Service Level Agreement

This Service Level Agreement ("SLA") describes the uptime commitments, support response times, and remedies that Adroyt provides to customers on paid plans. This SLA is incorporated by reference into the Adroyt Terms of Service.

Adroyt commits to the following monthly uptime targets by plan tier:

• Starter: 99.5% monthly uptime
• Professional: 99.9% monthly uptime
• Enterprise: 99.95% monthly uptime

Uptime is calculated as: (total minutes in month − downtime minutes) / total minutes in month × 100.

The following are excluded from uptime calculations:

• Scheduled maintenance windows (announced 48 hours in advance)
• Events beyond our reasonable control (force majeure)
• Issues caused by customer infrastructure or third-party integrations
• Actions taken by customer or their users
• Beta features explicitly marked as such

Adroyt targets the following initial response times:

• P1 — Critical (service down): 1 hour (Enterprise), 4 hours (Professional)
• P2 — High (major feature unavailable): 4 hours (Enterprise), 8 hours (Professional)
• P3 — Medium (degraded performance): 1 business day
• P4 — Low (general questions): 2 business days

If Adroyt fails to meet the uptime commitment in any calendar month, eligible customers may request a service credit:

• 99.0% – 99.49% uptime: 10% credit of monthly fee
• 95.0% – 98.99% uptime: 25% credit of monthly fee
• Below 95.0% uptime: 50% credit of monthly fee

Credits must be requested within 30 days of the incident. Credits are applied to future invoices and are non-refundable.

To report an incident or request a credit, contact us at [email protected].