Service Level Agreement

1. Overview

VynFi is committed to providing a reliable, high-performance synthetic data generation platform. This SLA defines our uptime commitments, the service credits available when we fall short, and the support response times for each subscription tier.

2. Definitions

• “Downtime” means a period during which the VynFi API (api.vynfi.com) returns server errors (HTTP 5xx) or is unreachable for more than 3 consecutive minutes, as measured by our external monitoring system.
• “Monthly Uptime Percentage” means (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100.
• “Service Credit” means a credit applied to future invoices as compensation for unmet uptime commitments.
• “Covered Services” means the VynFi REST API (api.vynfi.com/v1/*) and the VynFi Dashboard (dashboard.vynfi.com).

3. Uptime Commitment

VynFi commits to the following Monthly Uptime Percentages based on your Subscription Tier:

Enterprise customers may negotiate higher uptime commitments (up to 99.99%) as part of their custom agreement.

4. Service Credits

If VynFi fails to meet the uptime commitment for your tier in a given calendar month, you are eligible for Service Credits calculated as follows:

Example: A Team tier customer ($199/mo) with a 99.9% SLA experiences 99.75% uptime (0.15% below SLA). The service credit is 20% of $199 = $39.80, applied to the next invoice.

Service Credits are capped at 50% of the monthly subscription fee for the affected month. Credits are not redeemable for cash and cannot be transferred.

5. Measurement Methodology

1. Uptime is measured using external synthetic monitoring probes that make HTTPS requests to the VynFi API health endpoint (GET /v1/health) at 60-second intervals from multiple geographic regions.
2. A monitoring probe failure is recorded when the health endpoint returns a non-2xx response or fails to respond within 10 seconds.
3. Downtime begins when 2 or more monitoring regions simultaneously report failures for 3 or more consecutive minutes.
4. Downtime ends when the health endpoint returns a 2xx response from all monitoring regions for 2 consecutive checks.
5. Uptime data is available to customers through the VynFi status page at status.vynfi.com.

6. Exclusions

The following events are excluded from Downtime calculations and do not qualify for Service Credits:

1. Scheduled Maintenance. Pre-announced maintenance windows (see Section 9).
2. Force Majeure. Events beyond VynFi's reasonable control, including natural disasters, government actions, pandemic, war, terrorism, or widespread internet outages.
3. Customer-Caused Issues. Outages resulting from the customer's equipment, software, network connectivity, or misuse of the Service.
4. Rate Limiting. Requests rejected due to exceeding documented rate limits (HTTP 429 responses).
5. Beta/Preview Features. Features explicitly marked as beta, preview, or experimental.
6. Third-Party Outages. Outages of third-party services (e.g., Stripe payment processing) that do not affect core data generation functionality.

7. Support Response Times

VynFi provides tiered support with the following target response times:

Response times are measured during business hours (Monday-Friday, 9:00 AM - 6:00 PM ET) for Developer and Team tiers, and 24/7 for Scale and Enterprise tiers for P1 and P2 severity issues. Enterprise customers receive a dedicated support channel and named account engineer.

8. Incident Communication

1. Status Page. VynFi maintains a public status page at status.vynfi.com with real-time service status and historical uptime data.
2. Incident Notification. For P1 (Critical) incidents, VynFi will post an initial update to the status page within 15 minutes of detection and provide updates every 30 minutes until resolution.
3. Email Notification. Customers subscribed to status notifications will receive email updates for P1 and P2 incidents.
4. Post-Incident Report. For any P1 incident lasting more than 15 minutes, VynFi will publish a Root Cause Analysis (RCA) within 5 business days, including:
   • Timeline of the incident
   • Root cause identification
   • Impact assessment (affected services, users, duration)
   • Remediation steps taken
   • Preventive measures to avoid recurrence
5. Enterprise Communication. Enterprise customers receive direct notification via their dedicated support channel and account engineer for all P1 and P2 incidents.

9. Scheduled Maintenance

1. VynFi performs scheduled maintenance during low-traffic windows, typically Wednesdays 2:00 AM - 6:00 AM ET.
2. Scheduled maintenance will be announced at least 72 hours in advance via the status page and email notification.
3. VynFi targets zero-downtime deployments using rolling updates. In the rare event that maintenance requires downtime, the expected duration will be communicated in the maintenance notice.
4. Emergency maintenance (security patches, critical bug fixes) may be performed outside scheduled windows with as much advance notice as reasonably practicable.

10. Credit Claim Process

1. To request a Service Credit, submit a claim via email to support@vynfi.com or through the dashboard support portal within 30 days of the end of the month in which the Downtime occurred.
2. The claim must include: your account ID, the date(s) and approximate times of the Downtime, and a brief description of the impact.
3. VynFi will review the claim against our monitoring data and respond within 10 business days. If the claim is validated, the Service Credit will be applied to the next invoice.
4. Claims not submitted within the 30-day window are forfeited.

11. Sole Remedy

Service Credits as described in this SLA are your sole and exclusive remedy for any failure by VynFi to meet the uptime commitments. This SLA does not create any additional warranties or modify the limitation of liability set forth in the Terms of Service.