Service Level Agreement
Operational targets for managed services support, not guaranteed commitments
Last updated:
27 August 2026
Introduction
This Service Level Agreement ("SLA") applies to Hybytes’ services relating to the infrastructure and systems that Hybytes operates or supports on the Client’s behalf.
This SLA does not apply to fixed-scope projects, such as AWS migrations, or staff augmentation services, which are governed by the delivery timelines and terms set out in the relevant SOW.
Where a SOW specifies different service levels for a particular engagement, those service levels will take precedence over this SLA.
1. The nature of the targets in this document
The tiers, response times, and other figures described in this SLA are operational targets that Hybytes works toward using reasonable endeavours, not guaranteed outcomes, and do not by themselves create a right to a refund, credit, or compensation.
What applies to a given engagement depends on the nature of the service and the scope of the project, as set out in the applicable SOW, which takes precedence over this SLA where it states something different.
2. Support tiers and hours
Support hours and tiers depend on the nature of the service and the scope of the project. The tier applicable to a given engagement, and the hours it covers, are set out in the relevant SOW.
3. Response times
Response time targets depend on the nature of the service and the scope of the project. These are targets, not guarantees, for the reasons set out in Section 1. Any specific response time a Client wants to rely on should be agreed and recorded in the applicable SOW.
4. Availability
Where relevant, availability targets depend on the nature of the service and the scope of the project. Any percentage or figure mentioned in a SOW is an aim we work toward, not a guaranteed outcome, unless the SOW expressly states it as a binding commitment with a defined remedy.
5. Scheduled maintenance
We aim to give the Client reasonable advance notice of planned maintenance likely to affect managed systems, and to keep maintenance windows as short as reasonably possible. Emergency maintenance required to address a security risk or active incident may be carried out with shorter or no advance notice.
6. Escalation
If an incident is not progressing to the Client's satisfaction, the Client may escalate through the escalation contacts named in the SOW, up to the Hybytes engagement lead and, where necessary, to Hybytes' senior management.
7. Incident communication
We aim to notify the Client of a significant incident affecting their systems as soon as reasonably practicable after detection, and to provide updates at reasonable intervals until it is resolved or mitigated.
8. Reporting
Where the applicable SOW includes reporting, Hybytes aims to provide a periodic report covering incidents and other relevant observations, depending on the nature of the service and the scope of the project.