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service-level-agreement.md

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+---
+title: "Service Level Agreement (SLA)"
+description: "Defines uptime commitments, response times, and support standards for CodeVelo-managed services."
+lastUpdated: "2025-10-31"
+---
+
+# Service Level Agreement (SLA)
+
+**Effective Date:** October 31, 2025  
+
+---
+
+## 1. Overview
+This SLA defines the service availability, response standards, and maintenance obligations between **CodeVelo.dev LLC** (“CodeVelo”) and the Client.
+
+---
+
+## 2. Uptime Guarantee
+- **99.9% uptime** per month for hosted environments under CodeVelo control.  
+- Excludes scheduled maintenance, force majeure, or client-caused downtime.  
+
+Service credits apply if uptime falls below guaranteed levels.
+
+---
+
+## 3. Support Hours
+- **Standard:** Monday–Friday, 9:00 AM–5:00 PM EST  
+- **Emergency:** 24/7 for critical outages  
+
+---
+
+## 4. Response Targets
+| Severity | Description | Response | Resolution |
+|-----------|--------------|-----------|-------------|
+| P1 | Complete outage | 1 hr | 4 hrs |
+| P2 | Major issue | 2 hrs | 8 hrs |
+| P3 | Minor bug | 1 business day | 3 days |
+| P4 | General request | 2 days | Scheduled |
+
+---
+
+## 5. Maintenance
+Routine maintenance is performed during off-peak hours with 24-hour notice. Emergency maintenance may occur as needed for security reasons.
+
+---
+
+## 6. Backups
+Daily encrypted backups retained for **30 days**. Restoration requests may incur a service fee.
+
+---
+
+## 7. Exclusions
+This SLA does not cover:
+- Client-managed infrastructure  
+- Third-party outages  
+- Unauthorized system changes  
+
+---
+
+## 8. Contact
+**CodeVelo.dev LLC**  
+📧 support@codevelo.dev  
+📍 280 Tolbert Farm Rd, Beckley, WV 25801  
+
+---