Service Level Agreement
Version 1.0 · Effective 20 June 2026
1. Scope
This SLA applies to Customers on an active, paid CertVault subscription, for the production platform at certvaultapp.com.
It does not apply to: free trials or other no-charge use of the platform (which is provided on a best-effort basis with no service credits); beta, preview, or clearly-labelled experimental features; or any period during which a Customer's account is suspended for breach of the Terms of Service or non-payment.
Where a Customer has separately negotiated a written service agreement with different terms, that agreement prevails over this published SLA to the extent of any conflict.
2. Definitions
- “Available” means the production platform is reachable and able to serve authenticated requests.
- “Downtime” means a period in which the platform is not Available, excluding the periods listed in Section 5.
- “Monthly Uptime Percentage” means total minutes in a calendar month, minus Downtime minutes, divided by total minutes in that month, expressed as a percentage.
- “Service Credit” means a credit applied against a future invoice, calculated under Section 4.
3. Uptime Commitment
CertVault targets a Monthly Uptime Percentage of 99.5% or higher, measured against the upstream availability of our infrastructure providers (Vercel for application hosting and Supabase for database, authentication, and storage).
Because the platform runs on these providers, our availability is necessarily bounded by theirs. Outages originating with an upstream provider, beyond CertVault's reasonable control, are addressed under the exclusions in Section 5.
4. Service Credits
If the Monthly Uptime Percentage falls below the commitment in a given calendar month, the Customer is entitled to a Service Credit on request, as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.5% or higher | No credit (commitment met) |
| 99.0% to below 99.5% | 10% of that month's subscription fee |
| 95.0% to below 99.0% | 25% of that month's subscription fee |
| Below 95.0% | 50% of that month's subscription fee |
Service Credits are the Customer's sole and exclusive remedy for any failure to meet the uptime commitment. The total Service Credit for any month will not exceed 100% of the subscription fee for that month. Service Credits have no cash value, are not refundable, and are applied only against future CertVault invoices.
5. Exclusions
The following are not counted as Downtime and do not give rise to a Service Credit:
- Scheduled maintenance (see Section 6) and emergency maintenance reasonably required to protect the security or integrity of the platform.
- Unavailability of upstream infrastructure providers (including Vercel, Supabase, and the underlying cloud, network, or DNS providers) to the extent it is beyond CertVault's reasonable control.
- Force majeure events: acts of God, natural disasters, pandemic, war, terrorism, civil unrest, government action, fire, flood, or telecommunications outages.
- Issues caused by the Customer's own equipment, software, network, or misconfiguration, or by the Customer's breach of the Terms of Service.
- Suspension or termination of the Customer's account for breach of the Terms of Service or non-payment.
- Beta, preview, or experimental features, and any feature provided free of charge.
6. Scheduled Maintenance
CertVault performs planned maintenance during low-traffic windows where reasonably practicable. For maintenance expected to cause material service disruption, we will give the Customer at least 48 hours' notice by email. Time spent in properly-notified scheduled maintenance is not counted as Downtime.
7. Support Response Targets
For paid subscriptions, CertVault aims to respond to support requests submitted by email within the targets below. These are targets for an initial human response, not a guarantee of resolution time, and are measured in business hours.
| Severity | Description | Response target |
|---|---|---|
| P1 - Platform unavailable | No workaround; core platform is down for the Customer. | Within 8 business hours |
| P2 - Major feature impaired | A key feature is unusable but the platform is otherwise available. | Within 1 business day |
| P3 - Minor issue or question | A minor problem, cosmetic issue, or general enquiry. | Within 2 business days |
“Business hours” means Monday to Friday, 9:00am to 5:00pm Australian Eastern time (AEST), excluding public holidays. Submit support requests to support@certvaultapp.com.
8. How to Claim a Service Credit
To claim a Service Credit, the Customer must email legal@certvaultapp.com within 30 days of the end of the affected month, including the dates and times of the Downtime experienced. CertVault will validate the claim against its own monitoring and, where the claim is upheld, apply the Service Credit to the Customer's next invoice.
9. Changes to this SLA
CertVault may update this SLA from time to time. Where a change materially reduces the commitment, we will give affected Customers at least 30 days' notice by email or by updating this page. Continued use of the platform after a change takes effect constitutes acceptance of the updated SLA.
10. Contact
For questions about this SLA, or to request a countersigned copy as part of a separate enterprise agreement:
CertVault (Australian sole trader)
ABN: 51 371 573 935
Email: legal@certvaultapp.com