Legal

Service Level Agreement

Last updated 28 September 2026

This page sets out the service levels that Yielde, the trading name of Splice Computers (Pty) Ltd, gives for the Yielde platform. Section 1 explains who gives this SLA and how the page is organised. Sections 2 to 14 apply only to the Yielde platform: all platform subscriptions, including the Starter, Growth and Business plans (whatever the billing period) and any custom platform plan, and any other Yielde subscription service sold through our checkout or bought under the version of our Terms of Service dated 20 June 2026. They set the uptime target, service credits, support response times and maintenance windows. If you use Venuo, our enquiry desk for wedding and function venues, its own terms at https://venuo.co.za/terms/ apply. This version takes effect on 28 September 2026 and replaces the version of 27 September 2026, which replaced the version of 31 May 2026. No platform commitment has been reduced. If you were a platform Customer before 27 September 2026, this version applies to you only as section 13.2 explains.

Important: limits on what Yielde owes (Consumer Protection Act, section 49). Please read this before you subscribe, sign or pay.

Platform. Some parts of this page limit what Yielde owes a platform Customer, or place responsibilities on you:

Section 3: the 99.0% uptime figure is a target Yielde uses commercially reasonable efforts to meet, not a guarantee. It does not apply to tenants in the closed early platform pilot (section 3.2) unless agreed in writing.
Sections 4.1 and 8.2: Yielde works out downtime, and checks credit claims, from its own monitoring records, acting reasonably and in good faith.
Section 5.2: support times are targets for a first response. They are not promises that a problem will be fixed, or the Service restored, by that time.
Sections 5.3 and 5.4: support times run only from a correctly logged request with enough detail to triage it. Support does not cover your own workflows and content, services you connect, misuse, or the events in section 7.
Sections 6 and 7: maintenance time and some outages do not count as downtime, so they earn no Service Credit.
Section 8: for missed uptime, your only remedy is a Service Credit of 5% to 15% of that month's subscription fee. It is taken off a future invoice, not paid in cash. You must claim it in writing within 30 days after the end of that month, or you lose it. This does not affect your right to a refund under Refund Policy section 8.2: if Yielde cannot provide the core Service at all for a paid period, through no fault of yours, you get a refund of the plan fee for that period.
Section 11: you are responsible for your credentials, your use of the Service, your usage limits, your contact details, paying on time and your own POPIA duties.
Section 12.1: Yielde's liability for missed uptime is limited to those Service Credits. This does not affect your right to a refund of the plan fee under Refund Policy section 8.2 where Yielde cannot provide the core Service to you at all for a paid period.

These limits do not apply to Yielde's gross negligence, fraud or wilful misconduct, or to anything else the law does not allow to be limited (section 12.2 and Terms of Service section 10.1). They do not limit your rights under POPIA, the DPA or the Consumer Protection Act, where it applies to you.

Each of these clauses is also marked Important where it appears.

1. Purpose, scope and how this SLA fits with your agreements

1.1 Who gives this SLA. This SLA is given by Splice Computers (Pty) Ltd, trading as Yielde (registration number 2019/272712/07), of 55 York Street, George, Western Cape, 6529, South Africa ("Yielde" or the "Provider").

1.2 The platform.

The Yielde platform (the "Service" in sections 2 to 14): the per-tenant AI automation workspace (automation workflows, supporting databases, and the customer portal) supplied on a recurring subscription. This includes every platform subscription: the Starter, Growth and Business plans (whatever the billing period) and any custom platform plan, and any other Yielde subscription service sold through our checkout or bought under the version of our Terms of Service dated 20 June 2026. A platform subscriber is the "Customer".

Sections 2 to 14 apply only to the platform.

1.3 Platform: how this SLA fits with your agreements. For the platform, this SLA is subordinate to and forms part of the Terms of Service and, where the Customer processes personal information of its own end-users or leads through the Service, the Data Processing Agreement ("DPA"): the POPIA section 21 mandatory written operator contract. Where this SLA conflicts with the DPA on a data-protection matter, the DPA prevails. Where it conflicts with the Terms of Service on a commercial matter, the Terms of Service prevail unless this SLA is expressed to override them.

1.4 Platform: data-protection roles. For personal information of the Customer's own end-users or leads processed through the Service, the Customer is the responsible party and Yielde is the operator under POPIA. Yielde is separately a responsible party for its own site, account, authentication, subscription, and billing data. This SLA does not change those roles. It sits alongside the DPA, which governs them.

2. Definitions

These definitions apply in sections 2 to 14 (the platform).

"Available" / "Availability": the Service (the Customer's tenant workspace and portal) is reachable and able to execute workflows, excluding the events listed in section 7 (Exclusions) and section 6 (Maintenance windows).
"Downtime": a period during which the Service is not Available, measured per the monitoring method in section 4, excluding all section 6 and section 7 events.
"Monthly Uptime Percentage": (total minutes in the calendar month, less excluded minutes, less Downtime minutes) divided by (total minutes in the calendar month, less excluded minutes), expressed as a percentage rounded to two decimal places.
"Service Credit": a credit applied against a future invoice for a missed Uptime Target, per section 8. Section 8.5 says when it is the Customer's only remedy.
"Business Hours": 08:00 to 17:00 South African Standard Time (SAST, UTC+2), Monday to Friday, excluding South African public holidays.
"Business Day": Monday to Friday, excluding South African public holidays.

3. Platform: availability commitment (Uptime Target)

3.1 Uptime Target. Important: the Provider will use commercially reasonable efforts to keep the Service Available for a Monthly Uptime Percentage of 99.0% (a "two-nines" target), measured per calendar month. This target is set conservatively to match the current single-node deployment. It will be tightened as high-availability infrastructure matures, not reduced.

3.2 No availability commitment for the closed early platform pilot. Important: where a platform tenant was onboarded under the closed early platform pilot (Terms of Service, Schedule A, item A3), this SLA's availability commitments and Service Credits do not apply unless expressly agreed in writing.

4. Platform: measurement

4.1 Availability is measured per calendar month in SAST. Important: Downtime is determined from the Provider's internal monitoring of the tenant workspace and portal endpoints (reachability and workflow-execution health checks at regular intervals). The Provider will act reasonably and in good faith in classifying Downtime and applying the section 6 and section 7 exclusions.

4.2 Excluded minutes are minutes attributable to section 6 (scheduled or emergency maintenance) and section 7 (exclusions). They are removed from both the numerator and the denominator of the Monthly Uptime Percentage.

5. Platform: support

5.1 Support channel. The Customer logs Support Requests by email to support@yielde.dev (or such other channel as the Provider designates in writing).

5.2 Severity levels and target response times. "Response" means a first substantive human acknowledgement that the request has been received and triaged. Important: these are targets for a first response. They are not promises that the problem will be fixed, or the Service restored, by that time.

Severity	Description	Target first response
S1: Critical	Service wholly unavailable for the tenant; no workflows can run; a suspected or confirmed security compromise affecting personal information (also triggers section 9).	Within 8 Business Hours of a correctly logged request.
S2: High	Major feature or a key workflow broken; significant degradation; no reasonable workaround.	Within 2 Business Days.
S3: Normal	Minor issue, single workflow affected, a reasonable workaround exists, or a question.	Within 3 Business Days.
S4: Low	Cosmetic issue, documentation query, or feature request.	Within 5 Business Days, on a best-efforts basis.

A suspected security compromise also engages the immediate operator-to-customer notification duty under POPIA section 21(2) via section 9. That duty is not limited to Business Hours and is not capped by the S1 response target.

5.3 Customer responsibilities for support. Important: the Customer must provide reasonable detail (affected workspace, time, symptoms, steps to reproduce) and a single named contact. Response targets run from receipt of a correctly logged request with sufficient detail to triage.

5.4 Support scope. Important: support covers the Service as supplied. It excludes the Customer's own workflow logic and content; third-party services the Customer connects; issues caused by the Customer's misuse or unauthorised modification; and the section 7 excluded events.

6. Platform: maintenance windows

6.1 Scheduled maintenance. The Provider may perform scheduled maintenance during a standard maintenance window of Sundays 22:00 to 02:00 SAST. The Provider will use reasonable efforts to give at least 48 hours' notice of scheduled maintenance likely to cause Downtime. Time within a properly notified scheduled maintenance window is excluded and does not count as Downtime.

6.2 Emergency maintenance. The Provider may perform emergency maintenance without prior notice where reasonably necessary to preserve the security, integrity, or stability of the Service (consistent with the POPIA section 19(2) duty to keep safeguards continually updated). The Provider will notify the Customer as soon as reasonably practicable. Emergency maintenance time is excluded.

7. Platform: exclusions (no Downtime, no Service Credit)

The following do not count as Downtime and do not entitle the Customer to a Service Credit:

7.1 Force majeure. Events beyond the Provider's reasonable control, including acts of God, natural disaster, fire, flood, war, civil unrest, government action, pandemic, strikes, load-shedding or national or regional power-grid failures, and large-scale internet or telecommunications failures.

7.2 Customer-caused unavailability. Any unavailability caused by the Customer's acts or omissions; the Customer's or its end-users' equipment, software, network, or connectivity; the Customer's workflow configurations or content; the Customer's breach of the Terms of Service or Acceptable Use Policy; the Customer's exhaustion of usage credits or failure to pay (including suspension for non-payment); or use of the Service outside its documented limits.

7.3 Third-party sub-processor or upstream outages. Unavailability caused by a third-party sub-processor or upstream provider outside the Provider's reasonable control, including Supabase; OpenRouter and the upstream LLM providers it routes to (US-hosted and global); Retell (voice) and Twilio (telephony); Resend (email); Vercel (hosting) and Cloudflare (DNS / access SSO); and Paystack (payments). This exclusion applies to outages only. It does not exclude or dilute the Provider's data-protection obligations for those flows, which are governed by the DPA and our sub-processor register.

7.4 Other exclusions. Beta, preview, or experimental features; suspension or termination in accordance with the Terms of Service; and any availability commitment that, per section 3.2, does not attach.

8. Platform: service credits and remedies

8.1 If the Provider fails to meet the Uptime Target (section 3.1) in a calendar month, the Customer may claim a Service Credit. It is calculated on the recurring monthly subscription fee (excluding usage or metered charges and once-off fees) for the affected tenant:

Monthly Uptime Percentage	Service Credit (% of that month's recurring subscription fee)
At or above 99.0%	None (target met)
At or above 97.0% and below 99.0%	5%
At or above 95.0% and below 97.0%	10%
Below 95.0%	15%

8.2 How to claim. Important: the Customer must request a Service Credit in writing within 30 days after the end of the affected month, with reasonable supporting detail. If the Customer does not claim within that time, it loses the credit. The Provider will validate the claim against its monitoring records, acting reasonably.

8.3 Cap. The most the Customer can receive in Service Credits for one calendar month is 15% of that month's recurring subscription fee for the affected tenant.

8.4 Form of credit. Service Credits are applied against a future invoice (a reduction of the next subscription charge through Paystack, in ZAR). They are not a cash refund and have no cash value except as a credit.

8.5 Only remedy, and the service-failure refund. Subject to section 12.2, Terms of Service section 10.1 and Refund Policy section 8.2, Service Credits are the Customer's only remedy for the Provider's failure to meet the Uptime Target. Where Yielde cannot provide the core Service to the Customer at all for a paid period, through no fault of the Customer, the Customer is entitled to a refund of the plan fee for that period (Refund Policy section 8.2). This section does not limit either party's rights or obligations under the DPA or under POPIA (including the Provider's section 21(2) breach-notification duty and any statutory liability). Those stand independently of, and are not capped or substituted by, Service Credits.

9. Platform: incident and breach communication (POPIA)

9.1 Platform: operational incidents. For S1 availability incidents (section 5.2), the Provider will keep the Customer reasonably informed of status and expected resolution through the support channel.

9.2 Platform: security compromises (POPIA sections 21(2) and 22). Where the Provider, as operator, has reasonable grounds to believe that personal information processed on the Customer's behalf has been accessed or acquired by an unauthorised person, the Provider will notify the Customer (as responsible party) immediately, consistent with POPIA section 21(2). This duty is not limited to Business Hours and is not subject to the section 5.2 response targets or the section 7 exclusions. The Provider does not notify the Information Regulator or affected data subjects. That outward duty rests on the Customer as responsible party under POPIA section 22. The Provider will assist the Customer to make that notification.

9.3 Platform: primacy of the DPA. The detailed breach-notification mechanics, timing, content requirements, and assistance obligations are governed by the DPA. This section is a signpost and tie-in only. Where this SLA and the DPA differ on breach communication, the DPA prevails.

10. Platform: backups and data

10.1 Platform. The Provider takes regular backups of tenant data as described in the DPA. On termination, data export and deletion are governed by the Terms of Service and the DPA.

11. Platform: Customer obligations

11.1 Platform: using the Service. Important: this clause places responsibilities on you. The Customer must keep its account credentials secure; use the Service in accordance with the Terms of Service and Acceptable Use Policy; not exceed documented usage limits; keep a current technical and billing contact on file; and pay subscription fees when due.

11.2 Platform: your POPIA duties. Important: the Customer remains the responsible party for the personal information it processes through the Service. It is responsible for its own POPIA obligations to its data subjects. These include its section 18 collection notices (which, where applicable, must disclose the cross-border processing by the sub-processors outside South Africa listed in our sub-processor register), its lawful basis under section 11, and its outward section 22 breach notifications.

12. Platform: liability

12.1 Platform. Subject to section 12.2, Terms of Service section 10.1 and Refund Policy section 8.2, the Provider's liability under this SLA for any failure to meet the Uptime Target is limited to the Service Credits in section 8 (subject to section 8.5).

12.2 What is never limited. Nothing in this SLA limits or excludes any liability, right or remedy that cannot lawfully be limited or excluded under South African law, including under POPIA, the Consumer Protection Act 68 of 2008 and ECTA where they apply (Terms of Service sections 9.5 and 18.1). Nothing in this SLA limits Yielde's liability for the matters listed in Terms of Service section 10.1, including Yielde's gross negligence, fraud or wilful misconduct. For the platform, the overall liability cap and exclusions in the Terms of Service apply to all other claims.

13. Platform: changes to this SLA

13.1 Platform. The Provider may update this SLA on reasonable prior written notice. Material reductions in the platform commitments will take effect at the start of the next billing period after notice, unless a shorter period is required for security or legal reasons.

13.2 Platform: if you had any Yielde subscription before 27 September 2026. This version reduces no platform commitment. Yielde gives you reasonable prior written notice of this version. It applies to you only from the start of your next billing period after that notice. Until then, the version of 31 May 2026 applies to you, except that a change that only adds to your rights applies from 27 September 2026. You may cancel before then, as Terms of Service sections 14.1 and 14.2 explain. On request, Yielde sends you a free copy of the 31 May 2026 version.

14. Platform: governing law and contact

14.1 Platform: governing law. This SLA is governed by the laws of the Republic of South Africa, and the parties submit to the jurisdiction of the South African courts. All monetary amounts are in South African Rand (ZAR) and billed via Paystack.

14.2 Contact. Splice Computers (Pty) Ltd, trading as Yielde · registration number 2019/272712/07 · 55 York Street, George, Western Cape, 6529, South Africa · support@yielde.dev · 063 611 2952 · https://yielde.dev. Report security vulnerabilities to security@yielde.dev.