This Service Level Agreement ("SLA") applies to the FND Engineering API, parsing engine, and transactional email alert network (collectively, the "Services") provided by FND Engineering LLC. This SLA is incorporated into and forms part of the Terms of Service. It defines our commitment to maximum uptime, ultra-low latency, and the remedies available to you if we fail to meet these commitments.

This SLA applies exclusively to users on the Pro Investor and Enterprise API subscription tiers. Basic tier accounts are excluded from these guarantees.

1. Uptime Guarantee (99.99%)

FND Engineering guarantees that our API and alert generation engine will be highly available and operational for a minimum of 99.99% of the time during any given calendar month ("Uptime Commitment").

• Uptime Calculation: Uptime is calculated as the total number of minutes in a month minus the number of minutes of Downtime, divided by the total number of minutes in the month.
• Downtime Definition: Downtime means a continuous period of at least five (5) minutes where all API requests fail or the parsing engine ceases to index incoming third-party data. Intermittent packet loss or delays affecting only a subset of users does not constitute Downtime.

2. Latency and Delivery Speed Guarantee

Because speed is the core value of our arbitrage and alert platform, we guarantee strict latency thresholds for the processing and dispatching of transactional email alerts.

• Processing Latency: Once a target asset is successfully parsed and indexed into our database, we guarantee that the match evaluation and subsequent transactional email generation will occur within 500 milliseconds (0.5 seconds).
• Dispatch Guarantee: The alert will be handed off to our SMTP relays within this 500ms window.
• Caveat on Delivery: We cannot guarantee the absolute time an email arrives in your personal inbox, as this depends on the performance of your receiving Mail Transfer Agent (e.g., Google Workspace, Office 365, or corporate firewall greylisting). Our SLA covers the dispatch time only.

3. Service Credits

If we fail to meet the Uptime Commitment or Latency Guarantees in a given calendar month, you will be eligible to receive a Service Credit against your future billing cycle. Service Credits are calculated as a percentage of the total monthly fees paid for the Services during the month in which the failure occurred.

4. Exclusions

The Uptime Commitment and Latency Guarantees do not apply to any performance or availability issues:

• Scheduled Maintenance: Downtime resulting from scheduled maintenance windows. We will provide at least 48 hours advance notice for any scheduled maintenance that requires API downtime.
• Third-Party Outages: Interruptions caused by factors outside of our reasonable control, including but not limited to force majeure events, massive DDoS attacks, systemic internet outages, or failures of third-party infrastructure (e.g., AWS regions, backbone providers).
• Target Site Changes: Delays in parsing caused by a third-party auction or government liquidation site changing their HTML structure, implementing CAPTCHAs, or actively blocking our parsing bots.
• User Error: Interruptions resulting from your equipment, software, invalid API requests, or exceeding your account rate limits.

5. Claiming Service Credits

To receive a Service Credit, you must submit a claim to our support team at support@fndengineering.com within thirty (30) days of the end of the month in which the SLA failure occurred. Your claim must include detailed server logs, API response headers, or other evidence demonstrating the downtime or latency issue.

Service Credits are your sole and exclusive remedy for any performance or availability issues with the Services.