Service Level Agreement

Version 1.1. Last updated: 11 September 2026.

Published in English, Russian and Uzbek. The English text prevails if the versions differ.

Status: this document applies to paid plans.

It becomes binding when we have referred to it in a signed order form or confirmed it to you in writing. For a plan bought in the product without a separate order form, our availability commitment is the one in the Terms of Service, section 7: commercially reasonable efforts.

1. What this covers

This Agreement covers the Tracepo production service on a paid plan: the web application, the query API and the telemetry ingestion gateway.

It does not cover: unpaid organisations, trials, beta or preview features, the documentation site, the marketing site, or the Tracepo agent running on your own hosts.

2. The commitment

We commit to a Monthly Uptime Percentage of 99%.

That allows about 7 hours 18 minutes of Downtime in a 30-day month.

3. How it is measured

Downtime is a period during which the Service is Unavailable, measured in whole minutes.

The Service is Unavailable when either:

• an authorised user cannot sign in to the web application or cannot retrieve stored telemetry through it, or
• the ingestion gateway rejects or fails to accept correctly formed, correctly authenticated telemetry,

and the cause is within our control.

Monthly Uptime Percentage = (total minutes in the calendar month, minus Downtime minutes, minus Excluded minutes) divided by (total minutes in the calendar month, minus Excluded minutes), expressed as a percentage.

Downtime starts at the earlier of the moment our own monitoring records the failure and the moment you open a support ticket about it. It ends when the Service is available again.

We measure with our own monitoring. If your measurements disagree with ours, send us what you have and we will look at both.

4. What does not count

The following minutes are Excluded and never count as Downtime:

1. Planned maintenance, announced by email at least 48 hours in advance, no more than once per calendar month, and no longer than 4 hours in a single window.
2. Emergency maintenance needed to address a security vulnerability or to prevent imminent data loss, announced as early as we reasonably can.
3. Problems in networks, DNS or routing outside our infrastructure, including your own connectivity and that of your provider.
4. Your own configuration: wrong credentials, an expired ingestion key, a misconfigured agent, malformed telemetry, or a client that does not retry.
5. Suspension under the Billing and Refund Policy or the Acceptable Use Policy.
6. Exceeding plan limits, including refusals caused by reaching a limit.
7. Load spikes: any period in which your traffic exceeds 300% of your highest sustained 24-hour volume over the preceding 30 days.
8. Force majeure, including natural disasters, war, civil disturbance, government action, and failures of national telecommunications or power infrastructure.
9. Faults in third-party software or services you have connected to the Service.
10. Beta, preview and experimental features, whether or not they are labelled as such in the interface.

5. Remedy

If the Monthly Uptime Percentage falls below 99% in two consecutive calendar months, you may terminate the affected subscription by writing to us within 30 days of the end of the second month.

If you do, we refund the unused part of your paid period, calculated pro rata from what you actually paid.

This is your sole and exclusive remedy, and our sole liability, for failing to meet the commitment in this Agreement. We chose a straight termination right rather than a table of service credits because a credit that keeps you on a service that is not working is not a remedy.

Nothing in this section limits your rights under the Terms of Service for anything other than availability.

6. Claiming

To claim, write to support@tracepo.io within 30 days of the end of the second consecutive month below target, with the affected period, the effect on you, and any measurements you have.

We will answer within 10 working days, with our own measurement for the months in question.

7. Support response

For paid plans, we aim to answer a support request within one working day and we answer within fourteen working days at the latest. Support is provided in English, Russian and Uzbek, by email at support@tracepo.io. We accept requests around the clock and answer them on working days between 09:00 and 18:00 Tashkent time (UTC+5).

Support response times are a target, not part of the availability commitment in section 2, and missing them does not trigger the remedy in section 5.

8. Data durability

This Agreement is about availability. It is not a guarantee against data loss.

Our commitments on retention, deletion and export are in the Terms of Service and the Billing and Refund Policy. Backup and recovery arrangements are described in the Privacy Policy, section 10.

9. Changes

We may update this Agreement. If you have a signed order that refers to it, the version in force when you signed applies until your next renewal.

"BEATAI LABS" LLC, TIN 312569409, Toshkent shahri, Mirobod tumani, Yuksalish MFY, Kuylik-3 mavzesi, 37-uy, 26-xonadon, Republic of Uzbekistan. support@tracepo.io