Qualsis Service Level Schedule
Version: 1.0.0

1. About this Schedule

This Service Level Schedule (the "Schedule") describes Qualsis's commitments for the availability and support of the paid Services subscribed to by the Customer. The Schedule is incorporated by reference into the Qualsis Terms of Service at https://qualsis.com/legal/terms (the "Terms"). In the event of conflict between the Terms and this Schedule with respect to service levels, this Schedule controls.

Publication of this Schedule does not create service-level commitments for any subscription; it applies only where the Customer's Order Form or subscription tier expressly incorporates it.

This Schedule applies to paid Qualsis subscriptions under a negotiated agreement or a signed Order ("Order-Form subscriptions"). It does not apply to:

• Free trials, free tiers, or non-paying use of the Services
• Beta or pre-release features identified as such (which are excluded from service-level commitments per the Terms)
• Services not listed in Section 2

Qualsis may update this Schedule from time to time as described in Section 9. The current Schedule is at https://qualsis.com/legal/trust/sla.

2. Services covered

This Schedule applies to:

• QortexOS - generally available production service
• QoherenceAI - when generally available (until then, this Schedule does not apply to QoherenceAI)

Each Service may have tier-specific commitments as described below. The applicable tier is the tier in the Customer's Order at the time of the relevant event.

3. Availability commitment

3.1. Monthly uptime target

Qualsis commits to the following monthly uptime targets, measured in accordance with Section 3.3 and subject to the exclusions in Section 3.4:

3.2. Definitions

• "Available" means the Service responds to authenticated user requests with valid status codes within the timing thresholds Qualsis uses to monitor the Service. "Available" does not require every feature to be fully functional; it requires the Service to be reachable, authenticatable, and producing responses for the core functions of the relevant Service.
• "Unavailable" means the Service is not Available.
• "Monthly Uptime Percentage" means the percentage of total minutes in a calendar month during which the Service was Available, calculated as: ((Total Minutes - Unavailable Minutes - Excluded Minutes) / (Total Minutes - Excluded Minutes)) × 100.
• "Excluded Minutes" means minutes during which the Service was Unavailable for reasons excluded under Section 3.4.

3.3. Measurement methodology

Qualsis measures availability using its internal monitoring systems, which probe the Services from multiple locations at regular intervals (no less than once per minute). The Service is considered Unavailable for a given minute if more than half of the monitoring probes from a representative set of locations fail to receive a response from the Service within the timing threshold during that minute.

Qualsis publishes its current measurement methodology, including monitoring locations and timing thresholds, at https://qualsis.com/legal/trust/sla-methodology. Updates to methodology are not material changes to this Schedule, but Qualsis will note them in the SLA changelog.

If Customer believes the Service was Unavailable in a way that Qualsis's measurement did not capture, Customer may submit evidence (timestamps, error responses, screenshots, log entries) to support a service-credit claim per Section 4.3.

3.4. Availability exclusions

Time during which the Service is Unavailable does NOT count against the uptime target if the Unavailability is caused by any of the following:

• Scheduled maintenance windows. Qualsis maintains scheduled maintenance windows at communicated times. Qualsis aims to schedule maintenance during low-usage hours and provide at least 48 hours' advance notice via the Services or email for material maintenance windows. Emergency maintenance windows (to address a security vulnerability or critical defect) may be applied with less notice and are also excluded.
• Force majeure. Events outside Qualsis's reasonable control: natural disasters, war, terrorism, civil unrest, public-health emergencies, governmental action, internet outages outside Qualsis's infrastructure provider, failures of third-party services Customer relies on but Qualsis does not control, labor disputes. Force majeure also includes a widespread failure of Qualsis's third-party cloud infrastructure provider, including AWS, only to the extent the failure: (i) is outside Qualsis's reasonable control; (ii) materially affects multiple cloud provider regions during the same incident, or materially affects a provider-wide service, control plane, network, DNS, identity, routing, or managed-service dependency required to provide the Service; and (iii) could not have been avoided or materially mitigated through redundancy, failover, backup, monitoring, incident-response, or disaster-recovery measures commercially reasonable for similarly situated SaaS providers offering the applicable Service tier. For clarity, an outage confined to a single availability zone or a single cloud provider region is not excluded and counts against the uptime target.
• Customer-caused issues. Unavailability caused by Customer's actions or omissions, including misuse of the Services, exceeding rate limits or usage thresholds in the applicable Order, security incidents originating from Customer's environment, or use of the Services in a manner not authorized under the Terms or the AUP.
• Customer's own infrastructure. Unavailability caused by Customer's local network, Customer's authentication infrastructure (such as a customer-side SSO outage), or any third-party service Customer integrates with the Services through Customer's configuration.
• Suspension under the Terms. Periods during which Customer's account is properly suspended by Qualsis under the Terms (for non-payment, AUP violation, security issue, or other suspension grounds in the Terms).
• Alpha, beta, and pre-release features. Unavailability of features labeled alpha, beta, or pre-release in the Services.
• Free trial / free tier periods. Unavailability during a free trial or free tier; this Schedule does not commit availability for unpaid use.

3.5. Reporting Service Status

Qualsis publishes the operational status of the Services and recent incidents at https://status.qualsis.com (status page to be set up before publication of this Schedule). Customer can subscribe to status updates via the status page.

4. Service credits

4.1. When credits apply

Service credits are available only under Order-Form and Enterprise subscriptions that carry a Monthly Uptime Target under Section 3.1. Self-serve click-through subscriptions carry no service-level commitment and are not eligible for service credits (Section 3.1; Section 3.4 of the Terms).

If Qualsis fails to meet the Monthly Uptime Target for a Service that Customer is subscribed to in a given calendar month, Customer is eligible for service credits per this Section 4 as Customer's sole and exclusive remedy for availability failures, except as expressly provided in Section 4.5.

4.2. Service credit amounts

The service credit is calculated against the monthly fee for the affected Service for the calendar month in which the SLA failure occurred. For annual subscriptions, the monthly fee is the annualized fee divided by twelve.

4.3. How to claim a service credit

To claim a service credit, Customer must submit a written claim to Contact Legal within fifteen (15) business days of the end of the Unavailability period on which the claim is based. Because service credits key to the Monthly Uptime Percentage, eligibility is determined after the relevant calendar month closes; a claim submitted before the end of that calendar month is held and assessed once the month's measurement is complete. The claim must include:

• The Customer's account identifier
• The Service affected and the relevant calendar month
• The Customer's reasonable basis for believing the SLA was missed (with reference to Qualsis's status page reports, Customer's monitoring data, or other evidence)
• The service credit amount Customer believes is due

Qualsis will respond to claims within fifteen (15) business days of receipt, either applying the credit against a future invoice for the affected Service or providing a written explanation of why a credit is not due. Service credits are applied only against future invoices and are not redeemable as cash or a refund. If the subscription ends before a credit has been applied, the unapplied credit lapses.

If Customer and Qualsis disagree about whether a credit is due, the disagreement is resolved under the dispute resolution provisions of the Terms.

4.4. Cap on credits

Service credits in any calendar month, in aggregate across all SLA failures, will not exceed 50% of the monthly fee for the affected Service. Service credits cannot be exchanged for cash or other consideration.

4.5. Sole remedy

Service credits are Customer's sole and exclusive remedy for any failure to meet the Monthly Uptime Target. Nothing in this Schedule limits Customer's right to terminate the subscription for material breach under the Terms where Qualsis fails to provide the Service in any month for periods aggregating more than fifteen percent (15%) of the calendar days in that month.

5. Support

5.1. Support channels and hours

Support is provided through:

• Email support through application - available 24 hours, Monday through Friday, excluding US federal holidays
• In-product support flow - available 24 hours, Monday through Friday, excluding US federal holidays
• Status page at https://status.qualsis.com - available 24/7 with current operational status and incident information

Enterprise customers (when applicable) may have additional support channels (such as a dedicated Slack channel, named support contact, or 24/7 critical-incident hotline) as specified in their Order.

5.2. Incident severity levels

The severity of an incident is determined by Qualsis based on the nature and impact of the issue, with consideration of Customer's description of business impact.

5.3. Response and resolution targets

The following are response and resolution targets, measured during Support Hours per Section 5.1 (unless otherwise specified). Targets are aspirational; Qualsis uses commercially reasonable efforts to meet them.

Response and resolution targets apply to Order-Form and Enterprise subscriptions only. Self-serve subscribers may use the support channels in Section 5.1, but Qualsis commits no response or resolution targets for self-serve subscriptions (Section 3.4 of the Terms).

"Initial Response" means an acknowledgment from Qualsis with a request-tracking identifier, an acknowledgment of severity, and an indication of next steps. It does not mean a substantive solution. "Resolution" means the incident is fixed, a workaround is in place, or a roadmap commitment has been agreed with Customer.

5.4. Out-of-scope support items

The following are out of scope for standard support and may be addressed under separate professional services arrangements:

• Customer's own configuration choices, integrations Customer builds, or scripts Customer writes against the Services' API
• Training on use of the Services beyond the published documentation and in-product walkthroughs
• Issues with the Customer's own infrastructure (network, authentication, hardware)
• Requests for new features (handled through the product roadmap process, not the support process)
• Custom development or one-off integrations

5.5. Language of support

Support is provided in English. As Qualsis grows, additional languages may be supported and announced separately.

6. Incident communication

For P0 incidents and material P1 incidents:

• Status page update within thirty (30) minutes of confirmation of the incident
• Email update to affected Customer administrators (if applicable) within two (2) hours of confirmation
• Updates posted to the status page at least every two (2) hours during the incident, until resolved
• Post-incident report published within five (5) business days of resolution, including timeline, root cause analysis, customer impact, and remediation steps

Qualsis may withhold or delay specific elements of an incident report where, and only to the extent, doing so is required to protect security (such as not disclosing an active vulnerability until it is patched).

7. Customer obligations

Customer's eligibility for the commitments in this Schedule depends on Customer:

• Maintaining its subscription in good standing (paid up, not in suspension)
• Using the Services in compliance with the Terms and the AUP
• Promptly notifying Qualsis of incidents via the channels in Section 5.1
• Providing reasonable assistance in incident investigation, including access to Customer's account configuration (with Customer's authorization) and the information needed to reproduce reported issues
• Maintaining the Customer's own infrastructure (network, authentication, integrations) in a manner that does not cause or exacerbate incidents

8. Limitations

8.1. No SLA for self-serve or non-paying use

The Service Levels in this Schedule do not apply to beta features, or use of the Services outside an active paid subscription.

8.2. Force majeure does not trigger credits

The exclusions in Section 3.4 apply for purposes of measuring SLA performance. Service credits are not due for time excluded under Section 3.4.

8.3. SLA does not change liability framework

This Schedule's service credits are independent of the limitation of liability in the Terms. Service credits are not damages; they are a contractual remedy specifically for availability failures and do not count against any liability cap.

9. Updates to this Schedule

Qualsis may update this Schedule from time to time. Changes that improve a Service Level Commitment (uptime target, support response target, or service-credit amount), and clarifications that do not reduce a Service Level Commitment, may take effect upon publication or on at least thirty (30) days' notice to Customer via email or in-product notification. A material reduction to a Service Level Commitment incorporated into Customer's subscription takes effect at Customer's next renewal, or earlier through the parties' written agreement, unless applicable law requires otherwise.

The current Schedule is at https://qualsis.com/legal/trust/sla. A changelog of material updates is at https://qualsis.com/legal/trust/sla-changelog.

Non-material changes (clarifications, formatting, adjustments to measurement methodology that do not change the target, addition of new Services with stated commitments) take effect upon publication.

10. Contact

For SLA claims, incident reports outside the standard support flow, or questions about this Schedule:

Email: Contact Legal
Postal mail:
Qualsis, LLC
3540 Toringdon Way, Suite 200
Charlotte, NC 28277
United States

For standard support inquiries, use the channels in Section 5.1.