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Platform Service Level Agreement

Effective Date: 8 May 2026 · Version 1.0

This Service Level Agreement ("SLA") sets out Vyete's commitments to platform availability and performance for shop operators and brand partners ("Customers") using the Vyete platform on paid subscription plans. Users and couriers are covered by separate operational commitments set out in the relevant terms of service.

1. Scope

This SLA applies to:

Shops on the Free plan receive reasonable efforts commitments only, not contractual SLA guarantees.

2. Covered Services

| Service | Description | |---|---| | Storefront and listings | Public-facing shop pages and product listings | | Order management system | Order receipt, processing, and status updates | | Payout dashboard | Earnings tracking and payout requests | | Shop dashboard and analytics | Management tools, inventory, and reporting | | Vyete API | Integration endpoints for Pro and Enterprise customers | | Platform notification services | Order, customer, and operational alerts |

3. Availability Commitments

3.1 Uptime Targets

| Plan | Monthly Uptime Target | Maximum Permitted Downtime (per month) | |---|---|---| | Growth | 99.5% | 3 hours 39 minutes | | Pro | 99.9% | 43 minutes | | Enterprise | 99.95% | 22 minutes |

Uptime is measured as: (Total minutes in month − Unplanned downtime minutes) / Total minutes in month × 100.

Measurement is conducted via Vyete's uptime monitoring system, using 1-minute interval checks on the primary service endpoints. Status is publicly published at status.vyete.com.

3.2 Planned Maintenance

Planned maintenance is excluded from the uptime calculation. Vyete will:

  • Schedule maintenance windows during low-traffic periods (typically 02:00–05:00 local time in the primary customer region).
  • Provide at least 72 hours' advance notice for planned maintenance.
  • Minimise planned downtime to what is strictly necessary.
  • Notify Emergency situations that require unplanned maintenance will be communicated with as much advance notice as possible via status.vyete.com and the registered email.

4. Performance Standards

In addition to availability, Vyete commits to the following performance targets for core API endpoints during normal operating conditions:

| Endpoint | P95 Response Time | P99 Response Time | |---|---|---| | Product listing retrieval | ≤ 300ms | ≤ 800ms | | Order submission | ≤ 500ms | ≤ 1,200ms | | Order status query | ≤ 200ms | ≤ 500ms | | Payout query | ≤ 400ms | ≤ 1,000ms |

These targets apply under normal load conditions. Performance during exceptional demand spikes (e.g., major sale events) may vary.

5. Support Response Times

| Severity | Definition | Initial Response | Target Resolution | |---|---|---|---| | Critical | Core service unavailable; affecting live orders or payments | 30 minutes | 4 hours | | High | Major feature degraded; significant customer impact | 2 hours | 8 hours | | Medium | Feature impaired; workaround available | 8 hours | 2 business days | | Low | Minor issue; minimal operational impact | 1 business day | 5 business days |

Support is available 24/7 for Critical and High severity issues. Medium and Low issues are handled during standard business hours (08:00–18:00, Monday–Friday, excluding public holidays in Vyete's registered jurisdiction).

Enterprise customers receive a dedicated support channel and a named Technical Account Manager.

6. SLA Credits

6.1 Credit Eligibility

Where Vyete fails to meet the uptime target in a calendar month, eligible Customers may claim a service credit against their subscription fee:

| Monthly Uptime Achieved | Credit | |---|---| | 99.0% to < target | 10% of monthly subscription fee | | 95.0% to < 99.0% | 25% of monthly subscription fee | | < 95.0% | 50% of monthly subscription fee |

6.2 Maximum Credit

SLA credits are capped at 50% of the monthly subscription fee for the affected month. Credits are applied to the following month's subscription invoice. Credits are not transferable and have no cash value.

6.3 How to Claim

To claim an SLA credit:

  1. Submit a claim to [email protected] within 30 calendar days of the end of the affected month.
  2. Include your account email, subscription plan, and the dates and times of the reported downtime.
  3. Vyete will verify against its monitoring records and respond within 10 business days.

Credits will not be applied automatically; a claim must be submitted.

7. SLA Exclusions

The uptime and performance commitments do not apply to downtime or degradation caused by:

  • Scheduled or announced maintenance windows.
  • Events outside Vyete's reasonable control (force majeure), including natural disasters, widespread internet outages, or government orders.
  • Customer-caused issues, including misconfigured integrations, excessive API usage beyond agreed limits, or unauthorised modifications.
  • Third-party service failures not within Vyete's direct control (e.g., payment processor outages, DNS provider failures) where Vyete has exercised reasonable care in vendor selection.
  • Security incidents requiring emergency protective measures.
  • Free plan accounts.

8. Status Communication

Vyete maintains a public status page at status.vyete.com displaying:

  • Current operational status of all covered services.
  • Active and resolved incidents with timeline updates.
  • Scheduled maintenance windows.
  • Historical uptime metrics (rolling 90 days).

Customers are encouraged to subscribe to status notifications to receive automated alerts.

9. SLA Review

Vyete reviews SLA targets annually and may revise them with 60 days' notice. Revised targets take effect at the start of the next subscription period following the notice period.

10. Enterprise SLAs

Enterprise customers may negotiate bespoke SLA terms as part of their Enterprise Agreement. Where an Enterprise Agreement contains terms that differ from this SLA, the Enterprise Agreement prevails.

11. Contact

SLA enquiries and claims: [email protected]

Technical support: [email protected] (Growth and Pro); dedicated channel (Enterprise)

Platform status: status.vyete.com