This SLA describes Hyvery’s service availability targets, support response commitments, maintenance practices, disaster recovery objectives, and service credit remedies for the Hyvery platform. This SLA is incorporated by reference into the Terms of Service (“Agreement”). Capitalized terms not defined here have the meanings in the Agreement.
Availability (Monthly): 100% − (total minutes of Downtime in the calendar month ÷ total minutes in that month) × 100%, as measured by Hyvery’s production monitoring from multiple locations.
Downtime: A period when the production Service returns persistent 5xx errors or is unable to accept authenticated read/write operations for the majority of users. Partial feature impairments may be counted proportionally at Hyvery’s discretion.
Planned Maintenance: Announced maintenance windows; see §5.
Business Hours: Mon–Fri, 9:00–18:00 Eastern Time (US), excluding US federal holidays.
Incident Severity: See §4.1 table.
3.1 Availability Target
Hyvery targets 99.9% Monthly Availability for the production Service.
3.2 Exclusions from Downtime
Downtime does not include: (a) Planned Maintenance (§5); (b) emergency security patches; (c) events outside Hyvery’s reasonable control (force majeure, major Internet/third‑party carrier failure, widespread cloud provider outage); (d) issues caused by Customer networks, devices, or misconfiguration; (e) misuse or use in violation of the Agreement/AUP; (f) Beta Services; (g) third‑party identity provider or SSO outages; (h) rate‑limit blocks or suspension per the Agreement.
3.3 Service Credits (sole remedy)
| Monthly Availability | Credit (% of monthly fee for affected Service) |
|---|---|
| < 99.9% to ≥ 99.0% | 5% |
| < 99.0% to ≥ 95.0% | 10% |
| < 95.0% to ≥ 90.0% | 20% |
| < 90.0% | 30% |
Notes: Credits apply against future invoices (no refunds), cannot exceed 100% of the monthly fee, and are the sole and exclusive remedy for failure to meet the Availability Target. Credits stack per month only and not across Services/tenants.
3.4 Requesting Credits
Submit a ticket to support@hyvery.com within 30 days after the month‑end, including: (1) affected environment/tenant, (2) incident IDs, (3) timestamps (UTC) and impact summary. Hyvery will verify using authoritative logs/telemetry.
4.1 Standard Support Plan (included)
| Severity | Example | Initial Response | Update Cadence | Target Workaround/Restoration |
|---|---|---|---|---|
| Sev‑1 (Critical) | Complete production outage; critical data path broken | 30 minutes (24×7) | 60 minutes | Continuous effort until mitigated; goal ≤ 4 hours to restore service or effective workaround |
| Sev‑2 (Major) | Degraded performance; key feature impaired | 2 business hours | 4 business hours | Best effort within business hours; workaround or fix prioritized next release |
| Sev‑3 (Minor) | Non‑critical defect; cosmetic/UI | 1 business day | On material change | Planned fix in future sprint |
| Sev‑4 (Inquiry/Feature) | Questions; feature requests | 2 business days | On material change | N/A |
Channels: Email (support@hyvery.com), web portal, and emergency on‑call for Sev‑1.
4.2 Enhanced Support (optional add‑on)
24×7 for Sev‑1/2 with 1‑hour Sev‑1 response and named Customer Success contact. Fees and specifics on the Order Form.
Planned Maintenance Windows: Performed outside Business Hours whenever practicable and announced ≥72 hours in advance via email or status page. Typical window: up to 4 hours/month aggregate.
Emergency Maintenance: May occur immediately to address security or stability issues; Hyvery will post‑notify as soon as reasonable.
Backups: Production databases and critical object storage are backed up on a scheduled basis and encrypted at rest. Backups are stored in logically isolated locations with separate credentials.
Targets: RPO ≤ 24 hours; RTO ≤ 24 hours for core services under standard plan. (Targets are objectives, not guarantees, and are excluded from Availability calculations and service credits unless expressly stated in an Order Form.)
Testing: Periodic restore tests validate data integrity and recovery procedures.
Hyvery may enforce fair‑use limits (e.g., requests/second, concurrent jobs, data transfer) to protect platform stability. Limits are documented in the API docs or Order Form. Breaches may be throttled and are excluded from Downtime.
Hyvery’s monitoring and logs are the authoritative source for Availability and incident metrics. Customer‑reported incidents must include timestamps and request IDs where available. Hyvery will provide incident summaries for Sev‑1/2 upon closure.
Maintain supported client versions, reasonable network connectivity, correct DNS/SSL configuration where applicable, secure account practices (RBAC, MFA), and promptly implement Hyvery’s remediation guidance.
Beta Services and trial environments are excluded from this SLA. Third‑party services (e.g., identity providers, email gateways, payment processors, mapping, or cloud providers) are outside Hyvery’s control; their outages are excluded.
Hyvery may update this SLA with notice per the Agreement. Materially adverse changes for active annual terms will take effect upon renewal unless you consent earlier.
If you believe an incident is mis‑classified or response is not meeting targets, escalate to your Customer Success contact or request managerial escalation via support@hyvery.com (reference the ticket number).
If there is a conflict, the Order Form controls, then the Agreement, then this SLA.