Enterprise Service Level Agreement
This Enterprise Service Level Agreement ("SLA") forms part of the agreement between LayrCake Ltd ("LayrCake") and the Customer ("Customer") for Enterprise-tier Services.
This SLA applies only to customers subscribed to the Enterprise tier or subject to a separate Enterprise Order Form.
1. Purpose
This SLA defines:
- Service availability targets
- Support response commitments
- Incident management obligations
It does not guarantee business outcomes, application correctness, or regulatory compliance of Customer systems.
2. Service Availability
2.1 Platform Availability Commitment
LayrCake will use commercially reasonable efforts to ensure the Platform is available 99.5% of the time, measured monthly.
Availability excludes:
- Scheduled maintenance
- Force majeure events
- Issues caused by Customer deployments, integrations, or third-party services
- Customer misuse or configuration errors
2.2 Scheduled Maintenance
- Scheduled maintenance may occur outside normal business hours where possible
- Customers will receive reasonable advance notice
- Maintenance windows are excluded from availability calculations
3. Support Services
3.1 Support Channels
Enterprise Customers receive access to:
- Priority support channels
- Named technical contacts (where agreed)
- Escalation pathways
3.2 Incident Severity Levels
| Severity | Description |
|---|---|
| Severity 1 (Critical) | Platform unavailable or critical functionality unusable |
| Severity 2 (High) | Major functionality impaired with no workaround |
| Severity 3 (Medium) | Partial functionality issues or degraded performance |
| Severity 4 (Low) | Minor issues, questions, or requests |
3.3 Response Targets
| Severity | Initial Response | Ongoing Updates |
|---|---|---|
| Severity 1 | Within 2 hours | Every 4 hours |
| Severity 2 | Within 4 hours | Daily |
| Severity 3 | Within 1 business day | As agreed |
| Severity 4 | Within 2 business days | As agreed |
Response time means acknowledgement and triage — not resolution.
4. Incident Management
LayrCake will:
- Log and investigate reported incidents
- Use reasonable efforts to restore service
- Communicate status during active incidents
LayrCake does not guarantee resolution timelines due to the probabilistic nature of software systems and AI-assisted processes.
5. Service Credits (Limited Remedy)
If monthly availability falls below 99.5%, the Customer may be eligible for service credits as follows:
| Availability | Credit |
|---|---|
| < 99.5% and ≥ 99.0% | 5% of monthly fee |
| < 99.0% | 10% of monthly fee |
Credits:
- Apply to future invoices only
- Are the Customer's sole and exclusive remedy
- Do not apply to outages outside LayrCake's reasonable control
6. Customer Responsibilities
The Customer is responsible for:
- Application logic correctness
- Validation and testing of AI-generated code
- Compliance with applicable laws and regulations
- Securing Customer-controlled infrastructure
LayrCake provides architectural constraints — not business guarantees.
7. Exclusions
This SLA does not apply to:
- Beta or experimental features
- Third-party services or integrations
- Issues caused by Customer modifications or misuse
- Force majeure events
8. Data Protection
This SLA operates in conjunction with the Data Processing Agreement (DPA).
Nothing in this SLA overrides data protection obligations.
9. Changes to SLA
LayrCake may update this SLA with reasonable notice.
Material changes will not reduce service levels during an active contract term.
10. Governing Law
This SLA is governed by the laws of England and Wales.