1. Scope
This SLA applies to projects hosted and actively supported under a VARYN support retainer. It does not apply to projects delivered and handed off without a retainer arrangement. For questions about data handling and security practices, see our Security page.
2. Uptime Commitment
VARYN targets 99.5% monthly uptime for projects we host and manage. Uptime is measured as availability of the production URL, excluding scheduled maintenance windows communicated at least 48 hours in advance.
Uptime availability ultimately depends on the underlying infrastructure provider (Vercel, AWS, GCP). VARYN's commitment covers our deployment and configuration responsibilities; platform-level outages are governed by the respective provider's SLA.
3. Support Tiers
We offer three support tiers. Response times below are for acknowledgement of a new issue — not resolution, which depends on complexity.
Standard
Acknowledgement within 48 hours for all requests
- Async support via email
- Bug fixes for issues introduced by VARYN's code
- Monthly check-in (30 min)
Priority
Same-day acknowledgement for critical issues; 24 hours for standard requests
- Everything in Standard
- Priority queue for bug fixes and minor enhancements
- Bi-weekly check-in (45 min)
- Performance monitoring review
Enterprise
Dedicated response — SLA terms negotiated per engagement
- Everything in Priority
- Named point of contact
- Custom escalation path and response commitments
- Quarterly business review
4. Incident Response & Escalation
Critical incidents (production down, data breach risk): acknowledged within 4 hours of report. Escalation path: email hello@varyn.ltd with subject "CRITICAL: [project name]". For confirmed security incidents, the client is notified within 24 hours of discovery per our Security practices.
Standard issues (bugs, degraded performance): acknowledged per tier SLA above. Progress updates every 24 hours until resolved.
Post-incident: A root cause summary is provided within 5 business days of resolution.
5. Exclusions & Limitations
This SLA does not cover:
- Incidents caused by client-introduced changes outside the agreed scope
- Third-party service outages (payment processors, email providers, CDNs)
- Force majeure events
- Projects not under an active support retainer
6. Changes to This Agreement
VARYN may update these terms with 30 days' written notice. Continued engagement after the notice period constitutes acceptance of the updated terms. The current version is always available at varyn.ltd/sla.