Service Level Agreement

CrossCode — Service Level Agreement
Version 1.1 · Effective 2026-06-22

Capitalized terms not defined in this document have the meanings given in our Terms of Service.

CrossCode, Inc. — Service Level Agreement ("SLA") Effective Date: 2026-06-22 (Version 1.1)

This SLA is incorporated by reference into the Master Subscription Agreement. Capitalized terms not defined have the meanings given in the Agreement.

1. Uptime Commitment

CrossCode targets 99.5% Monthly Uptime for the production Services. "Monthly Uptime" is calculated as: ((Total Minutes in Calendar Month – Downtime Minutes) ÷ Total Minutes in Calendar Month) × 100, measured at the CrossCode public API ingress.

Initial Measurement Period. For the first 90 days following the Service Effective Date (the "Initial Period"), CrossCode will report Monthly Uptime but no service credits will accrue. This period establishes the baseline measurement. Credits under Section 3 begin accruing on the first calendar month that begins after the Initial Period ends.

2. Downtime Exclusions

The following are not Downtime:

(a) Scheduled Maintenance for which CrossCode provides at least forty-eight (48) hours' advance notice via in-product banner or email, not to exceed eight (8) hours in any calendar month and conducted between 22:00 and 06:00 US/Eastern where reasonably practicable;

(b) Emergency Maintenance required to protect the security or integrity of the Services, with notice given as soon as reasonably practicable;

(d) Force majeure events including, without limitation, internet backbone outages, denial-of-service attacks not caused by CrossCode's negligence, and public cloud provider regional outages;

(e) Third-party LLM provider outages. Customer acknowledges that the Services depend on third-party LLM providers (currently Anthropic and OpenAI) and that provider outages, rate limiting, or service degradation at those providers may affect the Services. CrossCode operates multi-provider failover where commercially reasonable but does not warrant the absence of provider-driven outages. Time during which a third-party LLM provider outage materially prevents CrossCode from delivering Output is excluded from Downtime;

(f) Outages caused by use of the Services in violation of the Agreement or AUP;

(g) Beta, preview, or experimental features designated as such.

3. Service Credits

If actual Monthly Uptime falls below the target, Customer is entitled to the following service credit, which is Customer's sole and exclusive remedy for missed uptime:

Monthly Uptime	Service Credit
≥ 99.0% and < 99.5%	10% of the monthly fee for the affected month
≥ 95.0% and < 99.0%	25% of the monthly fee for the affected month
< 95.0%	50% of the monthly fee for the affected month

3.1 Claim Process. Customer must request a service credit in writing to support@crosscode.pro within thirty (30) days after the end of the affected month, with a reasonable description of the impact.

3.2 Application. Service credits are applied against future invoices. No cash refunds. Service credits in any month may not exceed 50% of that month's fees.

4. Support

Severity	Definition	Initial Response Target
Sev-1 — Critical	Production Services unavailable for all Authorized Users; no workaround.	1 business hour
Sev-2 — High	Major functionality impaired; Output not produced for a significant subset of Submissions; degraded performance affecting normal use.	4 business hours
Sev-3 — Medium	Non-critical functionality impaired; workaround available.	1 business day
Sev-4 — Low	General question, feature request, documentation issue.	2 business days

4.1 Channels. Email support@crosscode.pro. Higher-tier plans may include additional channels per the Order Form.

4.2 Business Hours. Initial response targets are measured during Business Hours: 09:00–18:00 US/Eastern, Monday through Friday, excluding U.S. federal holidays. Sev-1 incidents reported outside Business Hours are addressed on a best-effort basis.

4.3 Customer Responsibilities for Incident Reporting. Customer will provide (a) a clear description of the issue, (b) steps to reproduce where applicable, (c) affected accounts or entries, and (d) any error messages or screenshots.

5. Definition of an Incident

An "Incident" is any unplanned interruption or degradation of the Services that materially impairs Customer's ability to use the Services as documented.

6. Status Communications

CrossCode maintains a status page at `status.crosscode.pro` reflecting the operational state of the Services. Sev-1 and Sev-2 incidents are posted within thirty (30) minutes of confirmation.

CrossCode, Inc. (a Delaware corporation in formation) — operating as CrossCode.