Service Level Agreement

Last updated: April 28, 2026

This Service Level Agreement ("SLA") describes the uptime commitment, support response targets, and remedies that Servelo ("we", "us") provides to customers with an active paid or trial subscription. This SLA is incorporated into and subject to the Terms of Service.

1. Uptime Commitment

Servelo targets 99.9% monthly uptime for the core application (serveloapp.com and all tenant subdomains). Uptime is measured as the percentage of minutes in a calendar month during which the service is available and responding to requests.

Excluded from uptime calculation:

Scheduled maintenance windows (announced at least 24 hours in advance via status page or email)
Outages caused by customer actions, misconfigurations, or third-party integrations outside Servelo's control
Outages or degradation caused by underlying cloud infrastructure providers, including but not limited to Amazon Web Services (AWS), even where Servelo's service is hosted on or dependent on such infrastructure. Servelo will make commercially reasonable efforts to restore service but is not liable for provider-side failures.
Force majeure events (natural disasters, acts of war, widespread internet failures)
Free trial periods

2. Support Response Targets

Support is provided via email at support@serveloapp.com. Response targets are measured during business hours (Monday through Friday, 9 AM to 6 PM Eastern Time), excluding US federal holidays.

Priority	Description	First Response	Resolution Target
Urgent	Service completely unavailable or data loss occurring	4 business hours	1 business day
High	Major feature unavailable with no workaround	1 business day	3 business days
Normal	Feature partially impaired, workaround available	2 business days	7 business days
Low	General questions, feature requests, documentation	3 business days	Best effort

3. Scheduled Maintenance

We perform routine maintenance during low-traffic windows (typically Saturday 2-4 AM Eastern). Planned maintenance that exceeds 30 minutes will be announced at least 24 hours in advance via email. Emergency maintenance may occur without advance notice in cases of active security incidents.

4. Incident Communication

When an unplanned outage occurs that affects availability or data integrity:

We will post an initial notice within 2 hours of identifying the incident.
We will provide updates at least every 4 hours until the incident is resolved.
We will publish a post-incident summary within 5 business days for incidents affecting uptime by more than 30 minutes.

5. Data and Backups

Customer data is backed up daily with a minimum 7-day retention.
Backups are stored in a separate AWS region from the primary database.
Recovery point objective (RPO): 24 hours. Recovery time objective (RTO): 4 hours for database restoration.

6. SLA Credits

If Servelo fails to meet the 99.9% monthly uptime commitment, eligible customers may request a service credit:

Monthly Uptime	Credit
99.0% to 99.9%	10% of monthly fee
95.0% to 99.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

Credits must be requested within 30 days of the incident by emailing support@serveloapp.com with the subject line "SLA Credit Request." Credits are applied to future invoices and are not redeemable for cash. Credits are the sole remedy for uptime failures. Support response time misses do not qualify for credits.

7. Exclusions

This SLA does not apply to:

Accounts in a free trial period
Accounts suspended for non-payment or Terms of Service violations
Features explicitly marked as "beta" or "preview"
Third-party integrations (Square, Google, Microsoft, Twilio, etc.): we pass through their own availability

8. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated by email at least 14 days before taking effect. Continued use of the service after the effective date constitutes acceptance of the revised SLA.

9. Contact

For SLA-related inquiries, billing disputes, or to report a potential SLA breach, contact us at support@serveloapp.com.