> For the complete documentation index, see [llms.txt](https://trustcenter.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://trustcenter.syntphony.com/trust-center/support-model/service-level-agreements.md).

# Service Level Agreements

Syntphony SaaS products service commitment guarantees a **Monthly Uptime Percentage of at least 99.5%** during any monthly billing cycle. If this commitment is not met, then you may be eligible for **Service Credits**.

**Service Credits** are structured as follows:

| Monthly uptime percentage                          | Service credit percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.5% but equal to or greater than 98.0% | 5%                        |
| Less than 98.0% but equal to or greater than 90.0% | 10%                       |
| Less than 90.0% but equal to or greater than 70.0% | 50%                       |
| Less than 70.0%                                    | 100%                      |


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