This Service Level Agreement outlines our commitments regarding service availability and support.

1. Service Commitment

We strive for 95% Monthly Uptime for our core booking, telescope control, and data delivery systems.

2. Uptime Calculation

Monthly Uptime % = [(Total minutes in month – Downtime minutes) / Total minutes in month] * 100
“Downtime” means a period when our core systems are unavailable to you, excluding Exclusions listed below.

3. Service Credits

If Monthly Uptime falls below 95%, you may request a service credit equal to 10% of your monthly service fee for that month. This is your sole and exclusive remedy.

4. Exclusions

Downtime does NOT include periods caused by:

• Scheduled maintenance (with 72-hour notice).

• Factors outside our reasonable control (Force Majeure).

• Your equipment, internet connection, or local conditions.

• Your violation of the Terms of Service.

5. Support Response Times

• Critical Issue (Telescope system inoperable during booked time): Initial response within 4 business hours.

• Normal Issue (Data access, general questions): Initial response within 24 business hours.

6. Claim Process

To request a service credit, contact support within 30 days of the end of the billing month in which the downtime occurred.