Service Level Agreement

1. Übersicht

VynCo is committed to providing a reliable, high-performance Swiss corporate intelligence platform. This SLA defines our uptime commitments, the service credits available when we fall short, and the support response times for each subscription tier.

2. Definitionen

• “Downtime” means a period during which the VynCo API (api.vynco.ch) returns server errors (HTTP 5xx) or is unreachable for more than 3 consecutive minutes, as measured by our external monitoring system.
• “Monthly Uptime Percentage” means (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100.
• “Service Credit” means a credit applied to future invoices as compensation for unmet uptime commitments.
• “Covered Services” means the VynCo REST API (api.vynco.ch/v1/*) and the VynCo Dashboard (dashboard.vynco.ch).

3. Verfügbarkeitsverpflichtung

VynCo commits to the following Monthly Uptime Percentages based on your Subscription Tier:

Enterprise customers may negotiate higher uptime commitments (up to 99.99%) as part of their custom agreement.

4. Service-Credits

If VynCo fails to meet the uptime commitment for your tier in a given calendar month, you are eligible for Service Credits calculated as follows:

Example: A Team tier customer ($199/mo) with a 99.9% SLA experiences 99.75% uptime (0.15% below SLA). The service credit is 20% of $199 = $39.80, applied to the next invoice.

Service Credits are capped at 50% of the monthly subscription fee for the affected month. Credits are not redeemable for cash and cannot be transferred.

5. Messmethodik

1. Uptime is measured using external synthetic monitoring probes that make HTTPS requests to the VynCo API health endpoint (GET /v1/health) at 60-second intervals from multiple geographic regions.
2. A monitoring probe failure is recorded when the health endpoint returns a non-2xx response or fails to respond within 10 seconds.
3. Downtime begins when 2 or more monitoring regions simultaneously report failures for 3 or more consecutive minutes.
4. Downtime ends when the health endpoint returns a 2xx response from all monitoring regions for 2 consecutive checks.
5. Uptime data is available to customers through the VynCo status page at status.vynco.ch.

6. Ausschlüsse

The following events are excluded from Downtime calculations and do not qualify for Service Credits:

1. Scheduled Maintenance. Pre-announced maintenance windows (see Section 9).
2. Force Majeure. Events beyond VynCo's reasonable control, including natural disasters, government actions, pandemic, war, terrorism, or widespread internet outages.
3. Customer-Caused Issues. Outages resulting from the customer's equipment, software, network connectivity, or misuse of the Service.
4. Rate Limiting. Requests rejected due to exceeding documented rate limits (HTTP 429 responses).
5. Beta/Preview Features. Features explicitly marked as beta, preview, or experimental.
6. Third-Party Outages. Outages of third-party services (e.g., Stripe payment processing) that do not affect core data generation functionality.

7. Support-Reaktionszeiten

VynCo provides tiered support with the following target response times:

Response times are measured during business hours (Monday-Friday, 9:00 AM - 6:00 PM ET) for Developer and Team tiers, and 24/7 for Scale and Enterprise tiers for P1 and P2 severity issues. Enterprise customers receive a dedicated support channel and named account engineer.

8. Vorfallkommunikation

1. Status Page. VynCo maintains a public status page at status.vynco.ch with real-time service status and historical uptime data.
2. Incident Notification. For P1 (Critical) incidents, VynCo will post an initial update to the status page within 15 minutes of detection and provide updates every 30 minutes until resolution.
3. Email Notification. Customers subscribed to status notifications will receive email updates for P1 and P2 incidents.
4. Post-Incident Report. For any P1 incident lasting more than 15 minutes, VynCo will publish a Root Cause Analysis (RCA) within 5 business days, including:
   • Timeline of the incident
   • Root cause identification
   • Impact assessment (affected services, users, duration)
   • Remediation steps taken
   • Preventive measures to avoid recurrence
5. Enterprise Communication. Enterprise customers receive direct notification via their dedicated support channel and account engineer for all P1 and P2 incidents.

9. Geplante Wartung

1. VynCo performs scheduled maintenance during low-traffic windows, typically Wednesdays 2:00 AM - 6:00 AM ET.
2. Scheduled maintenance will be announced at least 72 hours in advance via the status page and email notification.
3. VynCo targets zero-downtime deployments using rolling updates. In the rare event that maintenance requires downtime, the expected duration will be communicated in the maintenance notice.
4. Emergency maintenance (security patches, critical bug fixes) may be performed outside scheduled windows with as much advance notice as reasonably practicable.

10. Credit-Antragsprozess

1. To request a Service Credit, submit a claim via email to support@vynco.ch or through the dashboard support portal within 30 days of the end of the month in which the Downtime occurred.
2. The claim must include: your account ID, the date(s) and approximate times of the Downtime, and a brief description of the impact.
3. VynCo will review the claim against our monitoring data and respond within 10 business days. If the claim is validated, the Service Credit will be applied to the next invoice.
4. Claims not submitted within the 30-day window are forfeited.

11. Ausschliessliches Rechtsmittel

Service Credits as described in this SLA are your sole and exclusive remedy for any failure by VynCo to meet the uptime commitments. This SLA does not create any additional warranties or modify the limitation of liability set forth in the Terms of Service.