Commitments and guarantees for AmiSyn B.V. services
This Service Level Agreement ("SLA") describes the service commitments that AmiSyn B.V. (including its divisions: Amisec, Amiphished, and AmiCloud) makes regarding uptime, response times, and support for our services.
This SLA applies to customers with an active service agreement and is subject to the terms outlined in our Terms of Service.
We commit to the following uptime percentages, calculated monthly:
Scheduled maintenance windows are announced at least 7 days in advance and are not counted against uptime guarantees. Maintenance is typically performed during off-peak hours (01:00-05:00 CET).
Complete service outage or security breach
Major functionality impaired
Minor functionality issues
General inquiries or feature requests
Available to all service tiers. Send inquiries to:
General: support@amisyn.com
Security: security@amisyn.com
Available to Professional and Enterprise tiers
Phone numbers provided in your service agreement
24/7 access to ticket system and documentation
Track issues, view reports, manage services
Enterprise tier only - 24/7/365 availability
For critical security incidents and outages
This SLA does not apply to service interruptions caused by:
If we fail to meet our uptime commitments, you may be eligible for service credits:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.5% | 10% of monthly fees |
| 95.0% - 98.9% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
How to claim: Service credits must be requested within 30 days of the incident via email to billing@amisyn.com. Credits are applied to future invoices and cannot be refunded as cash.
We monitor our services 24/7 using automated systems. Service status is available at our status page.
Customers are notified of service incidents via email and status page updates. Enterprise customers receive additional phone notifications for critical incidents.
Professional and Enterprise customers receive monthly SLA reports detailing uptime, incidents, and performance metrics.
We review this SLA annually and may update it to reflect service improvements or changes in our offerings. Customers will be notified of material changes at least 30 days in advance. Continued use of our services after changes constitutes acceptance of the updated SLA.
For SLA-related inquiries or to report service issues:
Support Email: support@amisyn.com
Billing Email: billing@amisyn.com
Security Email: security@amisyn.com
Status Page: status.amisyn.com