Service Level Agreement
Last updated: May 6, 2026
This Service Level Agreement ("SLA") is part of the Terms of Service between VynCo and the customer and is governed by Swiss law. It applies to paid Subscription Tiers only (Basic and Professional, and Enterprise add-on contracts where separately agreed). The Free tier is not covered by this SLA.
Public Beta Notice
VynCo is currently in public beta. This SLA describes our target commitments and will take effect at general availability. During the public beta period, service levels may differ from those described below.
1. Overview
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. Definitions
"Downtime" means a period during which the VynCo API returns server errors (HTTP 5xx) or is unreachable for more than 3 consecutive minutes. "Monthly Uptime Percentage" means (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 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.
3. Uptime Commitment
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.
| Subscription Tier | Target Monthly Uptime (post-GA) | Max Monthly Downtime |
|---|---|---|
| Starter | 99.9% | ~43 minutes |
| Professional | 99.95% | ~22 minutes |
| Enterprise | 99.95% | ~22 minutes |
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. 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.
| Uptime Shortfall | Service Credit (% of Monthly Fee) |
|---|---|
| 0.01% - 0.09% below SLA | 10% |
| 0.10% - 0.19% below SLA | 20% |
| 0.20% - 0.49% below SLA | 30% |
| 0.50% - 0.99% below SLA | 40% |
| 1.00% or more below SLA | 50% |
5. Measurement Methodology
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. Uptime data is available through the VynCo status page at status.vynco.ch.
6. Exclusions
The following events are excluded from Downtime calculations: Scheduled Maintenance (pre-announced maintenance windows), Force Majeure (events beyond VynCo's reasonable control), Customer-Caused Issues (outages resulting from customer equipment or misuse), Rate Limiting (requests rejected due to exceeding documented rate limits), Beta/Preview Features, and Third-Party Outages.
7. Support Response Times
VynCo provides tiered support with the following target response times. Response times are measured during business hours (Monday–Friday, 08:00–18:00 CET) for Starter and Professional tiers, and 24/7 for Enterprise tier P1 and P2 severity issues.
| Severity | Description | Starter | Professional | Enterprise |
|---|---|---|---|---|
| P1 - Critical | Service completely unavailable | 4 hours | 2 hours | 30 min |
| P2 - High | Major feature degraded | 8 hours | 4 hours | 1 hour |
| P3 - Medium | Minor feature issue, workaround available | 24 hours | 12 hours | 4 hours |
| P4 - Low | General question or feature request | 48 hours | 24 hours | 8 hours |
8. Incident Communication
VynCo maintains a public status page at status.vynco.ch with real-time service status and historical uptime data. For P1 incidents, VynCo will post an initial update within 15 minutes of detection and provide updates every 30 minutes until resolution. For any P1 incident lasting more than 15 minutes, VynCo will publish a Root Cause Analysis (RCA) within 5 business days.
9. Scheduled Maintenance
VynCo performs scheduled maintenance during low-traffic windows, typically Sundays 02:00–06:00 CET. Scheduled maintenance will be announced at least 72 hours in advance. Emergency maintenance may be performed outside scheduled windows with as much advance notice as reasonably practicable.
10. Credit Claim Process
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. VynCo will review the claim against our monitoring data and respond within 10 business days.
11. Sole Remedy
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.
SLA Questions
For questions about this SLA or to discuss Enterprise-grade commitments, contact: support@vynco.ch
See also: Terms of Service | Privacy Policy | Data Processing Agreement