Service Level Agreement

Qpher provides the following monthly uptime commitments by plan tier: - **Explorer**: No uptime SLA. The Explorer tier is provided on a best-effort basis. - **Starter**: 99.5% monthly uptime. No financial SLA credits. - **Professional**: 99.5% monthly uptime. No financial SLA credits. - **Enterprise**: 99.9% monthly uptime. SLA credits apply (see Section 4). - **Enterprise+**: 99.95% monthly uptime. Custom SLA credit terms per agreement. Starter and Professional plans receive uptime commitments as service targets but are not eligible for financial compensation if the target is not met. SLA credits as a remedy for downtime begin at the Enterprise tier. Customers requiring financial SLA guarantees should upgrade to Enterprise or Enterprise+.

Uptime is calculated monthly using the following formula: Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100 **Downtime** is defined as any period during which the API Gateway (api.qpher.ai) returns HTTP 5xx errors or is unreachable for more than one (1) consecutive minute, as measured by Qpher's external monitoring service (BetterStack). Intermittent errors lasting less than one consecutive minute are not counted as downtime. Uptime measurements and historical data are published on the status page at status.qpher.ai and are available in the User Portal dashboard.

The following events are excluded from uptime calculations and do not constitute downtime for SLA purposes: - **Planned Maintenance**: Scheduled maintenance announced at least 72 hours in advance via the status page and email notification. Planned maintenance windows are limited to a maximum of 4 hours per month. - **Force Majeure**: Events beyond Qpher's reasonable control, including but not limited to natural disasters, acts of government, internet backbone failures, and widespread infrastructure outages affecting major cloud providers. - **Customer-Caused Issues**: Downtime caused by the Customer's misuse of the Service, exceeding documented rate limits, or issues with Customer-side infrastructure. - **Third-Party Failures**: Outages of third-party services (Stripe, SendGrid, etc.) that do not affect core cryptographic API functionality. - **Beta or Preview Features**: Any features explicitly designated as beta, preview, or experimental.

SLA credits are available for Enterprise and Enterprise+ plan customers when monthly uptime falls below the committed level. **Enterprise Plan Credits**: - 99.0% to < 99.9% uptime: 10% credit of the monthly subscription fee - 95.0% to < 99.0% uptime: 25% credit of the monthly subscription fee - Below 95.0% uptime: 50% credit of the monthly subscription fee **Enterprise+ Plan Credits**: Credit rates are negotiated as part of the Enterprise+ agreement. Default terms mirror Enterprise plan credits unless otherwise specified. **Credit Process**: Credits are applied automatically to the next invoice. Credits do not accumulate across months. The maximum credit for any single month is 50% of the monthly subscription fee. Credits are the sole and exclusive remedy for failure to meet the uptime commitment. Credits are not available as cash refunds. To receive a credit, the Customer may submit a request within 30 days of the month in which the SLA was not met.

Qpher targets the following p95 (95th percentile) end-to-end API response latency for warm instances: - **KEM Encrypt**: < 150ms - **KEM Decrypt**: < 200ms - **Signature Sign**: < 250ms - **Signature Verify**: < 100ms End-to-end latency includes the full request lifecycle: API Gateway authentication, policy evaluation, inter-service routing, cryptographic operation, key storage access, and audit logging. The underlying post-quantum cryptographic operations (ML-KEM-768 encapsulation, ML-DSA-65 signing) complete in under 15ms. The majority of end-to-end latency is attributable to TLS overhead between microservices, Cloud KMS envelope decryption for private key operations, and secure key storage access. Latency may vary based on payload size, network conditions, geographic distance from the us-east1 infrastructure region, and whether the request requires private key access (decrypt, sign) versus public key only (encrypt, verify). Cold-start latency (first request after an idle period) may be significantly higher due to container initialization. Latency targets are goals, not guarantees, and are not covered by SLA credits.

Support response times vary by plan and issue severity: **Explorer Plan**: Community support only (documentation, public forums). No guaranteed response time. **Starter Plan**: Email support. Target response within 2 business days for general inquiries, 1 business day for service-affecting issues. **Professional Plan**: Email and chat support. Target response within 1 business day for general inquiries, 4 business hours for service-affecting issues. **Enterprise Plan**: Priority support. Target response within 4 business hours for general inquiries, 1 business hour for critical issues (service outage or data loss). Dedicated support queue. **Enterprise+ Plan**: Dedicated account manager. Target response within 1 business hour for all issues, 15 minutes for critical issues. 24/7 emergency escalation path. Business hours are Monday through Friday, 9:00 AM to 6:00 PM US Eastern Time, excluding US federal holidays. Enterprise+ 24/7 support operates outside business hours for critical issues only. Support response times are targets, not contractual commitments, except where specified in an Enterprise+ agreement.

Qpher publishes real-time and historical uptime data on the public status page at status.qpher.ai. Monthly uptime reports are available in the User Portal dashboard for Enterprise and Enterprise+ plan customers. Service outages and their resolutions are documented as incident reports on the status page. All Enterprise and Enterprise+ customers receive proactive email notifications for incidents affecting core API services. Qpher conducts quarterly SLA performance reviews and may adjust service targets with 30 days prior notice.

This Service Level Agreement is effective as of February 16, 2026 and applies to all active subscriptions. For new customers, the SLA takes effect upon the start of their paid subscription (trial periods are not covered by this SLA). Qpher LLC Registered in the Commonwealth of Virginia, United States. 8401 Mayland Dr Ste A, Richmond, VA 23294, USA