Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") is entered into between Wayfield, Inc. ("Wayfield", "we", "us", or "our") and customers subscribed to the Creator, Studio, or Enterprise plan (collectively, "Covered Subscribers"). It forms part of, and is incorporated into, Wayfield's Terms of Service.

Customers on the Foundation plan receive Wayfield services on a best-effort basis. The uptime commitments and service credits described in this SLA do not apply to Foundation plan subscribers, though we always strive to maintain high availability for all users.

This SLA covers the Wayfield web platform and API. It does not cover third-party services, mobile application stores, or services designated as beta or experimental.

2. Uptime Commitment

Wayfield commits to the following monthly uptime targets for Covered Subscribers, measured over each calendar month:

• Creator Plan: 99.5% monthly uptime
• Studio Plan: 99.7% monthly uptime
• Enterprise Plan: 99.9% monthly uptime (or as agreed in your Enterprise agreement)

Monthly uptime is calculated as: (total minutes in the month − downtime minutes) ÷ total minutes in the month × 100. Scheduled Maintenance windows and Emergency Maintenance windows are excluded from this calculation (see Sections 3 and 4).

Uptime is monitored continuously and reported on our status page at status.wayfield.com. Historical uptime records are published there on a rolling 90-day basis.

3. Definitions

Downtime

A period during which the Wayfield platform is completely unavailable to Covered Subscribers due to a failure within Wayfield's systems. Partial degradation of non-core features does not constitute Downtime for the purpose of this SLA, but is tracked separately as a Major or Minor incident.

Scheduled Maintenance

Planned maintenance periods announced at least 48 hours in advance via the status page and by email to account administrators. During Scheduled Maintenance the platform may be partially or fully unavailable. These periods are excluded from uptime calculations.

Emergency Maintenance

Unplanned, urgent maintenance required to address a critical security vulnerability or to prevent data loss. We will provide as much notice as possible before commencing Emergency Maintenance. Emergency Maintenance is excluded from uptime calculations where the total emergency maintenance time does not exceed 2 hours per calendar month.

4. Scheduled Maintenance Windows

Our standard Scheduled Maintenance window is 02:00–06:00 UTC on Sundays. We will use this window for database migrations, infrastructure upgrades, and other planned changes requiring elevated risk.

Advance notice of at least 48 hours will be published on the status page at status.wayfield.com. Subscribers who have opted in to status page notifications will also receive an email notification.

We aim to complete maintenance well within the allotted window. Where maintenance is expected to extend beyond the window, we will post an updated notice to the status page as soon as this becomes apparent.

5. Incident Response Times

We classify incidents by severity and commit to the following response and resolution targets. "Response" means acknowledgement of the incident and commencement of investigation. "Resolution" means the platform is restored to normal operation.

Response time commitments apply during normal business hours (09:00–18:00 GMT/BST, Monday–Friday) for Minor incidents. Critical and Major incidents are monitored and responded to 24/7.

6. Service Credits

If Wayfield fails to meet the uptime commitment for a given calendar month, Covered Subscribers are eligible to claim service credits as follows:

• Actual uptime 99.0%–below the committed SLA threshold: credit equal to 10% of the affected month's subscription fee.
• Actual uptime below 99.0%: credit equal to 25% of the affected month's subscription fee.

Service credits are the sole and exclusive remedy for SLA failures. Credits do not entitle you to a cash refund and may only be applied against future invoices. Credits expire if not used within 12 months of issue.

How to Claim

To claim a service credit, you must submit a request to support@wayfieldapp.com within 30 days of the end of the calendar month in which the SLA failure occurred. Your request must include the dates and times of the downtime period(s) and the impact experienced. We will review your request within 10 business days and, if approved, apply the credit to your next invoice.

7. Exclusions

The uptime commitments in this SLA do not apply to unavailability resulting from:

• Scheduled or Emergency Maintenance (as defined in Section 3).
• Force majeure events beyond our reasonable control, including natural disasters, acts of government, war, civil unrest, or widespread internet infrastructure failures.
• Actions or omissions by you or your users, including misconfiguration, exceeding usage limits, or unauthorised access attempts originating from your account.
• Failures of third-party services, integrations, or APIs not under Wayfield's direct control (e.g. payment processors, DNS providers, mobile push notification services).
• Your network connectivity issues or local internet service provider outages.
• Beta, preview, or experimental features explicitly designated as such.

8. Monitoring

Real-time platform status is available at status.wayfield.com. The status page shows the current operational status of all major platform components, recent incident history, and scheduled maintenance notices.

You can subscribe to status updates on the status page to receive email or webhook notifications whenever an incident is opened, updated, or resolved. We strongly recommend that all Creator and Enterprise plan administrators subscribe to status page notifications.

9. Contact

For support queries or to report an incident, please contact us at support@wayfieldapp.com. Enterprise plan customers have access to a dedicated support channel as described in their Enterprise agreement.