Service Level Agreement
Performance commitments and credits for the Debryx platform.
Last updated:
Overview
This Service Level Agreement (“SLA”) sets forth the performance commitments for the Debryx platform. Debryx shall use commercially reasonable efforts to meet the service levels described below.
Uptime Commitment
Debryx commits to a monthly uptime percentage of at least 99.9% (“Service Commitment”) for the production platform. Uptime is calculated as:
Uptime % = (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100
Exclusions
The following are excluded from uptime calculations:
- Planned maintenance windows (notified at least 48 hours in advance)
- Force majeure events, natural disasters, or acts of God
- Internet connectivity issues outside Debryx’s control
- Customer-caused downtime (misconfiguration, excessive usage, etc.)
- Third-party service provider outages (Cloudinary, cloud infrastructure)
- Beta features, pre-release versions, and non-production environments
Service Credits
If the Service Commitment is not met, the Customer may request service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 5% of monthly fee |
| 95.0% – 98.99% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Support Response Times
| Severity | Description | Initial Response |
|---|---|---|
| Critical (P1) | Platform unavailable or data loss | Within 1 hour |
| High (P2) | Major feature degraded | Within 4 hours |
| Normal (P3) | Minor issue or bug | Within 8 hours |
| Low (P4) | Feature request or question | Within 24 hours |
Requesting Credits
To request service credits, the Customer must submit a written request to support@debryx.in within 30 days of the incident. The request must include detailed logs or evidence of the downtime. Credits will be applied to the next invoice. Total credits in any month shall not exceed 25% of the monthly fee.
Limitation
Service credits are the Customer’s sole and exclusive remedy for any failure to meet the Service Commitment. This SLA does not apply to free trials, beta versions, or non-production environments.