Legal
Service Level Agreement
Applicable to Enterprise Plans
This Service Level Agreement ("SLA") details the uptime guarantees and support response times for the BEYTECH Cloud Platform.
1. Uptime Commitment
BEYTECH guarantees a Monthly Uptime Percentage of at least 99.9% for the core RTLS processing engine and API services.
Service Credits
- 99.0% – < 99.9%: 10% Credit
- 95.0% – < 99.0%: 25% Credit
- < 95.0%: 50% Credit
2. Support Response Times
We prioritize support tickets based on severity. Response times are defined as follows for Enterprise customers:
| Severity | Definition | Response Time |
|---|---|---|
| Critical (P1) | Production system down, critical business impact. | 1 Hour (24/7) |
| High (P2) | Major functionality impaired, no workaround. | 4 Hours |
| Normal (P3) | Minor issue, workaround available. | 1 Business Day |
3. Scheduled Maintenance
We will provide at least 48 hours notice for scheduled maintenance that requires downtime. Scheduled maintenance is excluded from Uptime calculations.