Service Levels

This Service Levels page describes the availability targets, maintenance windows and exclusions for the generally available Pyvorin compiler platform. Pilot and beta features are not covered by these targets unless expressly agreed.

1. Availability target

We target 99.9% monthly uptime for the core web application and API, measured as the percentage of minutes in a calendar month during which the Service is available. Uptime excludes scheduled maintenance and excluded events.

2. Exclusions

The availability target does not apply to:

Scheduled maintenance windows.
Beta, pilot or preview features.
Factors outside our reasonable control, including internet outages, third-party failures or force majeure events.
Your equipment, network or misuse of the Service.
Suspension for breach of our terms or non-payment.

3. Scheduled maintenance

We may perform scheduled maintenance to apply updates and improvements. Where possible, we will provide advance notice through the Service status page or by email. Maintenance windows are excluded from uptime calculations.

4. Service credits

If monthly uptime falls below the target, eligible customers may request service credits as their sole and exclusive remedy for availability failures. Credits are calculated as a percentage of the monthly subscription fee for the affected service and are capped at one month of fees. Credits are not available for free, trial or pilot accounts.

5. Support response

Support response times depend on your subscription tier. We use severity levels to prioritise issues affecting availability, security or data integrity. Targets are best-effort and do not form contractual commitments unless agreed in a separate enterprise agreement.

6. Changes

We may update this Service Levels page from time to time. The current version will always be available at this URL.