This SLA outlines the standards and commitments for service availability, support response, and performance metrics for the Services.

1. Service Levels

• Uptime Commitment: We will use all commercially reasonable efforts to maintain an uptime of 99% on the API Platform, ensuring minimal delays or outages in the provision of the Services.
• Downtime Notification: In the event of downtime, we will notify you as soon as possible and, in any case, within twenty-four (24) hours of the occurrence.
• Service Credits: AT will issue a credit to the User Account equivalent to the cost of any Service that was not successfully delivered to the Network Provider’s system due to downtime on AT’s API Platform. However, AT will not provide credits for delays or failures in the Service that are attributable to factors beyond AT’s control, including, but not limited to, Force Majeure events or issues arising from Network Providers.

2. Scheduled and Emergency Maintenance.

We are committed to minimising the impact of our maintenance activities on your operations.

• Scheduled Maintenance: AT will inform you of all scheduled maintenance activities with at least five (5) days' advance notice. We will endeavour to perform scheduled maintenance at times that minimise impact on your operations.
• Emergency Maintenance: In the event of emergency maintenance, AT will notify you promptly with an explanation and will make all reasonable efforts to restore full service as quickly as possible.

3. Incident Resolution Framework.

The following priority levels for service incidents and the corresponding response and resolution times shall apply to ensure timely support and issue management for AT’s Services: