Platform Uptime
Percentage of time the Vynn.AI dashboard and API are reachable and returning valid application responses over a calendar month. Measurement is taken at the Vynn.AI service boundary, not at the customer's internal network.
Integrate Plan
ServiceLevelAgreement
This SLA applies to the Integrate plan. It defines the uptime commitment, business-hours response target, and service-credit remedy for qualifying outages.
Integrate only99.5% monthly uptime4 business-hour first response
Integrate Commitments
Public commitments for Integrate customers. Monitor and Operate are supported commercially, but this SLA page governs Integrate only.
| Commitment | Integrate |
|---|---|
| Monthly platform uptime | 99.5% |
| First response target | 4 business hours |
| Freshness operations | Nightly sweeps across 5 zones |
| Credit cap | 50% of the monthly Integrate fee |
Definitions
Data Freshness
Vynn.AI runs automated price sweeps nightly across 5 Canadian time zones. Freshness is monitored continuously: zones are marked stale after 36 hours without new data, and providers after 48 hours.
First Response Time
Time between a support request being submitted and the first substantive acknowledgement from the Vynn.AI team. Business hours are Monday to Friday, 9 AM to 6 PM Eastern Time. Requests received outside that window start timing at the next business-day open.
Integrate Credit Policy
If monthly uptime misses the Integrate commitment, the following service credits apply on request.
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| Below 99.5% and at or above 99.0% | 10% |
| Below 99.0% and at or above 95.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to the next invoice cycle. The maximum credit in any month is 50% of that month's Integrate fee, and claims must be submitted within 30 days of the affected month.
Escalation Path
1. Open the issue
Submit the incident through the contact page or by emailing [email protected]. Include the affected account, timing, and the workflow impacted.
2. Receive first response
Integrate incidents receive an initial business-hours response within 4 hours and stay in active review until the issue is resolved or a workaround is provided.
3. Request credits
If monthly uptime falls below the commitment, request the applicable service credit within 30 days of the affected month.