Yirla – Service Level Agreement (SLA)
Yirla – Service Level Agreement (SLA)
Effective Date: Jan 11, 2026
Service Provider: Spark Foundry, dba Yirla
1. Service Overview
Yirla provides a cloud-based advertising intelligence and analytics platform that aggregates, processes, and presents advertising data and insights for decision-making purposes.
This SLA defines Yirla’s commitments regarding availability, support response times, incident handling, and service credits, excluding scheduled maintenance and events outside Yirla’s reasonable control.
2. Service Availability
Yirla commits to the following service availability:
Monthly Uptime Commitment: 99.5%
Availability is measured on a calendar-month basis
Uptime includes access to the Yirla web application and core APIs
Exclusions:
Scheduled maintenance (with notice)
Force majeure events
Third-party platform outages (e.g., LinkedIn, Google Ads APIs)
Customer misconfiguration or misuse
Availability Formula:
(Uptime Minutes – Downtime Minutes) ÷ Uptime Minutes × 100
3. Scheduled Maintenance
Planned maintenance windows will be communicated at least 48 hours in advance
Maintenance will typically occur during off-peak hours
Emergency maintenance may occur without advance notice when required for security or stability
4. Support Services
Support Channels
Email: support@yirla.com
In-app support (where available)
Support Hours
Business Hours: Monday–Friday, 9:00 AM–5:00 PM PT
Emergency incidents may be addressed outside business hours on a best-effort basis
5. Incident Severity & Response Targets
Severity | Description | Initial Response Target |
|---|---|---|
Critical (P1) | Platform unavailable or major functionality unusable | ≤ 4 business hours |
High (P2) | Significant degradation, no workaround | ≤ 1 business day |
Medium (P3) | Partial impact or workaround available | ≤ 2 business days |
Low (P4) | General questions or cosmetic issues | ≤ 3 business days |
Response time = acknowledgement and initial investigation, not resolution.
6. Incident Communication
For P1 and P2 incidents:
Yirla will provide status updates at reasonable intervals
A post-incident summary may be shared upon request for major incidents
7. Service Credits (Optional / Enterprise-Only)
If monthly uptime falls below 99.5%, customers may be eligible for service credits as follows:
Monthly Uptime | Service Credit |
|---|---|
99.0% – 99.49% | 5% of monthly fee |
98.0% – 98.99% | 10% of monthly fee |
< 98.0% | 15% of monthly fee |
Credits are applied to future invoices and must be requested within 30 days of the affected month.
8. Data Dependencies & Third-Party Services
Yirla relies on third-party advertising platforms and data sources. Yirla does not guarantee:
Completeness or availability of third-party data
Timeliness of data provided by external APIs
Accuracy of spend or performance estimates dependent on external signals
9. Security & Compliance Alignment
Yirla maintains reasonable administrative, technical, and organizational safeguards aligned with SOC 2 principles. Formal certifications may be pursued separately and are governed outside this SLA.
10. SLA Modifications
Yirla may update this SLA with reasonable notice. Material changes will be communicated in advance and will not reduce service levels for existing enterprise agreements without mutual consent.
11. Contact
For SLA-related inquiries:
Email: support@yirla.com