Service Level Agreement
Last updated: January 1, 2026
Table of Contents
This Service Level Agreement (SLA) describes the level of service you can expect from UnivoCorp. We are committed to providing reliable, highly available software that you can depend on.
1. Overview
This Service Level Agreement (SLA) describes UnivoCorp's commitments regarding service availability, support response times, and remedies for service disruptions. This SLA applies to all paid subscription plans.
2. Service Availability
UnivoCorp commits to 99.9% uptime for the core platform, measured monthly.
Uptime is calculated as: (Total Minutes - Downtime Minutes) / Total Minutes × 100
Scheduled maintenance is announced 48 hours in advance and excluded from uptime calculations.
Emergency maintenance for critical security issues may occur without advance notice.
3. Exclusions
Downtime caused by factors outside UnivoCorp's reasonable control (force majeure)
Downtime during scheduled maintenance windows
Downtime caused by Customer's equipment, software, or network
Downtime caused by abuse or misuse of the service
Downtime for beta or trial services
4. Support Response Times
Critical (Service Down): Initial response within 1 hour, 24/7
High (Major Feature Impaired): Initial response within 4 hours during business hours
Medium (Minor Feature Impaired): Initial response within 8 hours during business hours
Low (General Questions): Initial response within 24 hours during business hours
Business hours are Sunday-Thursday, 9:00 AM - 6:00 PM GST.
5. Service Credits
If monthly uptime falls below 99.9%, Customers may request service credits.
99.0% - 99.9%: 10% of monthly fee credited
95.0% - 99.0%: 25% of monthly fee credited
Below 95.0%: 50% of monthly fee credited
Credits are applied to the next billing cycle and do not exceed 50% of monthly fees.
6. Credit Request Process
Customers must request credits within 30 days of the end of the affected month.
Requests should be submitted to support@univocorp.com with details of the incident.
UnivoCorp will review requests and apply credits within 30 days if approved.
7. Monitoring & Status
UnivoCorp monitors service availability 24/7 using automated systems. Real-time service status is available at status.univocorp.com. Customers can subscribe to receive notifications of incidents and scheduled maintenance.
8. Enterprise SLA
Enterprise customers may negotiate custom SLA terms including higher uptime commitments, dedicated support, and enhanced remedies. Contact your account manager for details.
9. Changes to This SLA
UnivoCorp may update this SLA from time to time. Material changes will be communicated 30 days in advance. The most current version is always available on our website.
Questions?
If you have any questions about this service level agreement, please contact us at legal@univocorp.com