Service Level Agreement

1. Uptime commitment

Western Star Group LLC (the "Company") endeavors to maintain a 99.9% Monthly Uptime Percentage for the website, web app and API. Monthly Uptime Percentage is the total minutes in the calendar month minus minutes of unavailability, divided by total minutes, as measured by the Company's monitoring.

2. Exclusions

Downtime does not include unavailability resulting from:

• Scheduled maintenance (notified at least 48 hours in advance).
• Force majeure events (natural disasters, acts of war, widespread internet outages).
• Third-party API, AI provider or underlying infrastructure outages beyond the Company's direct control (for example payment or text-message providers).
• Problems caused by the Customer's equipment, network or misuse of the Service.

Live chat is best effort: if the realtime connection is down, messages are still saved and the app falls back to refreshing the history.

3. Service credits

If uptime falls below 99.9% in a billing month, eligible enterprise Customers may request a service credit equal to 10% of the monthly fee, capped at 30% for severe outages. Requests must be sent to support@westernstargroup.com within 30 days after the end of the affected month and include the dates and times of the outage. Credits are applied to future invoices, have no cash value, and are the sole remedy for downtime.