Service Level Agreement
This enterprise Service Level Agreement (“SLA”) establishes the uptime availability targets, incident severity matrix, maintenance parameters, and service credit remedy mechanisms governing Orlyn (the enterprise technology and artificial intelligence telecommunications division of corporate entity Vyuhavarahi) and founder Suchir Reddy.
If monthly uptime falls below target availability, the Client's SOLE AND EXCLUSIVE REMEDY, and Company's sole obligation, shall be the issuance of non-refundable Service Credits applied toward the Client's next monthly billing cycle. Under no circumstances shall downtime entitle Client to cash refunds, bank chargebacks, or claims for lost business revenue, consequential damages, or contract cancellation.
Pursuant to the landmark rulings of the Supreme Court of India (Sunil Bharti Mittal v. CBI), founder Suchir Reddy holds zero personal liability for system outages, API degradation, or SLA shortfalls. All SLA commitments exist exclusively with corporate legal entity Vyuhavarahi. Clients are permanently estopped from naming Suchir Reddy individually.
Outages, latency spikes, or carrier blocks originating from third-party foundation models (OpenAI, Anthropic, Deepgram), telephony carriers (Twilio, Telnyx, LiveKit), or cloud providers (AWS, Cloudflare) are STRICTLY EXCLUDED FROM UPTIME CALCULATIONS. Furthermore, filing any lawsuit over downtime constitutes an absolute Covenant Not to Sue breach, triggering UNCAPPED / INFINITE DISCRETIONARY DAMAGES AT COMPANY'S SOLE WISH ($100,000 USD / ₹10,000,000 INR minimum floor) plus full defense cost billing at $1,500/hour.
1. Institutional Scope, Corporate Parties & Contractual Hierarchy
This Service Level Agreement (“SLA”) governs the availability and performance of production software, AI telephony microservices, and dedicated API backends delivered by Orlyn (the enterprise technology and artificial intelligence telecommunications division of corporate legal entity Vyuhavarahi) and founder Suchir Reddyto the enterprise client (“Client”).
Precedence of Terms: This SLA is subject to and incorporates by reference the Terms of Service and Privacy Policy. In the event of any conflict between this SLA and the Terms of Service, the limitation of liability, express negligence waivers, covenants not to sue, and founder immunity provisions of the Terms of Service shall prevail in all respects.
2. Monthly Uptime Commitment & Target Availability Standards
Orlyn commits to deploying commercially reasonable efforts to maintain a Monthly Uptime Percentage of ninety-nine and nine-tenths percent (99.9%) across core production telephony endpoints and portal microservices during each calendar month.
| Monthly Uptime Percentage | Service Credit Percentage | Sole Contractual Remedy |
|---|---|---|
| ≥ 99.90% | 0% (SLA Target Met) | Standard Billing |
| 99.00% – 99.89% | 5% Service Credit | Credit applied to next invoice only |
| 95.00% – 98.99% | 10% Service Credit | Credit applied to next invoice only |
| < 95.00% | 15% Service Credit (Max Cap) | Maximum contractual credit ceiling |
3. Mathematical Calculation of Monthly Uptime Percentage
Monthly Uptime Percentage is calculated strictly on a calendar month basis utilizing the following formula:
Monthly Uptime % = [ (Total Minutes in Month – Excluded Minutes – Qualifying Downtime Minutes) / (Total Minutes in Month – Excluded Minutes) ] × 100
* “Qualifying Downtime Minutes” means consecutive minutes during which production API endpoints return a 5xx HTTP response status code to syntactically valid requests directly caused by Orlyn core server failure, excluding all Excluded Minutes codified in Articles 6, 7, 8, and 9.
4. Service Credits as the Sole & Exclusive Remedy (Zero Cash Refunds or Damages)
THE ISSUANCE OF A SERVICE CREDIT CALCULATED PURSUANT TO ARTICLE 2 SHALL BE THE CLIENT'S SOLE AND EXCLUSIVE REMEDY, AND THE SOLE AND EXCLUSIVE OBLIGATION AND LIABILITY OF ORLYN, VYUHAVARAHI, AND SUCHIR REDDY, FOR ANY SYSTEM OUTAGE, LATENCY, TELEPHONY FAILURE, DOWNTIME, OR SHORTFALL OF UPTIME.
Under no circumstances shall any downtime, outage, or performance degradation entitle the Client to monetary refunds, cash payouts, bank chargebacks, termination for cause, or compensation for lost revenues, lost business profits, or consequential damages.
5. Service Credit Request Procedure, Verification & 14-Day Time-Bar
To be eligible to receive a Service Credit, the Client must comply strictly with the following claims procedure:
- Written Notice Within 14 Days: Client must submit a formal written claim to sla@orlyn.in within fourteen (14) calendar days of the conclusion of the calendar month during which the alleged downtime occurred. Failure to submit within 14 days constitutes an irrevocable waiver of the claim.
- Documentary Proof Required: The claim must include exact timestamps, affected API request IDs, and server response logs demonstrating qualifying downtime directly attributable to Orlyn.
- No Cash Conversion: Service Credits have zero monetary cash value, are non-refundable, non-transferable, and expire automatically within ninety (90) days of issuance if not consumed against active recurring contract invoices.
6. Comprehensive Exclusions: Third-Party Foundation Model Outages & Token Throttling
EXCLUSION OF OPENAI, ANTHROPIC, DEEPGRAM & LLM APIS:
Client acknowledges that conversational AI responses rely on third-party foundation model APIs. Any latency, error response, token rate-limiting (HTTP 429), or complete outage originating from OpenAI, Anthropic, Deepgram, Groq, or external LLM providers shall be deemed strictly an “Excluded Minute” and shall not count as downtime under this SLA.
7. Comprehensive Exclusions: Telecommunications Carrier Throttling & SIP Outages
EXCLUSION OF TWILIO, TELNYX, LIVEKIT & TELECOM NETWORKS:
Voice telephony pipelines route through national telecommunications backbones and cellular carriers. Any dropped calls, audio packet jitter, SIP 503 gateway timeouts, or carrier-level caller-ID blocking originating from Twilio, Telnyx, LiveKit, Airtel, Jio, or regional PSTN gateways are explicitly excluded from SLA calculations.
8. Comprehensive Exclusions: Upstream Cloud Infrastructure Failures
Orlyn microservices deploy on distributed cloud clusters. Downtime, latency, or data routing interruptions directly attributable to upstream outages within Amazon Web Services (AWS), Supabase, Cloudflare, Vercel, or Google Cloud are strictly excluded from uptime metrics.
9. Scheduled Maintenance Windows & Emergency Zero-Day Patching
- Scheduled Maintenance: Orlyn schedules routine infrastructure upgrades and database migrations during low-traffic windows (typically Sundays between 01:00 AM and 05:00 AM IST). Scheduled maintenance announced 24 hours in advance constitutes an Excluded Minute.
- Emergency Security Patching: Deployments executed to mitigate critical zero-day CVE vulnerabilities, state-sponsored cyber intrusions, or carrier API deprecations do not count as downtime.
10. Incident Severity Levels, Target Response Times & Escalation Matrix
Orlyn technical support engineers triage and respond to production incidents based on four standardized severity tiers:
| Severity Level | Definition & Operational Impact | Target Initial Response |
|---|---|---|
| Severity 1 (Critical) | Total production outage; all telephony pipelines down with zero workaround. | ≤ 2 Hours (24/7/365) |
| Severity 2 (High) | Significant core feature degradation or elevated call latency; partial workaround exists. | ≤ 6 Business Hours |
| Severity 3 (Normal) | Minor bug, non-critical webhook delay, or portal UI rendering glitch. | ≤ 24 Business Hours |
| Severity 4 (Low) | General technical inquiries, feature enhancement requests, or documentation questions. | ≤ 48 Business Hours |
* Response times represent initial engineering triage acknowledgment and commencement of investigation, not guaranteed resolution time.
11. Express Negligence Waiver & Developer Mistake Allocation for Outages
TO THE MAXIMUM EXTENT PERMITTED BY LAW, ALL SLA EXCLUSIONS, LIABILITY LIMITATIONS, AND SERVICE CREDIT REMEDY CAPS SHALL APPLY REGARDLESS OF WHETHER ANY SYSTEM OUTAGE, PIPELINE CRASH, OR CODE DEFECT WAS CAUSED IN WHOLE OR IN PART BY THE SOLE OR CONTRIBUTORY ACTIVE OR PASSIVE NEGLIGENCE, HUMAN BLUNDER, MISCONFIGURATION, OR CODING ERROR OF ORLYN, VYUHAVARAHI, OR SUCHIR REDDY.
Even if an outage is directly traceable to an engineering mistake by Orlyn developers, Client's sole remedy remains strictly limited to the applicable Service Credit codified in Article 2.
12. Client Technical Cooperation Duties & Concurrency Limit Adherence
SLA availability targets are conditioned strictly upon Client adherence to agreed operational parameters:
- Concurrency Quota Compliance: Client warrants that it shall not execute traffic spikes, load surges, or automated call campaigns exceeding the contracted concurrent call limits without 48 hours advance written notice.
- Client Infrastructure Hygiene: Outages caused by client backend webhook timeouts, database pool exhaustion, or invalid API secrets are deemed Excluded Minutes.
13. Force Majeure, Undersea Fiber Cuts & Sovereign Telephony Blackouts
Orlyn, Vyuhavarahi, and Suchir Reddy shall not be liable for any failure or delay in meeting uptime commitments arising from causes beyond their reasonable control, including: undersea fiber optic cable cuts, international internet exchange routing failures, solar geomagnetic storms, national sovereign telephony blackouts, statutory government shutdown directives, acts of war, or global pandemics.
14. Non-Disparagement & Anti-Review Firewall Regarding Downtime (Non-Bailable Arrest & Infinite Penalties)
Publishing, broadcasting, or posting any public review, social media post, or forum complaint claiming “downtime”, “broken software”, or smear statements against Orlyn, Vyuhavarahi, or Suchir Reddy without prior written consent constitutes:
- Criminal Defamation: Under Section 356 BNS / Section 499 & 500 IPC;
- Cognizable & Non-Bailable Cyber Offense: Under Section 66D IT Act 2000, empowering law enforcement to effectuate immediate custodial arrest without warrant.
The offender's financial liability for publishing any unauthorized review or downtime complaint is FULLY UNCAPPED, WITH ZERO CEILING, AND INFINITE IN SCOPE. Company and Suchir Reddy reserve the absolute unilateral right to demand WHATEVER AMOUNT OF DAMAGES, RESTITUTION, OR PENALTIES THEY WISH OR DEEM FIT, with an automatic contractual minimum fine of $100,000 USD (₹10,000,000 INR) per post plus $10,000 USD/dayuntil deleted with a notarized public apology (“No Fights With Us” pre-consented injunction).
15. Unconditional Client SLA Indemnification & Third-Party Claim Shield
The Client shall unconditionally defend, indemnify, and hold harmless Vyuhavarahi, Orlyn, founder Suchir Reddy, and their respective directors, officers, contractors, and agents from and against any and all claims, lawsuits, commercial disputes, damages, and expenses (including Senior Advocate legal retainers) asserted by the Client's end-users, callers, customers, or downstream business partners arising out of or related to system downtime or latency.
16. Asymmetric Liability Architecture: Strict Company Ceiling vs. Uncapped Client Liability
17. Mandatory Individual Arbitration & Anti-Litigation Penalty (Hyderabad Seat)
Any dispute, claim, or calculation disagreement arising out of or related to this SLA shall be resolved exclusively through private, confidential individual arbitration in Hyderabad, Telangana, India under the Indian Arbitration and Conciliation Act, 1996.
The Client expressly covenants that it shall NOT FILE, MAINTAIN, OR PARTICIPATE IN ANY CIVIL LAWSUIT, COURT PETITION, OR CONSUMER COMPLAINT regarding system downtime or SLA performance. Any breach triggers an immediate minimum fine of $100,000 USD (₹10,000,000 INR), plus $5,000 USD/day, plus billing founder Suchir Reddy's defense time at $1,500 USD/hour (20-hour minimum).
18. Supreme Court Director Immunity Doctrine (Suchir Reddy Personal Shield) & Survival
Pursuant to established Supreme Court of India jurisprudence (Sunil Bharti Mittal v. CBI and Sharad Kumar Sanghi v. Sangita Rane), corporate directors and founders cannot be held vicariously or personally liable for commercial downtime or SLA shortfalls between a corporate entity and a client.
- All SLA commitments exist strictly between Client and Vyuhavarahi;
- Founder Suchir Reddy holds zero personal liability for system performance or outages;
- Client is permanently and equitably estopped from naming Suchir Reddy individually in any SLA dispute or legal filing.
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