Service Level Agreement — Summary

1. Uptime Commitments

All response and repair targets are measured from confirmed ticket creation in the NOC system. Times are calendar hours (24/7).

2. Availability Measurement

Monthly availability is calculated as follows:

“Unplanned Downtime” is defined as total minutes during the calendar month in which the service is unavailable due to a fault within Sofia Connect’s network, excluding Scheduled Maintenance and SLA Exclusions listed in Section 4. Downtime is measured from the time a fault ticket is opened in the NOC system to the time service is confirmed restored.

3. Service Credits

If Sofia Connect fails to meet the monthly uptime SLA for a service, the Customer is entitled to a service credit applied to the next invoice. Credits are calculated as a percentage of the affected service’s monthly recurring charge (“MRC”):

Service credits are the Customer’s sole and exclusive remedy for SLA failures. Credits are non-transferable, have no cash value, and may not be applied retroactively beyond the immediately preceding calendar month. Total credits in any month shall not exceed 50% of the affected service’s MRC.

To claim a credit, the Customer must submit a written request to noc@sofia-connect.net within fifteen (15) days of the end of the affected month, referencing the NOC ticket number(s).

4. SLA Exclusions

The following events are excluded from SLA downtime calculations. Service unavailability caused by any of the following does not entitle the Customer to a credit:

• Scheduled Maintenance.Planned work carried out with at least 48 hours’ advance notice to the Customer.
• Emergency Maintenance. Urgent work required to protect network or security integrity, notified to the Customer as soon as reasonably practicable.
• Force Majeure.Events beyond Sofia Connect’s reasonable control, including natural disasters, floods, fires, acts of war or terrorism, civil unrest, power grid failures, or acts of government.
• Customer-caused issues. Faults resulting from Customer equipment, incorrect configuration, AUP violations, or actions taken by the Customer or its agents.
• Third-party networks.Outages on networks not operated or controlled by Sofia Connect, including upstream transit providers, IXP infrastructure, or the public internet beyond Sofia Connect’s peering points.
• DDoS and Volumetric Attacks.Service degradation caused by volumetric cyberattacks directed at the Customer’s IP space, to the extent Sofia Connect implements mitigation measures in good faith.
• Customer request.Downtime resulting from work carried out at the Customer’s explicit written request.

5. Incident Reporting

Sofia Connect’s Network Operations Centre (“NOC”) operates 24 hours a day, 7 days a week, 365 days a year, including public holidays.

6. SLA Reporting

Upon request, Sofia Connect will provide monthly availability reports for contracted services, delivered within five (5) business days of the end of each calendar month. Reports are delivered in PDF or CSV format to the Customer’s designated technical contact.

7. Amendments

Sofia Connect may amend this SLA Summary with thirty (30) days’ written notice. Changes do not affect SLA commitments already in effect under executed Service Agreements unless mutually agreed in writing by both parties.