Service Level Agreement (SLA)
Last updated: September 2, 2026
1. Availability
Starter: 99.0% (best-effort) · Pro: 99.5% (guaranteed) · Enterprise: 99.9% (guaranteed + credits)
2. Support Hours
Sun–Thu 8am–6pm Muscat time. 24/7 emergency for Pro/Enterprise via WhatsApp Business.
3. Response Targets (SLO)
| Priority | First Response | Resolution |
|---|---|---|
| P0 - Critical | 15 min | 4 hours |
| P1 - High | 2 hours | 24 hours |
| P2 - Medium | 1 business day | 7 days |
| P3 - Low | 3 business days | per roadmap |
4. Service Credits (Pro/Enterprise)
< 99.5% = 10% credit · < 99.0% = 25% · < 95.0% = 50%. Applied to next invoice, not cash refund.
5. Exclusions
Scheduled maintenance (48h notice, max 4h/month), force majeure, third-party outages, customer misuse.
6. Backup & Recovery
RPO: 24h · RTO: 4h · Daily encrypted S3 backups · Quarterly restore drills.
7. Credit Requests
Submit within 30 days via support@layanxerp.com