Service Level Statement

Last Updated: July 2026

This Service Level Statement ("SLS") is part of the Myra Terms of Service between you and HeyMyra Inc. ("Myra," "we," "us" or "our"). It describes Myra's availability target for the Service and applies only to paying customers in good standing.

1. Target Availability

Myra will use commercially reasonable efforts to make the core web application available 99.5% of the time in any given calendar month, measured excluding the events described below. This target is a goal, not a guarantee, and does not create a warranty.

2. Exclusions

The following are excluded from availability calculations and do not constitute downtime:

Scheduled maintenance (announced in advance where practicable) and emergency maintenance.
Downtime, degradation, filtering, rate-limiting or outages of third-party providers (including Stripe, telephony providers, Meta, email providers, AI model providers, DNS registrars, ISPs).
Carrier filtering, blocking or rejection of SMS/MMS or voice traffic.
Issues caused by Customer's configuration, integrations, code, custom domains, DNS, or content.
Force-majeure events, including natural disasters, war, civil unrest, cyber-attacks, denial-of-service attacks, and acts of government.
Suspension or termination of Customer's account under the Terms.
Beta, preview, experimental or free features.
Telephony-dependent features - including inbound/outbound calling, live transfers, browser dialling, voicemail and answering-machine detection, SMS/MMS and WhatsApp - which depend on carriers and handsets and are provided on a best-efforts basis only. Detection accuracy (for example, distinguishing a live answer from voicemail or an AI call-screening greeting) is not warranted.

Service credits are the sole and exclusive remedy for any availability shortfall. No cash refunds are given for downtime or degraded performance of any feature. We will always endeavour to restore affected features as quickly as possible.

3. Remedy

Provided Customer submits a written claim to contact@heymyra.ai within 30 days of the end of the affected month with sufficient detail for us to verify, and where we confirm the target was missed for reasons not excluded above, Customer's exclusive remedy is a service credit equal to 5% of the affected month's subscription fee for each full 1% below the target, up to a maximum of 30% of that month's subscription fee. Service credits are applied against future invoices, are not refundable in cash, do not apply to wallet balances, usage-based charges, third-party fees or one-off fees, and expire on termination.

4. Support

Standard support is provided by email at contact@heymyra.ai during our normal business hours. Response times are targets, not guarantees. Higher support tiers may be offered under a separate written agreement.

5. Changes

We may update this SLS from time to time. The most recent version published at this URL governs.