Service Level Agreement

Last updated: June 2, 2026

This Service Level Agreement ("SLA") applies to Hosted Services (SaaS) operated by Reliancy, Inc. where an Order or marketplace listing states that this SLA applies. It supplements the Terms of Service.

If Applicable — Customer-Deployed Offerings: This SLA does not apply to software you run in your own environment (Azure VM, managed application, on-premises). Availability of those deployments is your responsibility unless a separate managed-operations Order says otherwise.

1. Service Availability

"Monthly Uptime Percentage" for a production Hosted Service in a calendar month is: 100% × (Total Minutes − Downtime Minutes) / Total Minutes.

"Downtime" means production unavailability of the core application login or API, excluding Excluded Downtime (Section 3).

Commitment: Reliancy will use commercially reasonable efforts to achieve at least 99.5% Monthly Uptime Percentage for each production Hosted Service covered by this SLA.

2. Service Credits

If Monthly Uptime Percentage falls below the commitment, Controller may request a Service Credit within thirty (30) days after the month ends:

• 99.0% – 99.49% uptime → 10% service credit
• 95.0% – 98.99% uptime → 25% service credit
• Below 95.0% uptime → 50% service credit

(Credits are a percentage of the monthly subscription fee for the affected Hosted Service.)

2.1 Credits are applied to future invoices only, are not cash refunds, and are Controller's sole remedy for failure to meet uptime unless the Terms provide otherwise.

2.2 Maximum credits in any month: 50% of the monthly fee for the affected Hosted Service.

2.3 To request a credit, email info@reliancy.com with tenant/subscription ID, dates/times of outage, and a brief description.

3. Excluded Downtime

Downtime does not include unavailability caused by:

• scheduled maintenance (we will use commercially reasonable efforts to give 48 hours' notice for planned maintenance affecting production);
• emergency maintenance or security response;
• factors outside Reliancy's reasonable control (force majeure, internet or cloud provider outages beyond our service, DNS issues outside our hosting);
• suspension under the Terms (non-payment, abuse, legal requirement);
• Controller's equipment, software, networks, or misuse;
• beta, preview, or non-production environments;
• third-party integrations or identity providers not operated by Reliancy.

4. Support (Summary)

Unless an Order specifies otherwise:

• Critical (production down or severe security incident): initial response within 4 business hours
• High (major feature impaired): 1 business day
• Normal (non-critical defect or question): 2 business days
• Low (general guidance): 3 business days

Support channel: info@reliancy.com (or in-product support if offered). Business hours: Monday–Friday, 9:00–17:00 US Central, excluding US federal holidays.

5. Changes

We may update this SLA by posting a revised version at `/legal/sla`. Material reductions in commitments will not apply retroactively to the current month.

Contact: Reliancy, Inc. — info@reliancy.com

Related documents: Terms of Service · Privacy Policy · Data Processing Addendum