Last Updated: February 12, 2026
This Service Level Agreement ("SLA") is part of the agreement between Oryn Systems LLC, a Michigan limited liability company ("we," "our," or "us"), and you ("Customer") for the Oryn Inventory Management System ("Service"). This SLA applies only to paid subscription plans and is incorporated by reference into our Terms of Service.
Free Tier Users: This SLA does not apply to free-tier accounts. Free-tier access is provided "AS IS" without any uptime guarantees or service credits.
Oryn Systems LLC commits to the following monthly uptime targets for the Service:
| Plan | Monthly Uptime Target | Max Monthly Downtime |
|---|---|---|
| Starter | 99.5% | ~3 hours 39 minutes |
| Professional | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
"Uptime" is calculated as the percentage of total minutes in a calendar month during which the Service's core functionality (login, inventory management, scanning, order processing) is available and responsive. Uptime is measured from our monitoring infrastructure, and our records shall be the sole basis for calculating uptime.
Monthly Uptime Percentage = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100%
We perform scheduled maintenance to ensure the Service remains secure, up to date, and performant:
Note: Scheduled maintenance windows are excluded from downtime calculations for SLA purposes, provided adequate notice was given.
We classify service incidents by severity to prioritize our response:
| Severity | Definition | Examples |
|---|---|---|
| Critical | Complete service outage or data loss affecting all users | Service unreachable; database corruption; security breach |
| High | Major feature unavailable or severe performance degradation | Login failures; scanning non-functional; order processing down |
| Medium | Non-critical feature impaired with workaround available | Report generation slow; search partially broken; exports failing |
| Low | Minor issue with minimal business impact | UI cosmetic issues; tooltip errors; non-critical notification delays |
We commit to the following initial response times based on your plan and the severity of the incident:
| Severity | Starter | Professional | Enterprise |
|---|---|---|---|
| Critical | 4 hours | 1 hour | 30 minutes |
| High | 8 hours | 4 hours | 2 hours |
| Medium | 2 business days | 1 business day | 8 hours |
| Low | 5 business days | 3 business days | 1 business day |
Response times are measured from the time an incident is reported to us via the appropriate support channel. "Initial response" means an acknowledgment of receiving your report and the commencement of investigation, not necessarily a resolution.
If we fail to meet the applicable uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| Below SLA target but ≥ 99.0% | 10% of monthly subscription fee |
| Below 99.0% but ≥ 95.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
To receive a service credit:
This SLA does not apply to performance issues or downtime caused by:
During service incidents, we will communicate updates through:
Post-incident, we will provide a root cause analysis report for Critical and High severity incidents affecting paid customers within 5 business days of resolution.
During any service incident, we prioritize data protection:
We implement comprehensive backup and data durability measures:
| Backup Type | Frequency | Retention | Plans |
|---|---|---|---|
| Automated Daily Backup | Every 24 hours | 30 days | All paid plans |
| Point-in-Time Recovery | Continuous | 7 days | Professional, Enterprise |
| Off-Site Replication | Real-time | N/A | Enterprise |
| Weekly Full Backup | Every 7 days | 90 days | Enterprise |
In addition to uptime commitments, we target the following performance benchmarks for paid plans under normal operating conditions:
| Metric | Target (P95) | Measurement |
|---|---|---|
| Page Load Time | ≤ 2 seconds | Time to first meaningful paint for authenticated pages |
| API Response Time | ≤ 500ms | Server-side processing time for standard API endpoints |
| Search Query Latency | ≤ 1 second | Time to return search results for inventory queries |
| Report Generation | ≤ 30 seconds | Time to generate standard reports (up to 10,000 records) |
| File Upload | ≤ 5 seconds | Time to process and confirm file uploads up to 10MB |
Performance benchmarks are measured at the 95th percentile (P95) and exclude client-side network latency. These are targets, not guarantees, and are not eligible for service credits.
To receive the full benefit of this SLA, you agree to the following responsibilities:
If you are not satisfied with the initial response to an incident, you may escalate using the following procedure:
| Escalation Level | Contact | When to Escalate |
|---|---|---|
| Level 1 | [email protected] | Initial report; no response within committed timeframe |
| Level 2 | [email protected] | Unsatisfied with Level 1 response; issue persists beyond expected resolution time |
| Level 3 | [email protected] | Critical business impact; unresolved after Level 2 escalation for 24+ hours |
Enterprise customers with a dedicated account manager may escalate directly through their account manager at any time.
We maintain a disaster recovery plan to ensure business continuity in the event of a catastrophic failure:
We may modify this SLA with at least 30 days' written notice. Changes will not apply retroactively to incidents that have already occurred. Continued use of the Service after SLA modifications take effect constitutes acceptance of the updated SLA. Material changes that reduce service commitments will be clearly highlighted in the notification.
This SLA is governed by the laws of the State of Michigan, United States of America, without regard to its conflict of law provisions. Disputes relating to this SLA shall be resolved in accordance with the dispute resolution procedures in our Terms of Service.
For SLA inquiries, incident reports, or service credit requests: