Service Level Agreement

Uptime Commitments by Service Tier

Service Tier	Uptime SLA	Max Monthly Downtime	Credit Eligibility
Starter	99.9%	43.8 minutes	10% monthly credit
Business	99.95%	21.9 minutes	25% monthly credit
Enterprise	99.99%	4.38 minutes	50% monthly credit

1. Definitions

"Downtime" means the period during which a customer's provisioned compute instance is completely unreachable due to failures within Kumori Cloud's network, compute, or storage infrastructure. Downtime does not include scheduled maintenance, customer-caused outages, or force majeure events.

"Monthly Uptime Percentage" is calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month × 100.

2. Service Credits

If we fail to meet the Monthly Uptime Percentage for your service tier, you are eligible to request a service credit. Credits are calculated as a percentage of your monthly service fee for the affected service and are applied to your next billing cycle.

To receive a service credit, you must submit a claim within 30 days of the incident via our support portal or by emailing sla@kumori.mirakaze.com with specific details including timestamps and affected resource IDs.

3. Exclusions

The following are excluded from uptime calculations and credit eligibility:

Scheduled maintenance windows (with at least 72 hours advance notice)
Emerergency maintenance required to address security vulnerabilities
Customer misconfigurations, software failures, or resource exhaustion
Third-party network failures outside our control
DDoS attacks exceeding the protection capacity of your service tier
Force majeure events including natural disasters, acts of war, or government actions

4. Support Response Times

Severity	Definition	Starter	Business	Enterprise
P1	Critical - Service down	4 hours	1 hour	15 minutes
P2	Major - Severe degradation	8 hours	4 hours	1 hour
P3	Minor - Partial impact	24 hours	12 hours	4 hours
P4	General inquiry	48 hours	24 hours	8 hours

5. Maximum Credit

The maximum total service credit available for any given month is limited to 50% of your monthly service fee. Service credits are your sole and exclusive remedy for any failure to meet the uptime commitments outlined in this SLA.

6. Changes to SLA

Kumori Cloud reserves the right to modify this SLA with 30 days advance notice. Changes will be communicated via email and posted on our status page. Continued use of services after the effective date constitutes acceptance of the revised SLA.