Service Level Agreement (SLA)
Effective: 18 April 2026
Last updated: 18 April 2026
This Service Level Agreement ("SLA") is provided by LYT BROX PTE LTD (UEN: 202538612N), 60 Paya Lebar Road, #06-28 Paya Lebar Square, Singapore 409051. This SLA applies to clients with an active subscription that includes SLA coverage.
Plans & Targets
| Plan | Uptime Target | Support Response | Notes |
|---|---|---|---|
| Standard | 99.0% | 1–2 business days | Included in all plans |
| Priority | 99.5% | < 6 business hours | Paid add-on |
| Enterprise | 99.9% | < 2 business hours | Custom terms |
Scope & Exclusions
Uptime excludes scheduled maintenance (with at least 24 hours' notice where possible), outages caused by third-party sub-processors (e.g., the hosting provider, database provider or AI provider used by your deployment), force majeure events, client misconfiguration, or Acceptable Use Policy violations.
Credits
Where offered, SLA credits apply to future invoices and are the sole remedy. Request within 30 days of incident with logs or evidence.
Support Channels
Email: sales@lytbrox.com. For Enterprise, a dedicated channel may be arranged.