Service Level Agreement — Talent App

This SLA describes our commitments for the Tiram app used by talent (“Talent App”). It applies to all users; paid production SLAs are covered separately.

Availability

We target 99.5% monthly uptime for core actions: sign-in, viewing call times, confirming auditions, and receiving notifications.

Support & response

• Support window: Monday–Friday, 09:00–18:00 (Asia/Kuala_Lumpur)
• High (blocking confirmations): first response within 4 business hours
• Normal (non-blocking): first response within 1 business day

Maintenance windows

Planned maintenance may occur Saturdays 22:00–02:00 (Asia/Kuala_Lumpur). We aim to notify at least 24 hours in advance.

Fair use

We may apply reasonable rate limits to protect reliability. These limits are designed not to affect normal use.

Exclusions

Downtime caused by app store outages, mobile OS bugs, or third-party carriers/providers are excluded. Local device/network issues are also excluded.

Contact

Email support@tiram.app for Talent App issues.