SLA
Avrea Service Level Agreement
Avrea is committed to delivering reliable, secure services with proactive monitoring and incident response. Avrea's operations team and automated systems continuously monitor the Service, responding to failures, performance degradation, security events, and other anomalies to minimise impact on availability.
Avrea provides the Service with a Monthly Uptime Percentage of at least 99.9% during each calendar month ("Service Level Objective" or "SLO"). Where the Order Form specifies a different SLO, the Order Form shall prevail. When Avrea fails to meet the SLO, the Customer is eligible for Service Credits as described below. This SLA states the Customer's sole and exclusive remedy for any failure to meet the SLO, without prejudice to the Customer's right to terminate the Agreement for cause under the Terms of Service.
Definitions
"Downtime" means a period of time when the Service has no external connectivity or is materially unable to perform its core functions, as determined by Avrea's monitoring systems.
"Downtime Period" means a period of one or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Period.
"Monthly Uptime Percentage" means the total number of minutes in a calendar month, minus the aggregate number of minutes of Downtime of all Downtime Periods taking place during the month, divided by the total number of minutes in the month.
"Monthly Fee" means the Subscription Fees attributable to the relevant calendar month. Where Subscription Fees are invoiced annually, the Monthly Fee shall be one twelfth (1/12) of the annual Subscription Fee.
"Excess Downtime" means the aggregate Downtime Minutes in a calendar month that exceed the Downtime permitted under the SLO. For the default SLO of 99.9%, the permitted Downtime is approximately 43 minutes per 30-day month.
Service Credits
Service Credits are calculated as ten (10) times the Excess Downtime, expressed as a proportion of the Monthly Fee:
Service Credit = (Excess Downtime Minutes / Total Minutes in Calendar Month) × 10 × Monthly Fee
The aggregate Service Credits for any single calendar month shall not exceed one hundred per cent (100%) of the Monthly Fee for that month.
Avrea calculates all Downtime Periods and Service Credits based on its monitoring systems, logs, and configuration records. In the event of a dispute, the Parties shall seek to resolve it in good faith. Avrea shall make relevant monitoring data available for Customer audit upon reasonable request.
Service Credits are applied as credits towards future Subscription Fees within sixty (60) days of confirmation. Unused Service Credits expire upon termination or expiry of the Agreement and cannot be transferred or exchanged for cash.
Credit Request Process
To receive a Service Credit, the Customer must submit a written request to Avrea within sixty (60) days of the end of the calendar month in which the Downtime occurred. The request must include the dates and times of the Downtime incidents and a description of how the Service was affected.
Avrea shall evaluate the request and notify the Customer of the outcome within thirty (30) days of receipt.
8. Actions taken by Avrea to comply with Applicable Law or a binding order of a competent authority.
Exemptions
1. Events beyond Avrea's reasonable control, including any force majeure event and hostile actions by third parties such as denial-of-service attacks.
2. Scheduled maintenance communicated at least twenty-four (24) hours in advance via the Service's status page or email.
3. Downtime of Beta Features as defined in the Terms of Service.
4. Critical bug fixes and security patches applied to protect the integrity or security of the Service.
5. Customer-generated system load (network requests, API calls, data volume) that exceeds the capabilities of the Customer's subscription plan.
Downtime caused by the following events is excluded from Monthly Uptime Percentage calculations:
7. Customer actions, equipment, software, or data that cause or contribute to the unavailability, including failure to meet any Minimum Technical Requirements.
Support response times are measured from the time the Customer submits a request via Avrea's designated support channels. Business Hours are 09:00–17:00 EET, Monday to Friday, excluding Finnish public holidays. Critical severity issues are measured on a 24/7 basis.
6. Failures or unavailability of third-party infrastructure, hosting, or network providers used by Avrea to deliver the Service, including but not limited to Google Cloud Platform and OVHcloud.
Status Page
Avrea maintains a publicly accessible status page providing information on the availability of the Service. Avrea shall notify Customers of unscheduled Downtime via the status page as soon as reasonably practicable. Upon resolution, Avrea shall publish an incident summary including the duration, root cause (to the extent known), and remedial actions taken.
Support Response Times
Avrea provides support according to the following response time targets:
The response time targets above are targets only and do not constitute binding commitments, unless the Order Form expressly provides otherwise.
This SLA forms part of the Agreement between Avrea and the Customer and is subject to the terms and conditions set out in the Terms of Service. Capitalised terms not defined in this SLA have the meanings given to them in the Terms of Service.
