Service Level Agreement

1. Introduction and Scope

This Service Level Agreement ("SLA") forms part of and is incorporated into the Terms and Conditions or applicable Order Form between AnansiTraps Ltd. ("AnansiTraps") and the Client ("Client"). This SLA defines the service levels AnansiTraps commits to delivering, the measurement methodology used to assess performance, and the remedies available to the Client where AnansiTraps fails to meet those commitments.

This SLA applies to:

• SaaS Platform: Cloud-delivered access to the AnansiTraps cyber deception platform
• Managed Security Service (MSS): Where the Client has subscribed to AnansiTraps-operated monitoring, deployment, and response services
• Support Services: Technical support provided to the Client and its Authorized Users

This SLA does not apply to Free Trial access, beta features, or third-party services and integrations (including AWS, Azure, GCP, CrowdStrike, Splunk, Slack, Microsoft Teams, and Google Chat), which are governed by their respective providers' terms.

In the event of any conflict between this SLA and the Terms and Conditions, the Terms and Conditions take precedence except with respect to service level commitments and remedies, where this SLA governs.

2. Definitions

For the purposes of this SLA:

• "Availability" means the percentage of time in a given calendar month during which the Platform is accessible and operational, calculated in accordance with Section 4 of this SLA.
• "Downtime" means any period during which the Platform is wholly unavailable to the Client due to a fault attributable to AnansiTraps, excluding Scheduled Maintenance and Excused Downtime.
• "Scheduled Maintenance" means planned maintenance windows communicated to the Client at least 48 hours in advance during which Platform access may be temporarily interrupted.
• "Excused Downtime" means unavailability caused by factors outside AnansiTraps' reasonable control, including force majeure events, Client-caused failures, third-party infrastructure outages, or the Client's breach of the Terms and Conditions.
• "Monthly Uptime Percentage" means the total minutes in a calendar month minus Downtime minutes, divided by total minutes in that calendar month, expressed as a percentage.
• "Service Credit" means a credit applied to the Client's future invoice as a remedy for an SLA breach, calculated in accordance with Section 6.
• "Incident" means an unplanned interruption to or degradation of the Platform or Services.
• "Critical Incident" means an Incident causing complete Platform unavailability, a security breach of the Platform, or a failure of all Deception Assets to report telemetry.
• "High Incident" means an Incident causing significant degradation of Platform functionality affecting core deception or detection capabilities.
• "Medium Incident" means an Incident causing partial degradation of non-core Platform features.
• "Low Incident" means a minor issue with minimal operational impact, including cosmetic defects or documentation errors.
• "Response Time" means the time elapsed between AnansiTraps receiving a support request or detecting an Incident and AnansiTraps providing an initial substantive response acknowledging the issue.
• "Resolution Time" means the time elapsed between AnansiTraps receiving a support request or detecting an Incident and AnansiTraps restoring normal Service operation or providing a documented workaround.
• "Business Hours" means 08:00 to 18:00 East Africa Time (EAT), Monday through Friday, excluding Kenyan public holidays.
• "24/7 Coverage" means continuous monitoring and response capability, 24 hours per day, 7 days per week, 365 days per year, applicable to Managed Security Service clients and Critical Incidents for all tiers.

3. Service Tiers

AnansiTraps offers three service tiers, each with different support entitlements. The applicable tier is specified in the Client's Order Form.

4. Platform Uptime Commitment

4.1 Uptime SLA

AnansiTraps commits to a Monthly Uptime Percentage of 99.5% for the SaaS Platform across all service tiers. This equates to a maximum permissible Downtime of approximately 3 hours and 39 minutes per calendar month.

4.2 Uptime Calculation

Monthly Uptime Percentage is calculated as follows:

Monthly Uptime % = ((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100

Downtime is measured from the time AnansiTraps confirms an Incident causing Platform unavailability to the time AnansiTraps confirms restoration of normal Platform operation.

4.3 Exclusions from Downtime Calculation

The following are excluded from Downtime calculations:

• Scheduled Maintenance windows communicated with at least 48 hours' notice
• Unavailability caused by the Client's actions, misconfigurations, or failure to follow AnansiTraps' documentation
• Unavailability caused by third-party infrastructure failures outside AnansiTraps' control, including cloud provider outages (AWS, Azure, GCP), internet service provider failures, or DNS failures outside AnansiTraps' DNS infrastructure
• Force majeure events as defined in the Terms and Conditions
• Unavailability resulting from the Client's use of unsupported browsers, operating systems, or integration configurations
• Unavailability during a Free Trial period
• Unavailability affecting features designated as beta or preview

4.4 Scheduled Maintenance

AnansiTraps will endeavor to conduct Scheduled Maintenance during off-peak hours (00:00 to 04:00 EAT) and will provide at least 48 hours' advance notice via email and in-platform notification. For Enterprise tier Clients, AnansiTraps will additionally coordinate Scheduled Maintenance windows to minimize operational impact wherever practicable.

4.5 Uptime Monitoring

AnansiTraps monitors Platform availability continuously using automated monitoring tools. Current Platform status, including live uptime metrics and incident history, is published at [status.anansitraps.com]. Clients are encouraged to subscribe to status page notifications.

5. Support Services

5.1 How to Request Support

Support requests may be submitted through the following channels depending on the Client's service tier:

• Email: [support@anansitraps.com]
• Support Portal: [support.anansitraps.com]
• Dedicated Channel: Enterprise tier Clients via their designated Slack or Microsoft Teams channel

5.2 Incident Classification and Response Commitments

AnansiTraps will classify all Incidents and support requests upon receipt and apply the following response and resolution targets:

Essential Tier:

Professional Tier:

Enterprise Tier:

5.3 Resolution Time Clarification

Resolution Time targets represent AnansiTraps' commitment to restore normal Service operation or provide a documented workaround. Complex issues involving third-party dependencies or requiring significant platform changes may require additional time. In such cases, AnansiTraps will provide the Client with a documented remediation plan and regular progress updates at intervals no greater than 4 hours for Critical Incidents and 24 hours for all other severities.

5.4 Incident Escalation

If the Client believes an Incident has been incorrectly classified or is not being resolved with appropriate urgency, the Client may escalate by:

• Essential and Professional: Emailing [support@anansitraps.com] with "ESCALATION" in the subject line
• Enterprise: Contacting the Client's dedicated Customer Success Manager directly

AnansiTraps will acknowledge escalations within 1 hour and assign a senior engineer within 2 hours.

5.5 Client Responsibilities

To enable AnansiTraps to meet its response and resolution commitments, the Client agrees to:

• Provide accurate, complete information when submitting support requests
• Make Authorized Users with relevant technical knowledge available to assist AnansiTraps during investigation
• Promptly implement recommended workarounds or fixes provided by AnansiTraps
• Designate a named technical contact for Critical and High Incidents

6. Managed Security Service Commitments

6.1 Scope

Where the Client has subscribed to AnansiTraps Managed Security Service (MSS), AnansiTraps provides continuous monitoring of deception telemetry, alert triage, threat investigation, and coordinated incident response on the Client's behalf.

6.2 MSS Response Commitments

6.3 MSS Exclusions

MSS response commitments apply to threats detected within the AnansiTraps deception layer. Response commitments do not apply to threats detected exclusively outside the deception layer, third-party tool alerts not correlated with deception telemetry, or Client-initiated threat hunts outside the agreed MSS scope.

6.4 MSS Escalation

For Critical threats, AnansiTraps MSS analysts will attempt to contact the Client's designated security contact by phone and email simultaneously. If the designated contact is unreachable, AnansiTraps will escalate to the secondary contact designated in the Client's Order Form.

7. Service Credits

7.1 Credit Eligibility

The Client is eligible to claim Service Credits where AnansiTraps fails to meet the Monthly Uptime Percentage commitment in any calendar month. Service Credits are the Client's sole and exclusive remedy for Platform unavailability.

7.2 Credit Schedule

Service Credits are calculated as a percentage of the Client's monthly subscription fee for the affected month:

7.3 Support Response Credits

Where AnansiTraps fails to meet Critical Incident Response Time commitments on more than two occasions in a single calendar month, the Client is eligible for an additional Service Credit of 5% of the monthly fee for that month, up to a maximum combined credit of 30% of the monthly fee in any single month.

7.4 How to Claim

To claim a Service Credit, the Client must submit a written credit request to [support@anansitraps.com] within fifteen (15) days of the end of the calendar month in which the SLA breach occurred. The request must include:

• The dates and times of the claimed Downtime or missed response
• The support ticket reference numbers where applicable
• A description of the impact on the Client's operations

AnansiTraps will review and respond to credit requests within ten (10) Business Days. Approved credits will be applied to the Client's next invoice. Service Credits are non-transferable and have no cash value.

7.5 Credit Limitations

Service Credits are subject to the following limitations:

• Credits apply only to the specific Service affected, not to the entire subscription
• Credits are not available where the SLA breach was caused by Excused Downtime
• Credits are not available where the Client has outstanding undisputed invoices
• Credits are not available for Free Trial periods
• Total Service Credits in any calendar month shall not exceed 30% of the Client's monthly fee for that month
• Service Credits are the Client's sole and exclusive financial remedy for SLA breaches and do not constitute a waiver of any other rights the Client may have under the Terms and Conditions

8. Reporting and Transparency

8.1 Status Page

AnansiTraps maintains a publicly accessible status page at [status.anansitraps.com] providing:

• Real-time Platform availability status
• Active Incident notifications and updates
• Historical uptime data for the preceding 90 days
• Scheduled Maintenance announcements

8.2 Monthly SLA Reports

For Professional and Enterprise tier Clients, AnansiTraps will provide a monthly SLA performance report within five (5) Business Days of month end, including:

• Monthly Uptime Percentage achieved
• Summary of all Incidents and their resolution times
• Support ticket volumes and response time performance
• MSS activity summary (where applicable)
• Deception asset health and coverage summary

8.3 Quarterly and Annual Reviews

Enterprise tier Clients receive quarterly service reviews with their dedicated Customer Success Manager to assess SLA performance, review threat trends, plan capacity, and discuss Platform roadmap developments. All tiers receive an annual service review upon request.

9. Planned Improvements and Roadmap

AnansiTraps is committed to progressively improving service levels as the Platform scales. We intend to review and update uptime commitments as follows:

Uptime improvements are subject to infrastructure investment, Platform maturity, and successful migration to enterprise-grade cloud infrastructure. Revised SLA commitments will be formally communicated to Clients via Order Form amendments or SLA updates with at least 30 days' notice.

10. SLA Review and Amendment

AnansiTraps will review this SLA at least annually and may amend it by providing Clients with at least thirty (30) days' written notice. Amendments that reduce service level commitments will not take effect until the Client's next Subscription Term renewal unless agreed otherwise in writing. Amendments that improve service level commitments take effect on the date specified in the notice.

11. Contact and Support Escalation Directory