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Last Updated: June 1, 2026
Service Level SLA
This Service Level Agreement (SLA) outlines our commitments regarding server uptime, response times, and system maintenance.
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1. Uptime Guarantees
We target high availability across all production resources:
- Voxis AI Network Uptime: 99.9% monthly uptime, excluding planned maintenance.
- Enterprise Hosting: Subject to custom contracts (up to 99.95% uptime guarantees).
- Service Credit: If availability falls below the target, B2B clients may request billing credits.
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2. Support Severity & Response
Active support requests sent to support@cyphex.agency are categorized to ensure urgent issues are resolved quickly:
| Severity | Definition | Response | Resolution |
|---|---|---|---|
| Level 1 - Critical | Core platform offline. | < 1 Hour | < 4 Hours |
| Level 2 - High | Core features fail. | < 4 Hours | < 12 Hours |
| Level 3 - Medium | Minor bug. | < 12 Hours | < 2 Days |
| Level 4 - Low | General questions. | < 24 Hours | Planned Release |
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3. Scheduled Maintenance
Planned system maintenance that may impact service availability is scheduled during low-traffic windows (typically 12:00 AM to 4:00 AM PKT). We commit to notifying clients via email at least 3 business days prior to any planned maintenance.