Service Level Agreement
This SLA applies to all paid Lyrie AI plans (Shield, Guardian, Sentinel, Fortress). Free-tier accounts are not covered.
Effective: April 1, 2026 · OTT Cybersecurity LLC
1. Uptime Commitment
Lyrie commits to the following monthly uptime percentages for the core platform services:
| Service | Target |
|---|---|
| Dashboard & API | 99.9% |
| WAF Proxy | 99.95% |
| Vulnerability Scanners (HEX/OMEGA) | 99.5% |
| Captcha Verification | 99.9% |
| Desktop Agent Update Servers | 99.9% |
| Data Breach Monitoring | 99.5% |
"Uptime" is calculated as: ((Total minutes in month - Downtime minutes) / Total minutes in month) x 100. Monitoring is performed by independent third-party services at 1-minute intervals from multiple geographic locations.
2. Service Credits
If Lyrie fails to meet the uptime commitment in a given calendar month, affected customers are eligible for service credits:
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.89% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Credits are applied to the next billing cycle. Credits are capped at 50% of the monthly fee for the affected service. Credits are the sole and exclusive remedy for failure to meet the SLA.
3. Requesting Credits
To receive a service credit, submit a request to [email protected] within 30 days of the end of the month in which the SLA was not met. Include your account email and the affected service. Lyrie will verify the claim against monitoring data and apply eligible credits within one billing cycle.
4. Exclusions
The following are not counted as downtime for SLA purposes:
- Scheduled maintenance: Announced at least 48 hours in advance via email and status page. Maintenance windows are typically scheduled during low-traffic periods (02:00–06:00 UTC, weekdays).
- Force majeure: Natural disasters, war, government actions, pandemic, or events beyond Lyrie's reasonable control.
- Customer-caused issues: Misconfigurations, exceeding plan limits, or actions taken by the customer that degrade service.
- Third-party failures: Outages of upstream infrastructure providers (DNS, CDN, payment processor) unless Lyrie has committed to redundancy for that component.
- DDoS attacks: Degradation caused by volumetric attacks targeting the customer's domain, where Lyrie's WAF is actively mitigating the attack.
- Beta features: Any feature explicitly labeled as beta, preview, or experimental.
5. Incident Communication
During service incidents, Lyrie communicates through:
- Status page: status.lyrie.ai — real-time component status, incident updates, and post-mortem reports.
- Email notifications: Subscribers to status updates receive notifications for incidents affecting their subscribed components.
- Post-incident reports: For any incident lasting more than 30 minutes, a post-incident report is published within 5 business days covering root cause, impact, timeline, and remediation steps.
Fortress plan customers receive direct notification from their dedicated success manager during P1 incidents.
6. Incident Severity Levels
| Level | Definition | Response Target |
|---|---|---|
| P1 — Critical | Complete service outage or data breach | 15 minutes |
| P2 — Major | Significant degradation affecting multiple customers | 1 hour |
| P3 — Minor | Limited degradation, workarounds available | 4 hours |
| P4 — Low | Cosmetic or non-blocking issue | 1 business day |
7. Changes to This SLA
Lyrie may update this SLA with 30 days' written notice. Changes that reduce service commitments will not apply to existing subscriptions until their next renewal. The current version is always available at this URL.
8. Contact
SLA inquiries: [email protected]
Status page: status.lyrie.ai
Support: [email protected]