Service Level Agreement (SLA)

1. Scope

1.1 This SLA applies to all customers with an active Unylo subscription.

1.2 Any enhanced service levels, bespoke support arrangements, or enterprise-specific commitments apply only if expressly agreed in writing.

2. Service Availability Commitment

2.1 Availability Target

Unylo commits to a monthly service availability target of 99.9% (the “Availability Commitment”). Availability is measured on a calendar-month basis.

2.2 Definition of Availability

“Availability” means the percentage of time in a calendar month during which the Unylo Platform is available and accessible to users, excluding permitted downtime.

Availability is calculated as:
(Total minutes in month − Downtime) ÷ Total minutes in month × 100

2.3 Downtime

“Downtime” means a complete loss of access to the core Platform functionality for all users. Downtime does not include partial degradation, reduced performance, or issues affecting only individual users.

3. Exclusions from Availability Calculations

The following are excluded from Availability calculations:

Scheduled maintenance (Section 4)
Emergency maintenance
Force majeure events
Internet, ISP, or network issues outside Unylo’s control
Customer-side misconfiguration or misuse
Issues caused by third-party services or integrations
Beta, preview, or experimental features
Security-related suspension necessary to protect the Platform or data

4. Scheduled Maintenance

4.1 Maintenance Windows

Unylo may perform scheduled maintenance to maintain and improve the Platform.

Scheduled maintenance will, where practicable, be carried out outside normal business hours
Reasonable advance notice will be given where possible

4.2 Emergency Maintenance

Emergency maintenance may be carried out without prior notice where required to address security, stability, or operational risks.

5. Support Services

5.1 Support Channels

Support requests may be submitted via the designated support channels available within the Platform or via official Unylo support contact details.

5.2 Incident Severity Levels & Response Targets

Response times represent initial acknowledgement, not resolution time.

Critical: Platform unavailable for all users — Within 4 business hours
High: Major functionality severely impacted — Within 1 business day
Medium: Partial functionality affected — Within 2 business days
Low: Minor issues, questions, or requests — Within 3 business days

6. Incident Management & Communication

Unylo will use commercially reasonable efforts to promptly investigate and resolve incidents
For significant service disruptions, Unylo may provide updates via the Platform or other channels
Resolution timelines depend on incident complexity and external dependencies

7. Service Credits

7.1 Eligibility

If Unylo fails to meet the Availability Commitment in a calendar month, eligible customers may request service credits under this SLA.

Service credits:

Are applied as credits towards future subscription fees
Are not cash refunds
Are the customer’s sole and exclusive remedy for failure to meet availability commitments

7.2 Service Credit Schedule

≥ 99.9%: No credit
99.0% – < 99.9%: 5% of monthly subscription fee
< 99.0%: 10% of monthly subscription fee

Total service credits in any calendar month shall not exceed 10% of the applicable monthly subscription fee.

7.3 Claim Process

To request a service credit, the customer must:

Submit a written request within 30 days of the affected month
Include reasonable details of the incident

Unylo will review and apply approved credits in the next billing cycle.

8. Customer Responsibilities

Customers are responsible for:

Maintaining appropriate internet connectivity
Ensuring correct configuration and authorised use
Using the Platform in accordance with the Terms of Service
Promptly reporting incidents through designated channels

9. Third-Party Services

The Platform relies on third-party infrastructure and services, including cloud hosting providers. Availability commitments under this SLA apply at the Unylo application layer and are independent of any third-party SLAs. Unylo does not guarantee the availability of third-party services.

10. Changes to This SLA

Unylo may update this SLA from time to time. Material changes will be published on the Unylo website or Platform and will take effect from the next subscription renewal period.

11. Governing Law

This SLA is governed by the laws of England and Wales.

12. Contact

For SLA-related enquiries:
📧 legal@unylo.com