1. Scope
This Service Level Agreement (SLA) forms part of the Arvica Cloud Terms of Service and applies to the Covered Services supplied by ARVICA AI HOLDINGS PTY LTD (ABN 30 702 257 761), trading as Arvica Cloud (Arvica). Where you have a signed Master Services Agreement or Service Order with its own service level schedule, that schedule applies to the services it covers instead of this SLA.
2. Covered Services and commitment
Covered Services are only those reserved or dedicated GPU instances and bare-metal GPU nodes that your accepted order or signed service level schedule expressly identifies as SLA-eligible and for which Arvica has confirmed SLA coverage in writing. No GPU instance is a Covered Service by default. On-demand, spot, preview, beta, trial and free services are never Covered Services unless your order expressly states otherwise.
For a Covered Service, Arvica will use commercially reasonable efforts to make it available at least 99.5% of the time in each calendar month (Monthly Availability), measured per affected instance or node. This commitment does not apply to any service that is not a Covered Service.
3. Measuring availability
Monthly Availability = (Eligible Minutes − Unavailable Minutes) ÷ Eligible Minutes × 100. A Covered Service is Unavailable when the contracted GPU compute cannot be accessed or used, for at least five (5) consecutive minutes, because of a fault within Arvica's service boundary. Each incident counts once for each affected component. Availability is measured in UTC using Arvica's monitoring data together with timestamped evidence you provide, reconciled in good faith.
4. Exclusions
The following are excluded from Unavailable Minutes: scheduled maintenance within the allowance in section 5; your software, images, drivers, configuration or credentials; actions by you or your users, including stopping, pausing or deleting resources; suspension in accordance with the Terms of Service or Acceptable Use Policy, including for an exhausted prepaid balance after notice; internet or network failures outside the network services Arvica provides; and force majeure events.
5. Support and maintenance
Support is provided through support@arvica.ai and the console ticketing system. Support hours, incident severity definitions, acknowledgement targets and update frequency for a Covered Service are those stated in your accepted order or signed service level schedule; no response-time commitment applies unless it is stated there and Arvica has confirmed in writing that the corresponding support coverage is in place for that service.
We give reasonable advance notice of scheduled maintenance, with the notice period and the monthly maintenance allowance stated in your accepted order or signed service level schedule. Scheduled maintenance within that allowance is excluded from Unavailable Minutes; maintenance beyond it counts as downtime. Emergency security maintenance is notified as soon as reasonably practicable.
6. Service credits
If Monthly Availability for a Covered Service falls below the commitment, you are entitled to a service credit calculated on the fees for the affected instance or node for that month:
Below 99.5% but at least 99.0%: 10%. Below 99.0% but at least 95.0%: 20%. Below 95.0%: 30%.
Credits for any month are capped at 30% of the monthly fees for the affected Covered Service. To claim a credit, contact support@arvica.ai within thirty (30) days after the end of the affected month with the affected resource IDs and the times of the incident. Approved credits are applied to your next invoice or prepaid balance and have no cash value, except that unused credits are refunded on account closure if no further invoice is expected.
7. Chronic failure
If a Covered Service has Monthly Availability below 99.0% in three (3) consecutive months, or below 95.0% in two (2) months within any rolling three-month period, you may terminate the affected Covered Service by written notice without early termination charges, and we will refund prepaid fees for the unused period.
8. Sole remedy
Service credits and the termination right in section 7 are your sole and exclusive remedies for any failure to meet this SLA, except for rights that cannot lawfully be excluded. This SLA does not guarantee model throughput, training time or distributed fabric performance unless separately agreed in writing.