Helium Service Levels.

1. Introduction

Effective Date: 12-16-2024

This Service Level Agreement (“SLA”) describes the performance standards, uptime commitments, and responsibilities of Helium] (“Company,” “we,” “us,” or “our”) in delivering services to our clients and users (“you” or “your”). By using our services, you agree to this SLA as part of our Terms of Use.

1. Scope of Services

This SLA applies to the services provided by the Company, including but not limited to:

• Access to the Website (https://www.helium.com.co)
• Coaching programs, consultations, or other service offerings
• Customer support and issue resolution

2. Service Availability

We strive to ensure high availability of our services.

2.1 Uptime Commitment:

We commit to maintaining a minimum uptime of 99.5% during each calendar month, excluding scheduled maintenance and excusable downtime as defined in Section 2.2.

2.2 Exclusions to Uptime Commitment:

The uptime commitment does not include:

• Scheduled maintenance (with prior notice)
• Events beyond our reasonable control, including natural disasters, internet
outages, or cyberattacks
• Issues caused by third-party services or software used by the client
3. Support Response Times
We offer customer support during our business hours (Monday through Friday from 8:00am to 5:00pm EST).

3.1 Priority Levels:

We categorize support requests based on urgency:

• Critical Issues: Services are completely unavailable or severely impacted.
• Initial Response Time: 1 hour
• Resolution Time: Within 4 business hours, where feasible
• High Priority Issues: Services are partially degraded, impacting user experience.
• Initial Response Time: 4 business hours
• Resolution Time: Within 1 business day, where feasible
• General Issues or Inquiries: Routine questions or requests.
• Initial Response Time: 1 business day
• Resolution Time: 3 business days, where feasible

3.2 Contact Information:

For support, please contact us via:

• Email: info@helium.com.co
• Phone: 1+829-924-9976
• Support Portal: N/A

4. Maintenance and Updates

4.1 Scheduled Maintenance:

We perform regular maintenance to ensure the reliability and security of our services. Whenever possible, maintenance is scheduled outside of peak hours, and we provide advance notice.

4.2 Emergency Maintenance:

In cases of urgent security updates or critical repairs, emergency maintenance may be performed without prior notice.

5. Remedies for Downtime

If we fail to meet our uptime commitment, you may be eligible for service credits as compensation.

5.1 Service Credit Calculation:

• For each full percentage below the 99.5% uptime threshold, you may request
a credit of 1.5% of your monthly fee for the affected service.
• Maximum credit cannot exceed 25% of your monthly fee in a given billing cycle.

5.2 Process to Request Credits:

• Submit a written request to info@helium.com.co within 30 days of the
downtime incident.
• Include details of the issue, dates, and times of service unavailability.

6. Client Responsibilities

To ensure service reliability, you agree to:

• Maintain accurate and up-to-date contact and account information.
• Use the services in compliance with our Terms of Use and applicable laws.
• Notify us promptly of any issues or unauthorized access.

7. Limitations of Liability

The remedies described in this SLA are your sole and exclusive recourse for any service disruptions or downtime. We are not liable for:

• Loss of revenue, business, or data due to service unavailability.
• Delays caused by third-party providers or your failure to comply with your responsibilities.

8. Modifications to SLA

We reserve the right to modify this SLA at any time. Changes will be posted on our Website and will apply to services rendered after the effective date of the update.

9. Governing Law

This SLA is governed by the laws of the Dominican Republic, and disputes arising from this SLA will be resolved exclusively in the courts of the Dominican Republic.

10. Contact Us

For questions or concerns regarding this SLA, please contact us at: Email: info@helium.com.co

Address: Unicentro Plaza, local 9-30. Av. 27 de Febrero esq. Abraham Lincoln, Santo Domingo, Dominican Republic.