Service Level Agreement
Yebo's availability commitment, support model, and service-credit remedy for Yebo OS.
This Service Level Agreement ("SLA") sets out Yebo's commitments for the availability and support of the Yebo OS Services. It applies to customers on a plan that references this SLA. Specific figures marked in [brackets] are confirmed in the customer's Order Form and prevail over any example values shown here.
1. Availability commitment
Yebo will use commercially reasonable efforts to make the production Services available at least [99.9%] of the time in each calendar month, measured as Monthly Uptime Percentage and excluding the exclusions below ("Availability Commitment").
2. Measurement
Monthly Uptime Percentage is calculated as total minutes in the month, minus minutes of Downtime, divided by total minutes in the month. "Downtime" means sustained unavailability of the production Services attributable to Yebo, as measured by [Yebo's monitoring / an agreed monitoring method].
3. Support and response targets
Support is provided via [support channels] during [support hours]. Yebo targets the following initial response times by severity: Severity 1 (production down) — [1 hour]; Severity 2 (major impairment) — [4 business hours]; Severity 3 (minor issue) — [1 business day]; Severity 4 (question / request) — [2 business days]. Enterprise plans include priority handling and a named contact.
4. Severity classification
Yebo classifies incidents by business impact in good faith and works the highest-severity issues first. The customer may request re-classification, which Yebo will consider reasonably.
5. Service credits
If the Availability Commitment is not met in a calendar month, the customer is entitled, as its sole and exclusive remedy for that shortfall, to a service credit calculated as a percentage of the monthly fees for the affected Services according to the schedule in [the Order Form]. Claims must be submitted within [30 days] of the end of the affected month.
6. Exclusions
The Availability Commitment excludes unavailability caused by: scheduled maintenance notified in advance; emergency maintenance; factors outside Yebo's reasonable control (including force majeure and third-party networks); the customer's or its users' acts, omissions, equipment, or software; and suspension in accordance with the agreement or the Acceptable Use Policy.
7. Maintenance
Yebo schedules routine maintenance during [maintenance windows] and provides advance notice via [status page / email]. Yebo may perform emergency maintenance to protect the security or integrity of the Services.
Items shown in [square brackets] — legal entity, governing law, dates, service-level figures, and contact addresses — are to be finalised by Yebo and its counsel before publication.
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