Service Level Agreement
Last updated: 2026-05-21
1. Uptime commitment
Klyrix targets 99.9% monthly uptime for the management platform’s control plane and authenticated user interface, measured against the calendar month.
2. Aspirational target
Internally we aim for 99.99%; we do not commit to that figure contractually at the general-availability tier. Enterprise customers may negotiate a higher SLA — see section 8.
3. Calculation
Uptime = (total minutes in the month − downtime minutes) ÷ total minutes in the month. Downtime is defined as three or more consecutive failed health-probe samples (i.e. at least three consecutive minutes unavailable). Planned maintenance announced at least 72 hours in advance is excluded from the calculation.
4. Credit table
| Achieved monthly uptime | Service credit |
|---|---|
| < 99.9% but >= 99.0% | 10% of monthly fee |
| < 99.0% but >= 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
5. Credit application
Credits are applied to the customer’s next monthly invoice. They are not refundable as cash and are the customer’s sole and exclusive remedy for unavailability.
6. Claim procedure
To claim a credit, email support@klyrix.com within 30 days of the incident with the impacted month, observed downtime windows, and any supporting evidence. We verify against our internal monitoring and respond within ten business days.
7. Exclusions
- Customer-cloud (bring-your-own infrastructure) downtime — Klyrix manages the control plane only; the underlying compute / storage / network is the customer’s responsibility and not covered by this SLA.
- Force majeure (per the Terms, section 15).
- Customer-induced outages — for example, DDoS originating from the customer’s own account, API misuse, mis-configuration, or exhaustion of plan quotas.
- Scheduled maintenance announced 72 hours in advance.
- Beta or labeled-preview features.
8. Premium SLA (Enterprise)
Enterprise customers may negotiate 99.95% monthly uptime with a 4-hour P0 response commitment under a separately signed order form. Contact sales@klyrix.com for details.
9. Severity & response times
| Severity | Initial response | Update cadence |
|---|---|---|
| P0 — Critical (service unavailable, data at risk) | 1 hour | hourly |
| P1 — High (major feature broken; workaround difficult) | 4 hours | every 4 hours |
| P2 — Medium (minor feature affected; workaround exists) | 24 hours | every 24 hours |
| P3 — Low (cosmetic, question, feature request) | 72 hours | as needed |
Live operational status: /status.