Service Level Agreement

1. Uptime commitment

PVSN commits to 99.9% uptime for the Service during each calendar month, measured by our public status endpoint at api.pvsnapp.com/v1/system/status.

2. What counts as downtime

"Downtime" means the Service is unavailable to serve customer traffic, defined as:

• API returns HTTP 5xx for >5 minutes consecutively, AND
• The outage affects ≥10% of active customers

Planned maintenance announced with ≥48 hours' notice is excluded from downtime calculations.

3. Service credits

If we miss our SLA in a calendar month, eligible customers receive a service credit applied to the next invoice:

Credits are applied to the next invoice; they are not paid out in cash. To claim a credit, email billing@pvsnapp.com within 30 days of the affected month with the affected time window.

4. Exclusions

The following are excluded from downtime calculations:

• Force majeure events (natural disasters, war, government action, etc.)
• Third-party outages outside our reasonable control (Stripe outage, Railway region-wide outage, ISP outages, etc.)
• Issues caused by customer misconfiguration, customer-side network problems, or use outside published plan limits
• Planned maintenance windows announced ≥48 hours in advance
• Pre-release / beta features explicitly labeled as such

5. Refund policy

Outside the SLA credit mechanism above, PVSN does not refund unused subscription fees. Cancellations take effect at the end of the current billing period; data is retained for 90 days before hard-deletion.

6. Changes to this SLA

We may update this SLA from time to time. Material changes will be communicated to current Pro and Enterprise subscribers at least 30 days before they take effect.