Legal
Service Level Agreement (SLA)
Last Updated: January 1, 2026
This Service Level Agreement ("SLA") describes the uptime commitments, support response times, and service guarantees for the CyWire platform. This SLA applies to paying customers only (Pro, Premium, and Enterprise tiers).
Free Tier Users: CyWire makes reasonable efforts to maintain service availability for all users, but Free tier accounts are not covered by this SLA and do not receive uptime guarantees or service credits.
Uptime Commitments
Free Tier
Best effort. No uptime guarantee. No service credits.
Pro Tier ($79/month)
99.0% Uptime Commitment — Up to 7.3 hours of downtime per month
Premium Tier ($379/month) - Coming Soon
99.5% Uptime Commitment — Up to 3.6 hours of downtime per month
Enterprise Tier ($889/month) - Coming Soon
99.9% Uptime Commitment — Up to 43 minutes of downtime per month
How Uptime Is Calculated
Uptime is calculated monthly as a percentage of time the CyWire platform core services are available and operational:
- • Core Services: Dashboard, Master Prompts library, API endpoints, authentication
- • Measurement Period: Calendar month (e.g., January 1 - January 31)
- • Downtime Definition: Platform unavailable or returning 500+ errors for 5+ consecutive minutes
- • Monitoring: Uptime is measured from our monitoring systems, not user reports
What Is NOT Counted as Downtime
The following events do not count against our uptime commitments:
- Scheduled Maintenance: Planned maintenance announced at least 24 hours in advance (limited to 4 hours per month)
- Third-Party Provider Outages: Issues caused by third-party AI services (OpenAI, Anthropic, etc.), cloud infrastructure, DNS, or CDN services beyond our control
- User-Caused Issues: Problems resulting from your actions (incorrect API calls, exceeding rate limits, account suspension)
- Force Majeure: Natural disasters, pandemics, wars, terrorism, government actions, or other events beyond reasonable control
- DDoS Attacks: Distributed denial of service attacks or other malicious activity targeting the platform
- Browser/Client Issues: Problems with your internet connection, browser, device, or local network
- Beta Features: Features clearly marked as "Beta", "Experimental", or "Coming Soon"
NO CREDITS, REFUNDS, OR COMPENSATION
⚠️ ALL SALES ARE FINAL
- • NO service credits will be issued for any SLA violations or downtime
- • NO refunds will be provided for any reason, including downtime, outages, or service issues
- • NO compensation of any kind for service interruptions, data loss, or performance issues
- • NO liability for business losses, lost profits, or consequential damages from downtime
- • Uptime targets are goals only, not guarantees or contractual obligations
- • Your sole remedy is to cancel your subscription (no refunds for remaining time)
By subscribing, you acknowledge that CyWire makes no financial guarantees and you accept all risks associated with service availability.
The uptime commitments listed above are aspirational targets that CyWire strives to achieve, but they are not contractual guarantees. CyWire is not obligated to provide any compensation, credits, or refunds if these targets are not met.
Support Response Times
Support response times vary by subscription tier and issue severity:
Free Tier
- • Community support (forums, documentation)
- • Email support: Best effort, typically 3-5 business days
- • No phone support or priority assistance
Pro Tier ($79/month)
- • Email support: 24 hours for general inquiries
- • Critical issues: 4 hours (business hours)
- • Support hours: Monday-Friday, 9 AM - 5 PM EST (excluding holidays)
Premium Tier ($379/month) - Coming Soon
- • Email support: 12 hours for general inquiries
- • Critical issues: 2 hours (business hours)
- • Priority queue for faster resolution
- • Support hours: Monday-Friday, 9 AM - 5 PM EST (excluding holidays)
Enterprise Tier ($889/month) - Coming Soon
- • Email support: 4 hours for general inquiries
- • Critical issues: 1 hour (24/7 emergency line)
- • Dedicated account manager
- • Phone support available
- • 24/7 emergency support for critical production issues
What Is a "Critical Issue"?
Critical issues are defined as:
- • Complete platform unavailability (cannot log in or access dashboard)
- • Data loss or corruption affecting multiple users
- • Security breach or vulnerability actively being exploited
- • Payment processing failures affecting billing
Feature requests, minor bugs, and "how-to" questions are not critical issues.
Scheduled Maintenance
CyWire performs scheduled maintenance to ensure platform stability, security, and performance:
- Frequency: As needed, typically 1-2 times per month
- Duration: Limited to 4 hours per month total
- Timing: Usually scheduled for low-traffic periods (weekends, late nights EST)
- Notice: At least 24 hours advance notice via platform notifications
- Emergency Maintenance: In rare cases, emergency maintenance may be required with shorter notice to address critical security or stability issues
Stay Informed: Maintenance schedules and real-time status updates are posted on our status page and sent via email to all affected users.
Data Backup & Recovery
CyWire takes data protection seriously:
- Automated Backups: Daily automated backups of all user data
- Backup Retention: Backups retained for 30 days (90 days for Enterprise)
- Recovery Point Objective (RPO): Up to 24 hours of data loss in disaster scenarios
- Recovery Time Objective (RTO): Platform restored within 24 hours of major incident
- Geographic Redundancy: Backups stored in multiple geographic regions
Your Responsibility
While we maintain backups, you are responsible for exporting and backing up your critical data. Use our API or export features to maintain your own backups. CyWire is not liable for data loss. NO credits, refunds, or compensation will be provided for any data loss.
SLA Limitations
Important Limitations
- • This SLA applies only to paying customers (Pro, Premium, Enterprise)
- • NO credits, refunds, or compensation will be provided for SLA violations
- • SLA commitments do not apply to Free tier accounts
- • Third-party service outages (third-party AI services, cloud infrastructure) are excluded
- • This SLA does not guarantee error-free operation or specific performance levels
- • CyWire reserves the right to modify this SLA with 30 days notice
- • Maximum liability for ANY issue is $0 - you accept all risks
- • Uptime targets are aspirational goals, not contractual obligations
This SLA is part of the CyWire Terms of Service. In the event of a conflict, the Terms of Service prevail.
Questions About This SLA
If you have questions about our service level commitments:
Email: support@cywire.com