Service Level Agreement (SLA)
Effective Date: January 15, 2026
1. Overview
This SLA defines the service availability, response standards, and maintenance obligations between **CodeVelo.dev LLC ** (“CodeVelo”) and the Client.
1.1 Precedence
This SLA is subject to the Master Service Agreement. In the event of conflict, the Master Service Agreement controls. Service credits are the client’s sole remedy for SLA-related issues.
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