This Service Level Agreement ("SLA") is incorporated into and forms part of the Terms of Service between Llewellyn Systems Inc, a subsidiary of Sound of Life Media, Inc. ("Llewellyn Systems") and Customer. This SLA applies to Enterprise tier subscriptions unless otherwise specified in the Order Form.

1. Service Availability

Tier	Monthly Uptime	Max Downtime/Month
Enterprise	99.9%	43.8 minutes
Enterprise Plus	99.95%	21.9 minutes
Mission Critical	99.99%	4.4 minutes

Uptime Calculation: Monthly Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

2. Service Credits

If Llewellyn Systems fails to meet the applicable uptime commitment, Customer is entitled to service credits:

Monthly Uptime	Service Credit
< 99.9% but ≥ 99.0%	10% of monthly fees
< 99.0% but ≥ 95.0%	25% of monthly fees
< 95.0%	50% of monthly fees

Service credits are the sole and exclusive remedy for SLA failures. Credits must be requested within 30 days of the incident and are applied to future invoices.

3. Support Response Times

Severity	Definition	Response Time	Update Frequency
Critical (P1)	Service unavailable, data loss risk	15 minutes	Every 30 minutes
High (P2)	Major feature impaired, no workaround	1 hour	Every 2 hours
Medium (P3)	Feature impaired, workaround available	4 hours	Daily
Low (P4)	Minor issue, general questions	24 hours	As needed

4. Exclusions

The following are excluded from uptime calculations:

Scheduled maintenance (with 72 hours advance notice)
Emergency maintenance for security or stability
Force majeure events
Customer-caused issues (misconfiguration, excessive load)
Third-party service failures outside our control
Features in beta or preview
Connectivity issues between Customer and our infrastructure

5. Maintenance Windows

Scheduled Maintenance: Sundays 02:00-06:00 UTC. Customers receive 72 hours advance notice via email and status page.

Emergency Maintenance: May occur at any time for critical security or stability issues. Customers are notified as soon as practicable.

6. Performance Targets

Metric	Target
API Response Time (P95)	< 200ms
API Response Time (P99)	< 500ms
Error Rate	< 0.1%
Data Durability	99.999999999% (11 nines)

7. Disaster Recovery

Recovery Point Objective (RPO): 1 hour (point-in-time recovery available)
Recovery Time Objective (RTO): 4 hours for full service restoration
Backup Frequency: Continuous replication with daily snapshots
Backup Retention: 30 days standard, extended retention available
Geographic Redundancy: Multi-region deployment available for Enterprise Plus

8. Contact

Support Portal: support.llewellynsystems.com
Emergency Hotline: Available to Enterprise customers
Status Page: status.llewellynsystems.com

Llewellyn Systems Inc
A Sound of Life Media Company
solstaff@soundoflife.media