These Support and Service Level Terms (“SLT”) are incorporated into the Platform Agreement. Capitalized terms not defined herein have the meanings given in the Platform Agreement.
1.1. Cyrenza commits to maintaining the availability of the Services as specified in your Order Form or Subscription Plan. Unless otherwise agreed in an Order Form, the following monthly uptime targets apply:
| Plan | Monthly Uptime Target |
|---|---|
| Starter | 99.5% |
| Business | 99.9% |
| Enterprise | 99.95% (or as specified in Order Form) |
1.2. Uptime Calculation. Monthly uptime is calculated as: ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100.
1.3. Exclusions. The following are excluded from uptime calculations:
2.1. If Cyrenza fails to meet the applicable uptime commitment in a given month, you may be eligible for service credits as follows:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% – below commitment | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
2.2. Service credits must be requested within thirty (30) days of the end of the month in which the downtime occurred.
2.3. Credits are applied to future invoices and are not redeemable for cash.
2.4. Service credits are your sole and exclusive remedy for any failure by Cyrenza to meet the uptime commitment.
3.1. Cyrenza performs scheduled maintenance during low-traffic windows with at least forty-eight (48) hours’ advance notice.
3.2. Emergency maintenance may be performed with shorter or no notice when necessary to protect the security or integrity of the Services.
4.1. Cyrenza provides support as specified in your Subscription Plan:
| Support Feature | Starter | Business | Enterprise |
|---|---|---|---|
| Documentation & Knowledge Base | ✓ | ✓ | ✓ |
| Email Support | ✓ | ✓ | ✓ |
| Chat Support | — | ✓ | ✓ |
| Phone Support | — | — | ✓ |
| Dedicated Success Manager | — | — | ✓ |
| Custom Onboarding | — | — | ✓ |
5.1. Cyrenza targets the following initial response times based on issue priority:
| Priority | Description | Starter | Business | Enterprise |
|---|---|---|---|---|
| Critical | Service unavailable | 24 hours | 4 hours | 1 hour |
| High | Major feature impacted | 48 hours | 8 hours | 4 hours |
| Medium | Minor feature impact | 5 business days | 2 business days | 1 business day |
| Low | General inquiry | 10 business days | 5 business days | 2 business days |
5.2. Enterprise customers may negotiate custom response times and support terms in their Order Form.
6.1. Cyrenza maintains its infrastructure across multiple availability zones with automated failover capabilities.
6.2. Cyrenza maintains a disaster recovery program with the following targets:
6.3. Automated backups are performed with thirty (30) day retention and cross-region replication.
6.4. Disaster recovery procedures are tested periodically.
7.1. Cyrenza maintains a public status page where you can monitor real-time service availability and view incident history.
Cyrenza may update these terms from time to time. We will provide at least thirty (30) days’ notice of material changes. Enterprise customers with executed Order Forms will be notified directly.