Service Level Agreement
Uptime, support, and credits for Prestige subscribers. Effective June 2026.
Purpose and scope
This Service Level Agreement (SLA) defines uptime commitments, support response standards, incident classification, service credits, and escalation for YLÄUXI Prestige subscribers on managed dedicated infrastructure.
It is incorporated by reference into the Terms of Service. It does not apply to Solo, Elevate, Command, or Sovereign tiers, self hosted deployments, or Enterprise agreements unless expressly stated in your Enterprise contract.
Uptime commitment
Monthly target
YLÄUXI commits to 99.5% monthly uptime for Prestige instances.
Monthly uptime = ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100
Downtime means your instance is unreachable via HTTPS, returns persistent 5xx errors, or the authentication layer prevents all team access for five or more consecutive minutes, as verified by YLÄUXI monitoring.
Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance communicated at least 72 hours in advance
- Downtime caused by your configurations, custom code, or third party integrations you enabled
- Force majeure, including natural disasters, government action, or internet backbone failures outside YLÄUXI control
- Outages in third party services such as Stripe or email delivery providers outside YLÄUXI infrastructure
- The first 30 days of a new Prestige instance (provisioning and configuration period)
Scheduled maintenance
Maintenance runs during low-traffic windows, typically 2:00am to 5:00am Eastern Time. You receive at least 72 hours advance notice by email for maintenance expected to cause more than 15 minutes of downtime.
Support response standards
Named account contact
Each Prestige subscriber is assigned a named account contact during onboarding. This person is your direct point of contact for issues, questions, and escalations.
Response commitments
| Severity | Definition | First response | Resolution target |
|---|---|---|---|
| P1 Critical | Service unavailable or data loss occurring | 1 hour | 4 hours |
| P2 High | Core feature unavailable, significant business impact | 4 hours | 24 hours |
| P3 Medium | Non-critical feature impaired, workaround available | 8 hours (business hours) | 72 hours |
| P4 Low | Minor issue, cosmetic, or general inquiry | 24 hours (business hours) | Best effort |
Business hours are Monday through Friday, 9:00am to 6:00pm Eastern Time, excluding US public holidays. P1 and P2 issues are supported outside business hours via the emergency contact provided at onboarding.
How to raise an issue
- P1 and P2: contact your named account contact on the emergency line provided at onboarding
- P3 and P4: email hello@ylauxi.com with severity in the subject line
For P1 incidents, YLÄUXI provides status updates at least every 30 minutes until the incident is resolved or downgraded.
Incident classification
P1 — Critical
- Complete service unavailability
- Data loss or confirmed data corruption
- Security breach affecting subscriber data
- All agent operations non-functional
P2 — High
- Core module unavailable (Commerce, CRM, Email, CMS)
- Agent generation failing across all categories
- VAULT inaccessible
- Authentication failures preventing team access
P3 — Medium
- Individual module degraded but functional
- Single agent category failing while others operate
- MUSE generation delayed beyond 10 minutes per request
- Reporting and analytics unavailable
P4 — Low
- Minor UI issues or display errors
- Non-critical feature behaving unexpectedly
- General how-to or configuration questions
- Feature requests
Service credits
Credit structure
If monthly uptime falls below 99.5%, you are entitled to credits on your following invoice:
| Monthly uptime | Credit on next invoice |
|---|---|
| 99.0% to 99.4% | 10% of monthly subscription fee |
| 98.0% to 98.9% | 20% of monthly subscription fee |
| 95.0% to 97.9% | 30% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Limitations
- Service credits are the sole remedy for uptime failures under this SLA
- Credits are not issued as cash and cannot apply to add-on purchases
- Maximum credit in any month is 50% of the monthly Prestige subscription fee
- Credits are forfeited if your account is in arrears at the time of the incident
Credit treatment on cancellation is defined in the Refund Policy.
How to claim credits
Submit a claim to hello@ylauxi.com within 14 days of the end of the affected billing month. Include outage dates and duration. YLÄUXI verifies against internal monitoring and confirms or adjusts the credit within 10 business days.
Escalation path
If a P1 or P2 issue is not resolved within the target time:
- Level 1Named account contact (immediate)
- Level 2YLÄUXI operations lead, engaged if the resolution target is breached
- Level 3YLÄUXI principal, engaged if Level 2 is not achieved within 2 hours
You may request escalation at any time by notifying your named account contact.
Monitoring and reporting
Uptime monitoring
YLÄUXI monitors Prestige instances continuously. Uptime data is logged and available on request.
Monthly report
Prestige subscribers receive a monthly infrastructure report within 5 business days of each calendar month end. Reports include:
- Uptime percentage for the preceding month
- Incidents, classification, and resolution times
- Scheduled maintenance completed
- Service credits issued
Dedicated infrastructure
Prestige runs on infrastructure isolated from other YLÄUXI subscribers:
- No shared compute or storage with other subscribers
- Independent database environment
- Isolated network configuration
- Daily backups retained for 30 days
Backup restoration requests are handled as P2 incidents when data recovery is required due to platform failure.
SLA review and updates
YLÄUXI may update this SLA with 30 days written notice to active Prestige subscribers. Updates are not retroactive. If you disagree with an update, you may terminate before the effective date and receive a prorated refund for the unused portion of your current billing cycle.
Contact
Prestige support: named account contact and emergency line provided at onboarding.
General and P3/P4: hello@ylauxi.com or the Contact page.
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