59 lines
1.4 KiB
Markdown
59 lines
1.4 KiB
Markdown
# Service Level Agreement (SLA)
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**Effective Date:** October 31, 2025
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---
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## 1. Overview
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This SLA defines the service availability, response standards, and maintenance obligations between **CodeVelo.dev LLC** (“CodeVelo”) and the Client.
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---
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## 2. Uptime Guarantee
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- **99.9% uptime** per month for hosted environments under CodeVelo control.
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- Excludes scheduled maintenance, force majeure, or client-caused downtime.
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Service credits apply if uptime falls below guaranteed levels.
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---
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## 3. Support Hours
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- **Standard:** Monday–Friday, 9:00 AM–5:00 PM EST
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- **Emergency:** 24/7 for critical outages
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---
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## 4. Response Targets
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| Severity | Description | Response | Resolution |
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|-----------|--------------|-----------|-------------|
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| P1 | Complete outage | 1 hr | 4 hrs |
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| P2 | Major issue | 2 hrs | 8 hrs |
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| P3 | Minor bug | 1 business day | 3 days |
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| P4 | General request | 2 days | Scheduled |
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---
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## 5. Maintenance
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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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---
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## 6. Backups
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Daily encrypted backups retained for **30 days**. Restoration requests may incur a service fee.
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---
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## 7. Exclusions
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This SLA does not cover:
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- Client-managed infrastructure
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- Third-party outages
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- Unauthorized system changes
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---
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## 8. Contact
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**CodeVelo.dev LLC**
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📧 support@codevelo.dev
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