Introduction
This Service Level Agreement ("SLA") is a policy governing the use of the Services under the terms of the Pyro Inc. ("Pyro", "we", "us", or "our") Terms of Service and applies separately to each account using the Services. Unless otherwise provided herein, this SLA is subject to the terms of the Terms of Service.
Definitions
The following definitions apply to the SLA:
- Monthly Uptime Percentage: The total number of minutes in a month minus the number of minutes of Unplanned Downtime suffered in a month, divided by the total number of minutes in a month.
- Unplanned Downtime: Any time the Services are inaccessible due to Pyro's fault, excluding Scheduled Maintenance, Force Majeure events, and other exclusions.
- Service Credit: A credit applied to your account if Pyro fails to meet the Monthly Uptime Percentage commitment.
Service Commitment
Pyro is committed to providing a reliable and high-quality hosting service. We will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle.
Service Availability
a. Uptime Commitment: Pyro guarantees that the Services will be available 99.9% of the time in a calendar month ("Service Availability"). Service Availability is calculated as follows:
Service Availability (%) = [(Total Minutes in Month - Total Downtime) / Total Minutes in Month] x 100
b. Downtime: Downtime is defined as the period during which the Services are unavailable due to issues within Pyro's control, excluding scheduled maintenance and other exclusions.
Service Measurement
Service availability is measured using the following criteria:
- Measurement Period: Service availability is measured in five-minute intervals from multiple global monitoring locations.
- Failed State: A service is considered unavailable if more than 50% of monitoring locations report a failed state within the same five-minute interval.
- Response Time: Services must respond within defined thresholds: API requests within 1000ms, web requests within 2000ms.
Exclusions
The SLA does not apply to any performance or availability issues resulting from:
- Scheduled Maintenance: Maintenance periods of which you are notified in advance.
- Customer Misuse: Issues caused by your use of the Services in a manner inconsistent with the documentation or in violation of the Terms of Service.
- Force Majeure Events: Acts of God, war, acts of terrorism, government action, or other events beyond our reasonable control.
Scheduled Maintenance
a. Notification: Scheduled maintenance may be required from time to time to ensure optimal performance of the Services. Pyro will provide at least 24 hours' advance notice for scheduled maintenance via email or through our website.
b. Impact on Availability: Scheduled maintenance periods are excluded from calculations of Service Availability.
Service Credits
If we fail to meet the Monthly Uptime Percentage commitment, you will be eligible to receive a Service Credit as described below:
- Monthly Uptime Percentage less than 99.9% but equal to or greater than 99.0% 10% Service Credit of the monthly fee.
- Monthly Uptime Percentage less than 99.0% 25% Service Credit of the monthly fee.
To receive a Service Credit, you must submit a claim by opening a support ticket within thirty (30) days of the end of the month in which the Monthly Uptime Percentage was not met. The claim must include the dates and times of the Unplanned Downtime.
Credit Eligibility
Service Credits are your sole and exclusive remedy for any performance or availability issues of the Services. The total amount of Service Credits for any month shall not exceed 25% of the monthly fee for the affected Services. Service Credits cannot be exchanged for, or converted to, monetary amounts.
Support Services
Pyro provides customer support to assist you with any issues related to the Services.
a. Support Hours: Support is available 24/7 via email at support@pyro.host.
b. Response Times: We strive to respond to all support inquiries within the following timeframes:
- Critical Issues: Within 1 hour
- Major Issues: Within 4 hours
- Minor Issues: Within 24 hours
c. Definitions:
- Critical Issues: Complete outage or inability to access the Services.
- Major Issues: Significant impairment of the Services affecting a majority of users.
- Minor Issues: General inquiries or issues affecting a small number of users.
Customer Responsibilities
To ensure optimal performance and availability of the Services, you agree to:
- Compliance: Comply with the Terms of Service, Acceptable Use Policy, and any other applicable policies.
- Maintenance: Keep your account information current and secure, including updating contact and billing information.
- Cooperation: Provide timely and accurate information to assist Pyro in diagnosing and resolving issues.
Modifications to this SLA
We reserve the right to change the terms of this SLA in accordance with the Terms of Service. It is your responsibility to review the SLA periodically for changes.
Contact Information
For any questions or concerns regarding this Service Level Agreement, please contact us at:
Email: support@pyro.host
Pyro Inc.
16192 Coastal Highway
Lewes, Delaware 19958
United States