Service Level Agreement (SLA)
This Draft Service Level Agreement ("SLA") defines the cloud availability commitment, incident response time targets, and service credit remedies provided by [Syntropy AI Global LLC] to subscribed Customers.
1. Monthly Uptime Target ([99.9%]) & Offline-First Continuity
We target [99.9%] monthly uptime for our cloud platform, while our local offline mode keeps your store POS registers and barcode scanners working even if the internet drops.
[Syntropy AI Global LLC] commits to a target Monthly Uptime Percentage of at least `[99.9%]` for core production cloud APIs, webhook listeners, and multi-store web consoles during each calendar month.
Offline-First Edge Continuity: In addition to cloud high availability, Syntropy POS terminals and Lottery Management handheld scanners cache catalogs and pack tables locally on Windows, macOS, iOS, and Android devices so store checkout and shift scans continue uninterrupted during local ISP outages.
2. Incident Severity Levels & Support Response Times
Critical store-stopping outages receive a response within [1 hour] 24/7. High-impact issues are answered within [4 business hours], and general questions within [1 business day].
Support tickets submitted via the administrative console or emailed to support@[yourdomain.com] are triaged according to the following severity matrix:
| Severity Level | Operational Definition | Target Initial Response (Growth) | Target Initial Response (Enterprise) |
|---|---|---|---|
| Severity 1 (Critical) | Production cloud platform unavailable across multiple stores or critical data sync halted with no workaround. | [Within 2 hours] | [Within 1 hour, 24x7x365] |
| Severity 2 (High) | Major product feature degraded or single-store reconciliation/pipeline issue with no immediate workaround. | [Within 6 business hours] | [Within 4 business hours] |
| Severity 3 (Normal) | Minor functional issue, reporting question, or configuration assistance with an available workaround. | [Within 1 business day] | [Within 1 business day] |
| Severity 4 (Low / Enhancement) | General documentation inquiry, cosmetic UI feedback, or product feature request. | [Within 2 business days] | [Within 2 business days] |
3. Service Credits Schedule
If our monthly cloud uptime ever drops below [99.9%], you can request a service credit applied directly to your next invoice based on the table below.
If the Monthly Uptime Percentage for a covered production service falls below `[99.9%]` in a given billing month, Customer may request a Service Credit applied against future subscription invoices in accordance with the following schedule:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee for Affected Module) |
|---|---|
| [99.0% to < 99.9%] | [10% Service Credit Placeholder] |
| [95.0% to < 99.0%] | [25% Service Credit Placeholder] |
| [Less than 95.0%] | [50% Service Credit Placeholder] |
4. Scheduled Maintenance & Standard Exclusions
Scheduled maintenance announced in advance and issues caused by your local internet provider or third-party hardware do not count as cloud downtime.
Downtime does not include unavailability resulting from: (a) scheduled maintenance windows announced at least `[48 hours]` in advance and performed during off-peak retail hours; (b) force majeure events; (c) failures of Customer’s local store ISP, power, or third-party hardware peripherals; or (d) outages of external third-party platforms (such as Meta, TikTok, or external merchant processors). To request a Service Credit, email support@[yourdomain.com] within `[30 days]` of the end of the affected month.