Service Level Agreement (SLA)

Effective Date: June 2025

1. Uptime Commitment

SkyL4rk guarantees 99.9% uptime for all xCrypt services, excluding planned maintenance (with 24-hour notice).

2. Support Tiers

• Starter: Email support during business hours (9am–5pm)
• Professional: Priority email + live chat (response in 4 business hours)
• Enterprise: Dedicated manager, phone support, 2-hour critical response

3. Incident Handling

Service-affecting incidents are logged and resolved per severity. Updates are shared via status page or direct email.

4. Service Credits

If uptime drops below 99.9% for a calendar month, clients may request 5% credit on their next bill per affected service.

5. Exclusions

Issues caused by third-party providers, client misuse, or force majeure events are not covered.