1.4 KiB
1.4 KiB
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