Effective Date: March 5, 2026
This Service Level Agreement (“SLA”) is incorporated by reference into the Terms & Conditions (“Agreement”) between SolaraCloud AI LLC, a Florida limited liability company (“SolaraCloud,” “we,” “us,” or “our”), and the Client. This SLA defines the service availability commitments, support response times, incident management procedures, and service credit remedies applicable to the SolaraCloud IMPACT platform.
Capitalized terms not defined herein shall have the meanings set forth in the Agreement. In the event of a conflict between this SLA and the Agreement, the terms of the Agreement shall prevail except with respect to service levels and credits, which are governed exclusively by this SLA.
SolaraCloud commits to maintaining a Monthly Uptime Percentage of at least 99.5% for the SolaraCloud IMPACT platform during each calendar month.
“Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that calendar month, expressed as a percentage.
“Downtime” means any period during which the SolaraCloud IMPACT platform is materially unavailable to the Client, as measured by SolaraCloud’s monitoring systems. Downtime is measured in one-minute increments.
The following events are excluded from the calculation of Downtime and shall not constitute a breach of this SLA:
(a) Planned Maintenance. Scheduled maintenance windows for which SolaraCloud provides at least forty-eight (48) hours’ advance notice to the Client. SolaraCloud will use commercially reasonable efforts to schedule planned maintenance during off-peak hours (weekends or between 12:00 AM and 6:00 AM Eastern Time).
(b) Emergency Maintenance. Urgent maintenance required to address security vulnerabilities or critical system issues, which may be performed without prior notice.
(c) Third-Party Service Failures. Downtime caused by the unavailability or degradation of third-party services, including but not limited to AI model providers (Anthropic, Google, OpenAI, xAI), cloud infrastructure (Microsoft Azure), authentication services (Clerk), or payment processing (Stripe).
(d) Force Majeure. Events beyond SolaraCloud’s reasonable control, including natural disasters, cyberattacks, government actions, labor disputes, or acts of God, as described in Section 15.5 of the Agreement.
(e) Client-Caused Issues. Downtime resulting from the Client’s actions, including misuse of the platform, exceeding usage limits, or failure to maintain proper security practices.
(f) Internet Connectivity. Failures or latency in the Client’s internet connection or network infrastructure.
If SolaraCloud fails to meet the Monthly Uptime Percentage commitment, the Client shall be eligible for Service Credits in accordance with the following schedule:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
| 99.0% – 99.49% | 5% |
| 95.0% – 98.99% | 10% |
| 90.0% – 94.99% | 20% |
| Below 90.0% | 30% |
To receive Service Credits, the Client must submit a written request to SolaraCloud within thirty (30) days of the end of the calendar month in which the Downtime occurred. The request must include: (i) the dates and times of the claimed Downtime, and (ii) a description of the impact on the Client’s use of the Services. SolaraCloud will review the request and respond within fifteen (15) business days.
Service Credits shall be applied against future subscription fees only and are non-transferable and non-refundable. The maximum aggregate Service Credits for any calendar month shall not exceed thirty percent (30%) of the Client’s monthly subscription fee for that month. Service Credits constitute the Client’s sole and exclusive remedy for any failure by SolaraCloud to meet the uptime commitment set forth in this SLA.
SolaraCloud classifies incidents by severity to ensure appropriate response and resolution:
| Priority | Classification | Description | Response Time |
| P1 | Critical | Complete service outage or confirmed data breach affecting customer data. Platform is entirely inaccessible. | Within 1 hour |
| P2 | High | Degraded performance materially impacting the Client’s ability to use core platform features. Partial service disruption. | Within 4 hours |
| P3 | Medium | Minor issues, non-critical feature degradation, or cosmetic defects that do not materially affect platform functionality. | Within 1 business day |
| P4 | Low | General inquiries, feature requests, documentation questions, or other non-urgent matters. | Within 2 business days |
SolaraCloud follows a structured incident response process as documented in its SOC 2 Type II report:
(a) Detection. Azure monitoring and application-level health checks identify infrastructure anomalies and error rate deviations.
(b) Triage. Incidents are classified by severity per the table above and assigned to the appropriate response team.
(c) Response. P1 incidents trigger immediate response from the engineering team. Affected Clients are notified within the applicable response time.
(d) Resolution. Root cause analysis is performed for all P1 and P2 incidents. Corrective actions are documented and implemented.
(e) Communication. Affected Clients are notified of incident details, impact scope, and remediation steps. Post-incident reports are provided upon request for P1 and P2 incidents.
In the event of a confirmed security incident affecting Client data, SolaraCloud will notify the affected Client within twenty-four (24) hours of becoming aware of the incident. Breach notification procedures, including obligations under applicable Data Protection Laws (including GDPR’s 72-hour supervisory authority notification requirement), are set forth in the Data Processing Agreement (DPA).
SolaraCloud provides the following support channels:
(a) Email Support. Available to all subscription plans. Support requests may be submitted to the designated support email address provided during onboarding.
(b) Dedicated Account Contact. Enterprise customers are assigned a dedicated point of contact (account manager) for priority support and escalation.
(c) Platform Status. SolaraCloud maintains a status page providing real-time information on platform availability and any ongoing incidents.
Standard support is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding United States federal holidays. P1 (Critical) incidents are monitored and responded to 24/7.
If the Client is not satisfied with the initial response to a support request, the Client may escalate the matter by contacting SolaraCloud’s leadership team. SolaraCloud commits to acknowledging escalation requests within twenty-four (24) hours and providing a substantive response within five (5) business days.
SolaraCloud uses automated monitoring systems to continuously track platform availability and performance. Monitoring covers application health checks, infrastructure metrics, error rates, and response latency.
Upon reasonable request, SolaraCloud will provide the Client with a monthly uptime report summarizing the platform’s availability for the preceding calendar month, including any Downtime events and their root causes.
SolaraCloud may update this SLA from time to time. Material changes will be communicated to Clients at least thirty (30) days before taking effect. Continued use of the Services after such changes constitutes acceptance of the updated SLA. In no event will SolaraCloud reduce the Monthly Uptime Percentage commitment below 99.0% during an active Subscription Term without the Client’s written consent.
This SLA supplements and is incorporated into the Terms & Conditions governing the Client’s use of SolaraCloud IMPACT. This SLA should be read in conjunction with the following documents:
(a) Terms & Conditions — governing the overall contractual relationship, including warranties, liability limitations, and termination provisions.
(b) Data Processing Agreement (DPA) — governing data protection obligations, sub-processor management, breach notification procedures, and data deletion timelines.
(c) Privacy Policy — describing how SolaraCloud collects, uses, and protects personal information.
The service credit remedies set forth in Section 3 of this SLA constitute the Client’s sole and exclusive remedy for any failure by SolaraCloud to meet the service levels described herein, subject to the liability limitations set forth in the Agreement.
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Last Updated: March 2026
SolaraCloud AI LLC
A Florida Limited Liability Company
