Version: 1.0 — Effective April 12, 2026
This Service Level Agreement ("SLA") applies to Customers on paid Professional and Enterprise plans. It does not apply to trial access (see Section 2.2 of the Terms of Service).
1. Uptime Commitment
| Plan | Monthly Uptime Target | Maximum Downtime per Month |
|---|---|---|
| Professional | 99.5% | ~3.6 hours |
| Enterprise | 99.9% | ~44 minutes |
"Monthly Uptime Percentage" means (total minutes in the calendar month minus Downtime minutes) divided by total minutes in the calendar month, multiplied by 100.
"Downtime" means a consecutive period of ten (10) or more minutes during which the Service is completely unavailable to Customer. Degraded performance, partial unavailability, or slow response times do not constitute Downtime for the purpose of this SLA.
2. Service Credits
If we fail to meet the applicable uptime target in a given calendar month, Customer is eligible for a service credit applied to the next invoice:
| Monthly Uptime Achieved | Credit (% of monthly fee) |
|---|---|
| 99.0% – <99.5% (Professional) or 99.5% – <99.9% (Enterprise) | 10% |
| 95.0% – <99.0% (Professional) or 95.0% – <99.5% (Enterprise) | 25% |
| Below 95.0% | 50% |
Service credits are applied to the next invoice and are not redeemable as cash. The maximum credit for any single calendar month is 50% of the monthly fee for that month. Service credits are Customer's sole and exclusive remedy for SLA breaches.
3. How to Claim
To claim a service credit, Customer must submit a written request to support@craevidence.com within thirty (30) days of the end of the affected calendar month. The request must include:
- The dates and times of the claimed Downtime
- The affected services or components
- A description of the impact
We will respond within five (5) business days. Our determination of Downtime duration is final, based on our internal monitoring records and the incident history at https://craevidence.statuspage.io.
4. Exclusions
The following are excluded from Downtime calculations and do not count toward SLA obligations:
- Scheduled maintenance communicated at least 48 hours in advance via https://craevidence.statuspage.io
- Emergency maintenance required to address active security vulnerabilities
- Force majeure events as defined in Section 11.3 of the Terms of Service
- Failures caused by Customer's code, configurations, integrations, or actions
- Failures caused by third-party services outside our reasonable control, including AWS infrastructure, Stripe, Grype vulnerability databases, or the NVD
- Trial access periods (this SLA does not apply to trial accounts)
- Periods during which Customer has an outstanding payment failure under Section 8.7 of the Terms of Service
5. Monitoring
Service status and incident history are published at https://craevidence.statuspage.io. We recommend subscribing to status notifications for real-time incident alerts.
6. SLA Applicability
This SLA applies only to paid subscriptions and is incorporated by reference into the Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service prevail.