Infrastructure & Ecosystem Availability Framework

1. Infrastructure Availability Commitments

EclipsiumX SRL guarantees monthly availability targets structured across core ecosystem layers:

• InfrastructureVerse Availability: 99.9% monthly availability for compute, storage, and network resource nodes
• Identity Layer Availability: 99.95% monthly availability for SSO authentication and UniversePass token verification
• TransmissionVerse Availability: 99.9% monthly availability for messaging routing and communication dispatch nodes
• AurionX Intelligence Availability: 99.5% monthly session availability for native intelligence processing
• Operational World Environments: 99.9% monthly availability across active Verse operational instances

Availability is calculated monthly per Access Key activation cycle and excludes planned maintenance, force majeure, upstream provider outages, and Participant configuration issues.

2. Planned Maintenance & Continuity Operations

Planned maintenance for InfrastructureVerse nodes, Identity Layer enhancements, or AurionX model updates is announced at least 24 hours in advance via the Transmissions layer and does not count toward availability calculations. Emergency maintenance required to isolate critical security threats across the Security Shield may occur with immediate Transmissions notification.

3. Incident Response & Escalation Targets

All technical incidents and availability claims are transmitted directly through the Transmissions Portal at eclipsiumx.com/transmissions or via email to [email protected].

Severity Levels & Response Commitments

• Critical (Severity 1): Complete loss of InfrastructureVerse or Identity Layer availability. Response target: Under 30 mins (Infinity Key), 1 hour (Pro Key), 4 hours (Essentials Key).
• High (Severity 2): Degradation of AurionX intelligence or TransmissionVerse routing. Response target: 1 hour (Infinity Key), 3 hours (Pro Key), 8 hours (Essentials Key).
• Medium (Severity 3): Non-critical Operational World configuration or workflow issues. Response target: 4 hours (Infinity Key), 12 hours (Pro Key), 24 hours (Essentials Key).
• Low (Severity 4): General inquiries or ecosystem guidance. Response target: 12 hours (Infinity Key), 24 hours (Pro Key), 48 hours (Essentials Key).

4. Availability Credits & Continuity Claims

If monthly availability falls below guaranteed thresholds, Participants operating under an active UniversePass Access Key may request pro-rated credit adjustments applied to their next resource allocation cycle:

• 99.0% – 99.89% Availability: 10% credit adjustment
• 95.0% – 98.99% Availability: 25% credit adjustment
• Below 95.0% Availability: 50% credit adjustment

Credits apply exclusively to the affected Access Key tier allocation cycle and cannot be transferred or exchanged for monetary refunds.

5. Exclusions

Availability commitments do not apply to downtime or performance degradation caused by:

• Upstream tier-1 network provider or cloud infrastructure outages beyond EclipsiumX control
• External third-party API or service integration failures
• Participant-side misconfiguration, invalid Access Key usage, or application code errors
• AurionX upstream foundation model provider maintenance or dependency disruptions
• Enforcement actions taken under Level 2–5 of the Ecosystem Participation & Resource Usage Policy
• Force majeure events, natural disasters, or major internet backbone disruptions

6. Participant Obligations

To maintain SLA eligibility, Participants must:

• Maintain Identity Layer credential security and protect UniversePass tokens
• Ensure custom ITVerse automation workflows do not overload infrastructure capacity
• Maintain compliance with the AurionX Intelligence Usage Protocol
• Comply with all provisions of the Ecosystem Participation & Resource Usage Policy

7. Availability Claim Process

Availability credit claims must be submitted within 14 calendar days of the incident to:
[email protected]

Claims are acknowledged within 24 hours, reviewed by our infrastructure operations team within 5 business days, and applied to the next Access Key billing cycle upon confirmation.

8. Framework Updates

EclipsiumX SRL may update this Infrastructure & Ecosystem Availability Framework periodically. Notice of material changes will be published at eclipsiumx.com/legal/sla and transmitted via the Transmissions layer. Continued activation of any UniversePass Access Key constitutes acceptance of the updated Framework.

9. Access Key Service Levels

Ecosystem service levels are differentiated across UniversePass Access Key tiers:

• Essentials Key: Standard 99.9% InfrastructureVerse availability, general Transmissions queue routing, standard incident response targets.
• Pro Key: 99.95% InfrastructureVerse availability, priority Transmissions dispatch, accelerated Severity 1/2 response targets, pro-rated resource expansion credits.
• Infinity Key: 99.99% high-availability InfrastructureVerse cluster isolation, 24/7 sub-30 minute Severity 1 response target, dedicated executive escalation path, post-incident root-cause analysis (RCA) reporting.

10. Ecosystem Incident Management

In the event of an infrastructure event, EclipsiumX enforces structured incident management across all ecosystem nodes:

• Automated failover and isolated node migration for InfrastructureVerse compute workloads
• Real-time status updates broadcast through the Transmissions layer
• Post-incident reviews (PIR) provided to Infinity Access Key holders within 7 business days of resolution

EclipsiumX SRL
CUI: 53832723
EUID: ROONRC.J2026008520009
Registered Office: Lunca Banului, Jud. Vaslui, Romania