Service Level Agreement

Last updated: July 14, 2026

Waygrid is a brand operated by SOFTEAM CONSULTING, S.A.S.

This Service Level Agreement ("SLA") forms part of the agreement between the customer and SOFTEAM CONSULTING, S.A.S. ("SOFTEAM CONSULTING", "we", "us"), the company that operates the Waygrid platform, governing the customer's use of that platform (the "Agreement"). It applies to every plan.

1. The commitment

Waygrid will make the platform available with a Monthly Uptime Percentage of at least 99.99%. If we fall short in a given calendar month, the customer receives a service credit automatically, as set out below. No claim is required.

2. Definitions

  • "Downtime" means a period of one minute or longer during which the platform's data plane fails to accept and route valid customer traffic in a region the customer has enabled, excluding the exclusions in section 5. Partial minutes are not counted.
  • "Monthly Uptime Percentage" means the total minutes in a calendar month minus Downtime minutes, divided by the total minutes in that month.
  • "Service credit" means a percentage of the monthly fee (or one twelfth of the annual fee) for the affected service, credited against future invoices.

3. Measurement

Uptime is measured continuously by Waygrid's own monitoring across all enabled regions and calculated per calendar month. Current and historical availability is published at status.waygrid.io. If the customer's own monitoring materially disagrees with ours, we will review the underlying data together in good faith.

4. Service credits

  • Monthly Uptime Percentage below 99.99% but at least 99.9% — a service credit of 10%.
  • Monthly Uptime Percentage below 99.9% but at least 99.0% — a service credit of 25%.
  • Monthly Uptime Percentage below 99.0% — a service credit of 50%.

Credits are calculated per calendar month, applied automatically to the next invoice, and shown on it. Credits have no cash value, do not carry over past termination of the Agreement, and, in aggregate, cannot exceed the fee for the month in which the Downtime occurred.

5. Exclusions

Downtime does not include unavailability caused by:

  • scheduled maintenance announced at least 72 hours in advance through the status page, not to exceed four hours per calendar month;
  • the customer's own systems, upstream APIs, configuration, or breach of the Agreement, including suspension permitted under it;
  • failures of networks, systems, or providers outside Waygrid's reasonable control, including internet backbone failures and denial-of-service attacks that Waygrid could not reasonably mitigate; or
  • force majeure events as defined in the Agreement.

6. Sole remedy

Except where the Agreement or applicable law provides otherwise, service credits are the customer's sole and exclusive remedy for any failure to meet this SLA.

7. Changes

Waygrid may update this SLA from time to time, but no update will materially reduce the commitment or the credits for an existing customer during its current subscription term.

8. Contact

Questions about this SLA can be sent to [email protected] or raised with your account team.