This Service Level Agreement (SLA) applies to paid Doclinks plans.
1. Covered Service and Plans
This SLA covers paid subscription plans for the Doclinks service. Free plans are excluded unless explicitly stated.
2. Service Commitment
Target monthly uptime commitment: 99.9%.
3. Definitions
- Uptime: Time when core paid-plan service functionality is available.
- Downtime: Time when paid-plan service is unavailable due to verified service-side failure.
- Monthly Uptime Percentage: ((Total Minutes - Downtime Minutes) / Total Minutes) x 100.
4. Exclusions from Downtime
The following do not count as Downtime:
- scheduled maintenance windows,
- emergency maintenance to mitigate active security risk,
- customer-side network or configuration issues,
- misuse, policy violations, or account suspension,
- force majeure events,
- third-party dependency outages outside reasonable control.
5. Scheduled Maintenance
Planned maintenance may occur to preserve security and reliability. Reasonable effort is made to minimize customer impact.
6. Service Credits
If Monthly Uptime Percentage falls below 99.9%, eligible paid customers may request credits:
| Monthly uptime percentage | Service credit |
|---|---|
| 99.0% to 99.89% | 5% of monthly plan fee |
| 95.0% to 98.99% | 10% of monthly plan fee |
| Below 95.0% | 20% of monthly plan fee |
Credits apply to future invoices only.
7. How to Request Credits
Credit requests must be sent to legal@cyang.io within 30 days after the month in which the issue occurred.
Include:
- account identifier,
- incident date and time range,
- observed impact details,
- relevant request IDs or logs if available.
8. Verification and Issuance
We review requests against internal monitoring and event records. Approved credits are issued on the next practical billing cycle.
9. Sole and Exclusive Remedy
Service credits under this SLA are the sole and exclusive remedy for covered downtime under paid plans.
10. Relationship to Other Terms
This SLA is incorporated into the Terms of Service for paid plans. If there is a conflict specific to uptime credits, this SLA controls.
11. Changes to This SLA
We may update this SLA to reflect operational changes or service evolution. Updated terms are posted in the Legal and Trust Center.
12. Contact
- legal@cyang.io
- status page: /status