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1. SERVICE AVAILABILITY
Covlant offers the following uptime commitments for the Service, measured on a calendar month basis:
Standard Tier: 99.5% monthly uptime
Priority Tier: 99.9% monthly uptime
Enterprise Tier: 99.9% monthly uptime
The following are excluded from uptime calculations:
Scheduled maintenance windows
Outages caused by third-party services, infrastructure, or utilities outside Covlant's reasonable control
Downtime resulting from Customer's actions, configurations, or systems
Service degradation during free trials, pilots, or beta programs
Covlant will provide at least twenty-four (24) hours' advance written notice of scheduled maintenance and will use commercially reasonable efforts to schedule such maintenance during off-peak hours.
2. INCIDENT PRIORITY CLASSIFICATION
P1 — Critical
Full service outage affecting production
Critical functionality failures preventing business operations
Data loss or corruption
Security incidents or breaches
P2 — High
Significant degradation of core features
Issues impacting a subset of users or workflows
Performance problems materially affecting operations
Non-Urgent
General inquiries and how-to questions
Minor bugs not affecting core operations
Configuration assistance
Feature requests and documentation updates
3. RESPONSE TIME COMMITMENTS
Priority | Standard Tier | Priority Tier | Enterprise Tier |
P1 | 4 business hours | 2 hours (24×5) | 1 hour (24×7) |
P2 | 1 business day | 4 business hours | 2 business hours |
Response time refers to initial acknowledgment and preliminary assessment. Resolution time varies by issue complexity and will be communicated in the initial response. The response time clock pauses when awaiting information from Customer.
4. SLA REMEDIES AND SERVICE CREDITS
If Covlant fails to meet the applicable uptime commitment in any calendar month, Customer is eligible for service credits as follows:
Standard Tier | Priority Tier | Enterprise Tier | |
Credit per 0.1% below target | 5% of monthly fee | 10% of monthly fee | 15% of monthly fee |
Maximum credit per month | 20% of monthly fee | 30% of monthly fee | 50% of monthly fee |
Enterprise Tier customers additionally have the right to terminate the affected Order Form without penalty if the uptime commitment is missed for two (2) consecutive calendar months, subject to written notice.
Service credits:
Are Customer's sole and exclusive remedy for service availability failures
May not be redeemed for cash
Will be applied to the next invoice or, if no further invoices are due, refunded at Covlant's discretion
Are not granted for downtime during free trials, pilots, or beta periods
To claim a service credit, Customer must submit a written request to support@covlant.ai within fifteen (15) days of the end of the affected calendar month. Failure to submit within this window forfeits the right to a credit for that period.
5. SUPPORT CHANNELS
Covlant provides support through the following channels. Only requests submitted through these channels are eligible for SLA response times:
Email: support@covlant.ai
Dedicated Slack Channel (Priority and Enterprise Tier customers only)
6. CUSTOMER RESPONSIBILITIES
To be eligible for SLA commitments and service credits, Customer agrees to:
Submit support requests through official support channels with clear, detailed issue descriptions and relevant context
Accurately classify request priority based on actual business impact
Respond promptly to Covlant's requests for additional information (response clock pauses during waiting periods)
Maintain compatible infrastructure and use supported platform versions
Designate knowledgeable support contacts with appropriate system access
Maintain independent backups of Customer Content as set out in the Master Cloud Services Agreement