# Service Level Agreement (SLA)

**Effective Date:** October 31, 2025  

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## 1. Overview
This SLA defines the service availability, response standards, and maintenance obligations between **CodeVelo.dev LLC** (“CodeVelo”) and the Client.

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## 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.

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## 3. Support Hours
- **Standard:** Monday–Friday, 9:00 AM–5:00 PM EST  
- **Emergency:** 24/7 for critical outages  

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## 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 |

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## 5. Maintenance
Routine maintenance is performed during off-peak hours with 24-hour notice. Emergency maintenance may occur as needed for security reasons.

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## 6. Backups
Daily encrypted backups retained for **30 days**. Restoration requests may incur a service fee.

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## 7. Exclusions
This SLA does not cover:
- Client-managed infrastructure  
- Third-party outages  
- Unauthorized system changes  

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## 8. Contact
**CodeVelo.dev LLC**  
📧 support@codevelo.dev

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