Service Level Agreement
The uptime targets, support response times, service credits, and maintenance practices you can expect from the RYHA platform.
This policy is currently under review by our qualified legal counsel and is provided for general information only. It does not constitute legal advice. RYHA Technologies may update it from time to time, and the version published here is the one that applies.
Availability and Uptime Targets
This Service Level Agreement describes the availability and support commitments for the RYHA platform; the commitments that apply depend on your plan, and Enterprise customers may agree to a custom agreement that supersedes these standard terms. We aim to keep the service available according to the following monthly uptime targets: • Free plan: reasonable-effort availability, with no guaranteed uptime target. • Pro plan: 99.5% monthly uptime target. • Business plan: 99.9% monthly uptime target. • Enterprise plan: up to 99.99% monthly uptime target under a custom agreement. Uptime is measured per calendar month and excludes scheduled maintenance and factors outside our reasonable control.
Service Credits and Support Response
If we fail to meet the monthly uptime target for your paid plan, you may request a service credit applied to a future billing period, scaling with the shortfall — 10%, 25%, or up to 50% of the monthly fee. Service credits are your sole and exclusive remedy for any failure to meet an uptime target; to claim one, contact support within 30 days of the affected period. We also target initial support response times based on severity and plan: critical issues (service unavailable) as fast as 1 hour for Enterprise, high-priority issues within 4 to 8 business hours, and normal questions within 1 to 2 business days. Higher plans receive faster targets and broader coverage.
Maintenance, Exclusions, and Contact
From time to time we perform scheduled maintenance to keep the service secure and reliable, aiming for off-peak hours with advance notice for work that may affect availability; emergency maintenance may occur without notice to protect the security or integrity of the service, and time spent in announced maintenance windows does not count against uptime targets. Uptime targets also do not apply to unavailability caused by factors outside our reasonable control, your own equipment or connectivity, your breach of the Terms of Service or Acceptable Use Policy, or suspension for non-payment. For questions, to request a credit, or to discuss a custom enterprise agreement, contact us at contact@ryha.in.
