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Service Level Agreement (SLA)
Availability, Support and Service Commitments
1. Scope
This SLA applies to production Services identified as SLA-eligible in an Order Form.
Sandbox, beta, trial, pilot, preview, and expressly excluded services are not subject to uptime commitments unless stated otherwise.
2. Availability Commitment
Provider targets 99% monthly uptime for the production Services during each calendar month.
3. Exclusions
Downtime excludes scheduled or emergency maintenance; Customer systems or integrations; third-party services outside Provider’s reasonable control; internet/network failures outside Provider systems; misuse or unauthorized configuration; force majeure; and beta/preview functionality.
4. Scheduled Maintenance
Provider will provide reasonable advance notice of scheduled maintenance expected to materially affect availability and may perform emergency maintenance when reasonably necessary for security or operational risk.
5. Support Channels
Support is available through support@trivas.ai 24×7 for P1 requests.
6. Support Priorities
| Priority | Example | Initial Response | Target Update |
|---|---|---|---|
| P1 Critical | Production unavailable / major security or business impact | 1 hour | Every 2 hours |
| P2 High | Major feature materially impaired | 4 business hours | Daily |
| P3 Normal | Non-critical defect | 1 business day | As appropriate |
| P4 Low | Question / enhancement | 2 business days | As appropriate |
7. Service Credits
At this time, we will not provide any service credits.
8. Measurement
Provider’s monitoring systems are the primary source for uptime measurement unless Customer demonstrates a material measurement error.
9. Recovery Objectives
Target RTO: 8 hours. Target RPO: 24 hours. These are objectives and not binding commitments in the Order Form.
10. Changes
Provider may update support processes provided it does not materially reduce the committed SLA during the applicable subscription term.