Service Level Agreement
Cyber Horizon Intelligence Ltd
Last Updated: 6 June 2026
This Service Level Agreement (“SLA”) sets out the availability commitment for the Cyber Horizon Intelligence platform (the “Service”) for customers on eligible paid plans. It forms part of, and is governed by, our Terms of Service. Where this SLA and the Terms of Service conflict on the subject of availability, this SLA prevails for eligible customers.
1. Availability Commitment
We aim to make the Service available at least 99.9% of the time, measured monthly (the “Monthly Uptime Target”). This target applies to the core application; specific support response targets are set out in your plan or Order Form.
2. How Uptime Is Measured
Monthly Uptime Percentage is calculated as: (total minutes in the calendar month, minus minutes of Downtime) divided by total minutes in the month, expressed as a percentage. “Downtime” means sustained unavailability of the core Service, excluding the events in Section 3.
3. Exclusions
The following do not count as Downtime:
- Scheduled maintenance, where we provide reasonable advance notice
- Emergency maintenance required to protect security or integrity
- Factors outside our reasonable control, including failures of upstream infrastructure or internet providers (force majeure)
- Issues caused by customer systems, configurations, or misuse
- Beta, trial, or experimental features
- Suspension or termination in accordance with the Terms of Service
4. Service Credits
If we fall below the Monthly Uptime Target in a given month, eligible customers may request a service credit applied against a future invoice. Credits are the sole and exclusive remedy for failure to meet the target.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% to < 99.9% | 5% of monthly fee |
| 95.0% to < 99.0% | 10% of monthly fee |
| < 95.0% | 25% of monthly fee |
5. Claiming a Credit
To request a credit, contact support@cyberhorizon.co within 30 days of the end of the affected month, including the dates and times of the unavailability you experienced. Credits do not entitle you to a refund and have no cash value.
6. Eligibility
This SLA applies to customers on eligible paid plans who are not in breach of the Terms of Service (including payment obligations). Specific uptime targets, support response times, and remedies may be varied by an executed Order Form, which prevails where it differs from this SLA.