DYSPLAI Oncology Intelligence API: Support & Service Level Agreement
Version: 1.0 · Last reviewed: 2026-07-02
1. How to get support
- Email: support@dysplasiadx.com: primary channel for all tiers.
- Documentation: the quickstart, authentication, and the OpenAPI specs are the first port of call.
- Status: service status and incident notices are published at https://www.dysplasiadx.com.
- Enterprise / Enterprise Plus: a named Customer Success Manager (CSM) and a dedicated escalation path are provided at onboarding.
Support covers the use of the Service, API behaviour, authentication, billing and credits, and incident response. It does not include research design, interpretation of results for clinical purposes (prohibited: the Service is Research Use Only), or custom analysis development.
2. Support tiers and response targets
Response targets are measured from receipt during the applicable support hours and refer to time to first meaningful response, not time to resolution.
| Research | Enterprise | Enterprise Plus (BYOE) | |
|---|---|---|---|
| Channel | Email + shared Slack | Dedicated CSM + named escalation | CSM + implementation engineer |
| Support hours | UK business hours (Mon–Fri, 09:00–17:30 UK, excl. England & Wales public holidays) | UK business hours | UK business hours + agreed on-call |
| First response (target) | 2 business days | 8 business hours | 8 business hours |
| Quarterly review | : | : | ✓ |
3. Incident severity and targets
| Severity | Definition | First-response target (Enterprise / Enterprise Plus) |
|---|---|---|
| P1: Critical | Control plane down or unusable; no analyses can be submitted or retrieved across the tenant. | 1 hour |
| P2: High | Major function impaired (e.g. a service degraded, repeated failures) with no reasonable workaround. | 4 business hours |
| P3: Normal | Partial or non-critical issue with a workaround; questions; minor defects. | 8 business hours |
| P4: Low | Documentation, cosmetic, or feature requests. | 2 business days |
For Research tier, all severities follow the 2-business-day first-response target.
4. Availability SLA
Availability is measured monthly for the DDXL-hosted control plane (the gateway and management services), excluding scheduled maintenance and Excluded Events (Section 6).
| Tier | Monthly availability target |
|---|---|
| Research | 99.0% (control plane) |
| Enterprise | 99.9% |
| Enterprise Plus | 99.9% (control plane only: customer-owned compute is covered by the customer's own SLA) |
"Availability" means the control plane is able to accept authenticated requests and return non-5xx responses for in-scope endpoints. Long-running analysis execution time is governed by the asynchronous job model, not this availability metric. The external atlas service and customer-owned BYOE compute are outside this SLA.
5. Service credits
If we miss the monthly availability target for a paid tier, you may request service credits within 30 days of the end of the affected month. Service credits are issued as DYSPLAI usage credits (not cash) and are the sole and exclusive remedy for missed availability targets.
| Monthly availability achieved | Service credit (% of that month's amortised onboarding/bundle value) |
|---|---|
| Below target but ≥ 99.0% | 5% |
| ≥ 95.0% and < 99.0% | 10% |
| < 95.0% | 25% |
Service credits are calculated as the stated percentage of the amortised monthly value of your committed platform tier (one twelfth of the annual charge) for the affected month, capped at 25% of that monthly value in any single month.
6. Excluded events
The SLA and service-credit obligations do not apply to unavailability caused by: factors outside our reasonable control (force majeure, internet or upstream cloud provider outages, the external atlas service); scheduled maintenance announced in advance; your acts or omissions, misconfiguration, or breach of the EULA; suspension for breach (including Research Use Only violations); rate-limit or credit-exhaustion responses (429, 402), which are expected behaviour, not downtime; beta or preview features (e.g. model-builder); and customer-owned BYOE compute and environment.
7. Maintenance
Routine maintenance is performed with minimal disruption. Where maintenance is expected to affect availability, we give at least 48 hours' notice via the status page (and to the CSM for Enterprise tiers) and prefer low-traffic windows. Emergency maintenance for security may be performed without prior notice.
8. Contact
support@dysplasiadx.com · Status: https://www.dysplasiadx.com · Enterprise escalation via your named CSM.
Dysplasia Diagnostics Limited (trading as DysplasiaDx) · Research Use Only · Not for use in diagnostic procedures.