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TyriaCore Service Level Agreement (SLA)

Monthly 99.5% availability target, exclusions, and service credit process.

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TyriaCore Service Level Agreement (SLA)

Last Updated: February 20, 2026

This Service Level Agreement ("SLA") describes the monthly availability target and service credit process for the Platform.

This SLA is incorporated by reference into the Agreement between Provider and Customer to the extent referenced in an Order Form or otherwise incorporated into the Agreement.

Order of precedence. If there is a conflict between this SLA and the Agreement (or an Order Form, SOW, DPA, or BAA), the order of precedence in the Agreement controls.

Sole remedy. Service credits (if any) are Customer's sole and exclusive monetary remedy for failure to meet the Availability Target, as further described below.

1. Availability Target

Subject to this SLA, Provider will use commercially reasonable efforts to make the Platform available 99.5% of the time in each calendar month (the "Availability Target").

1.1 Availability Calculation

Availability for a calendar month is calculated as:

(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month

"Downtime" means the total number of minutes during the calendar month that the Platform is unavailable, excluding Permitted Downtime.

The Platform is considered "available" if Customer's Authorized Users can access and use the Core Functionality. Unavailability, interruption, or degradation of Beta Services or AI Features, standing alone, does not constitute Downtime.

2. Permitted Downtime (Excluded)

Availability excludes the following (collectively, "Permitted Downtime"): (a) Scheduled Maintenance and Emergency Maintenance (Section 3); (b) Force Majeure events; (c) unavailability caused by or attributable to Customer or Authorized Users, including Customer systems, networks, configurations, Customer Data, or misuse; (d) unavailability caused solely by Customer-managed integrations, Customer-managed APIs, or Third-Party Services that Customer enables, selects, configures, or provides credentials for; and (e) widespread cloud provider outages or internet backbone/telecommunications failures outside Provider's reasonable control.

For clarity, unavailability resulting from Provider's systems, software defects, configuration errors, deployment actions, vendor outages within Provider's production stack, or capacity shortfalls is not Permitted Downtime unless it qualifies as a widespread cloud provider outage.

3. Maintenance

Provider may perform:

  • Scheduled Maintenance during low-usage hours with reasonable advance notice where practicable; and
  • Emergency Maintenance as reasonably necessary to address security vulnerabilities, stability issues, or material operational risks, with notice where practicable.

4. Service Credits (Availability Target Failures Only)

If Availability for a calendar month falls below the Availability Target solely due to a Service Availability Failure, Customer may request a service credit as follows:

  • Availability < 99.5% and >= 99.0%: credit of 5% of the Monthly Subscription Fees for the affected month
  • Availability < 99.0% and >= 98.0%: credit of 10% of the Monthly Subscription Fees for the affected month
  • Availability < 98.0%: credit of 15% of the Monthly Subscription Fees for the affected month

Credits:

  • apply only to Monthly Subscription Fees for the affected month; and
  • exclude Professional Services, usage-based fees, taxes, and processing fees.

Provider will determine, acting reasonably and in good faith, whether an outage constitutes a Service Availability Failure eligible for service credits.

4.1 Request Process

To receive a credit, Customer must email contracts@tyria.app within 30 days after the end of the affected calendar month and include information reasonably sufficient to validate the claim.

Approved credits will be applied against a future invoice.

5. Exclusions (Beta Services and AI Features)

Unless an Order Form expressly states otherwise, this SLA (including the Availability Target and service credits) does not apply to Beta Services or AI Features.

6. Changes

Provider may update this SLA by posting a revised version and updating the "Last Updated" date. If incorporated into the Agreement, changes apply as described in the Agreement's policy change terms.

7. Contact

Questions about this SLA: support@tyria.app