Service Level Agreement
Effective April 26, 2026 (current)
This Service Level Agreement (“SLA”) applies to paid Codeova subscriptions and is incorporated into the Terms of Service.
1. Uptime Commitment
1.1 Codeova will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least ninety-nine percent (99.0%) during each calendar month.
1.2 “Monthly Uptime Percentage” = (total minutes in month minus Downtime minutes) divided by total minutes in month, expressed as a percentage.
1.3 “Downtime” means a sustained period of fifteen (15) consecutive minutes or more during which core Services are unavailable due to causes within Codeova’s reasonable control, as measured by Codeova’s monitoring.
2. Exclusions
Downtime does NOT include:
- scheduled maintenance announced at least 24 hours in advance;
- emergency maintenance (notice may be shorter);
- outages caused by third-party service providers (Supabase, Vercel, OpenAI, Stripe, Resend, Cal.com), force majeure, or events beyond Codeova’s reasonable control;
- issues caused by Customer’s actions, configuration, or non-Codeova software;
- issues caused by Customer Content;
- suspension under the Terms or AUP;
- free or trial Services;
- beta or preview features;
- network issues outside Codeova’s infrastructure (Customer’s ISP, device, browser).
3. Service Credits
3.1 If Monthly Uptime falls below the commitment, Customer may request service credits as Customer’s sole and exclusive remedy:
| Monthly Uptime | Service Credit (% of monthly subscription fee) |
|---|---|
| < 99.0% but ≥ 95% | 5% |
| < 95% but ≥ 90% | 10% |
| < 90% | 25% |
3.2 Maximum Credits. In no event shall service credits in any month exceed twenty-five percent (25%) of the monthly subscription fee for the affected Service.
3.3 Claiming Credits. Customer must request credits in writing to support@codeova.ai within thirty (30) days of the end of the affected month. Requests must include dates, times, duration of unavailability, and Customer’s account information. Credits will be applied to subsequent invoices and have no cash value.
3.4 Eligibility. Customer must be in good standing (current on payments, no material breach) to receive credits.
4. Support
4.1 Support is available via:
- Email: support@codeova.ai
- Dashboard: in-app support requests
Response targets (business hours, US Central Time, M–F):
- Critical (production down for paying customer): within 4 hours;
- High (significant feature broken): within 1 business day;
- Standard (questions, minor issues): within 3 business days.
4.2 Response targets are commercially reasonable efforts, not contractual guarantees.
5. Changes
This SLA may be updated as the Services evolve. Material reductions in SLA commitments to existing paying Customers will be communicated at least 30 days in advance.