Service Level Agreement
Effective Date: April 26, 2025 | Malya LLC
Our Commitment
This Service Level Agreement ("SLA") describes Malya LLC's uptime commitments, support response times, and remedies for Malya Voice (SaaS) subscribers. For enterprise project-based engagements (Data Infrastructure, AI Solutions, Analytics, BI), SLA terms are specified in the applicable Statement of Work.
1. Uptime Commitment — Malya Voice
| Plan | Monthly Uptime Target | Max Downtime / Month |
|---|---|---|
| Starter | 99.5% | ~3.6 hours |
| Professional | 99.9% | ~43 minutes |
| Business | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
"Uptime" means the percentage of time the Malya Voice platform is available to receive and process calls, excluding Scheduled Maintenance and Excused Downtime (see Section 4).
2. Support Response Times
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable or major calls failing | 1 hour | 4 hours |
| P2 — High | Significant degradation; major feature impaired | 4 hours | 24 hours |
| P3 — Medium | Minor feature issue; workaround available | 1 business day | 5 business days |
| P4 — Low | General question, feature request, or cosmetic issue | 2 business days | Next release cycle |
Support hours: Monday–Friday, 9 AM–6 PM Central Time. Enterprise plans include extended support hours. Submit tickets via your dashboard or email service@malya.io.
3. Service Credits
If Malya fails to meet the uptime commitment for your plan in a given calendar month, you are eligible to request a service credit:
| Monthly Uptime Achieved | Credit (% of Monthly Fee) |
|---|---|
| Below target but ≥ 99.0% | 10% |
| Below 99.0% but ≥ 98.0% | 25% |
| Below 98.0% | 50% |
To claim a credit, submit a request to service@malya.io within 30 days of the incident. Credits are applied to future invoices and are not redeemable for cash. Maximum credit per month is 50% of the monthly fee.
4. Exclusions (Excused Downtime)
Uptime calculations exclude downtime caused by:
- Scheduled maintenance (announced at least 24 hours in advance)
- Emergency maintenance required to prevent security breaches or data loss
- Third-party service provider outages (Vapi, Supabase, AWS, Stripe, etc.)
- Force majeure events: natural disasters, war, cyberattacks, government actions
- Actions or omissions by the Client, including misconfigured agent settings or invalid API usage
- Internet connectivity issues outside Malya's control
- Free trial accounts or services in beta status
5. Enterprise Project Delivery SLAs
For Data Infrastructure, AI Solutions, Advanced Analytics, and Business Intelligence engagements, delivery commitments are defined in the Statement of Work (SOW). Standard terms include:
- Milestone delivery: Malya commits to delivering agreed milestones by the dates specified in the SOW. Delays caused by client-side actions (delayed approvals, late data provision, change requests) do not count against Malya's delivery obligations.
- Bug fixes post-delivery: For 30 days following final delivery, Malya will fix material defects at no additional charge. Issues arising from change requests or client data are excluded.
- Response to client feedback: Malya will respond to client feedback on deliverables within 2 business days.
- Retainer clients: Dedicated availability of up to the agreed hours per month, with unused hours not carried forward unless otherwise specified.
6. Contact
© 2026 Malya LLC. Effective April 26, 2025.