Our enterprise customers are eligible to make a service level agreement with our sales team. This service level agreement will allow you to claim a partial or full refund if Hyra services become unavailable.
By default, no service level agreement is offered by our sales team, this is something that has to be requested by you.
The scope of your SLA may be dependent on your specific agreement, but the SLA cannot exceed the scope of our statuspage items. Third party outages are not included in your SLA nor are major backbone failures.
If the SLA is violated, you as the claimant must address the violation with our support within 14 days of the SLA being violated in order to claim your compensation.