This SLA describes the service levels Quiy commits to for paid plans.
Uptime
We target 99.9% monthly uptime for the platform, excluding scheduled maintenance and force majeure.
Support response times
- Critical (platform down): within 1 hour, 24/7
- High (major feature broken): within 4 business hours
- Normal: within 1 business day
- Low / questions: within 2 business days
Service credits
If monthly uptime falls below 99.9%, eligible customers receive service credits applied to the next invoice:
- < 99.9% — 10% credit
- < 99.0% — 25% credit
- < 95.0% — 50% credit
Exclusions
SLA does not cover issues caused by customer misuse, third-party providers outside our control, or scheduled maintenance announced 48 hours in advance.