Service Level Agreement
1. Scope
This Service Level Agreement ("SLA") applies to lynox Managed Hosting services (Starter and Managed EU tiers), operated by Brandfusion Burlet, Neue Jonastrasse 71, 8640 Rapperswil SG, Switzerland. It does not apply to self-hosted installations of lynox.
This SLA supplements the Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall prevail unless this SLA explicitly states otherwise.
2. Definitions
- "Downtime" means any period where the customer's managed instance is unreachable via HTTPS health endpoint (
/api/health) for more than 5 consecutive minutes, as measured by lynox's external monitoring system. - "Monthly Uptime Percentage" means (total minutes in calendar month − Downtime minutes) ÷ total minutes in calendar month × 100.
- "Service Credit" means a credit applied to future invoices, calculated as a percentage of the monthly fee for the affected service.
3. Availability target
| Tier | Monthly availability target |
|---|---|
| Starter (BYOK) | 99.0 % |
| Managed EU | 99.5 % |
These are operational targets, not guarantees. lynox strives to meet or exceed these targets but they do not constitute a warranty.
4. Service Credits
If the Monthly Uptime Percentage falls below the applicable target, the customer may request Service Credits according to the following schedule:
| Monthly Uptime Percentage | Credit (% of monthly fee) |
|---|---|
| < 99.5 % (Managed EU) / < 99.0 % (Starter) | 10 % |
| < 99.0 % | 20 % |
| < 95.0 % | 30 % |
Maximum credit per month: 30 % of the monthly fee for the affected service. Credits are applied to the next billing cycle and are not redeemable for cash. Credits are the sole and exclusive remedy for any failure to meet the availability target.
5. Credit request process
To receive a Service Credit:
- Submit a request to [email protected] within 7 calendar days of the downtime event.
- Include your account email, instance subdomain, and the date and approximate time of the downtime.
- lynox will verify the claim against monitoring data and respond within 14 business days.
- If the claim is approved, the credit is applied automatically to the next invoice.
6. Exclusions
The following are not counted as Downtime:
- Scheduled maintenance (announced at least 24 hours in advance via email, typically during 02:00–06:00 CET)
- Emergency maintenance required for security patches (notice as soon as practicable)
- Force majeure events (natural disasters, war, government action, pandemic, power grid failure)
- LLM provider outages (Anthropic API or AWS Bedrock unavailability)
- Issues caused by the customer (Fair Use Policy violation, abuse suspension, misconfigured API keys, exceeded budget caps)
- Network issues between the customer and Hetzner's network (ISP outages, DNS propagation, BGP routing issues)
- Third-party service outages not under lynox's control (Stripe, Cloudflare, SearXNG upstream)
- Periods where the customer's instance is suspended due to non-payment
- Hetzner datacenter-level outages covered by Hetzner's own SLA
7. Maintenance windows
- Scheduled maintenance: announced 24 hours in advance via email, preferably 02:00–06:00 CET.
- Security patches: applied as soon as possible; may require a restart with minimal notice.
- Version updates: rolled out progressively, health-checked before and after.
8. Monitoring
lynox uses external uptime monitoring to measure availability. The monitoring system checks the /api/health endpoint of each managed instance at regular intervals. Monitoring data is the sole basis for determining Downtime and calculating Service Credits.
9. Support response times
The following response times are operational targets, not binding commitments. We strive to respond within these timeframes but cannot guarantee them at all times.
| Severity | Target response time | Examples |
|---|---|---|
| Critical (instance unreachable) | 1 business day | Instance down, data inaccessible |
| High (major feature broken) | 2 business days | LLM not responding, auth broken |
| Medium (partial issue) | 3 business days | Backup failure, integration error |
| Low (question, enhancement) | 5 business days | Configuration help, feature request |
Business hours: Monday–Friday, 09:00–18:00 CET (excluding Swiss public holidays).
Support channel: [email protected]
10. Limitation of liability
This SLA does not modify the limitation of liability in the Terms of Service. Service Credits are the customer's sole and exclusive remedy for any failure to meet the availability targets.
In no event shall lynox's total liability for all claims arising from downtime exceed the fees paid by the customer for the affected service in the 12 months preceding the claim.
11. Changes to this SLA
lynox may update this SLA with at least 14 days advance notice via email. Changes apply to billing periods beginning after the notice period.
12. Contact
13. Governing law
This SLA is governed by Swiss law. Exclusive jurisdiction: Rapperswil-Jona, Canton of St. Gallen, Switzerland.