Service Level Agreement
Last updated March 13, 2026
This Service Level Agreement ("SLA") describes the uptime commitment, support response times, and service credit policy for the Aevix platform ("Service"). This SLA applies to all paid subscription plans.
1. Uptime Commitment
Aevix commits to maintaining 99.9% monthly uptime for the Service, measured as the percentage of total minutes in a calendar month during which the Service is available and operational.
2. How Uptime Is Measured
Uptime is calculated as: (Total Minutes − Downtime Minutes) / Total Minutes × 100
The following are excluded from downtime calculations:
- Scheduled maintenance windows (see Section 3).
- Outages caused by third-party services outside of Aevix's control (e.g., cloud provider outages, DNS failures).
- Issues caused by customer-side factors (e.g., browser incompatibility, network connectivity).
- Force majeure events.
3. Scheduled Maintenance
- We will provide at least 48 hours' advance notice for scheduled maintenance via email and in-app notification.
- Maintenance windows are scheduled during low-usage periods, typically between 2:00 AM and 6:00 AM Eastern Time.
- We aim to limit scheduled maintenance to no more than 4 hours per month.
4. Incident Response
Incidents are classified into four severity levels with corresponding response and update commitments:
| Severity | Description | Response Time | Update Frequency |
|---|---|---|---|
| Critical (S1) | Service is completely unavailable | 15 minutes | Every 30 minutes |
| Major (S2) | Core functionality significantly impaired | 1 hour | Every 2 hours |
| Minor (S3) | Non-critical feature unavailable or degraded | 4 hours | Every 8 hours |
| Low (S4) | Cosmetic issues or minor inconveniences | 1 business day | As resolved |
5. Service Credits
If we fail to meet the 99.9% uptime commitment, you may request service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
- Service credits are capped at 50% of the monthly fee for the affected month.
- Credit requests must be submitted within 30 days of the end of the affected month.
- Credits are applied to future invoices and are not redeemable for cash.
6. Exclusions
This SLA does not apply to:
- Force majeure events (natural disasters, war, government actions, pandemics).
- Outages caused by third-party services or infrastructure.
- Issues resulting from customer misuse, unauthorized modifications, or unsupported configurations.
- Beta features, preview releases, or features explicitly labeled as non-production.
- Free-tier or trial accounts.
7. Support Channels
- Email: support@aevix.app (monitored during business hours, Monday–Friday, 9 AM–6 PM ET).
- In-app: AI-powered support assistant available 24/7 for common questions and troubleshooting.
8. Remedies
Service credits described in this SLA are your sole and exclusive remedy for any failure by Aevix to meet the uptime commitment. Service credits do not entitle you to any refund or other payment from Aevix.
9. SLA Modifications
We may modify this SLA from time to time. Material changes will be communicated with at least 30 days' advance notice via email. Continued use of the Service after the effective date constitutes acceptance of the updated SLA.