Service Level Agreement
This Service Level Agreement ("SLA") is part of the Terms & Conditions between you and Haijahr Ltd and sets out our commitments for the availability and support of Lysander.
1. Scope
This SLA applies to customers on a paid Business plan. Free plans are provided "as is" without a service-level commitment, although we aim to provide a reliable service to everyone.
2. Definitions
- "Monthly Uptime Percentage" — the total minutes in a calendar month, minus minutes of Downtime, divided by the total minutes in that month, expressed as a percentage.
- "Downtime" — a period in which the core Lysander application is unavailable to authenticated users, excluding the events in section 5.
- "Service Credit" — a credit against a future invoice, calculated under section 7.
3. Availability Commitment
We will use commercially reasonable efforts to make Lysander available with a Monthly Uptime Percentage of at least 99.5%.
4. Scheduled Maintenance
From time to time we need to perform maintenance. Where practical, we will carry out planned maintenance outside UK business hours and give at least 48 hours' notice for maintenance expected to cause Downtime. Scheduled maintenance with notice does not count as Downtime.
5. Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance notified under section 4;
- factors outside our reasonable control, including force majeure and failures of the public internet or third-party infrastructure beyond our environment;
- your equipment, software, network connection or misconfiguration;
- your breach of the Terms, or suspension for non-payment;
- emergency maintenance required to protect security or data integrity.
6. Support Response Targets
We provide support by email during UK business hours (Monday–Friday, 9am–5pm UK time, excluding public holidays). We aim to respond within the following targets:
| Priority | Description | Target first response |
|---|---|---|
| P1 — Critical | Service is down or unusable for most users. | Within 4 business hours |
| P2 — Major | A key feature is significantly impaired with no reasonable workaround. | Within 1 business day |
| P3 — Minor | A minor issue or a question; a workaround exists. | Within 2 business days |
Response targets relate to our first response, not to resolution time.
7. Service Credits
If we fail to meet the availability commitment in a calendar month, you may be eligible for a Service Credit calculated as a percentage of that month's fee for the affected service:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% to < 99.5% | 10% |
| 95.0% to < 99.0% | 25% |
| Below 95.0% | 50% |
Service Credits are your sole and exclusive remedy for any failure to meet this SLA. Credits are applied to future invoices, are not refundable as cash, and in aggregate will not exceed the fees paid for the affected month.
8. Claiming Credits
To claim a Service Credit, email hello@haijahr.com within 30 days of the end of the month in which the Downtime occurred, with the dates and times of the Downtime. We will validate the claim against our monitoring records.
9. Changes
We may update this SLA from time to time. Material changes that reduce our commitments will be notified in advance in line with the Terms & Conditions.