Service Level Agreement

Enterprise and partner plans can include the availability terms in this Service Level Agreement ("SLA"). To discuss a covered service, contact admin@paretoinference.com.

Spice Finance Inc, doing business as Pareto Inference ("we," "us," or "our"), provides this SLA only for a service named in a written agreement that incorporates it (a "covered service"). Standard retail API use and Pareto Pass are not automatically covered.

This SLA supplements our Terms of Service. If your written agreement conflicts with this SLA, your written agreement controls.

We use commercially reasonable measures to achieve 99.9% availability for each covered service in each calendar month. The calculation uses the full calendar month, even if your subscription covers only part of that month.

Eligible minutes are all minutes in the calendar month, except scheduled maintenance for which we give reasonable advance notice. Downtime means eligible minutes when you cannot use covered features because of a cause within our control, subject to the exclusions below.

To calculate monthly availability, subtract downtime minutes from eligible minutes, divide the result by eligible minutes, and multiply by 100. Your written agreement identifies the records used to measure availability.

Downtime does not include interruptions caused by:

• Your actions, omissions, or systems, including incompatible software or configurations.
• External networks or internet connections.
• Third-party hosting services or other third-party providers.
• Events beyond our control.

If monthly availability is below 99.9% and you meet the claim requirements below, you are entitled to a service credit. The credit is a percentage of the monthly fees for the affected covered service, excluding taxes and fees for unrelated services:

Only the highest applicable credit tier applies, once per covered service per calendar month. Total service credits cannot exceed 40% of the amount due for that covered service for that month.

We verify claims and apply eligible credits manually to future invoices for the covered service. Credits are not cash refunds.

Send a claim to admin@paretoinference.com within 24 hours after an outage ends. Identify the covered service and include the outage time, duration, and evidence that supports the claim.

We are not required to issue credits for claims submitted after this deadline.

For questions about this SLA, enterprise and partner plans, or service credit claims, contact admin@paretoinference.com.

Spice Finance Inc, doing business as Pareto Inference
4 Sycamore Ave
Berkeley Heights, New Jersey 07922
United States