This Service Level Agreement (“SLA”) describes the availability, performance objectives, and support commitments for Wyapy.
This SLA applies to all customers with an active paid subscription, unless otherwise agreed in writing.
Wyapy targets 99.9% monthly service availability, measured over a calendar month.
Service availability covers the ability to:
Availability is calculated as:
(Uptime Minutes ÷ Total Minutes in Month) × 100
The following are excluded from availability calculations:
| Severity | Description |
|---|---|
| Critical | Core service unavailable for most users |
| High | Major functionality significantly degraded |
| Medium | Non-critical functionality impaired |
| Low | Minor issue or cosmetic defect |
| Severity | Initial Response | Target Resolution |
|---|---|---|
| Critical | Within 2 hours | Continuous effort until resolved |
| High | Within 1 business day | As soon as reasonably possible |
| Medium | Within 2 business days | Best effort |
| Low | Within 5 business days | Best effort |
Business hours are Monday to Friday, excluding public holidays.
Wyapy may perform scheduled maintenance to deploy updates or perform infrastructure work.
Whenever possible, maintenance windows will be communicated in advance and scheduled during low-traffic periods.
Scheduled maintenance is excluded from uptime calculations.
If monthly availability falls below 99.9%, customers may be eligible for a service credit:
| Monthly Availability | Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits:
Wyapy stores customer configuration and feedback data using managed cloud infrastructure with redundancy and backups.
While reasonable measures are taken to protect data integrity, this SLA does not guarantee zero data loss.
This SLA does not apply to:
Wyapy’s total liability under this SLA is limited to the amount paid by the customer for the affected billing period.
Wyapy may update this SLA from time to time.
Material changes will be communicated through appropriate channels.
Continued use of the service after changes constitutes acceptance of the updated SLA.
If you have questions regarding this SLA, please contact:
Last Updated: September 2025