Service Level Agreement
The current approval status of availability, support response, service credit, maintenance, measurement, and claim terms.
This policy is a draft that requires review and approval by qualified legal counsel before public launch. It is provided for general information only and does not constitute legal advice. RYHA Technologies may update it from time to time, and only a formally approved published version should be treated as binding.
Availability and Measurement
No public uptime SLA is currently approved for any standard plan. Architecture, health probes, alerts, tests, and recovery scripts are not proof of achieved availability. A binding target applies only when it appears in an executed customer order or approved service schedule with a defined covered service, measurement source, calculation window, timezone, rounding method, exclusions, start date, and sole or additional remedy. Before any standard SLA is published, RYHA must retain deployed service-level history, alert and incident exercises, backup and restore evidence, dependency behavior, capacity results, and staffed support coverage sufficient to support the promised target.
Support Response and Incident Priority
No guaranteed standard support response or restoration time is currently approved. An executed agreement must define severity levels, who may open a priority case, required diagnostic information, support hours and timezone, communication cadence, escalation, and customer cooperation. A first response is not the same as mitigation, restoration, workaround, or final resolution, and the final schedule must distinguish them.
Service Credits and Claims
No standard service-credit schedule is currently approved. Any percentage, eligibility threshold, claim window, evidence requirement, account standing condition, credit cap, exclusion, and application to future fees must be stated in the executed agreement and reviewed under applicable law. This draft does not create an automatic refund, credit, or exclusive remedy.
Maintenance, Exclusions, and Contact
Planned maintenance notice, emergency changes, beta or preview features, provider outages, force-majeure events, customer systems, misuse, suspension, measurement disputes, and other exclusions require approved commercial wording. Until those terms and supporting evidence are published, this page must not imply a guaranteed uptime, response, or credit. Support and custom agreement questions can be sent to support@ryha.dev.