Scope
This SLA applies to paid plans of BlogVerdict, EraEvo, SellersSense and CivilDraw cloud services. Free tiers are provided "as available" with no uptime guarantee, though we operate them on the same infrastructure and target the same uptime in practice.
Uptime targets
| Plan | Monthly uptime target | Service credit |
|---|---|---|
| Free / open | Best effort | None |
| Standard paid | 99.9% | 10% of monthly fee per 0.1% missed |
| Enterprise / custom | 99.95% | Negotiated in contract |
Uptime is measured as successful HTTP responses to a synthetic monitoring probe against the production endpoint, averaged across the calendar month.
Support response
| Severity | Standard | Enterprise |
|---|---|---|
| P0 — total outage | 2 hours | 30 minutes |
| P1 — major impact | 4 business hours | 2 business hours |
| P2 — minor impact | 1 business day | 4 business hours |
| P3 — question / improvement | 2 business days | 1 business day |
Exclusions
Service credits do not apply to downtime caused by:
- Scheduled maintenance announced 24+ hours in advance.
- Force majeure (natural disasters, war, government action, internet routing failures outside our network).
- Issues caused by your own code, integrations, or misconfigurations.
- Issues caused by free / beta features clearly marked as such.
Claiming credit
Email [email protected] within 30 days of the incident with the affected period and your account ID. Credits apply to your next invoice.
Status & transparency
Live status: /status. We post every incident publicly with cause and remediation, even small ones.
Contact
Questions? Contact us or email [email protected].