Service Level Agreement
This Service Level Agreement (“SLA”) describes the availability commitment Bayqus makes for its hosted core and dashboard, and the service credits and support response targets that apply if we miss it. It supplements and is governed by our Terms of Service. This SLA applies to paid plans only; on-prem / self-hosted deployments are excluded, because the customer operates their own infrastructure. Fees and any credits under this SLA are calculated in US dollars (USD). This SLA is governed by the laws of the Republic of Azerbaijan.
1. What this covers
This SLA covers availability of the Bayqus hosted core and web dashboard at app.bayqus.app — the service that ingests agent telemetry, evaluates alert rules, and serves the dashboard and API.
It does not cover the customer-side agent, the customer’s own network, hosts, or devices, nor on-prem/self-hosted deployments where the customer runs the core on their own infrastructure. See Security for how the agent connects.
2. Uptime commitment
Bayqus targets a Monthly Uptime Percentage of 99.9% for the core and dashboard, measured per calendar month.
How uptime is measured
Monthly Uptime Percentage = (total minutes in the month − Downtime minutes) ÷ total minutes in the month, expressed as a percentage. We measure availability from monitoring external to the core that samples the dashboard and API endpoints at regular intervals.
What counts as Downtime
Downtime is any period in which the Bayqus dashboard and API are unavailable to authenticated users due to a fault in the Bayqus-controlled service, sustained for a continuous period of at least 5 minutes.
Exclusions
The following do not count as Downtime and are excluded from the uptime calculation:
- Scheduled maintenance announced in advance (see section 5).
- Emergency maintenance required to protect the security or integrity of the service.
- Issues on the customer side — the customer’s network, firewall, internet connection, hosts, devices, or the Bayqus agent running on customer infrastructure.
- Failures of third-party services outside our reasonable control (for example, upstream hosting, DNS, or connectivity providers).
- Force majeure events beyond our reasonable control (natural disaster, war, government action, widespread internet or power outage).
- Suspension or termination of the customer’s account under the Terms of Service.
- Beta, preview, or clearly labelled experimental features.
3. Service credits
If the Monthly Uptime Percentage falls below the commitment in a given calendar month, an eligible customer may claim a service credit, calculated as a percentage of that month’s fees for the affected service:
| Monthly uptime | Service credit |
|---|---|
| Below 99.9% but at or above 99.0% | 10% of monthly fee |
| Below 99.0% but at or above 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment. Credits are applied against future invoices, are not redeemable for cash, and in aggregate will not exceed 100% of the affected month’s fee.
4. Support response targets
We aim to acknowledge and begin working on support requests within the target first-response times below, during our published support hours. These are first-response targets, not resolution-time guarantees. See Support for channels and hours.
| Severity | Description | Target first response |
|---|---|---|
| Critical | Core/dashboard down or major loss of monitoring for production fleet; no workaround. | 1 business hour |
| High | Significant feature impaired or a subset of devices affected; a workaround may exist. | 4 business hours |
| Normal | General questions, minor issues, configuration help, feature requests. | 1 business day |
5. Scheduled maintenance
We may perform scheduled maintenance that briefly affects availability. We aim to schedule it during low-traffic windows and to give advance notice.
- Maintenance window: Sundays 02:00–05:00 (Asia/Baku).
- Notice period: at least 48 hours’ notice by email and/or in-app.
Emergency maintenance may be performed with shorter or no notice where needed to protect the security, integrity, or availability of the service.
6. How to claim a credit
To request a service credit, email support@bayqus.app within 30 days of the incident, from the account’s registered contact. Include the account name, the affected month, and the dates and times you observed the outage. We will verify the request against our monitoring records and, if valid, apply the credit to a future invoice.
To be eligible, the account must be in good standing and current on all payments for the affected month.