SRVANT

Service Level Agreement (SLA)

Last Updated: July 31, 2026

1. Scope of the SLA

This Service Level Agreement ("SLA") is a policy governing the use of the SRVANT SaaS Control Plane and API ("Services") and applies to all customers on a paid, production subscription tier.

Important Note regarding the SRVANT Agent: The SRVANT Agent is a stateless daemon deployed and hosted within the Customer's own infrastructure. Therefore, SRVANT cannot guarantee the uptime, performance, or availability of the Agent instances themselves, as they are subject to the Customer's own hardware, network, and orchestration environments. This SLA applies exclusively to the cloud-hosted Control Plane and API provided by SRVANT.

2. Uptime Commitment

SRVANT will use commercially reasonable efforts to make the Control Plane and API available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Service Commitment").

3. Definitions

  • "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the Services were in a state of Downtime.
  • "Downtime" is defined as a period where the Control Plane and API are entirely unreachable or return a 5xx HTTP status code for all requests.
  • "Service Credit" is a dollar credit, calculated as set forth below, that we may credit back to an eligible account.

4. Service Credits

If the Monthly Uptime Percentage drops below 99.9%, you are eligible to receive a Service Credit based on the following tiers:

  • 99.0% to < 99.9%: 10% of the monthly subscription fee.
  • 95.0% to < 99.0%: 25% of the monthly subscription fee.
  • < 95.0%: 50% of the monthly subscription fee.

Service Credits are calculated as a percentage of the total charges paid by you for the Services during the monthly billing cycle in which the Downtime occurred. Service Credits may not be transferred or applied to any other account.

5. Claim Process

To receive a Service Credit, you must submit a claim by opening a support ticket at support@srvant.com. Your claim must be received by us within thirty (30) days of the end of the billing cycle in which the incident occurred.

The claim must include:

  • The dates and times of each Downtime incident that you are claiming.
  • Your request logs or third-party monitoring data that document the errors and corroborate your claimed outage.

If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed.

6. SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of the Services:

  • Caused by factors outside of our reasonable control, including any force majeure event or internet access issues beyond the demarcation point of our cloud providers.
  • That result from any actions or inactions of you or any third party.
  • That result from your equipment, software, or other technology.
  • Arising from our suspension and termination of your right to use the Services in accordance with the Terms of Service.
  • During scheduled maintenance windows, provided you were notified at least 48 hours in advance.