1. Overview
This Enterprise Service Level Agreement ("SLA") is a template that governs the service commitments made by Claivi Technologies Inc. ("Claivi", "we", "us") to enterprise customers who have purchased the Claivi Enterprise plan or a separate enterprise agreement that references this SLA.
This SLA is incorporated by reference into the master subscription agreement between Claivi and the customer. In the event of any conflict between this SLA and the underlying agreement, this SLA controls solely with respect to the service level commitments described herein.
To activate this SLA for your workspace, please contact legal@claivi.com as described in Section 10.
2. Definitions
Uptime
The percentage of time during a calendar month that the Claivi platform is accessible and functional for end users, excluding downtime caused by factors listed in the Exclusions section. Uptime is measured based on server-side monitoring by Claivi's infrastructure provider (AWS).
Downtime
Any period during which the Claivi platform is unavailable (HTTP 5xx errors or complete unavailability for all authenticated users) for five or more consecutive minutes. Intermittent errors lasting fewer than five minutes are not counted as Downtime.
Service Credit
A percentage of the monthly subscription fee credited to the customer's account for Downtime that reduces Uptime below the guaranteed threshold, calculated as described in Section 4.
Scheduled Maintenance
Planned maintenance periods announced at least 48 hours in advance via email and dashboard notification. Scheduled Maintenance is excluded from Uptime calculations.
3. Uptime guarantee
Claivi commits to the following monthly Uptime percentages for enterprise customers with an active Enterprise SLA:
| Tier | Monthly uptime guarantee |
|---|---|
| Standard (all plans) | 99.9% |
| Enterprise tier | 99.95% |
Uptime is calculated on a per-calendar-month basis. A monthly Uptime of 99.9% permits approximately 43 minutes of Downtime per month; 99.95% permits approximately 22 minutes.
4. Service credits
If actual monthly Uptime falls below the applicable guarantee, the customer is eligible for Service Credits as follows:
| Actual uptime | Service credit |
|---|---|
| Less than 99.9% but at least 99.5% | 5% of monthly fee |
| Less than 99.5% but at least 99.0% | 10% of monthly fee |
| Less than 99.0% but at least 95.0% | 25% of monthly fee |
| Less than 95.0% | 50% of monthly fee |
Service Credits are applied as a discount to the next monthly invoice. No cash refunds are provided except where required by applicable law.
5. Exclusions
The following are excluded from Uptime calculations and do not qualify for Service Credits:
- Scheduled Maintenance: Announced at least 48 hours in advance via email and dashboard notification. We schedule maintenance during low-traffic periods (typically weekends between 00:00 and 06:00 ET).
- Force majeure: Events outside Claivi's reasonable control, including but not limited to natural disasters, war, terrorism, labor disputes, government actions, internet service provider failures, and acts of God.
- Third-party channels: Unavailability of third-party platforms integrated with Claivi (Instagram, Telegram, WhatsApp, email providers). These are governed by their respective uptime commitments.
- Customer-caused downtime: Downtime resulting from customer's misuse, unauthorized access, failure to follow documentation, or exceeding API rate limits.
- Beta features: Features labelled as "beta", "preview", or "early access" are not covered by this SLA.
- Non-production environments: Staging, development, and sandbox environments are not covered by this SLA.
6. Credit request procedure
To request Service Credits, the customer must submit a written request to Claivi support within 30 calendar days after the end of the month in which the Downtime occurred. The request must include:
- The customer's workspace name and account identifier.
- The date(s) and time(s) of the alleged Downtime (in ET).
- A description of the impact and any supporting evidence (monitoring logs, screenshots, correspondence with affected users).
Claivi will review the request within 10 business days. If the request is valid, the Service Credit will be applied to the next monthly invoice. If the request is disputed, both parties will work in good faith to resolve the disagreement.
7. Maximum credit
The total Service Credits issued to a customer in any single calendar month shall not exceed 50% of the monthly subscription fee for that month. Service Credits may not be carried over to future months beyond the next billing cycle.
Service Credits are the customer's sole and exclusive remedy for any failure by Claivi to meet the Uptime guarantee. Claivi's total aggregate liability arising from or related to this SLA shall not exceed the amounts paid by the customer to Claivi in the 12 months preceding the claim.
8. Support SLAs
Enterprise SLA customers receive priority support with the following response and resolution targets:
| Priority | Definition | Initial response | Target resolution |
|---|---|---|---|
| P1 — Critical | Platform unavailable or core functionality completely broken; production systems impacted; data loss or security incident. | 1 hour | 4 hours |
| P2 — High | Major feature unavailable or degraded; significant impact on operations but a workaround exists or non-production systems affected. | 4 hours | 24 hours |
| P3 — Normal | Minor feature issue, cosmetic bug, general question, or non-urgent feature request. | 8 hours | 72 hours |
Response times are measured during business hours (Monday to Friday, 09:00–18:00 ET, excluding Canadian public holidays). P1 issues are handled 24/7/365 regardless of business hours.
9. Escalation
If a support issue is not resolved within the target resolution time or if the customer is unsatisfied with the progress, the following escalation path is available:
Level 1: Support team
support@claivi.com — All initial requests are handled here.
Level 2: Engineering lead
Escalated by the support team when an issue requires engineering investigation. The engineering lead assigned to your account will provide direct status updates.
Level 3: CTO
If resolution is not achieved at Level 2 within the target timeframes, the case is escalated to the Chief Technology Officer for executive oversight and resource allocation.
Escalation requests should reference the original support ticket number and include a brief explanation of why escalation is necessary. We commit to providing an update within 2 hours of any escalation.
10. How to activate
This Enterprise SLA is available to customers on the Claivi Enterprise plan. To activate the SLA for your workspace:
- Email our legal team: Send a request to legal@claivi.com with your workspace name, account ID, and the desired SLA tier (Standard 99.9% or Enterprise 99.95%).
- Sign the agreement: We will provide an SLA addendum to your existing master subscription agreement for electronic signature.
- Effective date: The SLA becomes effective on the first day of the calendar month following execution of the addendum, unless otherwise agreed.
- Billing: SLA activation may be included in your Enterprise plan or billed separately as agreed in the addendum.
For questions about the SLA or to discuss custom commitments beyond what is outlined here, contact legal@claivi.com.