Service Level Agreement (SLA)
Effective Date: January 1, 2026
Applies To: Business Plan customers on premium infrastructure ONLY
Important Notice
This SLA applies ONLY if:
- ✓ You have an active Business Plan license ($1,300/year)
- ✓ Your software is hosted on premium infrastructure (dedicated VPS or better)
- ✓ You are current on all payments
Starter and Professional plans are NOT covered by this SLA.
1. Uptime Commitment
Uptime Target: 99.9% Monthly
We target 99.9% uptime measured monthly, excluding scheduled maintenance.
Calculation:
- Total hours in month: 730 (average)
- Target uptime: 729.27 hours
- Allowable downtime: 0.73 hours (43.8 minutes) per month
What Counts as Downtime?
Downtime = Software completely inaccessible (cannot login, API returns 500 errors, etc.)
What does NOT count as downtime:
- Scheduled maintenance (announced 72+ hours in advance)
- Emergency security patches (force majeure)
- Third-party provider failures (AWS, Cloudflare, DNS, etc.)
- DDoS attacks or malicious traffic (not caused by us)
- Issues caused by customer actions (exceeding limits, misconfigurations)
- Partial outages (some features work, some don't)
- Slow performance (software accessible but slow)
- Customer internet connectivity issues
2. Support Response Times
| Severity | Definition | Target Response | Target Resolution |
|---|---|---|---|
| Severity 1 (Critical) | Complete outage, no workaround | 4 hours | 24 hours best effort |
| Severity 2 (Major) | Major function broken, workaround exists | 8 hours | 72 hours best effort |
| Severity 3 (Minor) | Minor issue, cosmetic bug | 12 hours | 7 days best effort |
| Severity 4 (Low) | Enhancement, question | 24 hours | No commitment |
Response Time = Acknowledgment, NOT Resolution
3. Remedies for SLA Breach
Service Credits ONLY (No Cash Refunds)
If we fail to meet uptime commitment:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% - 99.89% | 10% of monthly license fee (~$108) |
| 98.0% - 98.99% | 20% of monthly license fee (~$217) |
| Below 98.0% | 25% of monthly license fee (~$271) |
Service Credit Terms:
- Applied to next invoice (renewal or monthly add-on)
- Maximum credit: 25% of monthly fee (no greater liability)
- Credits do not extend license term
- Must be claimed within 30 days of incident
- No cash refunds under any circumstances
How to Claim Service Credits
- Email support@bytora.com within 30 days
- Subject: "SLA Credit Claim - [Month/Year]"
- Include: Dates/times of downtime, ticket numbers
- We'll investigate and issue credits if breach is confirmed
- Credits appear on your next invoice
4. Exclusions and Limitations
We Are NOT Liable For:
- ❌ Downtime due to third-party providers (AWS, DNS, CDN, payment gateways)
- ❌ DDoS attacks or malicious traffic
- ❌ Natural disasters, war, terrorism, government actions
- ❌ Customer-caused issues (exceeding limits, misuse)
- ❌ Scheduled maintenance (announced 72+ hours ahead)
- ❌ Emergency security patches (unannounced but necessary)
- ❌ Internet connectivity issues outside our infrastructure
Monetary Liability Cap
Our maximum total liability for all SLA breaches in any 12-month period is limited to the total license fees you paid during that period (i.e., $1,300).
No additional damages, lost profits, consequential damages, or legal fees will be paid.
5. Customer Obligations
This SLA applies ONLY if you:
- ✓ Pay invoices on time (no late payments)
- ✓ Use software within plan limits (no abuse)
- ✓ Report outages promptly (we can't fix what we don't know about)
- ✓ Provide accurate contact info for outage notifications
- ✓ Do not violate Terms of Service or Acceptable Use Policy
6. Monitoring and Reporting
We monitor system availability using automated tools (Pingdom, UptimeRobot, or similar).
Monthly uptime reports available upon request:
Email support@bytora.com with subject "Uptime Report Request - [Month/Year]"
7. Downgrade or Cancellation
If you downgrade from Business plan to Professional/Starter, this SLA immediately terminates.
If you cancel, this SLA terminates on license expiry date.
8. Changes to This SLA
We may modify this SLA with 60 days written notice. Continued use after changes constitutes acceptance.
9. Governing Law
This SLA is governed by the laws of Jamaica. Any disputes regarding SLA interpretation or credit claims must be resolved in accordance with the Terms of Service.
Contact
Email: support@bytora.com
Phone: +1 (876) 788-8816
Hours: Monday-Saturday, 8:00 AM - 8:00 PM Jamaica Time
Related Policies: