Service Level Agreement

1. Overview

VeriField Pro is committed to providing a reliable, high-performance platform for safety compliance management. This SLA outlines our commitments regarding service availability, incident response, maintenance, and data protection. Given the safety-critical nature of our Platform, we recognize that downtime can impact mine operations and worker safety, and we prioritize system reliability accordingly.

2. Uptime Commitment

VeriField Pro commits to maintaining 99.9% monthly uptime for the Platform, excluding scheduled maintenance windows as defined in Section 7.

2.1 Uptime Calculation

Monthly uptime is calculated as follows:

“Downtime” means a period during which the Platform is materially unavailable to users, as measured by our monitoring systems. Scheduled maintenance, as defined in Section 7, is excluded from downtime calculations.

2.2 Uptime Equivalents

3. Monitoring

We employ continuous, automated monitoring of the Platform, including:

• Health Checks: Automated health checks run every 60 seconds against all critical Platform endpoints.
• Performance Monitoring: Real-time monitoring of response times, error rates, and throughput.
• Infrastructure Monitoring: Continuous monitoring of server health, database performance, and network connectivity.
• Alerting: Automated alerts notify our engineering team within 5 minutes of any service degradation or outage detection.

4. Incident Response Times

Incidents are classified by severity, and our response and resolution targets are as follows:

“Response Time” means the time between when VeriField Pro becomes aware of the incident and when our engineering team begins active investigation. “Resolution Target” means the target time to restore the affected functionality to normal operation or provide a viable workaround.

5. Emergency Feature Priority

Emergency features are deployed on dedicated infrastructure with additional redundancy and failover mechanisms. These features are designed to function even when other parts of the Platform experience degradation.

6. Service Credits

If we fail to meet our 99.9% monthly uptime commitment, affected Clients are eligible for service credits as follows:

To request a service credit, the Client must submit a written request to support@verifieldpro.com within 30 days of the end of the affected billing month. Service credits are applied to a future billing period and cannot be redeemed for cash. Total service credits in any billing month shall not exceed 50% of the monthly subscription fee.

7. Scheduled Maintenance

• Maintenance Windows: Scheduled maintenance is performed during low-traffic hours, typically between 2:00 AM and 6:00 AM Eastern Time on Sundays.
• Advance Notice: We will provide at least 72 hours' advance notice for scheduled maintenance that may result in service interruption, via email and in-app notification.
• Emergency Maintenance: In rare cases, critical security patches or urgent fixes may require unscheduled maintenance with shorter notice. We will provide as much advance notice as reasonably possible.
• Zero-Downtime Deployments: We strive to perform most updates and deployments with zero downtime using rolling deployment strategies. Only major infrastructure changes require maintenance windows.

8. Data Backup and Recovery

• Backup Frequency: Full database backups are performed daily. Incremental backups run continuously throughout the day.
• Backup Retention: Daily backups are retained for 30 days. Weekly backups are retained for 90 days. Monthly backups are retained for 1 year.
• Recovery Point Objective (RPO): 4 hours. In the event of a catastrophic failure, the maximum data loss will be limited to the preceding 4 hours of activity.
• Recovery Time Objective (RTO): 24 hours. In the event of a catastrophic failure requiring full system recovery, we target restoration of full service within 24 hours.
• Backup Storage: Backups are stored in geographically separate data centers within the United States, encrypted using AES-256 at rest.
• Recovery Testing: We perform disaster recovery drills on a quarterly basis to validate our backup and recovery procedures.

9. Exclusions

The uptime commitment and service credits do not apply to interruptions caused by:

• Scheduled maintenance as described in Section 7.
• Force majeure events, including but not limited to natural disasters, acts of war, terrorism, pandemics, power outages, or government actions.
• Issues caused by the Client's equipment, software, network connections, or infrastructure.
• Client-side misconfigurations or actions that prevent access to the Platform.
• Third-party service outages beyond VeriField Pro's reasonable control (e.g., cloud infrastructure provider outages, DNS provider failures).
• DDoS attacks or other malicious activities directed at the Platform.
• Issues resulting from the Client's failure to follow documented platform requirements or recommendations.

10. Reporting and Communication

• Incident Communication: During active incidents, we will provide status updates at least every 60 minutes for Critical incidents and every 2 hours for High severity incidents.
• Post-Incident Reports: For Critical and High severity incidents, we will provide a post-incident report within 5 business days, including root cause analysis, timeline of events, and preventive measures.
• Monthly Reports: Uptime and performance reports are available to Clients upon request.

11. Contact Us

For SLA-related inquiries, incident reports, or service credit requests: