Service Level Agreement

Last Updated: July 30, 2025

This Service Level Agreement ("SLA") outlines EternaVaultX's commitments regarding service availability, performance standards, support response times, and remedies for service failures.

1. Service Availability Commitment

Uptime Target

  • EternaVaultX targets 99.5% uptime on a monthly basis for our core time-lock storage services
  • Uptime is calculated as the percentage of time our services are available and accessible
  • Planned maintenance windows are excluded from uptime calculations
  • Service availability is monitored continuously through automated systems

Service Definitions

  • Core Services: File upload, time-lock scheduling, encrypted storage, and automated delivery
  • Supporting Services: User authentication, account management, and billing systems
  • Ancillary Services: Website, documentation, and marketing materials

Availability Measurement

  • Availability is measured from our monitoring systems across multiple geographic locations
  • A service is considered "unavailable" when users cannot access core functionality
  • Partial degradation affecting less than 5% of users is not counted as downtime
  • Monthly availability reports are available upon request

2. Performance Standards

Response Time Targets

  • File Upload: 95% of uploads complete within 30 seconds for files under 100MB
  • User Authentication: Login/logout operations complete within 3 seconds
  • Dashboard Loading: User interface loads within 5 seconds
  • Time-lock Delivery: 99% accuracy within 1 minute of scheduled time

Data Integrity

  • 99.999% data durability guarantee through redundant storage systems
  • Continuous data integrity monitoring with automated corruption detection
  • Regular backup verification and restoration testing
  • Geographic replication across multiple data centers

Security Performance

  • End-to-end encryption for all data in transit and at rest
  • Security incident detection and response within 30 minutes
  • Regular security audits and penetration testing
  • Compliance with industry-standard security frameworks

3. Maintenance and Scheduled Downtime

Planned Maintenance

  • Scheduled maintenance occurs during off-peak hours (typically 2:00-6:00 AM UTC)
  • Minimum 48 hours advance notice for routine maintenance via email and status page
  • Maintenance windows limited to 4 hours maximum duration
  • Critical security updates may require shorter notice periods

Emergency Maintenance

  • Emergency maintenance may occur without prior notice for critical security or stability issues
  • Real-time updates provided through our status page and notification systems
  • Post-incident reports published within 24 hours of resolution
  • Users notified immediately when emergency maintenance begins and ends

Maintenance Communication

  • Email notifications to all registered users
  • In-app notifications when users are logged in
  • Social media updates for major maintenance events

4. Support Response Commitments

Support Ticket Classification

  • Critical (P1): Service completely unavailable or data loss incidents
  • High (P2): Major functionality impaired, affects multiple users
  • Medium (P3): Moderate impact, workaround available
  • Low (P4): Minor issues, feature requests, general inquiries

Response Time Targets

  • Critical (P1): 1 hour initial response, 4 hours to resolution
  • High (P2): 4 hours initial response, 24 hours to resolution
  • Medium (P3): 12 hours initial response, 72 hours to resolution
  • Low (P4): 24 hours initial response, 5 business days to resolution

Support Channels

Support Hours

  • Critical Issues: 24/7 monitoring and response
  • General Support: Business hours (9:00 AM - 6:00 PM UTC, Monday-Friday)
  • Weekend Support: Limited to critical and high-priority issues
  • Holiday Schedule: Advance notice provided for modified support hours

5. Service Credits and Remedies

Uptime Service Credits

  • 99.0% - 99.49% uptime: 5% service credit
  • 98.0% - 98.99% uptime: 10% service credit
  • 95.0% - 97.99% uptime: 25% service credit
  • Below 95.0% uptime: 50% service credit

Service Credit Terms

  • Service credits are calculated as a percentage of monthly subscription fees
  • Credits are automatically applied to the following month's bill
  • Maximum service credit per month: 50% of monthly subscription fee
  • Service credits do not extend subscription terms

Claim Process

  • Service credit claims must be submitted within 30 days of the incident
  • Claims require detailed description of impact and supporting evidence
  • We will investigate and respond to claims within 5 business days
  • Dispute resolution process available for contested claims

6. Exclusions and Limitations

SLA Exclusions

This SLA does not apply to service interruptions caused by:

  • Scheduled Maintenance: Planned maintenance with proper advance notice
  • Force Majeure: Natural disasters, war, terrorism, or other events beyond our control
  • User Actions: Misuse, abuse, or violation of terms of service
  • Third-Party Services: Failures of external services, ISPs, or infrastructure providers
  • Beta Features: Services explicitly marked as beta, preview, or experimental

User Responsibilities

  • Maintaining adequate internet connectivity and compatible devices
  • Following security best practices and keeping account credentials secure
  • Reporting service issues promptly through proper support channels
  • Maintaining independent backups of critical data

Limitation of Remedies

  • Service credits are the sole and exclusive remedy for SLA breaches
  • We are not liable for indirect, consequential, or punitive damages
  • Total liability is limited to service credits as outlined in this SLA
  • Claims must be made within specified time limits to be valid

7. Monitoring and Reporting

Service Monitoring

  • 24/7 automated monitoring of all critical service components
  • Multi-location monitoring to ensure global accessibility
  • Real-time alerting for service degradation or outages
  • Performance metrics tracking and trend analysis

Transparency Reporting

  • Monthly uptime reports available to all users
  • Quarterly performance summary and improvement initiatives
  • Annual SLA compliance review and goal setting
  • Public status page with historical incident data

Incident Communication

  • Real-time status updates during service incidents
  • Post-incident reports within 24 hours of resolution
  • Root cause analysis for major incidents
  • Preventive measures and improvement plans

8. SLA Review and Updates

This Service Level Agreement is reviewed and may be updated to reflect service improvements, infrastructure changes, or user feedback. We will:

  • Provide 30 days advance notice for material changes to SLA terms
  • Conduct annual reviews of SLA performance and targets
  • Solicit user feedback on service level expectations
  • Update targets based on infrastructure improvements and industry standards

Version History

  • Previous versions of this SLA are maintained for reference
  • Change logs document all modifications and effective dates
  • Users can access historical SLA versions upon request

9. Contact Information

For SLA-related inquiries, service credit claims, or support requests, contact us: