Service Level Agreement (SLA)

PastWipe LLC • Last updated: 05 Nov 2025 • Version: 1.1 • Jurisdiction: Delaware, USA

No Signature Required — Acceptance by Registration/Use: By creating an account or by registering or acting as a user, partner, reseller, or pilot user — or by accessing, installing, or using the Service (including SDKs/APIs/portal) — you acknowledge and agree to this SLA. If you do not agree, you must cease use, delete your account, and confirm by email to [email protected].

NDA Incorporation & Precedence: You also agree to PastWipe’s Non-Disclosure Agreement (“PastWipe NDA”), which is incorporated by reference and, to the extent permitted by law, prevails over and supersedes any other NDA or confidentiality terms in force between the parties in the event of conflict.

1) Scope & Parties

This Service Level Agreement (“SLA”) forms part of and is incorporated into the Master Subscription Agreement or applicable order documents between PastWipe LLC (“PastWipe”, “we”, “us”, “our”) and the customer entity or individual using or registering for the Service (“Customer”, “you”, “your”). The SLA applies to production PastWipe services, including the RepSec™ platform, APIs, SDKs, and the PastWipe portal (collectively, the “Service”).

Contact: [email protected] • Status: /status • Support portal: /support

2) Acceptance; No Signature

Acceptance by conduct: Account creation; registration or participation as a user, partner, reseller, or pilot user; installation or use of any portion of the Service; or continued access after notice of updates constitutes acceptance of this SLA and the PastWipe NDA.
Opt-out by deletion: If you do not agree, you must stop using the Service, delete your account, and confirm by email to [email protected]. Continued use indicates agreement.
Updates: This SLA may be updated on this site. Material changes will be announced with reasonable advance notice unless earlier implementation is required by security or law.

3) Key Definitions

Monthly Uptime Percentage (MUP) = (Total minutes in month − Excluded Downtime − Unavailability) ÷ (Total minutes in month − Excluded Downtime) × 100%.
Unavailability: PastWipe’s production entry points return 5xx or time out for valid requests from multiple geographic probes.
Excluded Downtime: Planned maintenance (Section 5), emergency maintenance, force majeure, Customer-caused issues, and outages of third-party services outside PastWipe’s reasonable control.
Business Hours: Monday–Friday, 09:00–18:00 Europe/Madrid (holidays excluded). P1 operates 24×7 (Section 6).
Severity Levels: P1 (Critical), P2 (High), P3 (Medium), P4 (Low), as defined in Appendix A.

4) Service Availability Commitment

PastWipe will use commercially reasonable efforts to achieve a 99.9% Monthly Uptime Percentage for the Service, excluding Excluded Downtime.

Measurement: Availability is measured via multi-region monitoring of public endpoints and core functions (see Section 13).

5) Maintenance & Changes

Planned: Saturdays 22:00–02:00 Europe/Madrid, announced ≥72 hours in advance on /status or by email.
Emergency: May occur anytime to address urgent risk; notice posted promptly.
Deprecations: Material API/product changes target ≥90 days’ notice unless security/legal risk requires faster action.

6) Incident Management & Support

Channels /support, [email protected], and /status.

Hours P1 Critical: 24×7. P2–P4 during Business Hours (enhanced plans may extend hours; see Appendix B).

Response & Communication Targets

Severity	Initial Response	Update Cadence	Target Workaround	Target Restoration
P1 Critical	≤ 30 minutes (24×7)	Every ≤ 60 minutes	≤ 4 hours	≤ 12 hours
P2 High	≤ 2 business hours	Every ≤ 4 business hours	≤ 1 business day	≤ 3 business days
P3 Medium	≤ 1 business day	Every 2 business days	As scheduled	As scheduled
P4 Low	≤ 3 business days	Weekly	N/A	As scheduled

Targets are goals; failure to meet them is not an SLA breach unless it impacts availability per Section 4.

7) Security, Privacy & Data Protection

Controls: TLS 1.2+, encryption at rest, least privilege, MFA for production access, change control, logging/alerting, vulnerability management, periodic reviews.
DPA: Personal data is processed under the Data Processing Addendum and regional terms (see /legal/dpa).
Security Incidents: Notice without undue delay and within legally required timeframes after confirmation of a personal-data breach impacting Customer Data.

8) Backups & Disaster Recovery

Backups: Daily snapshots of core stores; typical retention 30 days.
Targets: Platform RPO ≤ 24h; RTO ≤ 12h for P1 events (excluding third-party systems not operated by PastWipe).

9) Service Credits (Exclusive Remedy for Availability)

If Monthly Uptime Percentage falls below 99.9% (excluding Excluded Downtime), you may request a credit:

Monthly Uptime Percentage	Credit (% of monthly fee for affected Service)
≥ 99.9%	0%
< 99.9% and ≥ 99.0%	5%
< 99.0% and ≥ 98.0%	10%
< 98.0%	25%

Claim: Email a request to [email protected] within 30 days after month-end, with dates/times and supporting details. Credits apply to future invoices and are capped at 25% of that month’s fee. Credits aren’t available for free/trial/beta/non-paid Services.

Credits are your sole and exclusive remedy for availability issues under this SLA.

10) Exclusions

Customer equipment, networks, configurations, misuse, or unsupported changes.
Third-party internet/DNS/CDN/cloud/ISP issues outside PastWipe’s reasonable control.
Beta/preview features, free tiers, sandbox environments.
Force majeure (e.g., disasters, war, labor disputes, government action, widespread cloud outages).
Maintenance per Section 5.

11) Customer Obligations

Use supported browsers/SDK versions and maintain integrations.
Provide timely information and access for troubleshooting.
Follow security best practices, including API key and role management.
Use the Service lawfully and comply with the MSA and DPA.

12) Third-Party Services & Integrations

Where the Service relies on third-party providers or Customer-selected integrations, any downtime or degradation of those services is excluded from availability calculations. PastWipe will use commercially reasonable efforts to mitigate impacts where feasible.

13) Measurement & Reporting

Availability measured by automated multi-region monitors of production endpoints.
Incident history and notices appear at /status.
Upon request, PastWipe can provide a monthly uptime summary for the prior three months.

14) API, Rate Limits & Fair Use

Default API rate limits are documented in technical docs; excessive/abusive traffic may be throttled.
No bypassing of controls, large-scale scraping, or stress testing without written consent.

15) Beta & Preview Features

Beta/preview features are provided “as is” without SLA commitments and may be modified or withdrawn at any time.

16) Term, Suspension & Termination

This SLA is coterminous with the MSA/Order and applies during any paid or authorized pilot access period.
PastWipe may suspend the Service for non-payment, security threats, abuse, or legal compliance.
If you do not agree to this SLA or any update, you must stop using the Service, delete your account, and confirm by email to [email protected].

17) Order of Precedence

In case of conflict: Order → MSA → PastWipe NDA (prevails over any other NDA between the parties to the extent permitted by law) → this SLA → Documentation. The higher-ranked document controls.

18) Governing Law & Venue (Delaware)

This SLA is governed by the laws of the State of Delaware, USA, excluding its conflicts of law principles, with exclusive venue in the state or federal courts located in Delaware, USA. The U.N. Convention on Contracts for the International Sale of Goods does not apply.

19) Miscellaneous

Updates on this site: PastWipe may update this SLA here; material changes will be announced with reasonable notice unless earlier action is required by security or law.
No waiver; severability: Failure to enforce a provision is not a waiver. If any provision is unenforceable, it will be modified to the minimum extent necessary to be enforceable, and the remainder will remain in effect.
Entire agreement (SLA scope): This SLA, as incorporated into the MSA/Order, is the complete statement of service-level commitments.

Appendix A — Severity Levels

Severity	Description	Examples
P1 Critical	Total loss of service or critical functionality for multiple users/regions; severe security incident.	Global API outage; portal login failures for most users; confirmed breach impacting Customer Data.
P2 High	Major functionality impaired with significant user impact; viable workaround exists.	Regional degradation; delayed processing; intermittent key-workflow errors.
P3 Medium	Limited impact; non-critical features; workaround or scheduled fix acceptable.	UI defect; minor API inconsistency; documentation issue.
P4 Low	Cosmetic issues or general questions; no material impact.	Minor styling issue; feature request; informational inquiry.

Appendix B — Support Plans (Optional)

Plan	Hours	Channels	P1/P2 Targets	Named Contacts
Standard	Business Hours (EU/Madrid)	Portal, Email	P1 30m / P2 2h	—
Enhanced	Business Hours + On-Call for P1	Portal, Email	P1 30m / P2 2h	Up to 3
Premium	Extended 24×5 + 24×7 P1	Portal, Email	P1 20m / P2 1h	Up to 5 + TAM