Service Level Agreement

1 Introduction

This Service Level Agreement ("SLA") is incorporated into and forms part of the Terms of Service between PeaceWeb B.V., operating as IP Market ("IP Market", "we", "us") and the Customer ("you", "Customer"). This SLA defines the service levels, uptime commitments, support response times, and remedies applicable to IP Market platform services.

This SLA applies to all customers with active paid subscriptions. Free trial accounts and promotional services are excluded from SLA coverage.

2 Platform Availability

2.1 Uptime Commitment

IP Market commits to maintaining 99.9% monthly uptime for the core platform services, including:

• •Customer portal and dashboard access
• •IP resource management interface
• •Billing and payment systems
• •API endpoints
• •LOA generation and documentation systems

2.2 Uptime Calculation

Monthly uptime percentage is calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

"Downtime" is defined as the period during which the platform is completely unavailable to customers, as measured by our monitoring systems. Partial degradation of non-critical features does not constitute downtime.

2.3 Exclusions

The following are excluded from uptime calculations:

• •Scheduled maintenance (with 48+ hours advance notice)
• •Emergency security patches (with reasonable effort for advance notice)
• •Force majeure events
• •Third-party service provider outages beyond our control
• •Customer-caused issues or misconfigurations
• •Network issues outside our infrastructure
• •DDoS attacks or malicious activity

3 IP Resource Availability

IP Market does not guarantee the availability, routability, or reputation of individual IP resources, as these are provided by third-party IP holders. However, we commit to:

• •Providing accurate and timely LOA documentation
• •Maintaining accurate IRR records for listed resources
• •Promptly addressing reports of resource issues
• •Facilitating communication between lessees and IP holders

If leased IP resources experience significant issues (blacklisting, routing problems, RIR disputes), IP Market will work to resolve the issue or provide alternative resources when available, subject to IP holder cooperation.

4 Support Services

4.1 Support Channels

Support is available via email (support@ipmarket.io), in-platform ticket system, and live chat during business hours.

4.2 Support Hours

• •Standard Support: Monday-Friday, 09:00-18:00 CET
• •Emergency Support: 24/7 for Critical issues only

4.3 Response Time Targets

Response times are measured during support hours for non-critical issues. Critical issues are monitored 24/7.

5 Service Credits

5.1 Credit Eligibility

If IP Market fails to meet the 99.9% monthly uptime commitment, eligible customers may request service credits according to the following schedule:

5.2 Credit Request Process

To request a service credit, you must submit a credit request via email to support@ipmarket.io within 30 days of the incident. The request must include the date and time of the outage, the duration of impact, and a description of the issue.

IP Market will review the request and respond within 14 business days. Approved credits will be applied to future invoices and are not redeemable for cash.

5.3 Credit Limitations

• •Maximum credit per month: 50% of monthly fees
• •Credits are the sole remedy for uptime failures
• •Credits cannot be combined with other discounts or promotions
• •Credits are forfeited upon account termination

6 Scheduled Maintenance

IP Market performs scheduled maintenance to ensure optimal platform performance and security. We commit to providing at least 48 hours advance notice for planned maintenance, scheduling routine maintenance during low-usage periods (typically weekends, 02:00-06:00 CET), minimizing maintenance duration, and providing status updates during extended maintenance windows.

Emergency maintenance may be performed with shorter notice when necessary to address critical security vulnerabilities or system failures.

7 Incident Communication

During service incidents, IP Market will provide initial acknowledgment within 30 minutes, regular status updates (at least every 2 hours during ongoing incidents), resolution notification, and post-incident report for major incidents (within 5 business days).

Status updates are available at our status page and via email notifications for registered users.

8 SLA Modifications

IP Market reserves the right to modify this SLA with 30 days advance notice. Material changes that reduce service levels will allow customers to terminate without penalty within 30 days of notification. Continued use of services after changes take effect constitutes acceptance of the modified SLA.

9 Contact