Service Level Agreement

1. Uptime Definition & Measurement

"Uptime" means the percentage of time during each calendar month that the Platform is accessible and functional for authenticated users, measured on a rolling 30-day basis. Uptime is calculated as:

Monitoring is performed by automated synthetic checks from multiple geographic endpoints at 1-minute intervals.

2. Exclusions from Downtime Calculation

The following are excluded from the downtime calculation and do not count against the uptime SLA:

• —Scheduled maintenance communicated at least 24 hours in advance
• —Downtime caused by subscriber actions, configurations, or code
• —Force majeure events (natural disasters, acts of war, government actions)
• —Disruptions caused by third-party services outside Huit.AI's control (e.g., Stripe, Supabase infrastructure failures at their infrastructure level)
• —DNS propagation or network issues external to Huit.AI's infrastructure
• —Periods when the Platform is under active DDoS attack

3. Service Credits

If Huit.AI fails to meet the uptime SLA for a given calendar month, subscribers are eligible for service credits applied to their next billing cycle:

Service credits are the subscriber's sole and exclusive remedy for downtime. Credits do not accumulate across billing periods and have no cash value. Maximum credit in any month is 50% of that month's subscription fee.

To request a credit, contact support@huit.ai within 30 days of the incident with the subject line "SLA Credit Request."

4. Support Response Times

Support response time SLAs are measured from the time a ticket is received during business hours (Monday–Friday, 9 AM–6 PM Alaska Standard Time, excluding federal holidays).

5. Data Availability & HMDA Data Freshness

Huit.AI maintains 7 years of HMDA data (2017–2024) sourced from the CFPB. HMDA data is updated annually following CFPB public release. Current-year HMDA data (2025) will be incorporated within 60 days of CFPB release. Property and market data refresh rates are governed by the tier commitments in Section 1.

6. Planned Maintenance

Scheduled maintenance is performed between 2:00 AM and 5:00 AM Alaska Standard Time on Sundays. Subscribers will receive email notification at least 24 hours in advance. Emergency maintenance may be performed without advance notice when required to address critical security vulnerabilities or data integrity issues; Huit.AI will notify subscribers as soon as practicable.

7. API Rate Limits & Overage

API query allotments are enforced on a rolling monthly basis. When allotment is exceeded:

• →Overage queries are automatically tracked and billed per the tier overage rate
• →There is no hard cutoff — the Platform continues to serve queries above the allotment
• →Overage charges are invoiced at the end of each billing month via Stripe
• →Overage rates: Starter $9.99/1,000 · Scout $7.99/1,000 · Command $4.99/1,000 · Dominate: unlimited, no overage

8. SLA Modifications

Huit.AI may update this SLA to reflect infrastructure improvements or operational changes. Downward changes to uptime commitments require 60 days advance notice to existing subscribers. Upward improvements take effect immediately. Continued subscription after the effective date constitutes acceptance.

9. Contact for SLA Issues