Service Level Agreement

1. Definitions

Term	Definition
"Uptime"	The total minutes in a calendar month during which the Platform is available and accessible.
"Downtime"	A period of five (5) or more consecutive minutes during which the Platform is unavailable, as measured by Gyre Research's monitoring systems. Isolated API errors or slow responses that do not constitute complete unavailability are not Downtime.
"Monthly Uptime Percentage"	(Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100%
"Scheduled Maintenance"	Planned maintenance periods that are communicated in advance per Section 7.
"Service Credit"	A credit applied to a future invoice, calculated as a percentage of the monthly subscription fee for the affected month.
"Incident"	An unplanned interruption or degradation of the Platform.
"Business Hours"	9:00 AM – 6:00 PM Eastern Time (US), Monday through Friday, excluding US federal holidays.

2. Platform Availability

2.1 Availability Commitment

Gyre Research commits to a Monthly Uptime Percentage of 99.5% for the Platform during each calendar month ("Availability Target"), excluding Scheduled Maintenance windows and Force Majeure events.

2.2 Availability by Tier

This commitment applies to all subscriptions. The maximum allowed Downtime per month under the 99.5% target is approximately 3 hours and 39 minutes.

3. Measurement and Reporting

3.1 Monitoring

Gyre Research uses automated monitoring systems to track Platform availability from multiple geographic locations. Availability is measured at one-minute intervals against the Platform's primary endpoints.

3.2 Status Page

Real-time and historical availability data is published at status.gyreresearch.com. Clients may subscribe to status notifications via email, SMS, or webhook.

3.3 Monthly Reports

Upon request, Gyre Research will provide a monthly availability report detailing uptime percentage, any Downtime incidents, root cause summaries, and corrective actions taken. Enterprise tier Clients receive these reports automatically.

4. Service Credits

4.1 Credit Schedule

Monthly Uptime Percentage	Service Credit (% of Monthly Fee)
< Availability Target but ≥ 99.0%	10%
< 99.0% but ≥ 97.0%	25%
< 97.0% but ≥ 95.0%	50%
< 95.0%	100%

4.2 Requesting Credits

To receive a Service Credit, you must submit a written request to [email protected] within 30 days of the end of the month in which the Downtime occurred. The request must include the dates, times, and duration of the Downtime incidents.

4.3 Credit Application

Approved Service Credits will be applied to the next invoice following approval. Service Credits are not refundable for cash and may not exceed 100% of the monthly fee for the affected month. Service Credits are the Client's sole and exclusive remedy for failure to meet the Availability Target.

4.4 Repeated Failures

If the Monthly Uptime Percentage falls below 97.0% for three (3) consecutive months, the Client may terminate the subscription without penalty upon 30 days' written notice.

5. Support Services

5.1 Support Tiers

Feature	Included
Support Hours	Business Hours (9:00 AM – 6:00 PM ET, Mon–Fri)
Channels	Email, phone
Onboarding	Guided onboarding

5.2 Response Times

Severity	Description	Initial Response	Update Frequency
Severity 1 (Critical)	Platform fully unavailable or data integrity at risk; no workaround exists	1 hour	Every 1 hour
Severity 2 (High)	Major feature unavailable or significantly degraded; workaround may exist	4 hours	Every 4 hours
Severity 3 (Medium)	Minor feature impaired; workaround exists	1 business day	Every 1 business day
Severity 4 (Low)	General inquiry, feature request, or cosmetic issue	2 business days	As needed

Response times are measured from receipt of the support request during applicable support hours. Gyre Research reserves the right to reclassify severity levels based on its assessment of the impact and urgency.

6. Incident Management

6.1 Incident Classification

Incidents are classified using the severity levels defined in Section 5.2. Gyre Research will assign a severity level upon receipt of a report and communicate the classification to the Client.

6.2 Escalation

Escalation Level	Trigger	Escalation Contact
Level 1	Initial report	Support Engineer
Level 2	Severity 1 unresolved after 2 hours, or Severity 2 unresolved after 8 hours	Engineering Lead
Level 3	Severity 1 unresolved after 4 hours	VP Engineering / CTO
Level 4	Severity 1 unresolved after 8 hours, or at Client's request	Executive Management

6.3 Post-Incident Reports

For Severity 1 and Severity 2 incidents, Gyre Research will provide a post-incident report ("Root Cause Analysis") within 5 business days of incident resolution, including: (a) description of the incident; (b) timeline of events; (c) root cause; (d) impact assessment; (e) remediation steps taken; and (f) preventive measures to be implemented.

7. Scheduled Maintenance

7.1 Maintenance Windows

Gyre Research performs routine maintenance during a standing weekly maintenance window: Sundays, 02:00–06:00 AM Eastern Time. The Platform may experience brief interruptions during this window.

7.2 Advance Notice

Maintenance Type	Notice Period
Routine (within standing window)	48 hours
Extended (outside standing window or > 4 hours)	5 business days
Emergency (critical security patch or imminent threat)	As soon as reasonably practicable

7.3 Maintenance Exclusion

Scheduled Maintenance is excluded from the Downtime calculation for purposes of computing the Monthly Uptime Percentage, provided the maintenance occurs within the standing maintenance window or with the advance notice specified above.

8. Performance Standards

8.1 Response Time Targets

Operation	Target (p95)	Maximum
Dashboard page load	< 3 seconds	< 8 seconds
API query response (standard)	< 500 ms	< 2,000 ms
Report generation	< 30 seconds	< 120 seconds
Data upload processing	< 60 seconds per 10,000 rows	< 300 seconds per 10,000 rows

Performance targets are measured under normal load conditions. Performance during periods of unusually high demand or scheduled maintenance may vary.

8.2 Data Freshness

Data Type	Freshness Target
End-of-day market data	Available by 8:00 PM ET on trading days
Intraday data (where applicable)	15-minute delay (or as specified by data provider)
Uploaded Client Data	Processed within 15 minutes of upload

9. Exclusions

The Availability Target and Service Credits do not apply to Downtime or performance degradation caused by:

1. Scheduled Maintenance conducted in accordance with Section 7.
2. Force Majeure events as defined in the Terms of Service.
3. Actions or omissions of the Client or its Authorized Users, including misuse, unauthorized modifications, or non-compliant integrations.
4. Failures of the Client's internet connectivity, hardware, software, or network infrastructure.
5. Third-party service failures outside Gyre Research's reasonable control, including upstream data providers, DNS, or CDN outages.
6. Denial-of-service attacks or other malicious activity directed at the Platform.
7. Client's use of the Platform in excess of documented capacity limits or in violation of the Acceptable Use Policy.
8. Features designated as "beta," "preview," or "experimental."

10. Remedies and Limitations

Service Credits as described in Section 4 are the Client's sole and exclusive remedy for Gyre Research's failure to meet the Availability Target or any other service level described in this SLA. This SLA does not modify or supersede the limitation of liability provisions in the Terms of Service.

Gyre Research reserves the right to modify this SLA upon 60 days' written notice. Changes to service levels will not take effect during a current subscription term unless agreed in writing or unless the changes are more favorable to the Client.