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Service Level Agreement

Last Updated: March 7, 2025

1. Service Commitment

Qlynix commits to maintaining a Monthly Uptime Percentage of 99.5% for all active Bot services. "Uptime" refers to the time during which your Bot is operational and responding to user queries.

2. Service Credits

If we fail to meet the 99.5% uptime commitment, you are eligible for service credits as follows:

Monthly Uptime	Service Credit
99.0% - 99.49%	10% of monthly fee
95.0% - 98.99%	25% of monthly fee
90.0% - 94.99%	50% of monthly fee
Below 90%	100% of monthly fee

3. Exclusions

Downtime does not include:

• Scheduled maintenance (with 48 hours notice)
• Emergency maintenance (with best-effort notice)
• Issues caused by your configuration changes
• Third-party service failures beyond our control (hosting providers, AI APIs)
• Force majeure events (natural disasters, internet backbone failures)
• Suspension due to Terms of Service violations

4. Support Response Times

Severity	Definition	Response Time
Critical	Bot completely non-functional	4 hours
High	Major functionality impaired	8 hours
Medium	Minor functionality issues	24 hours
Low	General questions, feature requests	48 hours

5. Credit Request Process

To request a service credit, you must:

• Submit a request within 30 days of the incident
• Include specific dates, times, and description of the outage
• Send to hello@qlynix.com

Credits will be applied to your next invoice. Maximum credit per month is 100% of monthly fees. Credits are not transferable or refundable as cash.

6. Limitations

This SLA is your sole remedy for service unavailability. The maximum liability under this SLA is limited to one month of service fees.

7. Updates

We may update this SLA with 30 days notice. Continued use constitutes acceptance of the updated terms.

8. Contact

For SLA-related inquiries, contact us at hello@qlynix.com.