Service Level Agreement

Last Modified: 13 September 2026

1. Contract and coverage

This SLA concerns eligible Company-managed hosted Services within Hydite, Zorker, Zorker Openlink, and Cauiril, provided by Haokir Inc. The primary unified control plane is dashboard.hydite.com. It applies only where incorporated into an Enterprise Order or other signed agreement identifying covered Services and the applicable period.

A shared account, Enterprise-named local resource profile, source-code feature, roadmap or demonstration does not make every product SLA-covered. Existing Orders and accrued credit rights remain governed by their applicable terms; this revision does not retrospectively reduce them.

2. Service boundaries

Coverage must identify the hosted capability, such as Company-managed control-plane access, a managed API or an expressly contracted managed workspace. Coverage is not inferred solely from a product-series name.

Unless expressly agreed otherwise, exclusions include local desktop/command-line execution, local indexing, customer-operated or independent self-hosted systems, preview/alpha/beta/experimental features, third-party models/connectors and public marketing pages. A reachable VM does not guarantee agent task completion or correct output.

3. Availability commitment

Eligible hosted Services expressly covered by this SLA have a monthly availability commitment of 99.9%, unless the Order specifies otherwise.

Availability equals 100 multiplied by (eligible minutes minus qualifying unavailable minutes), divided by eligible minutes in the calendar month. Eligible minutes exclude permitted exclusions. No eligible minutes is not treated as a credit breach.

Qualifying unavailable minutes are periods when a permitted customer cannot perform the covered core operation because of failure within the covered Company-managed boundary. The Order specifies project or regional scope. Simultaneous symptoms are not counted repeatedly for the same Service.

We consider relevant service records and reasonably available customer evidence. A successful health check alone does not conclusively establish availability of the covered operation. Latency, output quality and task success are separate unless expressly included.

4. Exclusions

Exclusions include notified scheduled maintenance as agreed; force majeure or failures outside our reasonable control; customer equipment, networks, configuration or unauthorized modifications; insufficient customer resources; requested shutdowns; exhausted contractual quotas; and suspension permitted by the Terms.

Third-party outages are excluded only to the extent the dependency is outside the contracted boundary and the Order does not allocate that risk to us. This does not excuse a separately agreed redundancy or recovery obligation.

Coverage concerns eligible use. The Company service-area policy, including mainland China, and independent legal restrictions apply. Accrued credits, mandatory remedies and refunds required by the Terms are preserved.

5. Credits and claims

Unless the Order states otherwise, credits use monthly fees paid for the affected covered Service, excluding unrelated products, taxes and separately itemized third-party pass-through charges.

Submit claims to support@haokir.com within 30 days after the affected month, identifying Service, organization/project, applicable region, UTC timestamps and redacted evidence. We review the contractual scope and records and explain material rejections.

Verified credits are issued within 30 days after eligibility is confirmed. They apply to future charges, not cash refunds unless law or the Order requires otherwise. The aggregate cap remains 20% of fees paid for affected Services under the Order in the preceding 12 months, unless the Order states otherwise. Credits are not cumulative for the same downtime.

To the extent permitted by law and subject to the Order, credits are the contractual remedy for an availability shortfall, without eliminating remedies for separate breaches, non-excludable liability or mandatory rights.

6. Support and revisions

The Support Policy describes support coverage. Targets and escalation arrangements apply only where purchased or agreed; this uptime SLA does not promise universal resolution deadlines or 24/7 support.

Material changes follow the Terms' notice and applicability rules. A subsequent product matrix does not itself expand or remove an existing Order's coverage.