Service Level Agreement

This Service Level Agreement ("SLA") describes the uptime commitment, support response times, and remedies that Adroyt provides to Enterprise customers under a signed contract. The SLA is incorporated by reference into the Enterprise Master Services Agreement.

Professional and Business plans are not covered by an enforceable SLA. They run on a best-effort basis against the same infrastructure — see the public system status page for live uptime and the incident log.

Adroyt commits to 99.95% monthly uptime for Enterprise customers, measured against the production application tier.

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

Professional and Business customers share the same production infrastructure as Enterprise and benefit from the same operational investment, but the uptime is published — not contracted. The truth source is the live status page, which reads from our monitoring feed.

If you need an enforceable uptime commitment with credits, you need Enterprise. Talk to [email protected].

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

Initial response time targets. Enterprise targets are contractual; Professional and Business targets are best-effort.

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

If Adroyt fails to meet the 99.95% uptime commitment for an Enterprise customer in any calendar month, the customer may request a service credit:

• 99.0% – 99.94% 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. Service credits are the sole and exclusive remedy for SLA failures.

Professional and Business plans are not eligible for service credits.

Enterprise SLA inquiries and credit requests: [email protected]. Incident reports for any tier: [email protected].