1. Overview
This Service Level Agreement (“SLA”) describes the availability commitment, incident response objectives, and service credit terms that YorTech provides to customers on paid subscription plans. This SLA is incorporated into and governed by the YorTech Terms of Service.
2. Uptime Commitment
99.9% uptime translates to a maximum allowable downtime of approximately 43.8 minutes per month or 8.7 hours per year.
3. Measurement & Exclusions
Downtime is measured from the moment YorTech confirms a service-affecting incident to the moment the service is restored. The following are excluded from downtime calculations:
- Scheduled maintenance windows (see Section 5).
- Force majeure events (natural disasters, widespread internet outages, acts of war or government).
- Incidents caused by Customer actions, misconfigurations, or third-party integrations not managed by YorTech.
- Beta or preview features explicitly marked as not covered by this SLA.
- Payment gateway (Midtrans) availability, which is governed by Midtrans’s own SLA.
4. Incident Response SLOs
All incidents are triaged and classified into priority levels. Response and resolution targets are:
| Priority | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| P1 | Complete service outage or data loss affecting all users. | 15 minutes | 4 hours |
| P2 | Critical feature unavailable or severe degradation affecting majority of users. | 30 minutes | 8 hours |
| P3 | Non-critical feature degraded or affecting a subset of users. Workaround available. | 2 hours | 3 business days |
| P4 | Minor issue, cosmetic bug, or feature request. No business impact. | 1 business day | Next scheduled release |
Response times are measured from the moment a verified incident report is received by our support team. Business hours are 08:00–17:00 WIB (UTC+7), Monday–Friday, excluding Indonesian national holidays.
5. Scheduled Maintenance
YorTech performs scheduled maintenance during low-traffic windows to minimize business impact:
- Standard window: Sundays 01:00–04:00 WIB (UTC+7).
- Customers will be notified at least 48 hours in advance by email for planned maintenance expected to cause service interruption.
- Emergency maintenance (security patches, critical bug fixes) may occur outside this window with best-effort advance notice.
6. Service Credits
If YorTech fails to meet the monthly uptime commitment, eligible customers may request service credits according to the schedule below:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the incident by contacting support@yortech.id. Credits are applied to future invoices and are not redeemable for cash. The maximum credit in any calendar month is 50% of that month’s subscription fee.
7. Escalation Path
If you believe an incident is not being addressed within the committed response times, you may escalate:
- Level 1 — Support: support@yortech.id (first contact for all incidents).
- Level 2 — Engineering Lead: If unresolved within the SLO window, ask support to escalate to the on-call engineering lead.
- Level 3 — Executive: For P1 incidents unresolved after 4 hours, escalate to hello@yortech.id with subject “P1 Escalation.”
8. Enterprise SLA
Customers on the Enterprise plan may negotiate a custom SLA with enhanced uptime targets (up to 99.99%), dedicated support channels, and custom maintenance windows. Custom SLA terms supersede this standard SLA and are documented in the Enterprise subscription agreement.
To discuss an Enterprise SLA, contact hello@yortech.id.
9. Changes to This SLA
YorTech reserves the right to modify this SLA with 30 days written notice. Continued use of the service after the notice period constitutes acceptance of the updated SLA.
10. Contact
For SLA-related inquiries or to report a potential SLA breach, contact:
YorTech Support
support@yortech.id
Jakarta, Indonesia