Legal
Service Level Agreement
This Service Level Agreement (“SLA”) sets out two separate uptime commitments:
- Section A — Insights SaaS uptime. Applies to users of the Insights application at app.vyradata.com.
- Section B — Care managed hosting. Applies to customers on the Care service plan for websites that VYRA hosts and maintains.
The two commitments are independent. Subscribing to one does not entitle you to the other.
Section A
Insights SaaS uptime
The commitments below apply to the Insights application served at app.vyradata.com for customers on a paid subscription. Founder accounts on the free tier under Terms §33 receive best-effort service and are not entitled to credits.
A.1 Uptime commitment
VYRA Data commits to 99.9% monthly uptime for the Insights production application, measured outside Scheduled Maintenance and Excluded Events.
A.2 Definitions
- Uptime means the percentage of minutes in a calendar month during which the production Insights application responded to authenticated requests with an HTTP 2xx or 3xx status, calculated as: (Total monthly minutes − Downtime minutes) / Total monthly minutes.
- Downtime means a five-minute interval during which Insights responded with HTTP 5xx, network errors, or timeouts on a majority of probes from our uptime monitor.
- Scheduled Maintenance means a maintenance window posted at least 48 hours in advance on /security and announced by email, or any emergency maintenance required to address a security vulnerability or data-integrity issue. Default window: Sunday 02:00–04:00 UTC.
A.3 Excluded events
Downtime does not include time attributable to:
- Scheduled Maintenance announced under A.2.
- Force majeure as defined in Terms §26.
- Customer-side issues (your network, browser, device, ISP).
- Third-party platform outages (Meta, Google, Apple, etc.) that prevent OAuth ingestion but do not affect the Insights application itself.
- Suspension under the Acceptable Use Policy or for non-payment.
- Beta or labelled-experimental features.
A.4 Measurement
Uptime is measured by an independent uptime monitor (Better Stack) polling production endpoints from multiple regions at a 5-minute interval. Probe results are recorded and retained for at least 13 months. Customers may request historical probe data for their account by emailing support@vyradata.com.
A.5 Service credits
If monthly Uptime falls below 99.9%, customers on a paid subscription are eligible for the following credit:
Credits are applied to the next invoice. Service credits are the sole and exclusive remedy for failure to meet the Uptime commitment.
A.6 Claim process
- Email support@vyradata.com within 30 days of the end of the affected month.
- Include the affected dates and times, the account organization, and a description of the impact.
- VYRA Data will respond within 5 business days, validate against our probe data, and apply any due credit to the next invoice.
Section B
Care managed hosting
The commitments below apply to customer websites hosted and maintained by VYRA Data under the Care service plan. Self-hosted customer sites and sites VYRA Data does not maintain are excluded.
B.1 Uptime commitment
VYRA Data commits to 99.95% monthly uptime for customer websites hosted under an active Care plan, measured outside Scheduled Maintenance and Excluded Events.
B.2 Definitions
- Uptime means the percentage of minutes in a calendar month during which a Care-hosted site responded with HTTP 2xx or 3xx to anonymous probes.
- Downtime means a five-minute interval during which the site responded with HTTP 5xx, connection errors, or timeouts on a majority of probes.
- Scheduled Maintenance means a maintenance window communicated to the Care customer at least 48 hours in advance, or emergency maintenance required for security or data-integrity issues. Default window: Sunday 02:00–04:00 UTC.
B.3 Excluded events
Care Uptime does not include time attributable to:
- Scheduled Maintenance.
- Force majeure (Terms §26).
- Customer-supplied DNS, CDN, or domain misconfiguration outside VYRA's control.
- Customer edits that break the site (e.g. uploading a broken plugin or theme).
- Expired customer accounts on registrars, CDNs, or third parties VYRA does not manage.
- Distributed denial-of-service attacks above Cloudflare mitigation thresholds, where mitigation has been refused or delayed by the customer.
- Suspension for non-payment under Terms §6.
B.4 Service credits
Credits are applied to the next invoice. Service credits are the sole and exclusive remedy for failure to meet the Care Uptime commitment. Credits cannot be applied to one-time project fees, third-party hosting passthrough, domain renewals, or licence fees.
B.5 Claim process
- Email support@vyradata.com within 30 days of the end of the affected month, with the domain, affected dates, and impact description.
- VYRA Data will validate against monitoring data and apply any due credit to the next Care invoice within 5 business days.
Note: separate commitments
Insights SaaS uptime (Section A) and Care managed hosting (Section B) are independent commitments. An Insights customer is not automatically entitled to the Care commitment, and a Care customer is not automatically entitled to the Insights commitment. Each section applies only to customers on the corresponding paid plan.