We commit to maintaining a 99.7% uptime for subscriptions to our Premium Plan. If we do not meet this commitment and your account is impacted, you may request a service credit for future use.

Uptime Metrics

Downtime

Downtime is defined as the total minutes Sydkic was unavailable in a given calendar month. We use server monitoring tools to assess unavailability, including serverside error rates, ping test results, web server checks, TCP port tests, and website tests.

Downtime does not include:

• 1. Performance issues with specific features (e.g., Facebook messaging, Instagram messaging, WhatsApp messaging).
• 2. Problems related to third-party apps or external services, including Meta APIs.
• 3. Products or features marked as alpha, beta, or similar.
• 4. External network or equipment issues beyond our control, such as routing problems between your internet service provider (ISP) and our servers.
• 5. Scheduled maintenance periods.

Uptime Guarantee

Uptime represents the percentage of time Sydkic was available during a calendar month. We guarantee at least 99.7% uptime for the following core subsystems of Sydkic:

• Web Application
• Sign In / Sign Up
• Message Sending (excluding third-party service issues)
• Growth Tools
• Public API

The uptime calculation is:

[ (Total minutes in the month - Downtime) / Total minutes in the month > 99.7% ]

Scheduled Maintenance

To ensure optimal performance, we occasionally need to conduct maintenance. We will notify you 48 hours in advance via our Status Page (www.status.sydkic.com). Scheduled maintenance will not exceed 10 hours per year.

Status Updates

We provide updates on system availability and outages through in-app notifications and at www.status.sydkic.com. This includes monitoring of all main Sydkic subsystems and information on third-party services.

Service Credits

To request a Service Credit, submit a claim to Customer Support via www.help.sydkic.com within thirty (30) days following the last day of the calendar month where Sydkic failed to meet the uptime guarantee.

Service Credit Calculation:

• 1. 99.7% or above: No Credit
• 2. 99.0% to 99.7%: 5%
• 3. 98.0% to 99.0%: 10%
• 4. Below 98.0%: 15%

All claims will be verified against our system records. In case of a dispute, we will provide the availability record for the disputed period, only in response to claims made in good faith.

Service Credit Terms:

• 1. Credits can only be applied towards the Premium Plan.
• 2. Credits are not refundable.
• 3. Credits cannot be converted into cash.
• 4. Credits are capped at a maximum of 30 days of service.
• 5. Outstanding invoices must be paid.
• 6. Credits expire upon contract termination.
• 7. Service credits are the exclusive remedy for any failure to meet SLA obligations.

Please note that downtime may not affect all accounts equally. For instance, some accounts may receive service credits if they are impacted by a regional outage, while others not affected will not receive credits.

Updates

Sydkic may revise this SLA periodically. The most current version will be available at www.sydkic.com/legal/servicelevelagreement.