Service Level Agreement

This SLA describes baseline availability and support objectives for eligible business plans.

Availability objective

The binding uptime percentage, covered services, measurement method, and maintenance exclusions must be specified in the applicable order. No service credit applies unless expressly included in that order.

Exclusions

Downtime caused by customer systems, misuse, internet conditions outside ResearchCave control, force majeure, preview features, or announced maintenance may be excluded.

Claims

An authorised customer contact must submit a claim with timestamps and affected services within the period stated in the order. Service credits, if any, are the sole remedy for an SLA failure.