Support and service terms

Controlled launch support

During controlled launch, support is handled through the agreed pilot channel and is best-effort unless a written agreement defines response targets, escalation paths, uptime commitments, or service credits.

No public SLA by default

The public website does not create an uptime SLA, incident response SLA, data recovery SLA, or financial service credit. Any binding service-level commitment must be included in a customer agreement or order form.

Paid and self-serve terms

Paid plans, billing frequency, taxes, refunds, cancellation, overage handling, and suspension rules are not final public self-serve terms yet. If a paid pilot is approved, those terms should be documented in the customer agreement before billing starts.

Customer responsibilities

• Keep API keys, webhook secrets, and console accounts secure.
• Do not send unnecessary sensitive payload fields to Syllecta.
• Maintain callback endpoints that can receive and acknowledge forwarded webhooks.
• Coordinate high-volume tests or production-critical launches in advance.
• Report suspected security issues through the documented vulnerability process.