Service Level Agreement

Version 2026-09-05

This Service Level Agreement ("SLA") forms part of the Terms of Service between Bytloop ("Bytloop") and Customer. It applies to paid subscriptions to Bytloop Mail (the "Service"). Free-tier accounts are provided on a best-effort basis and are not covered by this SLA.

1. Definitions

"Availability"means the percentage of minutes in a calendar month during which the Service's Core Endpoints respond to well-formed requests without an error attributable to Bytloop.
"Core Endpoints" means the transactional email send API, the inbox web application, the incoming-webhook endpoints, and the tRPC authenticated procedures required to send, receive, and read mail.
"Monthly Uptime Percentage" is calculated as (total minutes in month − Downtime minutes) / total minutes in month × 100.
"Downtime" means any minute in which more than 5% of Core Endpoint requests fail with 5xx status codes attributable to Bytloop, as measured by our external monitoring (statuspage or equivalent). Excluded events do not count as Downtime.
"Service Credit" means a credit against future subscription fees, calculated per § 4.

2. Uptime commitment

Bytloop targets a Monthly Uptime Percentage of at least 99.9% for Core Endpoints on all paid plans, and 99.99% on Enterprise plans (contractually agreed).

3. Exclusions

The following do not count towards Downtime:

Scheduled maintenance announced at least 48 hours in advance via the status page or dashboard.
Emergency maintenance required to preserve security or data integrity, announced when practicable.
Failures caused by Customer's misuse, misconfiguration, code, DNS records, or integrations.
Failures caused by third-party services outside Bytloop's reasonable control (e.g. upstream email provider outages, ISP or DNS issues, force majeure).
Rate-limiting and throttling applied per the Acceptable Use Policy or to protect deliverability.
Beta features, features labelled "experimental", and features Customer has enabled outside the default configuration.
Free-tier usage, sandbox / test-mode traffic, and internal Bytloop tenants.

4. Service Credits

If Bytloop fails to meet the applicable Monthly Uptime Percentage, Customer is entitled to the following Service Credit, applied against the next monthly invoice for the affected Service:

Monthly Uptime Percentage	Service Credit
< 99.9% but ≥ 99.0%	10% of that month's fee
< 99.0% but ≥ 95.0%	25% of that month's fee
< 95.0%	50% of that month's fee

5. Requesting a Service Credit

Customer must request a Service Credit within thirty (30) days of the end of the affected calendar month by emailing hello@bytloop.com with the account identifier and the observed Downtime windows. Bytloop will review, respond within ten (10) business days, and apply approved credits to the next invoice.

6. Maximum credit

Service Credits in any single calendar month may not exceed 50% of the fees paid by Customer for the affected Service in that month. Service Credits are the sole and exclusive remedy for failure to meet the SLA. Credits are non-refundable and expire at the end of the paid term.

7. Support responsiveness

Bytloop targets the following first-response times for support requests submitted through the dashboard or by email:

Urgent (production impact): within 4 business hours on Business and Enterprise plans; 1 hour on Enterprise with dedicated support.
High: within 1 business day.
Normal / low: within 3 business days.

Response-time targets are goals, not additional Service Credit triggers. Enterprise plans may negotiate stricter targets in an order form.

8. Changes

We may update this SLA. Material changes will be announced at least fourteen (14) days in advance. Uptime targets may only be lowered on renewal, not mid-term.