1. Scope

This Service Level Agreement ("SLA") forms part of the Terms of Service between you ("Customer") and Wytness ("we", "us"). It sets out the availability commitment for the Wytness platform and the service credits available to you if we do not meet that commitment. This SLA applies only to paid plans during periods of active subscription.

2. Service Commitment

We commit to the following Monthly Uptime Percentage for each plan:

3. Definitions

• "Covered Service" means the Wytness ingest API and the Wytness dashboard ( api.wytness.ai and app.wytness.ai ).
• "Monthly Uptime Percentage" means: (Total Minutes in Month – Downtime) / Total Minutes in Month × 100, rounded to two decimal places.
• "Downtime" means a period of five or more consecutive minutes during which the Covered Service returns server errors (HTTP 5xx) on more than fifty percent of well-formed requests, excluding any Excluded Periods.
• "Excluded Period" has the meaning given in Section 6.
• "Service Credit" means the credit calculated under Section 4 and applied to your next invoice.

4. Service Credits

If the Monthly Uptime Percentage for a calendar month falls below the commitment for your plan, you are eligible for a Service Credit calculated as a percentage of the monthly fee actually paid for that month:

Service Credits are issued as a credit against future invoices, not as cash refunds. Where the Customer's subscription is fulfilled through a cloud marketplace or a manual invoicing arrangement, Service Credits are applied to the next available invoice in that channel. Service Credits expire if not used within twelve months of issue or on termination of the Service, whichever is sooner.

5. How to Claim

To receive a Service Credit, the Customer must submit a claim within thirty days of the end of the calendar month in which the Downtime occurred. Claims should be sent to support@wytness.ai with the subject line "SLA Claim" and include:

• The organisation name and Wytness account email
• The calendar month for which the claim is made
• The dates and times of the affected periods, in UTC
• Any supporting evidence the Customer relies on (request identifiers, error responses, screenshots from /status)

We will respond within ten business days. If the claim is valid, the Service Credit will be applied to the next available invoice. Failure to submit a claim within thirty days waives the Customer's right to a Service Credit for that month.

6. Excluded Periods

The Service Commitment does not apply to, and Service Credits are not available for, unavailability arising from:

• Scheduled maintenance announced at least seventy-two hours in advance via /status or by email
• Emergency maintenance reasonably required to address a security or stability issue
• Force majeure events, including events outside our reasonable control as defined in the Terms of Service
• Customer-caused issues, including misconfiguration, exceeded plan limits, exhausted retries, expired or revoked API keys, or use that breaches the Acceptable Use Policy
• Failures of third-party services the Customer connects to the platform (SIEM endpoints, marketplace billing providers, customer-hosted storage on the Business plan, identity providers)
• Issues with internet connectivity, DNS, or services outside the Wytness production network
• Beta or preview features clearly marked as such
• Suspension or termination of the Service in accordance with the Terms of Service

7. Measurement

Monthly Uptime Percentage is measured by Wytness from independent monitoring of the Covered Service endpoints. Customers may corroborate measurements with their own monitoring; in the event of a discrepancy, Wytness's measurements will be authoritative, save for manifest error. Per-component health is published in real time at /status.

8. Sole Remedy

The Service Credits described in this SLA are the Customer's sole and exclusive remedy for any failure to meet the Service Commitment. The total Service Credits issued in any calendar month will not exceed one hundred percent of the monthly fee paid for that month. Nothing in this SLA limits liability that cannot be limited by applicable law.

9. Changes

We may update this SLA from time to time. Changes that materially reduce the Service Commitment or the Service Credits will not take effect until the start of the Customer's next renewal term, and we will provide at least thirty days' notice of any such change.

10. Contact

For SLA-related enquiries, claims, or to request the SLA in a countersigned form, contact support@wytness.ai.