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WyvUp

Uptime & Operational SLA

Service Level Agreement

Engineering guarantees regarding multi-tenant webspace availability, planned maintenance windows, response time tiers, and service credits.

1. 99.9% Monthly Availability Commitment

WyvUP guarantees a monthly uptime threshold of 99.9% for hosted tenant storefronts and webspace backends, verifiable in real-time at wyvup.com/status.

2. Downtime Calculation & Force Majeure Exclusions

Downtime is measured from verified outage alerts until full service recovery. The following are explicitly excluded from SLA calculations:

  • Scheduled Maintenance: Pre-announced infrastructure kernel and security maintenance windows conducted off-peak.
  • Upstream Transit & DNS Failures: Outages caused by expired third-party domains, client misconfigured DNS records, or global Tier-1 upstream transit cuts.
  • Client Fault & Abuse Mitigation: Account suspensions due to overdue invoices, malicious scripts, or targeted DDoS defensive scrubbing.
  • Force Majeure: Acts of God, war, utility grid failures, or governmental statutory bans.

3. Support Tiers & Response Cadence

Critical Outage (P0 - Complete Site Down):

First Response: < 15 minutes | Resolution Target: 1-2 hours via automated hot-standby failover.

High Severity (P1 - Core Feature / Lead Capture Impaired):

First Response: < 2 hours | Resolution Target: Within 4-6 hours.

Standard Request (P2/P3 - Design Tweak, Content Addition):

First Response: Same business day | Delivery: 24-48 hours.

4. Outage Compensation & Service Credits

If unexcused downtime falls below our 99.9% commitment in a billing cycle, affected clients receive billing service credits upon formal request:

  • 99.0% - 99.8% Availability: 10% monthly service credit.
  • 95.0% - 98.9% Availability: 25% monthly service credit.
  • < 95.0% Availability: 50% monthly service credit or immediate penalty-free termination.

* Service credits are non-cash adjustments applied against subsequent billing cycles upon written request submitted within 15 days.

5. Cumulative Liability Cap

Service credits constitute the sole and exclusive remedy for any downtime. Under no circumstances shall WyvUP be liable for consequential damages, lost profits, or business interruption. Total cumulative liability is strictly capped at the aggregate fees paid by the client over the preceding 3 months.