Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") is incorporated into the agreement between VRLY Ventures LLC, d/b/a Lyynx ("Company," "we," "us") and you ("Customer," "you") for the Lyynx customer reference management platform (the "Services").

This SLA describes our service level commitments and your remedies in the event we fail to meet these commitments.

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining the following Monthly Uptime Percentage for the Services:

2.2 Calculating Uptime

Monthly Uptime Percentage is calculated as:

((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100

Downtime means the Services are unavailable or materially impaired, excluding:

• Scheduled maintenance (with at least 48 hours advance notice)
• Emergency maintenance required for security or stability
• Factors outside our reasonable control (see Section 5)
• Issues caused by your systems, network, or third-party services
• Actions or inactions by you or your authorized users

3. Service Credits

3.1 Credit Amounts

If we fail to meet the Monthly Uptime Commitment, you may be eligible for Service Credits:

3.2 Credit Limitations

• Service Credits are your sole and exclusive remedy for any failure to meet this SLA
• Maximum Service Credits in any month shall not exceed 50% of your monthly fee
• Service Credits are applied to future invoices and have no cash value
• Unused Service Credits expire upon termination of the agreement

3.3 Requesting Credits

To receive Service Credits, you must:

1. Submit a request to support@lyynx.com within 30 days of the incident
2. Include your account information and dates/times of the unavailability
3. Provide reasonable evidence of the impact on your use of the Services

We will review your request and respond within 10 business days.

4. Support Services

4.1 Support Channels

4.2 Response Times

Response times are measured during business hours (Monday-Friday, 9 AM - 6 PM Eastern Time), except for Critical issues which are 24/7.

4.3 Resolution Targets

While we strive to resolve issues as quickly as possible, resolution times depend on the complexity of the issue. We commit to:

• Providing regular updates on issue status
• Escalating issues that exceed normal resolution times
• Offering workarounds when immediate resolution is not possible

5. Exclusions

This SLA does not apply to:

• Force Majeure: Events beyond our reasonable control, including natural disasters, war, terrorism, government actions, labor disputes, or internet infrastructure failures
• Scheduled Maintenance: Planned maintenance windows communicated at least 48 hours in advance
• Beta/Preview Features: Features labeled as beta, preview, or experimental
• Free/Trial Accounts: Accounts not on a paid subscription plan
• Customer Actions: Issues caused by your misuse, misconfiguration, or violation of the Terms of Service
• Third-Party Services: Outages or issues with third-party integrations not provided by us
• Account Suspension: Downtime resulting from suspension due to non-payment or Terms of Service violations

6. Maintenance

6.1 Scheduled Maintenance

• We perform scheduled maintenance during low-usage periods when possible
• You will receive at least 48 hours advance notice for planned maintenance
• We target maintenance windows outside of US business hours

6.2 Emergency Maintenance

• Emergency maintenance may be performed without advance notice when required for security or stability
• We will notify you as soon as practicable of emergency maintenance
• Emergency maintenance will be performed as quickly as possible to minimize disruption

7. Data Protection

7.1 Backups

• Automated daily backups of all customer data
• Point-in-time recovery capability
• Backups stored in geographically separate locations
• Backup retention for 30 days

7.2 Disaster Recovery

• Recovery Time Objective (RTO): 4 hours
• Recovery Point Objective (RPO): 24 hours
• Regular disaster recovery testing

8. Reporting

Upon request, we will provide:

• Monthly uptime reports for your account
• Incident reports for any outages affecting your service
• Root cause analysis for significant incidents

Reports can be requested by emailing support@lyynx.com.

9. SLA Modifications

We may modify this SLA from time to time. Changes will be posted to this page with an updated "Last Updated" date. Material changes that adversely affect your rights will be communicated via email at least 30 days before taking effect.

Continued use of the Services after modifications constitutes acceptance of the updated SLA.

10. Contact Us

For questions about this SLA or to report service issues: