Service Level Agreement

Status: Version 1.1 effective 2026-05-14. These revisions are an internal editorial pass intended to make the document complete and accurate. The text remains under outside-counsel review. Material legal positions (entity definition, liability cap carve-outs, AI Article 22 disclosures, Transfer Impact Assessment) are flagged for counsel and may change before final publication.

Target: 99.9% monthly uptime for the production application at app.qehsethos.com.

Measurement: uptime is measured by QEHS at the load-balancer level using QEHS's own monitoring infrastructure. A 1-minute interval is treated as available if at least one successful health-check response is recorded in that interval.

Public status page: real-time and historical availability is published at status.qehsethos.com (forthcoming at launch).

"Downtime" means a period of time in which the Service returns a 5xx error or fails to respond to a health-check probe. "Available" means the Service is responsive to authenticated requests with a 2xx, 3xx, or 4xx (other than 5xx) response.

Scheduled maintenance windows are excluded from uptime calculation, subject to a cap: QEHS may exclude up to 8 hours of scheduled maintenance per calendar month, provided that the maintenance is announced at least 7 days in advance (or 24 hours in advance for emergency security patches). Hours of scheduled maintenance beyond the 8-hour monthly cap count toward downtime.

Where monthly uptime falls below 99.9%, Customer is entitled to a service credit calculated against the monthly fee for the affected subscription:

< 99.9% and ≥ 99.0%: 10% of monthly fees.

< 99.0% and ≥ 95.0%: 25% of monthly fees.

< 95.0%: 50% of monthly fees.

Credits are applied to the next invoice. Cumulative credits in any billing cycle are capped at 50% of monthly fees for that cycle.

For customers in the final billing period (cancelled or non-renewing), QEHS will refund the credit amount within 30 days of the period close in lieu of a future-invoice credit.

To claim a service credit, Customer must submit a written request to support@qehsethos.com within 30 days of the end of the calendar month in which the downtime occurred. The request must include the affected dates, times, and approximate duration of the impairment, and any monitoring evidence Customer has.

Credits not claimed within 30 days are forfeited. QEHS will respond to a claim within 10 business days, confirming the credit amount or explaining why the claim is not eligible.

For credits calculated against QEHS's own monitoring records, QEHS's calculation is determinative in the absence of clear evidence to the contrary.

Severity 1 (service down for all or most users of a tenant): Enterprise 1 hour, Business 4 hours, Starter 8 hours.

Severity 2 (major feature impaired with no reasonable workaround): Enterprise 4 hours, Business 8 hours, Starter 1 business day.

Severity 3 (minor feature impaired or workaround available): next business day.

Severity 4 (cosmetic or enhancement request): best effort.

Support response times are measured during the support hours applicable to the plan: Enterprise 24×7, Business 8×5 in Customer's primary business region, Starter 8×5 in QEHS's primary support region. Customers can contact support via the in-product help channel or by emailing support@qehsethos.com.

The service-credit mechanism above is Customer's sole and exclusive remedy for any failure by QEHS to meet the uptime commitment or support response times in this SLA. Customer is not entitled to consequential or direct damages for breach of this SLA beyond the credits described.

This SLA does not limit either party's rights or remedies for breach of the Terms of Service, the MSA, or the DPA, including the right to terminate for material breach where the impairment qualifies under those agreements.

The uptime commitment does not apply to: scheduled maintenance within the 8-hour monthly cap; force majeure events (see the corresponding section of the Terms of Service or MSA); customer-caused incidents (including customer misconfiguration, customer applications, integrations, or scripts overwhelming the Service, or customer suspension under the AUP); third-party failures outside QEHS's reasonable control (including failures of upstream internet providers and DNS); beta, preview, or experimental features; or downtime affecting only individual users or tenants that QEHS is able to demonstrate is not caused by QEHS infrastructure.

At launch the production application is hosted in a single region (United States). EU-region hosting is on the roadmap for Enterprise customers; once available, region-specific uptime commitments will be set out in the corresponding order form. This SLA does not promise multi-region failover or cross-region recovery until that capability is generally available.