This Service Level Agreement ("SLA") is part of your signed NetFire Master Service Agreement ("Agreement"). It takes effect once that Agreement is fully signed. Terms not defined here have the same meaning as in the Agreement.

This SLA only applies to the specific NetFire services listed in this document. It does not apply to:

• Other brands or services connected to NetFire services.
• Software or hardware at your location that isn’t part of a covered NetFire service.

Prior Versions of this Document

This SLA covers the services NetFire offers right now.

If you need an earlier version, contact your NetFire Account Manager, your reseller, or submit a request to the NetFire Ticketing Helpdesk.

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Definitions

• Applicable Monthly Period: Number of days in a calendar month when subscribed to a Service, used to calculate any Service Credit.
• Applicable Monthly Service Fees: The actual amount paid for a Service in the relevant month.
• Downtime: Service unavailability per the Service-Specific Terms.
• Error Code: A failure signal or message in the Service.
• External Connectivity: Bi-directional traffic over HTTP/HTTPS to a public IP.
• Event: An issue affecting service (e.g., hardware failure, software bug, or cyberattack).
• Incident: A single Event or group of related Events that cause Downtime (NetFire determines grouping).
• Scheduled Downtime: Maintenance with notice:
  • Standard: ≥5 business days
  • Urgent: ≥24 hours
  • Emergency: No notice, action taken to protect systems/data
• Service Credit: Fee percentage refunded if Downtime is confirmed.
• Service Level: Guaranteed monthly uptime target.
• Service Resource: Any individual object/component delivered within a Service.
• Support Window: Active support timeframe for a Service or feature.

Claims

To request a Service Credit, submit the following within 15 business days after the Incident resolution:

• Issue description
• Time and duration of Downtime
• Impacted users and locations
• Actions taken and proof of a support ticket

Service Credit requests are reviewed within 10 business days. Only accounts in full compliance are eligible.

Service Credits

Credits are the sole remedy under this SLA. Credits:

• Apply only to the affected Service/Resource/tier
• Cannot exceed the paid amount for that month
• Must be requested via your reseller if applicable

Limitations

The SLA does not apply to issues caused by:

• Force majeure events
• Third-party services or tools
• Ignored best practices or warnings
• Beta, trial, or unsupported features
• User misconfiguration, overuse, or unauthorized access
• Customer-side scheduled work or downtime

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This section outlines Service Level Agreements for the following NetFire Cloud services:

• Cloud Networking
• Virtual Machines
• Local Block Storage
• Network Block Storage
• Cloud Object Storage
• NetFire Cloud API

These services are billed monthly and governed by their respective Service Orders. SLA metrics are based on support ticket response times during Business Hours.

Services with Uptime-Based Credits

The following services share the same SLA structure based on uptime percentage:

• Next-Generation Firewall (NGFW)
• Web Application Firewall (WAF)

Definitions:

• Maximum Available Minutes: The total number of minutes the service was deployed in your NetFire Cloud subscription during the billing month.
• Downtime: The total number of those minutes when all connection attempts to the service fail.
• Monthly Uptime Percentage: (Maximum Available Minutes – Downtime) ÷ Maximum Available Minutes × 100

Service Credits:

Service Name	Less than 99.95%	Less than 99%
Next-Generation Firewall (NGFW)	5%	15%
Web Application Firewall (WAF)	5%	15%

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Downtime Definition:
Minutes during which the single-instance Virtual Machine has no connectivity over TCP/UDP to allowed IP addresses (internal or public), and is using Local Storage for both OS and data disks.

Monthly Uptime Percentage Formula:
(Total Minutes in Month – Downtime) ÷ Total Minutes in Month × 100

Service Credits:
Follow the same table as Block Storage, based on the lowest-tier disk attached.

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This section covers storage availability only.

Local Block Storage

Disk Types Covered:

• Standard SSD
• NVMe SSD

Downtime Definition:
Minutes when the Local Data Disk is inaccessible to its attached Virtual Machine, excluding:

• Data corruption or loss
• Disk overutilization
• Misconfiguration
• OS or application issues

Note: If the disk is used as the OS Disk, refer to the Cloud Virtual Machines section.

Monthly Uptime Percentage Formula:
(Maximum Available Minutes – Downtime) ÷ Maximum Available Minutes × 100

Monthly Uptime %	Standard SSD	NVMe SSD	Service Credit
< 99.95%	✔	✔	5%
< 99.5%	✔	✔	15%
< 95%	✔	✔	25%

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Network Block Storage

Disk Types Covered:

• NVMe SSD
• Standard HDD
• Cold HDD

Downtime Definition:
Minutes when the Network Block Storage Disk is inaccessible to the connected Virtual Machine, excluding:

• Data corruption or loss
• Disk overutilization
• Misconfiguration
• OS or application issues

Monthly Uptime Percentage Formula:
(Maximum Available Minutes – Downtime) ÷ Maximum Available Minutes × 100

Monthly Uptime %	NVMe SSD	Standard HDD	Cold HDD	Service Credit
< 99.95%	✔	✔	✔	5%
< 99.5%	✔	✔	✔	15%
< 95%	✔	✔	✔	25%

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This section covers Cloud Object Storage availability only. For API availability, see the NetFire Cloud API SLA terms.

Downtime Definition:
Minutes when storage operations are unavailable due to failed storage transactions, excluding:

• Data corruption
• Overutilization
• Misconfigurations

Key Terms:

• Total Storage Transactions: All valid, authenticated storage operations.
• Failed Storage Transactions: Requests that return an error or don’t succeed within 60 seconds.
• Excluded Transactions: Pre-auth/auth failures, quota-limit attempts, or container creation/deletion.

Monthly Uptime Percentage Formula:
(Maximum Available Minutes – Downtime) ÷ Maximum Available Minutes × 100

Service Name	Less than 99.95%	Less than 99%
Cloud Object Storage	5%	15%

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This section covers API availability only. For service availability, see the NetFire Cloud service SLA terms.

Applies to:

• Cloud Object Storage API
  
• Link Redirector API
• Web Application Firewall (WAF) API
  

Key Terms:

• Total Transaction Attempts: Number of valid API requests (excluding repeated failures within 5 minutes)
• Failed Transactions: Requests that return an error or no success within 60 seconds

Monthly Uptime Percentage Formula:
(Total Transaction Attempts – Failed Transactions) ÷ Total Transaction Attempts × 100

Service Name	Less than 99.95%	Less than 99%
Cloud Object Storage API	5%	15%
Link Redirector API	N/A	N/A
Web Application Firewall (WAF) API	N/A	N/A

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This section outlines Service Level Agreements for the following NetFire Tech Market services:

• Backup & Recovery Management
  
• Business Network Management
• Cybersecurity Incident Response
• Helpdesk Service
  

These services are billed monthly and governed by their respective Service Orders. SLA metrics are based on support ticket response times during Business Hours.

Definitions

• Support Request: Any issue, inquiry, or task submitted to NetFire through approved support channels (e.g., helpdesk email, support portal, or incident hotline).
• Business Hours: Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding U.S. federal holidays.
• Initial Response Time: The elapsed time between when a ticket is submitted and when NetFire provides its first meaningful response.
• Priority Level: Assigned based on impact and urgency, and determines the target response timeframe.

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Tickets submitted outside Business Hours will be treated as received at the start of the next business day unless explicitly covered by the Service Order.

Priority	Description	Initial Response Time
P1 - Critical	Complete outage, major security incident, or urgent issue affecting core business operations.	Within 1 business hour
P2 - High	Service degradation or issues impacting multiple users, but not a total outage.	Within 4 business hours
P3 - Medium	Routine support or configuration tasks affecting a single user or non-critical system.	Within 1 business day
P4 - Low	General questions, informational requests, or non-urgent tasks.	Within 2 business days

In addition to ticket-based support requests submitted by the Customer, NetFire may initiate support actions based on automated monitoring, alerts, or detected incidents as part of the following services:

• Internet Monitoring Service
• Backup Failure Monitoring Service
• Cybersecurity Incident Monitoring Service

When NetFire identifies an issue through its own systems, it will act or notify the Customer based on the severity and type of issue detected.

Type of Issue	Description	NetFire Response Time
Critical Alert	Immediate threat to data integrity, system availability, or security (e.g., ransomware activity, backup failure, firewall outage).	Initial action or customer notification within 1 business hour
High Priority Alert	Degraded performance, failed backup job, or non-critical but urgent security event.	Initial action or notification within 4 business hours
Medium Alert	Minor warning, performance dip, or advisory issue detected via monitoring.	Notification or action within 1 business day
Informational Alert	Status updates, scheduled job completions, or low-risk events.	Logged or included in scheduled reporting cycle

Customer response or approval may be required to proceed with remediation depending on the service scope and authorization model.

• Time Usage: Work is billed in 30-minute increments against the applicable monthly labor block.
• Additional Hours: If more time is needed, the Customer may approve additional hours under a separate Service Order or time-and-materials quote.
• On-Site Support: If on-premise work is required, it will be billed per the rates and travel terms defined in the relevant Service Order.
• Unused Hours: Prepaid hours expire at the end of the monthly billing cycle and do not carry over. No refunds are issued for unused hours.

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Legal Inquiries

For questions or comments concerning legal matters related to this Agreement, please direct your inquiries to legal@netfire.com.

Mailing Address

NetFire LLC
432 Sand Shore Road, Suite 8
Hackettstown, New Jersey, 07840
United States