# Tylium Evolutive License Framework (TELF)

# Service Level Agreement

Version 1.1 - February 1, 2026

TELF-SLA-1.1

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## Document License

The text of this Service Level Agreement is made available under the Creative Commons Zero (CC0) 1.0 Universal license. To the extent possible under law, Tylium SRL has waived all copyright and related or neighboring rights to this document.

You can copy, modify, distribute and perform the work, even for commercial purposes, all without asking permission.

For more information, see: [https://creativecommons.org/publicdomain/zero/1.0/](https://creativecommons.org/publicdomain/zero/1.0/)

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## Agreement

This Service Level Agreement (the "Agreement") is made between:

Tylium SRL, registered in Belgium with company number BCE/KBO: BE1000798191 ("Provider")

and

The commercial licensee of the Software ("Customer")

## 1. Term and Renewal

- Initial term of 12 months from subscription start date
- Automatic renewal unless terminated by either party
- Renewal constitutes acceptance of then-current SLA terms

## 2. Support Services

### 2.1 Support Priority Levels

#### Priority 1 - Critical Issues

- Production issues affecting core functionality
- Security vulnerabilities
- First response within 24 hours
- Response time measured from initial report
- Automated acknowledgments do not count as first response

#### Priority 2 - General Support

- Implementation guidance
- Best practices recommendations
- Feature requests and feedback
- Integration questions
- Response within 2-3 business days

### 2.2 Support Channels

Customer support is provided through the following channels:

#### GitHub Issues

- a) Defect reporting and bug tracking with SLA coverage
- b) SLA response times apply to issues from verified commercial customers
- c) To enable verification, link your GitHub account at https://cutoff.dev/account
- d) GitHub Issues are the preferred channel for suspected software defects

#### Discord Support

- a) General questions, implementation guidance, and community discussions
- b) Real-time support access via public #support channel
- c) Private support available upon request for proprietary code discussions
- d) Verified commercial customers receive role-based identification

#### Email Policy

Email support is not available. Use GitHub Issues or Discord for all support requests. For legal matters only, contact legal@tylium.io.

### 2.3 Account Linking Requirements

To receive SLA support through GitHub Issues or Discord, commercial customers must:

- a) Link their GitHub account in the customer portal at https://cutoff.dev/account
- b) Link their Discord account in the customer portal at https://cutoff.dev/account
- c) Maintain an active subscription (either as a personal account holder or as a member of an organization with an active subscription)

SLA response time calculations begin when the customer is properly verified through linked accounts and an active subscription is confirmed.

### 2.4 Private Support

Private support channels are available upon request for discussions involving:

- a) Proprietary code or confidential business information
- b) Competitive use restriction questions
- c) Other sensitive commercial matters

Customers may request private support through Discord or GitHub Issues. Public support channels are encouraged for non-confidential topics to benefit the broader community.

### 2.5 Premium Benefits

Commercial customers with active subscriptions receive:

- a) Distinctive Discord role for verified identification
- b) Priority attention in support discussions
- c) Enhanced input into feature prioritization through GitHub Discussions
- d) Access to private support channels when needed

Feature voting and prioritization remain advisory. All roadmap decisions and feature implementation remain at Tylium's sole discretion.

## 3. Amendments

Provider may modify this Agreement by providing notice through:

- a) Email to the personal account holder or organization administrator(s)
- b) Support channel announcement

Changes become effective 60 days after notification. Customers may terminate service and receive pro-rata refund if they do not accept changes.

## 4. Relationship to License

This Agreement supplements the Software License Agreement but does not modify it. Support services under this Agreement apply to any version of the Software used under a valid commercial license.

## Document History

### Version 1.1 (2026-02-01)

- Updated support channels to include GitHub Issues
- Added account linking requirements for SLA verification
- Clarified private support availability
- Enhanced feature voting benefits description
- Added email policy clarification
- Updated customer portal URL references

### Version 1.0 (2025-02-07)

- Initial release