Effective Date: September 1, 2026
This Service Level Agreement ("SLA") is subject to the terms and conditions of the Client's Subscription Agreement with CREE8 Inc (the "Agreement"). Capitalized terms not defined here have the meanings given in the Agreement.
1. Definitions
"Service" means the CREE8 service described in the Client's Order Form. For this SLA it is measured through these Core Functions:
signing in;
the CREE8 web application and API;
file transfer, synchronization and access to CREE8-managed storage;
launching and connecting to CREE8-managed virtual workstations.
"Incident" means an event that stops or materially impairs the Service for the Client, whatever its cause.
"Unavailable" means a period of at least five (5) consecutive minutes in which the Client's authorized users cannot use one or more Core Functions, as shown by:
an Incident recorded by CREE8 with an impact window affecting the Client; or
CREE8's synthetic monitoring failing from at least two (2) independent locations.
Partial impairment (for example, one sign-in provider failing while others work, or reduced performance) is not Unavailable; it is handled under the Incident severities in §3.
"Availability" of the Service in a Measurement Period = (minutes in the period − Excluded Minutes − Unavailable minutes) ÷ (minutes in the period − Excluded Minutes), expressed as a percentage.
"Measurement Period" means a calendar month in US Pacific Time.
"Aware" means the earliest of: a CREE8 monitoring alert for the Incident, the Client's report through a Support Channel, or a CREE8 employee identifying the Incident.
"Support Channels" means in-app support chat, [email protected], and the CREE8 status page.
"Restore" means the affected Service is working again for the Client, or CREE8 has provided a workaround that lets the Client's users continue the affected work. Root-cause fixes may follow later.
"Business Hours" means 9:00am–6:00pm US Pacific Time, Monday–Friday, excluding US federal holidays.
"Dedicated Account" means a cloud provider account, subscription or project (for example an AWS account, Azure subscription or Google Cloud project) that the Client owns, that is used only for the Service, and in which CREE8 holds the administrative access described in the documentation. The Order Form states whether the Service runs in CREE8's cloud accounts or in a Dedicated Account. Where the Service in fact runs in a cloud provider account, subscription or project owned or controlled by the Client, §2.3 applies whether or not the Order Form so states.
"Order Form" means the ordering document agreed between the parties for the Services, whether described as an Order Form, Sales Quote, online order or similar, together with any addendum to it.
"Client Region" means a cloud provider region listed on the Order Form in which CREE8 has provisioned workstations for the Client. A region added after the Effective Date becomes a Client Region only by amendment to the Order Form.
"Cross-Region Recovery" means an option purchased under the Order Form under which CREE8 replicates the Client's data to, and can run the Client's workstations in, a second Client Region.
“Reserved Capacity” means an option purchased under the Order Form under which CREE8 holds compute capacity for the Client of a stated instance type, in a stated quantity, and in a stated Client Region. A workstation launch is covered by Reserved Capacity only to the extent it is within the reserved quantity for that instance type and Client Region and that quantity is not already in use.
"Regional Cloud Event" means an outage or impairment that the cloud provider reports on its service health dashboard or account health notifications as affecting compute or storage in a Client Region.
"Monthly Subscription Fees" means the recurring subscription fees for the Service for the Measurement Period in which the Unavailability or missed target occurred, as set out in the Order Form, excluding usage-based and one-time fees.
"Excessive or Harmful Use" means use of the Service by the Client or its users that: (a) continues to exceed the workstation hours, storage, data transfer or other allowances stated in the Order Form after CREE8 has given the Client written notice and a reasonable opportunity to reduce the use or purchase additional capacity, other than where the excess is billable as an overage under the Agreement; (b) provisions, launches, scales or invokes compute, storage, network or API resources through automated, orchestrated, scheduled or self-replicating processes not initiated by an authorized user, other than as permitted by the Order Form or CREE8's documentation; (c) consumes resources at a rate or volume that materially degrades the Service for other users or clients; (d) is prohibited by the Agreement or by the applicable cloud provider's terms, including cryptocurrency mining, resale of compute capacity, crawling, credential testing and denial-of-service traffic; or (e) is the subject of an abuse, security or capacity notice from a cloud provider.
2. Availability commitment
CREE8 will make the Service Available at least 99.5% of each Measurement Period.
A higher commitment applies only where the Order Form includes it.
Availability is measured for the Client's own use of the Service. An Incident that did not affect the Client does not reduce the Client's Availability. CREE8 reports Availability broken down by Core Function, but the commitment and credits apply to the Service as a whole.
2.1 Workstations
Workstation launch and connection (Core Function 4) is Unavailable when a failure within CREE8's control prevents the Client's authorized users from launching or connecting to workstations in a Client Region. A failure of a single workstation is handled as an Incident under §3, not as Unavailability.
2.2 Exclusions
The following are Excluded Minutes and do not count as Unavailable:
Scheduled Maintenance within the Maintenance Window and cap in §4.
Cloud GPU availability. Workstations depend on GPU compute being available in each Client Region. For Core Function 4 only, the following are excluded:
Capacity. A workstation launch fails because the cloud provider does not have sufficient capacity for the requested instance type, where CREE8 recorded the provider's capacity error at the time of the launch attempt, and no other supported instance type or availability zone meeting the Client's configured requirements was available, or CREE8 offered an available alternative and the Client declined it. This does not apply to capacity covered by Reserved Capacity purchased for the Client, or to failures caused by CREE8's own quotas, images or configuration.
Regional Cloud Events. Workstations in a Client Region are Unavailable because of a Regional Cloud Event, from the start of the event as reported by the cloud provider until the provider reports recovery plus up to two (2) hours for CREE8 to restart workstations.
This applies only where the Order Form offered Cross-Region Recovery and the Client did not purchase it. It does not apply where Cross-Region Recovery was purchased, and it never applies to Core Functions 1–3.
Client-caused. Acts or omissions of the Client or its users, including changes made by anyone other than CREE8 in a Client-owned cloud account (such as permissions, security groups, quotas or deleted resources), and use contrary to the Agreement or documentation.
Client environment and connectivity. The Client's own equipment, software and network, and anything between the Client's users and the Service that CREE8 does not supply. This includes:
end-user computers, peripherals and other hardware that do not meet CREE8's published minimum system requirements;
operating systems, drivers, browsers or client applications that are outside CREE8's published supported-version policy, or that their vendor no longer supports;
the Client's networks, internet access and identity provider, and Client-managed VPNs, firewalls, proxies, DNS or endpoint security software;
internet connections that do not meet CREE8's published minimum connectivity requirements for bandwidth, latency, packet loss or stability; and
third-party services not supplied by CREE8.
CREE8 publishes its minimum system requirements, supported-version policy and minimum connectivity requirements in its documentation, and will give at least thirty (30) days' notice before a change that makes any of them more demanding. CREE8 will help the Client identify and troubleshoot these conditions as part of support, and will use reasonable efforts to support users working over a connection below the minimum requirements, but the resulting performance is not a failure of the Service.
Suspension of the Services in accordance with the Agreement.
Preview features identified as beta, preview or early access.
Force majeure as defined in the Agreement.
Excessive or Harmful Use. Unavailability caused by Excessive or Harmful Use, and any period in which CREE8 limits, stops, restricts or suspends the affected workload, workstation, session or account in response to Excessive or Harmful Use. Where practicable, CREE8 will notify the Client and allow a reasonable opportunity to stop the use before acting. Where the use presents an immediate risk to security, service stability, data integrity or infrastructure cost, CREE8 may act first and notify the Client promptly afterwards. CREE8 will act reasonably and proportionately in determining that Excessive or Harmful Use has occurred and in selecting the limitation applied, and will limit the scope and duration of any restriction to what is reasonably necessary. This exclusion applies only for so long as the Excessive or Harmful Use, or its direct effects, continue. Where the conduct is also addressed by the Fair Use Policy, CREE8 will follow the enforcement process in that policy, except where the use presents an immediate risk to security, service stability, data integrity or infrastructure cost.
Outages of CREE8’s own hosting providers are not excluded, except as set out in the Cloud GPU availability and Regional Cloud Events exclusions. Sign-in, the web application and API, and file access remain CREE8’s responsibility during a Regional Cloud Event.
Incidents arising from the Client-caused or Client environment and connectivity exclusions do not count toward the Restore targets or Restore credits in §3 and §5. CREE8 will handle them at Severity 3 / Priority 3 for support hours and response.
Where the Incident arises from the Client-caused exclusion, CREE8’s obligation is to return the affected user to a working workstation, which may include replacing it with a workstation built from a CREE8-supported image. Where technically feasible and requested by the Client, CREE8 will instead attempt to repair the affected workstation in place.
Incidents arising from the Excessive or Harmful Use exclusion do not count toward the Restore targets or Restore credits in §3 and §5, and CREE8 has no Restore obligation while the Excessive or Harmful Use continues.
2.3 Services in a Dedicated Account
Where the Service runs in a Dedicated Account, this SLA applies as if the Dedicated Account were a CREE8 cloud account, on these conditions:
Dedicated use. The Dedicated Account is used only for the Service. Anything else the Client runs, connects or adds to it is not part of the Service.
CREE8 administers it. Changes to the Dedicated Account's configuration, resources, permissions, networking and policies are made by CREE8, or with CREE8's written agreement.
Client-caused outages are excluded. Unavailability caused by a change, policy or action of the Client or anyone other than CREE8 is Excluded. This includes organization-level policies applied to the account (such as AWS service control policies or Azure Policy assignments), changes to roles and permissions, networking and firewall changes, security or monitoring tools the Client installs, spend or budget controls, and deleted or modified resources. The Restore targets in §3 are suspended while the change remains in effect. The applicable Restore target runs afresh from the time the change is reversed or CREE8 otherwise regains the access or configuration it needs to Restore.
Account standing. The Client keeps the Dedicated Account in good standing with the cloud provider. Unavailability caused by billing holds, suspension or restriction by the provider, or quota increases that CREE8 requested and the Client has not approved, is Excluded.
Access. Any period in which CREE8's administrative access is removed or restricted without CREE8's agreement is Excluded, and the Restore targets in §3 are suspended. The applicable Restore target runs afresh from the time access is restored.
CREE8 will inform the Client should it identify any of these causes.
Where CREE8 provides support to resolve an Incident arising from a cause in the Client-caused outages, Account standing or Access conditions, CREE8 may charge for that support at $500 per hour, billed in 30-minute increments. CREE8 will notify the Client before chargeable work begins and, on request, will provide an estimate. Support is chargeable only for work the Client has approved.
3. Incidents and support
3.1 Severity
Severity 1 (S1): An Incident in which either:
the CREE8 web application does not load; or
the Client's authorized users cannot sign in due to a failure of the Service. An account locked, or access denied, by a security control operating as intended, including lockout after repeated failed password attempts, is not an S1 Incident.
Severity 2 (S2): An Incident in which any of the following apply:
an entire Core Function (such as storage management or virtual workstations) is inaccessible;
no users can launch or connect to virtual workstations;
file transfers are non-functional, and no uploads, downloads or synchronization can complete;
no storage or compute tasks (such as render jobs, file indexing or backups) are running or can be started.
Severity 3 (S3): Any other Incident or defect in one or more features, including project metadata or usage analytics not refreshed within 24 hours.
S3 priorities:
P1. A critical feature routinely used within the CREE8 platform that is essential to business operations, where multiple users are unable to proceed with important tasks and no workaround exists.
P2. A non-blocking feature malfunction that impacts usability or performance but does not halt progress for critical tasks. A temporary workaround is available.
P3. A low-impact issue that does not affect functionality or task progression. These typically include cosmetic or isolated issues.
The Client proposes a priority when reporting; CREE8 may raise or lower it based on current impact and will tell the Client why.
CREE8 sets severity when it becomes Aware and may change it as impact becomes clear. The severity used for this SLA is the highest severity that applied to the Client during the Incident.
3.2 Targets
Target | S1 | S2 | S3 / P1 | S3 / P2 | S3 / P3 |
Support hours | 24/7 | 24/7 | Business Hours | Business Hours | Business Hours |
Incident Report to the Client | 1 hour from Aware | 1 hour from Aware | Case created on submission | Case created on submission | Case created on submission |
Status updates | Every 2 hours until Restored | Every 4 hours until Restored | On change | On change | On change |
Restore | 12 hours from Aware | 24 hours from Aware | 30 calendar days | 60 calendar days | Reasonable time |
Incident Reports and status updates are sent through the CREE8 status page or directly to the Client's designated contacts, and the time sent is recorded. Restore clocks pause while CREE8 is waiting on information, access or a decision that CREE8 has requested from the Client in writing, from the time of the request until the Client responds. Incident Report and status update targets do not pause.
The Client will nominate one designated contact for Incident Reports and status updates and keep the nomination current through a Support Channel. Where none is nominated, CREE8 will use the Client's administrative account contact.
General queries: CREE8 endeavors to respond within one (1) business day.
4. Maintenance
Scheduled Maintenance is planned work performed by CREE8 that may temporarily make one or more Core Functions unavailable.
Maintenance Window: Fridays 8:00pm to Saturday 4:00am US Pacific Time.
Notice: at least five (5) business days before Scheduled Maintenance, through the Support Channels.
Monthly allowances. Scheduled Maintenance is excluded from Availability up to:
Type of work | Core Functions affected | Allowance |
Platform maintenance | 1–3 | Four (4) hours per Measurement Period |
Workstation maintenance | 4 only | Eight (8) hours per Measurement Period per Client Region |
Aggregate cap. Regardless of the number of Client Regions, Scheduled Maintenance excluded from Availability will not exceed twelve (12) hours in any Measurement Period.
What doesn't qualify. Scheduled Maintenance beyond the applicable allowance, outside the Maintenance Window, or without the required notice counts as Unavailable for the Core Functions it affects.
Individual workstations. Maintenance affecting only individual workstations is not Unavailability unless it materially prevents the Client's users from using workstations in the affected Client Region.
Emergency maintenance counts as Unavailable, except that emergency maintenance undertaken to remediate a security vulnerability or active threat is excluded up to two (2) hours per Measurement Period.
5. Service credits
5.1 Availability credits
Monthly Availability | Credit (% of Monthly Subscription Fees) |
Below 99.5%, at or above 99.0% | 5% |
Below 99.0%, at or above 97.0% | 10% |
Below 97.0% | 25% |
Where the Order Form sets a higher commitment, the first tier starts below that commitment.
5.2 Restore credits
For each S1 or S2 Incident not Restored within its target, 5% of the Monthly Subscription Fees.
5.3 Limits
Maximum Availability credits. Credits under §5.1 are capped at 25% of the Monthly Subscription Fees for a Measurement Period.
Maximum Restore credits. Credits under §5.2 are capped at 10% of the Monthly Subscription Fees for a Measurement Period.
Combined cap. Credits for a Measurement Period, from §5.1 and §5.2 together, are capped at 30% of the Monthly Subscription Fees.
Application of credits. Credits are applied against the Client's next invoice and are not payable in cash.
Exclusive remedy. Credits are the Client's sole and exclusive monetary remedy for failure to meet this SLA, without limiting the Client's rights under §6.
S3 targets. No credits apply to S3 targets.
5.4 Claims
The Client must request a credit within thirty (30) days after the end of the Measurement Period. CREE8 will respond within five (5) business days with the Availability calculation for the period and the Incident records CREE8 holds for the Incidents relied on.
6. Chronic failure
If Availability is below 98.0% in three (3) of any six (6) consecutive Measurement Periods, the Client may terminate the affected Order Form on thirty (30) days' written notice given within sixty (60) days of the third such period, and CREE8 will refund prepaid fees covering the period after termination.
7. Reporting
CREE8 will publish Incidents affecting the Services on its status page.
On request, CREE8 will provide a monthly service report for the Client within ten (10) business days after the end of a Measurement Period, covering Availability by Core Function, Incidents with severity and Restore times, Scheduled Maintenance, and credits due.
8. Backup and recovery
Except where the Order Form includes Cross-Region Recovery, this SLA does not include a recovery point or recovery time commitment. CREE8 maintains documented recovery point objectives (RPOs) and recovery time objectives (RTOs) in its business continuity and disaster recovery plan, which is tested at least annually; a summary is available to the Client on request.
Backup, snapshot retention and disaster recovery options, where offered, are set out in the Order Form. Where the Order Form includes Cross-Region Recovery, it states the recovery point objective (RPO) and recovery time objective (RTO) for that option. These are recovery objectives and not guarantees of recovery within a particular time, and service credits under §5 do not apply to them.
9. Changes to this SLA
CREE8 may update this SLA by posting a new version with at least thirty (30) days' notice. An update will not materially reduce the commitments that apply to the Client during the current subscription term. Where a copy of this SLA is attached to or incorporated in a signed agreement, that copy changes only by written amendment signed by both parties.