SERVICE LEVEL AGREEMENT (SLA)

LeavePulse Monitoring Service

Version: 1.0
Effective Date: February 1, 2026
Last Updated: January 22, 2026

1. General Provisions

This Service Level Agreement (hereinafter referred to as the SLA) defines the terms and conditions for providing the LeavePulse service (hereinafter referred to as the Service).

The Service is provided on an "AS IS" and "AS AVAILABLE" basis.

LeavePulse does not guarantee continuous, error-free, or 24/7 operation of the Service. However, it makes all reasonably possible, technically, and commercially justifiable efforts to maintain the platform's stable operation.

2. Service Operator and Technical Support

The operator responsible for the operation and technical support of the Service is:

Email: [email protected]

The Operator performs:

• Administration of the LeavePulse software;
• Support, updates, and development of the Service;
• Processing of user requests on a best-effort basis.

3. Nature of the Service and Data Sources

LeavePulse is a Software as a Service (SaaS) of an informational and analytical nature that automatically collects, aggregates, processes, and displays information obtained exclusively from open and publicly available sources and/or from responses of third-party servers and services.

The Service:

• Does not interfere with the operation of users' servers;
• Does not change their configuration;
• Does not affect the actual availability of such servers;
• Is not a source of primary data.

LeavePulse is not a critical infrastructure and is not intended for use in scenarios where failures or inaccuracies could lead to significant material or non-material losses.

4. Infrastructure and Third-Party Providers

Technical resources necessary for the operation of LeavePulse, including servers, network infrastructure, and data storage systems, are hosted on the equipment and in the data centers of third-party infrastructure providers.

LeavePulse:

• Is not the owner of the physical infrastructure;
• Does not exercise full control over the data centers;
• Depends on the power supply, network connectivity, and equipment of third parties.

Failures or limitations on the part of such providers are not considered a violation of this SLA.

5. Availability Model (Best-Effort)

The Service operates under a best-effort availability model.

Any indicators of uptime, availability, or performance:

• Are for informational purposes only;
• Are not a guarantee;
• Do not create contractual obligations without a separate written B2B contract.

6. Technical Work and Maintenance

LeavePulse has the right to carry out planned, unplanned, and emergency technical work.

Such work may be performed without prior notice if required by the security or stability of the Service.

During technical work, the Service may be partially or completely unavailable.
Such downtime is not considered a violation of the SLA.

7. Force Majeure

LeavePulse is not responsible for failures or unavailability of the Service caused by force majeure circumstances, including but not limited to:

• Military actions and their consequences;
• Emergencies;
• Natural disasters;
• Power supply interruptions;
• Internet connection failures;
• Acts or omissions of third-party providers;
• DDoS attacks and other cyber incidents;
• Decisions of government authorities.

8. Disclaimer of Data Accuracy

LeavePulse does not guarantee the accuracy, completeness, or relevance of any data, including but not limited to:

• Server status;
• Player count;
• MOTD;
• Server versions;
• Information about plugins or modifications.

All information is provided exclusively for informational purposes.

9. Limitation of Liability

To the extent permitted by law, LeavePulse shall not be liable for any direct or indirect damages, including loss of income, profit, data, reputation, or business interruption.

The maximum liability of LeavePulse, if applicable, is limited to the amount actually paid by the user for the Service during the last billing period, unless otherwise provided by the contract.

10. Downtime and Compensation

Compensation, service credits, or financial reimbursement for downtime are not provided for free or public plans.

Exception (B2B)

Compensation is possible exclusively in the presence of a valid written B2B contract with a separately defined SLA, metrics, and compensation formula.

11. Technical Support

Technical support is provided on a best-effort basis, without guaranteed response or troubleshooting times, unless otherwise expressly stated in a B2B contract.

12. Amendments to the SLA

LeavePulse reserves the right to change this SLA at any time without prior notice.
Continued use of the Service constitutes acceptance of the changes.

13. Governing Law

This SLA is governed by and construed in accordance with the laws of Ukraine.

14. Contact Information

LeavePulse
Email: [email protected]
Website: https://leavepulse.com