Service Level Agreement

Effective date: 1 June 2026

This Service Level Agreement ("SLA") is part of the agreement between you ("Customer") and DigitalMonks Ltd ("we", "us", "our") for the ZenDRIVE S3 Access service ("Service"). It describes our availability commitment for your dedicated CDN node and the service credits available if we do not meet it. Capitalised terms not defined here have the meaning given in our Terms of Service.

1. Uptime Commitment

We commit to 99.5% Monthly Uptime for your dedicated CDN node and the private network link connecting it to our storage network (the "Covered Service"), measured per calendar month.

"Monthly Uptime" means the percentage of total minutes in the calendar month during which the Covered Service was available, excluding minutes attributable to any Exclusion listed in Section 5.

2. What Is Covered

This SLA applies only to the parts of the Service we directly operate:

• The availability of your dedicated CDN node; and
• The availability of the private network link between your CDN node and our storage network.

Upstream storage is not covered. The ZenDRIVE S3 storage backend is provided by an upstream third party. Outages, degradation, or unavailability originating from that upstream storage provider are not included in the Monthly Uptime calculation and do not qualify for service credits under this SLA.

3. Service Credits

If the Monthly Uptime for a given month falls below 99.5%, you may request a service credit calculated as a percentage of that month's fee for the affected Covered Service:

Service credit percentages by monthly uptime

Monthly Uptime	Service Credit
99.0% to < 99.5%	10%
95.0% to < 99.0%	25%
Below 95.0%	50%

Service credits are issued as a credit applied to a future invoice; they are not refunds or cash payments. The total credits for any single month will not exceed 100% of that month's fee for the affected Covered Service.

Service credits are your sole and exclusive remedy for any failure by us to meet the uptime commitment in this SLA.

4. Claiming a Credit

To claim a service credit, you must submit a request to support@clearstreamer.com within 30 days of the end of the month in which the downtime occurred. Your request must include the dates and times of the unavailability and any logs or evidence in your possession. We will validate the claim against our monitoring records.

Service credits will not be issued if, at the time of the claim, your account is past due or otherwise in breach of the Terms of Service.

5. Exclusions

The uptime commitment does not apply to, and no service credits are available for, unavailability caused by:

• Scheduled maintenance for which we provide advance notice;
• Emergency maintenance reasonably necessary to protect the Service or its users;
• Factors outside our reasonable control, including force majeure events and failures of the public internet beyond our network;
• The upstream ZenDRIVE S3 storage provider or any other third-party service;
• Your acts or omissions, your equipment, software, or network, or anyone using your credentials; and
• Suspension or termination of your Service in accordance with the Terms of Service, including for violations of the Acceptable Use Policy or non-payment.

6. Changes to This SLA

We may update this SLA from time to time. If we make a material change, we will provide reasonable notice. Your continued use of the Service after a change takes effect constitutes acceptance of the updated SLA.