Service Level Agreement

Last updated: August 5, 2026

1. Scope and Applicability

This Service Level Agreement ("SLA") is offered by Night Lite USA LLC and applies to paid subscriptions to the Control plan once that plan is generally available. ProvenanceOS is a Developer312 product brand. While the service is in early access it is provided on an as-is basis and no service credits accrue. Where a signed written agreement between you and Night Lite USA LLC states different service-level terms, that agreement prevails over this page.

2. Availability Commitment

ProvenanceOS commits to 99.5% Monthly Service Availability. Monthly Service Availability is the percentage of minutes in a calendar month during which the service is reachable and materially functional (scan intake, job status, and dashboard), excluding Scheduled Maintenance and Excused Downtime.

3. Downtime and Exclusions

"Downtime" means a period during which the service is materially unavailable. Downtime does not include:

• Scheduled Maintenance, announced with at least 24 hours' notice where practicable;
• Failures caused by acts or omissions of you, your users, or your configuration;
• Third-party services outside our reasonable control (for example repository providers, DNS, or CDN outages);
• Force majeure events; and
• Capabilities labeled "rolling out" or "planned" on the changelog, which are pre-release and excluded from this commitment.

4. Service Credits

If Monthly Service Availability falls below 99.5%, you may request a service credit equal to 10% of the monthly fee for that month for each full percentage point below the target, capped at 25% of that month's fee. A fraction of a percentage point does not earn a credit by itself. Service credits are the remedy for a single month that misses the target. The chronic-underperformance refund in section 7 is separate. Requests must be sent to support@provenance-os.com within 30 days of the end of the affected month and are applied against future invoices.

5. Support Response Targets

• Critical (service down or materially unusable): first response within 4 business hours.
• High (significant degradation of a core function): first response within 1 business day.
• Normal (questions, non-urgent issues): first response within 2 business days.

Business hours are United States Pacific Time business hours. Control plan agreements include direct founder access and extended-hours support as described on the pricing page.

6. Monitoring and Reporting

Service health is monitored continuously via the /api/health and /api/ready endpoints. On request, we will provide an availability report for any calendar month covered by this SLA.

7. Chronic Underperformance

If Monthly Service Availability falls below the commitment in two consecutive calendar months, you may terminate the affected subscription and receive a pro-rata refund of prepaid, unused fees. This remedy is in addition to, not instead of, service credits.

8. Changes to This SLA

We may update this SLA by posting the revised version on this page. Changes that materially reduce the availability target or credit terms apply prospectively only, with at least 30 days' notice before your next renewal.

9. Contact

Questions about this SLA, availability reports, or service-credit requests should be sent to support@provenance-os.com.