LEGAL
Service Level Agreement
Effective Date: June 18, 2026
Version Number: 2.0
Last updated: June 18, 2026
This Service Level Agreement (SLA) is a part of any service agreement between the Customer and Amanah Tech Inc. (“Amanah”).
1. Overview
The purpose of this Service Level Agreement is to define the performance standards and service levels under which Amanah is to provide specified Services to the Customer. The Customer agrees that the remedies set out herein are the only and exclusive remedies for Amanah’s failure to meet a Service Level Guarantee (“SLG”). This Service Level Agreement only applies while Customer accounts are in good standing.
2. Service Level Guarantee
“Service Level Guarantee” or “SLG” means, a performance standard to which Amanah is contractually obligated to deliver a specific Service to the Customer and, depending on the specific Service ordered, is established with reference to one or more of the following metrics:
2.1. Facility Power SLG: Amanah’s monthly SLG for Facility Power availability is 99.99%. This SLG applies to the delivery of power up to the provided electrical distribution panel. However, the Customer remains solely responsible for the proper utilization of the supplied power circuit, ensuring that it does not exceed 80% of its rated capacity. Any Service interruption that results from a power or environmental control failure within the Facility in any calendar month and lasts four minutes and thirty-two seconds (4m32s) or more is a ‘Facility Event’ constituting a failure to achieve this Facility Power SLG.
2.2. Network Services SLG: Amanah guarantees that within each calendar month, bandwidth will be available 99.99% of the time. Any Service interruption that results from a loss of bandwidth and lasts four minutes and thirty-two seconds (4m32s) or greater in any calendar month is a ‘Network Event’ constituting a failure to achieve this Network Services SLG.
3. Credit Requests
3.1. In the case that a Facility Event or a Network Event occurs, the Customer shall be entitled to request a credit by submitting a written request, via email, to [email protected], before the end of the calendar month in which the event occurred.
The Customer shall be entitled to a service credit equal to one (1) day of applicable monthly fees, for each full hour that a Facility Event or Network Event continues, up to a maximum credit equal to the total number of days remaining in the calendar month from when the event first occurred.
Upon receipt and verification of a valid Customer credit request, Amanah shall apply the approved credit against amounts payable by the Customer for Services, under the service agreement, during the following calendar month. Any credits to which the Customer is entitled to from Service Level Guarantees in the final calendar month of the Initial Term or Renewal Term, shall be paid out by Amanah to the Customer within 30 business days from the last day of said Initial or Renewal Terms.
4. SLG Exclusions
The following periods of time represent exclusions from SLGs:
4.1. Periods of scheduled and emergency maintenance and any other times that may be specifically agreed to with the Customer.
4.2. Periods of downtime due to denial-of-service attacks, hacker activity or other malicious event or code targeted against Amanah or any user of Amanah’s network.
4.3. Periods of downtime due to Customer directed or requested work.
4.4. Individual server or network component outages do not impact on the overall availability of the Service due to redundancy in the design.
4.5. Standard Maintenance Windows.
Maintenance Windows will be scheduled in advance by Amanah on an “as-needed” basis, and a 24–72-hour notice will be given. In addition, Amanah reserves the right to schedule Emergency Maintenance, when deemed necessary, in its sole discretion.
Questions?
If you are unsure of whether any contemplated use or action is permitted, please contact Amanah at [email protected].