Service Level Agreement

This Service Level Agreement (“SLA”) describes the availability and support commitments for the yeSync service.

1. Service Availability

We aim to provide a monthly uptime of 99.5% excluding scheduled maintenance.

2. Maintenance

Planned maintenance may occur periodically and may temporarily affect service availability.

3. Support

Support requests may be submitted via:

4. Response Targets

Severity Example Target Response
Critical Synchronization failure affecting multiple stores 4 hours
High Partial functionality issues 1 business day
Normal General support request 2 business days

5. Exclusions

This SLA does not apply to downtime caused by: