Service Level Agreement (SLA)

Commitments at a glance

Incident response targets

• Critical — 1 hour: complete production outage, confirmed security incident, or business-critical service unavailable.
• High — 4 hours: substantial degradation or loss of important functionality without a practical workaround.
• Normal — 24 hours: standard support requests, minor defects, questions, and non-urgent configuration changes.

Availability measurement & exclusions

• Availability is measured monthly using our monitoring records for the covered production services identified in your agreement.
• Approved maintenance windows, client-requested changes, and outages caused by third-party platforms outside our control are excluded.
• Incidents caused by unauthorized changes, unsupported configurations, or failure to follow documented security requirements are excluded.
• Google Ads performance and third-party platform availability are not uptime guarantees, but related support requests follow the response targets.

Service credits & claims

1. Report the incident. Email help@hanyuzes.com with the affected service, start time, symptoms, and business impact.
2. We validate. We review monitoring and incident records, calculate covered downtime, and confirm whether the SLA was missed.
3. Credit applied. Approved service credits are applied to the next monthly invoice according to the applicable agreement.

Planned maintenance is normally scheduled outside peak business hours with at least 72 hours' notice when practical. This SLA is provided by Hanyuze Technology Inc. for eligible managed services purchased through hanyuzes.com; a signed agreement may define service-specific terms.

Need help with a service incident? Contact our support team.