Service Level Agreement

1. Definitions

• "Monthly Uptime Percentage" — total minutes in a calendar month minus Downtime minutes, divided by total minutes in the month.
• "Downtime" — a period during which the core API is unavailable to process requests, excluding the Exclusions below.
• "Scheduled Maintenance" — maintenance for which we provide advance notice.
• "Service Credit" — a credit applied to your internal balance or future invoices as the sole remedy for a missed commitment.

2. Availability Commitment

We target a Monthly Uptime Percentage of 99.9% for the core API. Enterprise plans may include a higher target (for example, 99.99%) as set out in the applicable order. We also aim to keep resource delegation (fill) times low, but delegation ultimately depends on the TRON network and our resource suppliers.

3. Exclusions

Downtime does not include unavailability caused by:

• Scheduled Maintenance or emergency maintenance;
• factors outside our reasonable control, including force majeure and failures of the TRON network, blockchain node operators, resource suppliers, or internet service providers;
• your acts or omissions, including misuse of the Service, exceeding rate limits, or providing incorrect data;
• beta, preview, or free features not designated as generally available.

4. Support

Support is available via Telegram (https://t.me/trongasai_bot) and email (info@trongas.ai). We aim to acknowledge critical issues that materially affect service availability as a priority; specific response targets for higher tiers may be defined in the applicable order.

5. Service Credits

If the Monthly Uptime Percentage falls below the applicable target in a given calendar month, you may request a Service Credit. Credits are calculated as a percentage of the fees paid for the affected service in that month, according to the tiers set out in your plan or order.

To claim a credit, contact info@trongas.ai within thirty (30) days of the end of the affected month, with the dates, times, and a description of the impact. Service Credits are your sole and exclusive remedy for any failure to meet the availability commitment, and in aggregate will not exceed the fees paid for the affected service in the relevant month.

6. Scheduled Maintenance

We will make reasonable efforts to provide advance notice of Scheduled Maintenance and to perform it during low-traffic periods. Emergency maintenance may be performed without prior notice where necessary to protect the Service.

7. Changes to This SLA

We may update this SLA from time to time. Updated versions are posted on the Service and take effect upon publication.

8. Contact

Questions about this SLA can be sent to info@trongas.ai or via Telegram at https://t.me/trongasai_bot.