Service Level Agreement (SLA)

Service Availability

Arvelo Built CRM commits to maintaining 99.9% monthly uptime for the core CRM platform. This means the service will be available and operational for at least 99.9% of each calendar month, excluding scheduled maintenance windows.

Uptime Calculation

Uptime is calculated as follows:

• Total Minutes in Month: Total minutes in the calendar month
• Downtime: Minutes during which the service is unavailable (excluding scheduled maintenance and exclusions)
• Uptime Percentage: ((Total Minutes - Downtime) / Total Minutes) × 100

Service Availability Monitoring

We monitor service availability continuously using automated monitoring systems. Service is considered "down" when:

• The primary application is unreachable or returning errors for more than 5 consecutive minutes
• Critical functionality (login, data access, data modification) is unavailable
• API endpoints are returning errors for more than 5 consecutive minutes

Support Response Times

We are committed to responding to support requests within the following timeframes based on issue severity:

Severity Level	Description	Initial Response Time	Target Resolution Time
Critical	Service completely unavailable, data loss, security breach	1 hour	4 hours
High	Major functionality unavailable, significant performance degradation	4 hours	1 business day
Medium	Partial functionality unavailable, minor performance issues	1 business day	3 business days
Low	Feature requests, general questions, non-critical issues	2 business days	5 business days

Performance Standards

We commit to maintaining responsive performance for the Arvelo Built CRM platform. Performance is measured under normal usage conditions and may vary during peak usage periods or maintenance windows.

Performance Monitoring

We continuously monitor:

• Page load times
• API response times
• Database query performance
• System resource utilization

Data Backup and Recovery

Backup Commitment:

• Automated daily backups of all customer data
• 7-day retention period for backup data
• Backups stored in secure, geographically separate locations
• Encrypted backups with enterprise-grade encryption

Recovery Time Objective (RTO)

In the event of data loss or corruption, we commit to:

• Recovery Time: Restore data from backup within 4 hours of incident identification
• Data Recovery: Restore to the most recent successful backup (within 24 hours)
• Point-in-Time Recovery: Available for Enterprise customers with extended retention options

Security Commitments

We maintain enterprise-grade security standards:

• Data Encryption: All data encrypted in transit (TLS 1.2+) and at rest (AES-256)
• Security Monitoring: 24/7 security monitoring and threat detection
• Vulnerability Management: Regular security assessments and prompt patching of identified vulnerabilities
• Access Controls: Multi-factor authentication available, role-based access control
• Compliance: SOC 2, GDPR, and CCPA compliant

Security Incident Response

In the event of a security incident:

• Immediate containment and investigation
• Customer notification within 24 hours of confirmed security breach
• Detailed incident report provided within 5 business days
• Remediation and prevention measures implemented

Scheduled Maintenance

We perform scheduled maintenance to ensure system reliability and security:

Maintenance Windows

• Standard Maintenance: Typically scheduled during off-peak hours (2 AM - 4 AM EST)
• Advance Notice: At least 48 hours notice for planned maintenance that may cause service interruption
• Emergency Maintenance: May be performed with minimal notice for critical security patches or urgent fixes

Maintenance Frequency

• Regular Updates: Weekly security patches and updates (typically no downtime)
• Major Updates: Monthly feature releases (may require brief maintenance windows)
• Infrastructure Maintenance: Quarterly infrastructure updates and optimizations

Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits:

Monthly Uptime	Service Credit
99.0% - 99.9%	10% of monthly subscription fee
95.0% - 99.0%	25% of monthly subscription fee
< 95.0%	50% of monthly subscription fee

Service Credit Process

1. Request: Submit a service credit request to support@arvelobuilt.com within 30 days of the incident
2. Verification: We will verify the downtime and calculate the service credit
3. Application: Service credits are applied to your next billing cycle
4. Maximum: Service credits cannot exceed 50% of your monthly subscription fee for any given month

SLA Exclusions

The following are excluded from SLA calculations:

• Scheduled Maintenance: Planned maintenance windows with advance notice
• Customer-Caused Issues: Problems caused by customer's network, hardware, software, or misuse
• Third-Party Services: Issues with third-party integrations, APIs, or services
• Force Majeure: Natural disasters, acts of war, terrorism, or other events beyond our control
• Beta/Preview Features: Features marked as beta or preview are not covered by SLA
• Free Tier: Free tier accounts are not covered by this SLA (applies to paid subscriptions only)

SLA Terms and Conditions

Effective Date and Duration

This SLA is effective as of the start date of your paid subscription and remains in effect for the duration of your subscription. This SLA may be updated from time to time, and we will provide notice of material changes.

Measurement and Reporting

We measure and track SLA metrics using automated monitoring systems. Upon request, we can provide uptime reports for your account. Enterprise customers receive monthly SLA reports.

Dispute Resolution

If you believe we have failed to meet our SLA commitments:

1. Contact support@arvelobuilt.com with details of the incident
2. Include dates, times, and description of the service issue
3. We will investigate and respond within 5 business days
4. If a service credit is warranted, it will be applied to your next billing cycle

Limitation of Liability

This SLA does not modify the terms of your subscription agreement. Service credits are the sole and exclusive remedy for SLA failures. Our total liability for any SLA failure is limited to the service credits described above.

Definitions

Contact Information

For questions about this SLA or to request service credits:

• Email: support@arvelobuilt.com
• Phone: 1-800-ARVELO-1 (1-800-278-3561)
• Business Hours: 9:00 AM - 5:00 PM EST, Monday-Friday