This Maincloud SLA Policy, which we refer to as this "Policy," applies to your use of the Maincloud Pro plan of SpacetimeDB Maincloud.

This Policy is incorporated into and forms part of the Clockwork Laboratories, Inc. Terms of Service, unless you have entered into a separate written agreement with us that expressly supersedes this Policy.

This Policy is intended to give Maincloud Pro customers who are not Enterprise customers a clear, credit-only remedy if Maincloud Pro experiences a clear service disruption. This Policy is not an Enterprise SLA and does not provide Enterprise-level uptime commitments, support commitments, custom remedies, service extensions, termination rights, refunds, damages, or other Enterprise remedies.

For purposes of this Policy, a creditable Service Disruption occurs only when Actual Availability for the Covered Maincloud Service is less than 99.5% for a calendar month, subject to the terms, conditions, limitations, and exclusions below.

This Policy applies only to Maincloud Pro. This Policy does not apply to Maincloud Free, Enterprise Services, paid dedicated deployments, self-hosted deployments, private deployments, preview features, beta features, alpha features, experimental features, free trials, or any services that we identify as excluded from this Policy.

For clarity, Enterprise customers may be eligible for separate Enterprise service level commitments only if expressly stated in an applicable written agreement, order form, or Enterprise policy.

1. Uptime Commitment

Subject to the exclusions below, Company will use commercially reasonable efforts to provide Actual Availability for the Covered Maincloud Service of at least 99.5% during each calendar month, as measured by Company using its internal monitoring systems.

A failure to meet this uptime commitment is a Service Disruption only if Actual Availability for the Covered Maincloud Service is less than 99.5% for the applicable calendar month.

This uptime commitment applies only to the general availability of the Covered Maincloud Service for active Maincloud Pro accounts in good standing. It does not apply to your applications, modules, databases, configurations, schemas, queries, workloads, networks, devices, third-party services, or failures caused by your use of the Services.

2. SLA Credits

If a Service Disruption occurs during a calendar month, you may be eligible to receive an SLA credit in the form of a promotional SpacetimeDB Maincloud account credit, subject to the requirements and exclusions in this Policy. SLA credits are calculated monthly.

The amount of any SLA credit will be calculated as follows:

SLA Credit = Credit Base x Credit Percentage

For purposes of this calculation:

"Credit Base" means the usage-based fees paid or payable by you for the affected Covered Maincloud Service for the applicable calendar month, excluding initial subscription fees, base subscription fees, minimum commitments, prepaid amounts, taxes, pass-through charges, third-party fees, professional services, support fees, marketplace charges, previously issued credits, discounts, refunds, chargebacks, and any other excluded amounts.

The applicable Credit Percentage will be determined as follows:

SLA credits are your sole and exclusive remedy, and Company's sole and exclusive liability, for any Service Disruption or for any unavailability, downtime, interruption, degradation, latency, data access issue, or other performance issue affecting Maincloud Pro.

SLA credits are subject to the following limitations:

• SLA credits are not refunds and have no cash value.
• SLA credits may be used only against future eligible SpacetimeDB Maincloud charges designated by Company.
• SLA credits may not be applied to Enterprise Services, taxes, third-party fees, professional services, support services, marketplace charges, or any other excluded charges.
• SLA credits are non-transferable and may not be sold, assigned, exchanged, or redeemed for cash.
• SLA credits are capped at 20% of the total amounts actually paid by you for Maincloud Pro during the twelve (12) months immediately preceding the end of the calendar month in which the Service Disruption occurred. If you have used Maincloud Pro for fewer than twelve (12) months, the cap is 20% of the total amounts actually paid by you for Maincloud Pro during that shorter period.
• Only one SLA credit may be issued per Maincloud Pro account per calendar month, regardless of the number of incidents, projects, databases, organizations, users, or workloads affected.
• Multiple periods of Unscheduled Downtime in the same calendar month may be aggregated for purposes of calculating Actual Availability, but the applicable SLA credit will be based on the final Actual Availability calculation for that calendar month.
• You may not create or use multiple accounts, organizations, projects, identities, or other means to obtain additional SLA credits.
• If you have no eligible future Maincloud charges before the applicable SLA credit expires, the SLA credit will expire unused.

3. Credit Claims, Requests, and Issuance

Company will calculate Actual Availability on a monthly basis after the end of each calendar month. If Company determines that a Service Disruption occurred, Company will use best efforts to make any applicable SLA credits available within thirty (30) days after the end of the calculated month.

Company may make SLA credits available in one or more of the following ways:

• by applying the SLA credit automatically to your account;
• by allowing you to claim the SLA credit through your account portal on Company's website; or
• by allowing you to request the SLA credit directly by emailing Company at contact@spacetimedb.com.

Unless Company applies the SLA credit automatically, your ability to claim or request the SLA credit expires thirty (30) days after the date the SLA credit first becomes available for you to claim through your account portal or otherwise through a Company-designated claim process.

If Company allows direct requests by email, your request must include:

• your account ID, organization ID, project ID, or registered email address;
• the affected Maincloud Pro project, database, or service;
• the dates, times, and approximate duration of the alleged unavailability;
• a reasonable description of the impact you experienced; and
• any reasonably available logs, error messages, screenshots, or other information supporting the request.

Company will determine eligibility for SLA credits based on its own monitoring, logs, records, calculations, and reasonable investigation. Company's measurements and calculations will control for purposes of determining Actual Availability, whether a Service Disruption occurred, and the amount of any SLA credit.

If Company confirms that you are eligible for an SLA credit, Company will issue the SLA credit to your account. Company will use best efforts to issue eligible SLA credits within thirty (30) days after the end of the calculated month, but issuance may depend on account status, billing status, claim submission, verification, and other administrative requirements.

You must have an active Maincloud Pro account in good standing to receive, claim, or use an SLA credit. Accounts that are suspended, terminated, restricted, abusive, fraudulent, delinquent, subject to payment failure, or otherwise not in good standing are not eligible for SLA credits.

4. Definitions

For purposes of this Policy only, the following definitions apply.

"Actual Availability" means the percentage of Total Eligible Minutes in a calendar month during which the Covered Maincloud Service is available, calculated as follows:

Actual Availability = ((Total Eligible Minutes - Unscheduled Downtime) / Total Eligible Minutes) x 100

Actual Availability is measured solely by Company.

"Covered Maincloud Service" means the hosted Maincloud database runtime and service endpoints controlled by Company that are necessary for client applications to connect to and use a Running Maincloud Pro database. Covered Maincloud Service does not include the Website, documentation, marketing pages, pricing pages, community services, support channels, account management interfaces, billing systems, dashboards, analytics pages, or administrative tools, except to the extent their unavailability directly prevents client applications from connecting to or using a Running Maincloud Pro database.

"Credit Base" has the meaning given in Section 2.

"Credit Percentage" means the percentage corresponding to the applicable Actual Availability range in the table in Section 2.

"Maincloud Pro" means the paid Maincloud plan designated as "Maincloud Pro" on Company's pricing page, or any successor plan that Company expressly identifies as eligible for this Policy.

"Running" means that the applicable Maincloud Pro database is not paused, suspended, disabled, deleted, deleting, pending deletion, administratively restricted, or otherwise unavailable due to your action, billing status, spending limit, configuration, account status, or other exclusion under this Policy.

"Service Disruption" means a calendar month in which Actual Availability for the Covered Maincloud Service is less than 99.5%, subject to the terms, conditions, limitations, and exclusions in this Policy.

"SLA Credit" means a promotional credit issued by Company to your SpacetimeDB Maincloud account in accordance with this Policy. SLA credits are not refunds, are not cash, and are not legal tender.

"Total Eligible Minutes" means the total number of minutes in the applicable calendar month during which your account was subscribed to Maincloud Pro and the applicable Maincloud Pro database was Running, excluding minutes attributable to the exclusions in this Policy.

"Unscheduled Downtime" means the number of minutes during which the Covered Maincloud Service is generally unavailable due to a failure within Company's reasonable control. Unscheduled Downtime does not include downtime, unavailability, performance issues, interruption, latency, errors, or degradation caused by or attributable to any exclusion in this Policy.

5. Exclusions

The uptime commitment and SLA credits described in this Policy do not apply to any unavailability, downtime, interruption, latency, degradation, error, or other issue arising from or related to any of the following.

5.1 General Service Exclusions

• Factors outside Company's reasonable control, including force majeure events, Internet failures, network failures, DNS issues, ISP issues, cloud provider issues outside Company's reasonable control, denial-of-service attacks, third-party service failures, or issues beyond Company's service demarcation point.
• Your or your users' acts, omissions, configurations, applications, code, workloads, modules, schemas, queries, deployments, access controls, credentials, or integrations.
• Your equipment, software, network, systems, devices, browsers, operating systems, firewalls, proxies, VPNs, or other technology.
• Your failure to follow Company's documentation, operational guidance, technical requirements, usage limits, or recommended practices.
• Your breach of the Terms, any acceptable use policy, fair-use policy, documentation, or other applicable terms.
• Suspension, throttling, rate-limiting, restriction, or termination of your access in accordance with the Terms or Company's applicable policies.
• Scheduled maintenance, provided that Company gives notice through email, status page, dashboard, documentation, in-product notice, or another reasonable method where practicable.
• Emergency maintenance, urgent security maintenance, infrastructure maintenance, or other maintenance that Company reasonably determines is necessary to protect the Services, users, systems, data, or infrastructure.
• Preview, beta, alpha, experimental, deprecated, unsupported, retired, or non-generally available features, services, APIs, integrations, software, regions, or functionality.
• Errors or interruptions that do not make the Covered Maincloud Service generally unavailable, including intermittent errors, temporary latency, degraded performance, partial feature impairment, or issues affecting only specific workloads, projects, databases, users, or geographic areas.

5.2 Maincloud Resource, Plan, and Fair-Use Exclusions

• CPU, memory, storage, bandwidth, connection, request, rate, concurrency, IO, database size, table count, module size, compute, or other resource limitations applicable to Maincloud Pro.
• Your exceeding or attempting to exceed applicable quotas, usage limits, rate limits, spending limits, resource limits, or fair-use limits.
• Your disabling pay-as-you-go usage, reaching or exceeding a self-set spending limit, failing to maintain valid billing information, failing to pay amounts when due, or otherwise becoming ineligible for continued Maincloud Pro usage.
• Any database or service being manually paused, administratively paused, suspended, or disabled as a result of your settings, account status, billing status, or use of the Services.
• Workloads that overload, exhaust, saturate, or otherwise impair assigned Maincloud resources.
• Long recovery times caused by workload characteristics, including insufficient IO capacity, excessive database size, excessive table count, excessive connection volume, excessive request volume, excessive write volume, excessive reducer calls, or abnormal workload behavior.
• Restrictions, throttling, rate limits, or other controls applied to preserve platform stability, protect other users, prevent abuse, enforce plan limits, or enforce fair-use requirements.
• Attempts to use Maincloud Pro in a manner inconsistent with its intended purpose, including abusive, benchmarking, scraping, crypto-mining, spam, denial-of-service, security testing without authorization, or other excessive usage.

5.3 Database Exclusions

• Unsupported, unofficial, deprecated, retracted, or non-current SpacetimeDB versions.
• Unofficially supported SpacetimeDB extensions, plugins, modules, tools, libraries, frameworks, images, APIs, or integrations.
• Your database schemas, modules, queries, migrations, deployments, workloads, or application logic.
• Issues caused by database corruption, data loss, recovery delay, migration failure, schema design, query behavior, workload shape, or application behavior outside Company's reasonable control.
• Issues that could reasonably have been avoided by using a supported version, following documentation, or applying an available patch, update, configuration change, or mitigation.

5.4 Auth and Identity Exclusions

• Your configuration of authentication, authorization, identity, credentials, tokens, permissions, secrets, keys, or access controls.
• Inappropriately provisioned or excessive compute, request, or workload demands related to authentication flows, including sign-in, sign-up, password change, password reset, credential verification, token issuance, and related APIs.
• Total or partial outages caused by third-party services, whether configured by default or selected by you, including OAuth providers, OpenID Connect providers, SAML providers, email providers, SMTP services, SMS providers, CAPTCHA services, password strength services, IP geolocation services, and related APIs or protocols.
• Outages caused by overly permissive, overly restrictive, misconfigured, or abused rate-limiting settings.
• Lost, leaked, compromised, expired, or misused credentials, keys, secrets, tokens, or personal access tokens.
• Unofficial, unsupported, deprecated, vulnerable, or retracted Company client libraries, frameworks, SDKs, APIs, containers, CLIs, packages, infrastructure-as-code plugins, or related software.
• Issues that could reasonably have been avoided by upgrading to a supported minor or patch version of an official Company library, framework, SDK, API, container, CLI, package, or related software.

5.5 Clockwork Labs Signing Authority API Exclusions

• Until the Clockwork Labs Signing Authority API reaches General Availability, no uptime commitment applies to the Clockwork Labs Signing Authority API.
• Personal access tokens, signing credentials, keys, or secrets that are lost, leaked, compromised, or misused due to improper maintenance, improper storage, improper access control, or improper handling of confidential information.
• Violations of Company's fair-use policy, acceptable use policy, security requirements, or applicable terms.
• Third-party identity, signing, verification, email, messaging, or related service failures.

6. Relationship to Terms

Except as expressly set forth in this Policy, Company does not provide any uptime, availability, support, recovery, maintenance, data restoration, or performance commitment for Maincloud Pro.

For clarity, failure to meet the uptime commitment in this Policy does not entitle you to any refund, cash payment, damages, termination right, service extension, data restoration remedy, priority support, Enterprise support, or other compensation.

To the extent this Policy conflicts with the Terms, this Policy controls solely with respect to the availability of SLA credits for qualifying Service Disruptions affecting Maincloud Pro. All other disclaimers, limitations of liability, exclusions, and restrictions in the Terms continue to apply.