Last Updated: August, 18, 2026
This Service Level Agreement (“SLA”) describes the uptime commitment as well as some other priority support features offered to Milyli’s customers, who are current on their payment obligations.
All capitalized terms not otherwise defined in Section 9 to this SLA are as set forth in Milyli’s Terms of Service or such other agreement governing the use of Milyli’s Services, as applicable (“Agreement”).
1.1 The Core Services shall be available no less than 99% of the time, twenty-four (24) hours per day, seven (7) days per week (including holidays), measured on a calendar monthly basis; provided that the calculation of the Services Monthly Uptime shall not be impacted by the following events, which are not deemed events of Service Unavailability:
1.1.1. Where the Core Services were unavailable due to an incident which was not within the control of Milyli, including unavailability caused by acts of God, acts of government, insurrection, war, riot, global health emergency, disease outbreak, explosion, nuclear incident, fire, flood, earthquake, global pandemic, unavailability of telecommunications and internet service due to general unavailability of telecommunication or internet service provider’s systems or other catastrophic event beyond the reasonable control of Milyli.
1.1.2. The Core Services were unavailable due to planned maintenance, provided that Milyli provides Customer at least three (3) days’ advance notice (by posting an announcement on the Status Page, the Sites, via the Services, and/or by sending Customer an email) that the Services shall be unavailable due to maintenance and/or upgrading.
1.1.3. The Core Service were unavailable due to (a) Customer’s and/or a third party’s software, network, links, products, services, widgets, apps, integrations, hardware or other equipment; (b) Customer’s or anyone on its behalf use of the Services in violation or in a manner not authorized in the Agreement; and/or (c) resulting from a Distributed Denial of Service (DDoS) attacks and/or any other unlawful activity.
Term | Definition |
Issue | A specific matter or concern identified and logged by Milyli’s support team in response to a Support Request. |
Services Monthly Uptime | The total number of minutes in the applicable month that the Service is available minus Scheduled Downtime. |
Resolution Assessment | The amount of time it takes Milyli to provide an initial assessment of the Support Request, including its potential cause, impact, and solution, and then to communicate a clear action plan which includes Client options or planned next steps. It’s important to note that Resolution Assessment Time does not necessarily mean the issue has been completely resolved. Rather, it indicates that we have thoroughly assessed the request and provided a clear path forward. e.g. system issues will be prioritized according to the Milyli bug management process. |
Response | The amount of time it takes us to acknowledge notification of a Support Request. |
Scheduled Downtime | The total number of minutes in any given month that the Services are unavailable due to scheduled maintenance and repair. |
Support Request | Client communication to Milyli via (i) a support ticket; (ii) an email addressed to support@blackout.now; or (iii) a telephone call to the VP of Customer Advocacy, of an unscheduled or unanticipated occurrence that adversely affects the delivery of the Services. |
We will provide the maintenance and support services set forth as a part of the Agreement. All support is provided in the English language.
If Client feels that a Severity 1 problem is not being adequately addressed, the Client should contact Milyli VP of Customer Advocacy at +1 (312) 265-0136 x212. The ticket # with occurrence details should be included. For all other issues and questions, our Milyli help desk (via email and support portal) is available from 8 A.M. CT to 6 P.M. CT Monday through Friday (except national holidays and winter shutdown).
4.1 Incident Classification
Severity 1 | A primary service is down and not usable (e.g. file upload or file production is not operating; all pages are not loading or are displaying an error message). Data corruption or data loss has occurred or will occur. |
Severity 2 | A primary service is severely impacted for a large number of users or is available but with substantial limitations and/or frequent disruptions, causing serious business impacts (e.g. sessions are timing out for a substantial number of users, all Production attempts fail). |
Severity 3 | A core feature of the Services (e.g. redaction, tagging) has significant disruption and is not usable or data may not be displayed as expected, but is not lost. No commercially reasonable workaround exists. |
Severity 4 | Some features are receiving intermittent errors, or users cannot use the Services in possibly obscure ways (e.g. slowly or partially loading pages or images). A reasonable workaround exists. |
Severity 1 | Response | 30 min |
Resolution Assessment | 12 hrs | |
Severity 2 | Response | 1 hr |
Resolution Assessment | 3 business days | |
Severity 3 | Response | 4 hrs |
Resolution Assessment | 5 business days | |
Severity 4 | Response | 24 hrs |
Resolution Assessment | Resolution time not guaranteed |
We will use commercially reasonable efforts to ensure the Services are available (i.e., accessible and usable) at the Services Monthly Uptime. If we fail to meet the Services Monthly Uptime, we will issue a service credit equal to the applicable credit % for each Agreement as outlined in the table below, multiplied by the prorated monthly subscription cost related to the impacted service. The credit can be applied to the next subscription services invoice.
Availability | Service Percentage Credit |
99.00% – 100.00% | 0% |
94.00% – 98.99% | 5% |
85.00% – 93.99% | 10% |
Less than 85.00% | 25% |
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