Service Level Agreement

This Service Level Agreement ("SLA") sets forth the service commitments that 10000090921 ONTARIO INC., doing business as "SAYYARA" (the "Company", "we", "us", or "our") makes to customers ("Customer", "you", or "your") regarding the availability, performance, and support of the Sayyara automotive service management platform and related services ("Services").

This SLA forms part of your Terms of Service and applies to all paid subscription plans. Free tier services are provided without service level commitments.

1. Service Availability

1.1 Uptime Target

• Monthly Uptime Percentage: We target 99.9% availability for the Services during each calendar month. This is a non-binding objective provided on a best-effort basis and is not a guarantee or contractual commitment.
• Scope: This uptime target applies only to components of the Services under our direct operational control. It expressly excludes outages or degradations caused by third-party providers on which the Services depend, including categories such as DNS/CDN, hosting/edge, managed database/auth/storage, backend platform services, and underlying cloud providers.
• Uptime Calculation: Monthly Uptime Percentage = (Total Monthly Minutes - Downtime Minutes) / Total Monthly Minutes × 100
• Downtime Definition: Period when the Services are completely unavailable or experiencing widespread critical functionality failures affecting multiple customers.

1.2 Planned Maintenance

• Scheduled maintenance windows are excluded from downtime calculations and will be announced at least 48 hours in advance.
• Emergency maintenance may be performed with shorter notice when necessary to maintain security or prevent data loss.
• Planned maintenance is typically scheduled during low-usage periods (Sunday 2:00 AM - 6:00 AM EST).

1.3 Exclusions from Uptime Calculation

The following are excluded from downtime calculations:

• Planned maintenance windows (with advance notice)
• Issues caused by factors outside our reasonable control, including internet connectivity problems, DNS issues, or third-party service failures
• Outages or degraded performance attributable to our third-party infrastructure and platform providers (e.g., DNS/CDN, hosting/edge, managed database/auth/storage, backend platform services, and underlying cloud providers). We are not responsible for such providers' availability.
• Inaccuracies, delays, or outages of external data sources used by the Services (e.g., public/government vehicle data APIs, VIN decoding services).
• Customer-specific configuration issues or misuse of the Services
• Suspension or termination of Services due to Terms of Service violations or non-payment
• Beta features or services explicitly marked as experimental
• Force majeure events including natural disasters, acts of government, war, terrorism, or pandemic-related disruptions

2. Performance Standards

2.1 Performance Objectives

• We strive to provide a responsive experience and address major performance degradations on a best-effort basis.
• Observed performance depends on factors outside our control, including third-party infrastructure and the Customer’s environment (e.g., local device performance and internet speed).

2.2 Performance Monitoring

• We will monitor system metrics on a best-effort basis and investigate material degradations as resources allow. We rely on third-party providers for infrastructure-level monitoring.
• Performance varies based on customer location, device, and internet connectivity.

2.4 Measurement Methodology

• Uptime is measured on a calendar-month basis using internal and third-party monitoring from multiple regions. Excluded from measurement are Customer premises equipment, local access networks, and failures of third-party services outside our reasonable control.

2.3 Performance Disclaimers

• Internet Connectivity: Performance targets assume reliable broadband internet connection with minimum 10 Mbps download speed and stable latency.
• Geographic Variations: Response times may vary based on distance from our data centers and local internet infrastructure quality.
• Device Performance: Older devices, limited RAM, or slow processors may experience longer load times regardless of network speed.
• Third-Party Dependencies: Performance may be affected by external services including payment processors, email providers, and cloud infrastructure.
• Peak Usage: Response times may increase during periods of exceptionally high platform usage or traffic spikes.

3. Data Durability and Backup

3.1 Data Durability

• Design Target: We aim for high durability for customer data based on capabilities of our third-party infrastructure providers. This is an engineering target and not a guarantee.
• Data storage, redundancy, and failover (if any) are provided by our third-party providers and are subject to their service levels and plan features.

3.2 Backup and Recovery

• Current State: No automatic backups are performed by us for the database while we operate on the Supabase free tier. Backup and point-in-time recovery features are not enabled on this plan.
• Future State: Backup features may be enabled in the future if we upgrade to a paid tier offered by our database provider. Any such features would be provided by the third-party provider and subject to their SLAs.
• Your Responsibility: You are responsible for maintaining your own copies/exports of critical data where required by your business or compliance needs.

4. Customer Support

4.1 Support Channels

• Email Support: Accepted 24/7 at support@sayyara.io; responses during Ontario business hours (9 AM - 5 PM ET, Mon-Fri)
• In-App Support: Not currently offered. Support is provided via email.

4.2 Response Time Commitments

Response times are targets measured during Ontario business hours (9 AM – 5 PM Eastern Time, Monday–Friday), excluding Ontario statutory holidays.

4.3 Support Scope

• Included Support: Platform functionality, technical issues, account management, basic training
• Excluded Support: Custom development, third-party integrations, on-site training, business process consulting
• Support is provided in English during standard business hours. We do not provide guaranteed 24/7 emergency support; best-effort assistance may be available for critical issues.

5. Security and Compliance

5.1 Security Standards

• Infrastructure Security: Services are hosted on reputable cloud and platform providers. We rely on their published security controls and standard practices.
• Data Encryption: Data is encrypted in transit and at rest by our providers. We do not make specific cryptographic guarantees.
• Access Controls: Authentication is email-and-password based. Multi-factor authentication (MFA) is not currently supported.
• Vulnerability Management: We maintain dependencies and infrastructure on a best-effort basis. We do not hold SOC 2 or similar certifications and do not undergo formal audits at this time.

5.2 Compliance Commitments

• Ongoing compliance with applicable privacy laws (PIPEDA, CPRA, GDPR where applicable)
• Security incident response procedures with notification within 72 hours of confirmed breaches
• Data processing agreements available for customers requiring enhanced data protection

6. Service Credits and Remedies

We do not offer service credits. Uptime and performance standards are targets only and are not contractual commitments. Your sole remedy for dissatisfaction with the Services is to discontinue use of the Services as outlined in the Terms of Service.

7. Monitoring and Reporting

7.1 System Monitoring

• We do not currently provide real-time or 24/7 active monitoring of the Services.
• We may publish service status updates on a best-effort basis via our website or support channels.

7.2 Transparency Reporting

• We do not currently provide formal availability or performance reports.

8. SLA Modifications and Updates

• We may modify this SLA to reflect improvements in service levels, changes in technology, or regulatory requirements.
• Material changes that reduce service commitments will be communicated 90 days in advance via email and platform notifications.
• Improvements to service levels take effect immediately upon publication of updated SLA.
• Continued use of Services after SLA changes constitutes acceptance of the modified terms.

9. Limitations and Disclaimers

10. Contact Information

For SLA-related questions, service credit requests, or to report service issues:

This Service Level Agreement was last updated on August 20, 2025 and is effective for all new and existing paid subscriptions.