Service Level Agreement

This Service Level Agreement (“SLA”) describes the availability commitment ECYLAA LTD(“Ecylaa”) provides for the Service on eligible plans. It forms part of our Terms of Service.

1. Uptime commitment

We commit to 99.9% monthly uptime for the document and signature API and dashboard, measured per calendar month and excluding the exceptions below.

2. Scheduled maintenance

Planned maintenance is announced at least 48 hours in advance and, where possible, scheduled during low-traffic windows. Announced maintenance does not count against the uptime commitment.

3. Service credits

If we fall short of the committed uptime in a given month, you may request service credits according to the following tiers:

• 99.0% – 99.9%: 10% of that month’s fees.
• 95.0% – 98.99%: 25% of that month’s fees.
• Below 95.0%: 50% of that month’s fees.

Credits are applied to future invoices and are the sole and exclusive remedy for any failure to meet the uptime commitment.

4. Exclusions

The commitment does not apply to downtime caused by:

• announced scheduled maintenance;
• factors outside our reasonable control, including force majeure and third-party network failures;
• your own applications, configurations, or misuse of the Service;
• suspension for breach of the Terms.

5. Claiming credits

To claim a credit, contact contact@ecylaa-pro.com within 30 days of the affected month, including the dates and times of the incident.