Service Level Agreement (SLA)
Last modified: November 16, 2025
This Service Level Agreement (“SLA”) is a part of the agreement between Pollux Tech, Inc. (“Pollux,” “we,” or “our”) and the customer (“you” or “Customer”) for the use of the Pollux platform (“Service”). This SLA defines the service levels Pollux commits to and the terms governing service availability and support.
1. Scope of the SLA
- This SLA applies to the availability and performance of the Pollux platform.
- It does not cover third-party applications, services, or systems integrated with Pollux unless explicitly stated.
2. Service Availability
Pollux strives to provide a monthly uptime of 99.9% for the Service, excluding scheduled maintenance, emergency maintenance, or events beyond Pollux’s reasonable control (see Section 5).
a. Definition of Downtime:
Downtime is defined as periods when the Service is unavailable due to issues within Pollux’s control.
b. Exclusions from Downtime:
Downtime does not include:
- Scheduled maintenance.
- Emergency maintenance.
- Outages caused by factors beyond Pollux’s control (e.g., force majeure, third-party services).
3. Scheduled Maintenance
Pollux will provide at least 48 hours notice for scheduled maintenance expected to result in downtime. Maintenance will typically be performed during off-peak hours to minimize disruption.
4. Emergency Maintenance
Pollux may perform emergency maintenance without prior notice if necessary to address security vulnerabilities, prevent data loss, or resolve critical system issues.
5. Limitations
Pollux is not responsible for service disruptions or downtime caused by:
- Third-party services (e.g., AWS, Stripe) or integrations.
- Customer-side issues, including connectivity problems, misconfigurations, or unauthorized modifications.
- Force majeure events, including natural disasters, war, terrorism, strikes, or government actions.
- Beta features, which are provided “as is” without service level guarantees.
6. Support and Response Times
Pollux offers technical support via email at support@polluxplatform.com during business hours (9:00 AM to 5:00 PM EST).
a. Support Response Times:
Pollux will make every effort to respond to support inquiries within the following timeframes:
| Priority Level | Description | Response Time |
|---|---|---|
| Critical | Service outage or severe degradation | 4 hours |
| High | Major functionality impaired | 1 business day |
| Medium | Minor functionality issues or questions | 30 business days |
| Low | General inquiries or feature requests | 60 business days |
7. Disclaimer of Warranties
The Pollux platform is provided on an “as is” and “as available” basis. Pollux does not guarantee uninterrupted service or error-free performance.
8. Limitation of Liability
To the fullest extent permitted by law:
- Pollux is not liable for any damages, including direct, indirect, incidental, or consequential damages, arising from service interruptions or downtime.
- Pollux’s total liability under this SLA is limited to the fees paid by the Customer for the subscription during the month in which the issue occurred.
9. Modifications to the SLA
Pollux reserves the right to update or modify this SLA at any time. Changes will be effective upon posting to the Pollux website. Continued use of the Service after changes are posted constitutes acceptance of the updated SLA.
Contact Information
For SLA-related inquiries, please contact us at:
Pollux Tech, Inc.
8 The Green, Suite B
Dover, DE 19901
United States
Email: support@polluxplatform.com