1. Purpose of This SLA

This Service Level Agreement ("SLA") defines the service availability, performance standards, responsibilities, and service credit terms applicable to AI Hosting, Cloud Infrastructure, and Server Hosting services provided by Bobardt Enterprises Inc. ("Bobardt," "Company," "we," "us").

This SLA forms part of the Terms and Conditions and applies to all customers using eligible services.

2. Scope of Services Covered

This SLA applies to the following services:

• AI Hosting & GPU-based compute services
• Dedicated servers and virtual private servers (VPS)
• Cloud and hybrid infrastructure services
• Network connectivity and core platform availability

This SLA does not apply to:

• Customer-managed software or applications
• Third-party services outside Bobardt\'s reasonable control
• Customer misconfigurations or security incidents

3. Service Availability Commitment

Bobardt Enterprises Inc. targets the following availability level:

• Uptime Target: 99.9% Monthly Uptime

Uptime is measured on a monthly basis and refers to the availability of core infrastructure services.

Definition of Uptime

Uptime is defined as the percentage of time during a calendar month that the core infrastructure is operational and accessible, excluding Scheduled Maintenance and Excluded Events.

4. Scheduled Maintenance

Scheduled maintenance may occur to ensure security, stability, and performance.

• Customers will be notified in advance whenever reasonably possible.
• Scheduled maintenance windows are excluded from uptime calculations.

5. Excluded Events

The following events are excluded from uptime calculations and service credits:

• Scheduled maintenance
• Force majeure events (natural disasters, government actions, widespread internet outages)
• Third-party provider outages (e.g., upstream network providers, cloud platforms)
• Customer-caused incidents or misconfigurations
• Cyberattacks not reasonably preventable with industry-standard protections

6. Incident Response & Support

Bobardt provides 24/7 monitoring of core infrastructure.

Response Time Targets (Best Effort)

Response times represent acknowledgment, not guaranteed resolution times.

7. Service Credits

If the Monthly Uptime Target is not met, eligible customers may request service credits as outlined below.

Service Credit Schedule

Service credits:

• Apply to future invoices only
• Are not refundable or transferable
• Must be requested within 30 days of the affected month

8. Customer Responsibilities

Customers are responsible for:

• Maintaining secure access credentials
• Proper configuration of applications and workloads
• Implementing backups at the application level if required
• Compliance with applicable laws and regulations

Bobardt is not responsible for downtime caused by customer actions or third-party software.

9. Data Protection & Security Responsibilities

Bobardt provides infrastructure-level security measures including:

• Network firewalls
• Monitoring and access controls
• Infrastructure redundancy

Customers remain responsible for:

• Application-level security
• Data encryption within their environments
• Access management and user permissions

This shared responsibility model aligns with industry standards for cloud and AI hosting platforms.

10. SLA Exclusions

This SLA does not guarantee:

• Performance of customer-developed AI models
• Accuracy of AI outputs
• Specific latency or throughput unless contractually agreed
• Availability of customer-managed software

11. Termination & Modifications

• Bobardt reserves the right to modify this SLA with reasonable notice.
• Continued use of services after updates constitutes acceptance of revised terms.
• This SLA terminates upon termination of the underlying service agreement.

12. Governing Law

This SLA is governed by the laws of the State of Wisconsin, United States, without regard to conflict of law principles.

Mandatory consumer protections under EU law remain unaffected where applicable.

13. Contact Information

For SLA-related inquiries or service credit requests, contact:

Bobardt Enterprises Inc.
4321 W. College Avenue, Suite 200
Appleton, WI 54914, USA

Email: info@bobardt-enterprises.com
Phone: +1-920-806-0263