Service Level Agreement
Koios Digital LLC d.b.a Koios
https://koios.sh
Effective Date: February 13, 2026
Last Updated: February 13, 2026
1. Services Availability
Koios Digital LLC d.b.a Koios ("Koios Digital," "Koios," "we," "us," or "our") will use commercially reasonable efforts to make the platform services, including PKI-as-a-Service and IoT device management capabilities ("Services"), available according to the applicable Service Level for your subscription tier, excluding any Excused Downtime events as defined below.
| Subscription Tier | Service Level |
|---|---|
| Enterprise | 99.99% |
| Pro | 99.9% |
The Services availability will be calculated by dividing the total number of minutes in which the Services are up and running and available during an applicable calendar month ("Uptime") by the total number of actual minutes in such month minus minutes of Excused Downtime, and then multiplying that amount by 100 ("Uptime Percentage").
Uptime Percentage = Uptime ÷ (Total minutes in month - Excused Downtime) × 100
If the Services fail to meet the above Service Level for your subscription tier, you will receive a Credit equal to the result of the Services Credit calculation in Section 3 of this SLA.
Daily system logs will be used to track any Services outages.
2. Unscheduled Downtime
Unscheduled Downtime is defined as any time when the Services are not available to perform operations, excluding any outages caused by the failure of any third-party vendor, the Internet in general, factors outside of our reasonable control, outages that resulted from your software or hardware or third-party software or hardware, or both, or any force majeure event ("Excused Downtime").
The measurement is in minutes. For the avoidance of doubt, this SLA does not apply to ancillary components of the Koios platform that do not directly serve production PKI or device management operations (by way of example only, documentation sites, marketing pages, or developer sandbox environments).
3. Credits
A Credit is the percentage of the monthly Services fees for the Services that is credited to you for Unscheduled Downtime below the Service Level based on the applicable Uptime Percentage as set forth in the tables below.
In order to receive any of the Credits described below, you must notify Koios in writing within thirty (30) days from the time you become eligible to receive a Credit. You must also provide us with log files showing Unscheduled Downtime and the date and time it occurred. If you do not comply with these requirements, you will forfeit your right to receive a Credit. If a dispute arises with respect to this SLA, we will make a determination in good faith based on our system logs, monitoring reports, configuration records, and other available information.
The maximum aggregate number of Credits issued by us to you for all Unscheduled Downtime in a single billing month will not exceed 50% of the amount due from you for the Services for the applicable month. Credits will be in the form of a monetary credit applied to future use of the Services and will be applied within sixty (60) days after the Credit was requested. Credits are your sole and exclusive remedy for any violation of this SLA.
Enterprise Tier (99.99% Service Level)
| Monthly Uptime Percentage | Credit (% of monthly fee) |
|---|---|
| 99.9% to 99.98% | 10% |
| 95% to 99.9% | 25% |
| < 95% | 50% |
Pro Tier (99.9% Service Level)
| Monthly Uptime Percentage | Credit (% of monthly fee) |
|---|---|
| 99.0% to 99.89% | 10% |
| 95% to 99.0% | 25% |
| < 95% | 50% |
Percentage of monthly fee for the respective Services that does not meet the Service Level that will be credited to your future monthly fees.