Service Level Agreement

1.1 This Service Level Agreement ("SLA") describes the uptime commitments, service credit policies, and support levels for the AssureTwin platform operated by VynFi.com LLC (i.G.) ("VynFi," "we").

1.2 This SLA applies to paid subscription tiers only. The Starter (Free) tier is provided without uptime guarantees or service credit entitlements.

1.3 This SLA is incorporated into and forms part of the Terms of Service. In the event of a conflict between this SLA and the Terms, this SLA governs with respect to uptime and service credit matters.

3.1 VynFi commits to the following Monthly Uptime Percentages for each subscription tier:

3.2 Firm tier customers with enterprise agreements may negotiate custom uptime commitments up to 99.99% as part of their Enterprise Agreement.

4.1 The following events are excluded from Downtime calculations:

• Scheduled maintenance windows (see Section 7)
• Force majeure events (natural disasters, acts of war, government actions, pandemics)
• Outages of third-party services beyond VynFi's reasonable control (e.g., Microsoft Azure region-wide outages, Microsoft Entra ID, Stripe)
• Unavailability caused by your actions, configurations, or network connectivity issues
• Emergency security patches deployed to address active vulnerabilities
• DNS propagation delays outside VynFi's infrastructure

5.1 If VynFi fails to meet the uptime commitment for your tier in a calendar month, you are entitled to a Service Credit as follows:

5.2 Service Credits are your sole and exclusive remedy for any failure to meet the uptime commitment. Credits are not transferable, not redeemable for cash, and may not exceed 50% of your monthly subscription fee.

5.3 To request a Service Credit, you must submit a written request to support@assuretwin.com within 30 days of the end of the month in which the Downtime occurred, including the dates and times of the unavailability.

5.4 VynFi will verify the claim against its monitoring systems and apply the credit to your next invoice within one billing cycle of approval.

6.1 VynFi provides support based on your subscription tier. Response times are measured from receipt of the support request during business hours (Monday-Friday, 09:00-18:00 CET, excluding Swiss public holidays).

6.2 Starter (Free) tier. Community support only. No response time guarantees. Access to documentation and public knowledge base.

6.3 Firm tier. Includes a designated account manager and access to a private support channel. Critical issues are monitored 24/7 for Firm customers with enterprise agreements.

6.4 Support channels: support@assuretwin.com (all tiers), in-app support widget (Professional and Firm), dedicated Slack channel (Firm with enterprise agreement).

7.1 VynFi performs scheduled maintenance during low-traffic windows, typically between 02:00-06:00 CET on Sundays. We aim to complete maintenance with zero downtime using rolling deployments.

7.2 For maintenance expected to cause user-visible disruption, VynFi will provide at least 72 hours' advance notice via email and the platform status page. Firm tier customers receive at least 7 days' advance notice.

7.3 Emergency maintenance to address security vulnerabilities or critical infrastructure issues may be performed without advance notice. We will provide notification as soon as practicable.

8.1 VynFi will publish real-time and historical uptime data on the platform status page. Professional and Firm tier customers may request monthly uptime reports.

8.2 For significant incidents (Downtime exceeding 15 minutes), VynFi will publish a post-incident report within 5 business days, including: root cause analysis, impact assessment, and remediation steps taken.

8.3 Firm tier customers receive direct incident communication from their designated account manager.

9.1 This SLA applies to the core AssureTwin platform (web application, API, and simulation engine). It does not apply to: the AssureTwin Desktop Application (Tauri), beta or preview features, or third-party integrations.

9.2 Service Credits are not available if: (a) you are in breach of the Terms of Service or Acceptable Use Policy; (b) the Downtime was caused by your actions or infrastructure; or (c) your account has overdue payments.

9.3 VynFi reserves the right to modify this SLA with at least 30 days' advance notice. Changes to uptime commitments will not reduce the commitment level for existing paid subscriptions until the end of their current billing period.

For SLA inquiries, service credit requests, or to report service disruptions: