with dates and times
   • Affected data centers and clusters
   • Documentation of errors (redact sensitive information)

Claims confirmed by us as valid will receive credits within one billing cycle. Failure to provide complete information disqualifies the claim.