Service Availability
Last updated: June 2, 2026
This service level agreement (the “SLA”) sets out the availability commitment that applies to the Qevlar AI Services (the “Services”). In the event of a conflict between this SLA and the Qevlar AI Master Service Agreement or other agreement governing Customer's use of the Services (as applicable, the “Agreement”), the terms and conditions of this SLA prevail with respect to such conflict. Capitalized terms used herein but not defined herein have the meanings set forth in the Agreement.
Technical support response times and incident handling are addressed in Qevlar AI's separate Support Policy, available at qevlar.com/legal/support-policy.
1. Service Availability
Qevlar AI will use commercially reasonable efforts to make the Services available with the Monthly Availability Rate set out in the table below, measured per calendar month during the Subscription Term.
The “Monthly Availability Rate” is calculated per calendar month using the formula:
An “Interruption” means a period during which the Services are not accessible or usable by Customer, as monitored from Qevlar AI's network, other than as a result of any Availability Exclusion.
2. Remedy for Failure
Customer's sole and exclusive remedy for Qevlar AI's failure to meet the Monthly Availability Rate is as follows: if Qevlar AI fails to achieve the Monthly Availability Rate for three (3) consecutive calendar months, and Customer has been materially impacted by such failure, Customer may terminate the affected Order Form (and, at Customer's option, the Agreement) for cause upon thirty (30) days' written notice to Qevlar AI, provided that such notice is given within ninety (90) days following the third consecutive month of failure. Upon such termination, Qevlar AI will refund any prepaid but unused Fees for the affected Services, calculated pro rata from the effective date of termination. Failure to achieve the Monthly Availability Rate in fewer than three consecutive months does not, in itself, give rise to a termination right or to any other remedy under this SLA. The termination right in this section is in addition to, and does not waive, any other termination rights set forth in the Agreement.
3. Availability Exclusions
Interruption time does not include, and Customer will not be entitled to any remedy under this SLA for, any unavailability or degradation of the Services caused, directly or indirectly, by any of the following (each, an “Availability Exclusion”):
- Downtime due to scheduled maintenance (including platform upgrades, security patching, and infrastructure changes) or emergency maintenance (including critical security patches, vulnerability remediation, and response to threats or attacks);
- Any actions of Qevlar AI when complying with the request or acting under the direction of Customer;
- Access or use of the Services by Authorised Users contrary to the Agreement;
- Customer's breach of the Agreement;
- Customer's failure to respond to support requests that require Customer's participation (including in the identification or resolution of an Anomaly), as determined by Qevlar AI;
- Failures, degradations, or fluctuations in electrical, connectivity, network, or telecommunications equipment or lines, including those caused by Customer's conduct or by circumstances beyond Qevlar AI's control;
- Customer's or a third party's equipment, software, or other technology, including Security Tools, not within the sole and exclusive control of Qevlar AI;
- The limitation or suspension of the Services due to circumstances reasonably considered by Qevlar AI as being a threat to the normal operation of the Services, the operating infrastructure, the facility from which the Services are provided, or the integrity of Customer Data (for example, a cyber attack or virus attack);
- Modifications to the Services not made or authorised by Qevlar AI in writing;
- The unavailability of features released for testing, alpha, beta, preview, “labs”, or evaluation purposes (whether or not expressly identified as such);
- Internet-access or related problems beyond Qevlar AI's network;
- Suspension or termination of Customer's right to use the Services in accordance with the Agreement; or
- Force-majeure events, as defined in the Agreement.
4. Definitions
“Anomaly” has the meaning set out in the Support Policy.
“Availability Exclusion” means any event, circumstance, or condition described above that is excluded from the calculation of Interruption.
“Interruption” means a period during which the Services are not accessible or usable by Customer, as monitored from Qevlar AI's network, other than due to an Availability Exclusion.
“Monthly Availability Rate” means the percentage of time during a calendar month that the Services are available, calculated as set out in the Service Availability section above.
