Service Level Agreement

This Service Level Agreement ("SLA") describes the availability commitment, support response targets, and service credits applicable to paid GBCORP services where this SLA is expressly referenced ("Covered Services"). This SLA is part of, and is subject to, the underlying agreement between the Customer and GBCORP.

1) Covered Services

This SLA applies to the following Covered Services unless otherwise specified in a Service Order:

• GBCORP Cloud hosting (gbcorp.cloud)
• GBCORP IT managed services (gbcorp.tech, gbcorp.io)
• GBCORP AI APIs (gbcorp.ai)
• Performance Consultant engagements with a contractual SLA reference

Free, trial, or beta services are explicitly excluded.

2) Availability Commitment

GBCORP commits to a monthly uptime of at least 99.9% for the production endpoints of each Covered Service.

Monthly Uptime Percentage is calculated as:

• (Total Monthly Minutes − Downtime Minutes) ÷ Total Monthly Minutes × 100

where "Downtime Minutes" means cumulative minutes in the calendar month during which the production endpoint was unavailable as confirmed by GBCORP monitoring.

3) Service Credits

If a Covered Service fails to meet the monthly availability commitment, the Customer may request a service credit calculated against the monthly service fee for the affected Service:

• 99.0% ≤ uptime < 99.9% — 10% service credit
• 95.0% ≤ uptime < 99.0% — 25% service credit
• uptime < 95.0% — 50% service credit

Service credits are the Customer's sole and exclusive remedy for availability shortfalls. To claim a credit, contact [email protected] within 30 days of the end of the affected month with the dates, times, and Service identifiers. Credits are applied to a future invoice.

4) Exclusions

Downtime does not include:

• Scheduled maintenance announced at least 48 hours in advance, performed within a published maintenance window
• Emergency maintenance required to mitigate a security threat or critical defect
• Force majeure events as defined in the underlying agreement
• Failures caused by Customer-controlled configurations, integrations, or third-party services
• Failures caused by Customer breach of the underlying agreement or our policies
• Suspension or termination of the Service in accordance with the agreement

5) Support Response Times

GBCORP commits to the following first-response targets, measured during applicable support hours:

• Severity 1 (production outage): 1 hour, 24×7
• Severity 2 (major degradation): 4 hours, business days
• Severity 3 (minor issue): 1 business day
• Severity 4 (general question): 2 business days

First response means initial acknowledgement and engagement by a support engineer, not full resolution. Resolution targets are agreed per engagement.

6) Maintenance Windows

Standard maintenance windows are:

• Tuesdays 02:00–06:00 UTC for US/EU-hosted services
• Wednesdays 18:00–22:00 UTC for APAC-hosted services

Schedule and Service-specific overrides are published on the status page at status.gbcorp.org.

7) Reporting Incidents

Customers should report incidents via:

• The status page subscription system at status.gbcorp.org
• Email to [email protected] with the subject line "[SEV-X] Service Name — short description"
• For Severity 1, also call the 24×7 line: +1 646 400 0143

8) Changes

GBCORP may update this SLA from time to time. Where a change reduces a service commitment, GBCORP will give at least 30 days' prior notice to affected Customers.