Service Level Agreement

Effective Date: January 1, 2025 | Last Updated: December 30, 2024

This Service Level Agreement ("SLA") is incorporated into your Master Services Agreement or subscription agreement with Truvana and applies to all paid subscription plans.

1. Service Availability

Truvana commits to the following uptime guarantees for production services:

Plan	Monthly Uptime	Max Downtime/Month
Standard	99.5%	~3.6 hours
Professional	99.9%	~43 minutes
Enterprise	99.95%	~22 minutes

Uptime is calculated as: ((Total Minutes − Downtime Minutes) / Total Minutes) × 100

2. Scheduled Maintenance

Scheduled maintenance windows are excluded from uptime calculations. We commit to:

Advance Notice: 72 hours for standard maintenance, 7 days for major updates
Preferred Window: Saturdays 2:00 AM – 6:00 AM Pacific Time
Maximum Duration: 4 hours per maintenance window
Frequency: No more than 2 scheduled maintenance windows per month

Emergency maintenance for critical security issues may occur without advance notice.

3. Support Response Times

Severity	Description	Response Time
Critical	Service completely unavailable	1 hour
High	Major feature not working	4 hours
Medium	Feature degraded but usable	1 business day
Low	Questions, minor issues	2 business days

Business hours are Monday–Friday, 8:00 AM – 6:00 PM Pacific Time, excluding US federal holidays. Enterprise plans include 24/7 support for Critical and High severity issues.

4. Service Credits

If we fail to meet the uptime commitment, you may request service credits:

Monthly Uptime	Service Credit
99.0% – 99.9%	10% of monthly fee
95.0% – 98.9%	25% of monthly fee
< 95.0%	50% of monthly fee

To request credits: Submit a request to support@truvana.com within 30 days of the incident. Include the affected dates and times.

Credits are capped at 50% of the monthly subscription fee and may not be redeemed for cash.

5. Exclusions

This SLA does not apply to downtime caused by:

Scheduled maintenance (as defined in Section 2)
Force majeure events (natural disasters, war, government actions)
Customer actions or third-party services outside our control
Internet connectivity issues beyond our network
Alpha, beta, or preview features
Free or trial accounts
Abuse or violation of the Terms of Service

6. Data Protection & Recovery

Backups: Daily automated backups with 30-day retention
Recovery Point Objective (RPO): Maximum 24 hours of data loss
Recovery Time Objective (RTO): 4 hours for full service restoration
Data Center: California-based data centers with geographic redundancy
Encryption: AES-256 at rest, TLS 1.3 in transit

7. Contact Information

For support requests or SLA-related inquiries:

📧 Email: support@truvana.com
🔗 Support Portal: truvana.com/support
📞 Phone (Enterprise): Available in your welcome packet