Loyalty Service Level Agreement (SLA)

1. Service Availability

We aim for the Service to be available 99.9% of the time each month.

• This means we target no more than ~43 minutes of unplanned downtime per month.

This does not include:

• Planned maintenance (we try to schedule it in off-peak hours and notify you in advance where possible)
• Internet or network issues outside our control
• Cloud provider outages or other force-majeure events
• Misconfigurations on your side (e.g., local network, browser issues, unsupported devices)

We host Loyaltty on reputable cloud infrastructure and actively monitor core uptime, but as a startup we can’t guarantee perfection—just that we’ll fix issues as quickly as we can.

2. Support & Response

We offer support via email and helpdesk/ticket.

Our typical (non-binding) targets are:

• Critical issues (system not usable for most users):

  We aim to respond and start investigating as soon as possible during business hours.

• Other issues / questions:

  We aim to reply within 1 business day.

We are a small team, so we may not be 24/7 yet—but we do monitor alerts and prioritize anything that looks like an outage or major disruption.

3. Service Credits (If We Miss Uptime Target)

If our monthly uptime falls below 99.9% (excluding the items above), you can request a service credit.

• Typical credit: up to 10–25% of that month’s subscription fee for the affected account (exact amount depends on severity and duration).
• Credits are applied to a future invoice and are not cash refunds.

To request a credit, please contact us within 30 days after the end of the month with:

• Your account name
• Dates and approximate times of the issue
• A short description of what you experienced

Service credits are the only financial remedy we provide for downtime.

4. What’s on You vs. Us

We’re responsible for:

• Keeping our core platform up and running
• Fixing bugs and outages within our control
• Communicating about major incidents and planned maintenance
• Taking reasonable measures to protect data (e.g., HTTPS, access controls, reputable hosting)

You’re responsible for:

• Using a supported browser and keeping your devices and network working
• Setting up your account, offers, and campaigns correctly
• Keeping your login credentials safe
• Exporting/backing up your data periodically if you need extra redundancy

5. Changes

As a startup, we’re iterating quickly. We may update this SLA from time to time as our platform and processes mature. When we do, we’ll update the “Last Updated” date above and keep the current version available on our site.