1. Uptime Commitment and Mathematical Formula

CyCity Inc. guarantees a 99.99% Monthly Uptime Percentage for the CQWS API telemetry endpoints and the administrative billing dashboard infrastructure (collectively, the "Covered Services").

The cryptographic shield operates autonomously in ring-0 kernel space on your localized server. Therefore, your server's operational uptime is dictated by your hosting provider, not the CyCity API. The CyCity API solely handles the reporting of telemetry and the validation of keys.

"Monthly Uptime Percentage" is calculated using the following formula:
[ (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month ] * 100

2. Service Credits and Tiered Rebates

If the CyCity API experiences Downtime resulting in a Monthly Uptime Percentage falling below our 99.99% commitment, eligible Enterprise customers may request Service Credits according to the following tiered schedule:

• 99.9% to <99.99%: 10% Service Credit
• 99.0% to <99.9%: 20% Service Credit
• Less than 99.0%: 30% Service Credit (Maximum Cap)

Service credits are calculated as a percentage of the total charges paid by you for the Covered Services during the billing cycle in which the Downtime occurred. Service credits are applied exclusively to offset future billing cycles and are never issued as cash refunds.

3. SLA Exclusions and Force Majeure

"Downtime" does not include any performance or availability issues resulting from:

• Scheduled Maintenance Windows: Defined as maintenance communicated to the client at least 48 hours in advance, typically conducted on weekends between 01:00 UTC and 04:00 UTC.
• Force Majeure: Factors outside of our reasonable control, including but not limited to global internet backbone outages, natural disasters, acts of war, terrorism, state-sponsored cyberwarfare disrupting AWS/Vercel datacenters, or prolonged government mandates.
• Client-Side Failures: Issues resulting from your equipment, misconfigured firewalls, third-party software conflicts, or failure to update the CQWS daemon to a supported version.
• Suspension: CyCity's lawful suspension or termination of your right to use the CQWS software in accordance with the AUP or due to non-payment.

4. Incident Response Time Guarantees

CyCity maintains a highly responsive Network Operations Center (NOC). We commit to the following initial response times for confirmed security vulnerabilities or Total API Outages:

• Enterprise Licensees: Initial response within 1 hour (24/7/365).
• Standard Licensees: Initial response within 24 hours (Business Days).

Note: "Initial Response" denotes acknowledgment and the assignment of a Tier 3 Systems Engineer, not necessarily an immediate resolution or patch.

5. Claims Process

To receive a Service Credit, you must submit a claim by emailing info@cycity.space within thirty (30) days of the end of the billing cycle in which the Downtime occurred. Your claim must include: (i) the dates and exact times of the Downtime; (ii) server logs demonstrating that your endpoints repeatedly failed to connect to the CyCity API; and (iii) your CyCity account email. Failure to comply with these requirements will forfeit your right to receive a Service Credit.