Service Level Agreement

Effective date: 9 September 2026 Version: 1.1.0

This Service Level Agreement (“SLA”) sets out the response and resolution targets that Flyb Digital Solutions, LLC (“FlyB”) commits to for customers on a paid plan. It forms part of the Terms of Use, and terms defined there have the same meaning here.

1. Who this SLA covers

2. Severity levels

The severity of an issue is determined by its actual impact on your operation, not by how it was reported. FlyB assigns the initial severity; if you disagree, say so in the ticket and we will reassess.

S1 — Outage

The Platform, or a core service of it, is wholly unavailable or unusable for you, and no workaround exists.

Examples: the dashboard does not load; published landing pages or blogs do not serve; booking pages will not accept a booking; the public API returns errors for all calls; data loss or corruption affecting live data.

S2 — Degraded service

The Platform works, but a material function is impaired, incorrect or substantially slow, or a feature is broken and a workaround exists.

Examples: sustained slowness that materially impedes work; a report showing incorrect figures; a campaign not progressing; an integration failing to sync; a defect in a non-critical feature.

S3 — Minor issue

A defect with limited operational impact: a cosmetic problem, a wording error, an inconvenience with an easy workaround, or a question about how something works.

S4 — Request

A feature request, an enhancement or a change of behaviour that is not a defect.

3. Targets

The clock starts when a ticket is opened through the channel in section 4 and contains the information listed there.

3.1 What “resolution” means

A matter is resolved when any of the following is true:

• the defect is corrected in production; or
• a workaround is supplied that restores the affected function to a materially usable state, and the underlying defect is scheduled for correction; or
• the cause is identified as falling within an exclusion in section 6, and we tell you so and, where we can, point you to who can fix it; or
• the reported behaviour is confirmed to be working as designed, and we explain why.

3.2 Business hours

Business hours are 09:00 to 18:00, Monday to Friday, UTC-3, excluding public holidays observed by FlyB. S1 clocks run continuously, including outside business hours; S2, S3 and S4 clocks run during business hours only.

3.3 Keeping you informed

For an S1, we will provide a status update at least every 12 hours until it is resolved. For an S2, at least every 3 calendar days.

4. How to raise an issue

Support is provided in English, Portuguese and Spanish, by e-mail to [email protected].

For the targets in section 3 to apply, the first message must contain:

1. the e-mail address of the account and the organisation affected;
2. what you expected to happen and what happened instead;
3. the URL of the screen or page concerned;
4. the time the problem started, and whether it is continuous or intermittent;
5. a screenshot or screen recording where the problem is visual; and
6. the steps to reproduce it, where you know them.

A ticket missing this information is answered with a request for it, and the clock starts when the missing information arrives. Please keep one issue per ticket.

Security vulnerabilities have their own channel, published at [email protected].

5. Maintenance

Scheduled maintenance. We will give at least 48 hours’ notice of maintenance expected to cause material disruption, by e-mail or by a notice in the product, and will schedule it outside business hours where practicable.

Emergency maintenance. Work necessary to preserve the security, integrity or stability of the Platform may be performed at any time without prior notice. We will tell you afterwards.

Neither counts as an outage for the purposes of this SLA.

6. Exclusions

The targets in section 3 do not apply, and no failure to meet them arises, where the issue is caused wholly or mainly by:

1. A third-party service. Stripe, Google (including Calendar, OAuth and Places), Meta/WhatsApp, Make, OpenRouter and the model providers behind it, Unsplash, your SMTP provider, your domain registrar, your DNS or CDN provider, or any other external service — including its unavailability, throttling, policy change, enforcement action, price change or discontinuation, and WhatsApp disconnecting, limiting or banning a number linked through WhatsApp Web.
2. Features running on your own provider account — the AI video and image generators. Those requests never reach FlyB’s infrastructure; the provider is responsible for them.
3. Your own configuration, including DNS records, custom domain settings, SMTP credentials, API keys, permissions, automation rules, custom HTML or scripts you injected into a page or a blog.
4. Your equipment or connectivity, including your device, browser, browser extensions, local network, VPN or firewall.
5. Use outside these Terms — use in breach of the Acceptable Use Policy, use of an undocumented interface, or load materially exceeding ordinary use of the feature as designed.
6. Beta, preview and early-access features.
7. Suspension properly applied under the Terms of Use, or non-payment.
8. Scheduled or emergency maintenance notified under section 5.
9. Force majeure, as defined in the Terms of Use.
10. Requests that are not defects — the quality, style or accuracy of AI output, e-mail deliverability outcomes, search engine ranking or indexing decisions, or a business result not achieved. See Terms of Use, section 8.

Where an issue falls into an exclusion, we will still tell you what we found, and will help you engage the right party where we reasonably can.

7. Remedies

7.1 No service credits

This SLA does not provide for service credits, and a missed target does not by itself give rise to a claim for damages.

7.2 Chronic failure

If, within any rolling period of ninety (90) days, FlyB fails to meet the resolution target for three (3) or more separate S1 incidents, or fails to resolve a single S1 incident within fifteen (15) consecutive days, you may terminate your subscription by written notice to [email protected] given within thirty (30) days of the qualifying event, and we will refund the unused portion of your prepaid term on a pro-rata basis.

7.3 Sole remedy

The remedy in 7.2 is your sole and exclusive remedy for any failure by FlyB to meet a target in this SLA. Nothing in this SLA increases the liability cap in Terms of Use, section 17.4, and nothing in it limits any right you have under mandatory consumer law.

8. Data, backups and continuity

We take regular backups of production data and hold them on encrypted storage. Backups exist for disaster recovery, not as a per-customer undo facility: restoring a single record, a deleted page or a single organisation’s data from backup is not part of this SLA and may not be possible.

Export your own data regularly. The Platform provides contact export and a public API for exactly this purpose. FlyB’s obligations on termination are set out in Terms of Use, section 16.5.

9. Changes to this SLA

We may update this SLA. Where a change materially reduces the commitments above, we will give at least thirty (30) days’ notice before it takes effect, and you may cancel and receive a pro-rata refund of the unused prepaid term if you do not accept it.

10. Contact