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Service Level Agreement (SLA) and Support Policy

Effective Date: November 26, 2025
Version: 1.0
Last Updated: November 26, 2025

This Service Level Agreement (SLA) and Support Policy has been prepared for general informational purposes and does not constitute legal advice. This document should be reviewed by qualified legal counsel before implementation or enforcement. Mavaro Systems LLC makes no warranties regarding the legal sufficiency of this template for your specific use case.

This SLA is effective when accepted as part of service registration or through separate written agreement. Actual service level commitments may vary based on subscription tier and specific contract terms.

1. Introduction and Scope​

This Service Level Agreement (SLA) establishes the service level commitments and support standards for Mavaro Systems LLC ("Mavaro," "we," "us," or "our") cloud-based software services.

1.1 Service Scope​

This SLA covers:

  • Service Availability: Uptime guarantees and maintenance windows
  • Performance Standards: Response times and throughput commitments
  • Support Services: Technical support tiers and response commitments
  • Service Credits: Remedy for service level failures
  • Reporting and Monitoring: Transparency and performance reporting

1.2 Definitions​

  • "Service" means the Mavaro cloud-based software platform and related services
  • "Downtime" means any period when the Service is unavailable
  • "Planned Maintenance" means scheduled maintenance activities
  • "Unplanned Downtime" means unscheduled service unavailability
  • "Response Time" means the time from incident report to initial response
  • "Resolution Time" means the time from incident report to resolution

1.3 Agreement Structure​

This SLA forms part of the Master Service Agreement and is structured by subscription tier:

  • Free Tier: Basic service commitments
  • Professional Tier: Enhanced service commitments
  • Enterprise Tier: Premium service commitments
  • Custom Tier: Tailored commitments based on specific agreements

2. Uptime Targets and Measurement​

2.1 Uptime Commitments​

Service Availability Targets​

  • Free Tier: 95.0% uptime minimum
  • Professional Tier: 99.5% uptime minimum
  • Enterprise Tier: 99.9% uptime minimum
  • Custom Tier: As specified in individual agreements

Measurement Methodology​

  • Measurement Period: Monthly calculation based on calendar month
  • Measurement Method: Continuous monitoring with 1-minute intervals
  • Calculation Formula: (Total Minutes - Downtime Minutes) / Total Minutes × 100
  • Measurement Tools: Third-party monitoring services (Pingdom, StatusCake, etc.)
  • Data Retention: 12 months of monitoring data retention

Exclusions from Uptime Calculation​

  • Planned Maintenance: Up to 4 hours per month during maintenance windows
  • Customer-Induced Issues: Downtime caused by customer configuration or usage
  • Third-Party Services: Downtime from external service provider failures
  • Force Majeure: Natural disasters, acts of terrorism, government actions
  • Internet Connectivity: Issues with customer's internet connectivity
  • DNS Issues: Problems with customer's DNS configuration

2.2 Performance Standards​

Response Time Targets​

  • Page Load Time: < 2 seconds for 95% of requests
  • API Response Time: < 500ms for 95% of API calls
  • Database Query Time: < 100ms for standard queries
  • File Upload Speed: Minimum 1 Mbps sustained upload rate
  • Search Response Time: < 1 second for standard searches

Throughput Commitments​

  • Concurrent Users: Support for contracted number of concurrent users
  • API Rate Limits: As specified in service plan documentation
  • Data Processing: Support for contracted data processing volumes
  • Storage I/O: Minimum 100 IOPS for standard storage
  • Network Bandwidth: Minimum contracted bandwidth allocation

2.3 Monitoring and Transparency​

Real-Time Status​

  • Status Page: Public status page at status.mavarosystems.com
  • Update Frequency: Status updates every 15 minutes during incidents
  • Incident History: Maintain 12 months of incident history
  • Performance Metrics: Publish monthly performance reports
  • Historical Data: Public access to 12 months of uptime data

Customer Communication​

  • Incident Notifications: Email notifications within 15 minutes of incident detection
  • Progress Updates: Regular updates every 30 minutes during active incidents
  • Resolution Notifications: Email notification when service is fully restored
  • Scheduled Maintenance: 72-hour advance notice for planned maintenance
  • Emergency Maintenance: 24-hour notice when possible

3. Maintenance Window Definitions​

3.1 Planned Maintenance​

Regular Maintenance Windows​

  • Scheduled Time: Weekly maintenance window every Sunday 2:00 AM - 6:00 AM UTC
  • Duration: Maximum 4 hours per maintenance window
  • Frequency: Maximum one maintenance window per week
  • Advance Notice: 72 hours minimum notice for routine maintenance
  • Maintenance Categories:
    • System updates and security patches
    • Database maintenance and optimization
    • Infrastructure upgrades and scaling
    • Feature deployments and improvements

Emergency Maintenance​

  • Criteria: Critical security vulnerabilities or system stability issues
  • Notice Period: 24 hours when possible, immediate for critical issues
  • Duration: Minimum necessary to resolve the critical issue
  • Communication: Immediate notification to all affected customers
  • Documentation: Post-maintenance incident report within 48 hours

3.2 Maintenance Communication​

Advance Notifications​

  • Email Notifications: Sent to primary customer contact and technical contacts
  • In-App Notifications: Banner notifications in customer dashboards
  • Status Page Updates: Real-time updates on status.mavarosystems.com
  • Social Media: Updates on official company social media channels
  • SMS Alerts: Critical maintenance alerts for Enterprise customers

Notification Content​

  • Maintenance Start Time: Exact start time in UTC and local time zones
  • Expected Duration: Estimated duration and completion time
  • Affected Services: Specific services that will be unavailable
  • Impact Description: Expected impact on customer operations
  • Rollback Plan: Plan for rollback if issues arise during maintenance

3.3 Maintenance Best Practices​

Scheduling Considerations​

  • Customer Impact: Schedule to minimize impact on customer operations
  • Global Operations: Consider multiple time zones for global customer base
  • Business Hours: Avoid maintenance during peak business hours when possible
  • Holidays: Avoid major holidays and special business periods
  • Customer Input: Consider customer feedback on preferred maintenance windows

Execution Standards​

  • Change Management: Follow formal change management procedures
  • Rollback Procedures: Prepare rollback procedures for all changes
  • Communication: Maintain communication throughout maintenance window
  • Testing: Conduct thorough testing before declaring maintenance complete
  • Documentation: Document all changes and lessons learned

4. Support Tiers and Channels​

4.1 Support Tier Structure​

Free Tier Support​

  • Support Channel: Online knowledge base and community forums
  • Response Time: Self-service only, no direct support response commitment
  • Availability: 24/7 access to documentation and community resources
  • Limitations: No guaranteed response time for individual inquiries
  • Escalation: No escalation path available

Professional Tier Support​

  • Support Channel: Email support only
  • Response Time: 24 hours for all inquiries
  • Availability: Monday-Friday, 8:00 AM - 8:00 PM EST
  • Languages: English only
  • Escalation: Limited escalation for critical issues only

Enterprise Tier Support​

  • Support Channel: Email, phone, and chat support
  • Response Time:
    • Critical: 1 hour
    • High: 4 hours
    • Medium: 8 hours
    • Low: 24 hours
  • Availability: 24/7 for critical issues, business hours for others
  • Languages: English, Spanish, French (with advance notice)
  • Escalation: Direct escalation to senior support engineers

Custom Tier Support​

  • Dedicated Support Team: Named support engineers and account managers
  • Custom Response Times: As specified in individual agreements
  • Extended Coverage: 24/7/365 support with guaranteed response times
  • Multiple Languages: Support in customer's preferred languages
  • Account Management: Dedicated account management and success team

4.2 Support Channels​

Email Support​

  • Email Address: support@mavarosystems.com
  • Response Commitment: Based on subscription tier and priority level
  • Attachment Support: Up to 10MB attachments
  • Language Support: English, with translation services available
  • Follow-up: Automatic follow-up for unresolved tickets after 48 hours

Phone Support​

  • Enterprise/Custom Tiers Only
  • Phone Numbers:
    • North America: 1-800-XXX-XXXX
    • International: +1-XXX-XXX-XXXX
  • Hours: As specified by subscription tier
  • Call Recording: Call recording for quality assurance (opt-out available)
  • International Dial-in: International dial-in numbers available

Chat Support​

  • Professional/Enterprise/Custom Tiers
  • Access Method: In-app chat widget or dedicated chat application
  • Availability: Business hours (8 AM - 8 PM EST, Monday-Friday)
  • Response Time: Within 5 minutes during business hours
  • File Sharing: Screen sharing and file transfer capabilities
  • Escalation: Direct escalation to phone support if needed

Self-Service Resources​

  • Knowledge Base: Comprehensive documentation at docs.mavarosystems.com
  • Video Tutorials: Step-by-step video guides and training materials
  • Community Forums: Customer community for peer-to-peer support
  • API Documentation: Complete API documentation with code examples
  • Status Page: Real-time service status and historical uptime data

4.3 Priority Levels and Response Times​

Critical Priority (P1)​

  • Definition: Complete service outage or critical functionality unavailable
  • Initial Response:
    • Enterprise: 1 hour
    • Professional: 4 hours
    • Custom: As specified
  • Target Resolution: 4 hours for standard issues, 24 hours for complex issues
  • Communication: Updates every 30 minutes until resolved
  • Escalation: Immediate escalation to engineering team

High Priority (P2)​

  • Definition: Major functionality impaired or significant performance degradation
  • Initial Response:
    • Enterprise: 4 hours
    • Professional: 8 hours
    • Custom: As specified
  • Target Resolution: 24 hours for standard issues, 72 hours for complex issues
  • Communication: Updates every 2 hours until resolved
  • Escalation: Escalation to senior support team

Medium Priority (P3)​

  • Definition: Minor functionality issues or general questions
  • Initial Response:
    • Enterprise: 8 hours
    • Professional: 16 hours
    • Custom: As specified
  • Target Resolution: 72 hours for most issues
  • Communication: Daily updates until resolved
  • Escalation: Standard support team handling

Low Priority (P4)​

  • Definition: General inquiries, feature requests, or non-urgent issues
  • Initial Response:
    • Enterprise: 24 hours
    • Professional: 48 hours
    • Custom: As specified
  • Target Resolution: As resources permit, typically within 5 business days
  • Communication: Updates every 2 business days
  • Escalation: No escalation unless escalated by customer

5. Service Restoration Targets​

5.1 Incident Response Procedures​

Immediate Response (0-15 minutes)​

  • Detection: Automated monitoring alerts trigger incident response
  • Initial Assessment: Support team assesses scope and impact
  • Incident Classification: Priority level assignment and team assignment
  • Customer Notification: Email notification to affected customers
  • Status Page Update: Public status page updated with incident information

Active Response (15 minutes - 2 hours)​

  • Investigation: Engineering team investigates root cause
  • Mitigation: Immediate steps to restore service or minimize impact
  • Communication: Regular updates to customers every 30 minutes
  • Escalation: Escalation to additional teams as needed
  • Documentation: Detailed incident logging and timeline tracking

Resolution and Recovery (2+ hours)​

  • Resolution: Root cause identified and service restored
  • Verification: Service functionality verification and monitoring
  • Communication: Customer notification of service restoration
  • Post-Incident Review: Internal review and documentation
  • Customer Follow-up: Follow-up communication with affected customers

5.2 Recovery Time Objectives (RTO)​

Service Recovery Targets​

  • Critical Services: 4-hour maximum RTO for core platform services
  • Database Services: 2-hour maximum RTO for primary database systems
  • API Services: 1-hour maximum RTO for API endpoints
  • Storage Services: 6-hour maximum RTO for user data storage
  • Network Services: 30-minute maximum RTO for network connectivity

Disaster Recovery​

  • Data Backup: Continuous backup with 15-minute Recovery Point Objective (RPO)
  • Geographic Redundancy: Automatic failover to secondary data center
  • Failover Time: Maximum 1-hour automatic failover time
  • Data Loss: Maximum 15 minutes of data loss in catastrophic failure
  • Business Continuity: 24-hour maximum for full service restoration

5.3 Business Continuity Measures​

Redundancy and Resilience​

  • Infrastructure Redundancy: Multiple redundant systems and data centers
  • Load Balancing: Automatic load distribution and failover
  • Database Replication: Real-time database replication and backup
  • Network Resilience: Multiple network paths and automatic routing
  • Power and Cooling: Redundant power and cooling systems

Monitoring and Alerting​

  • 24/7 Monitoring: Continuous monitoring of all critical systems
  • Automated Alerts: Immediate alerts for system failures or performance issues
  • Proactive Monitoring: Predictive monitoring to identify potential issues
  • Performance Baseline: Continuous performance baseline monitoring
  • Capacity Planning: Regular capacity planning and scaling

6. Service Credits Calculation and Claims​

6.1 Service Credit Calculation​

Uptime Credit Calculation​

  • 95.0% - 98.9% Uptime: 10% monthly service credit
  • 90.0% - 94.9% Uptime: 25% monthly service credit
  • 85.0% - 89.9% Uptime: 50% monthly service credit
  • Below 85.0% Uptime: 100% monthly service credit

Performance Credit Calculation​

  • Response Time Failures: 5% monthly credit for each performance standard failure
  • Throughput Failures: 10% monthly credit for sustained throughput failures
  • Multiple Failures: Credits are cumulative but capped at 100% monthly credit
  • Tier Adjustments: Credit percentages may vary by subscription tier

Support Response Credit Calculation​

  • Critical Response Failure: 25% monthly credit for each missed critical response commitment
  • High Priority Failure: 10% monthly credit for each missed high priority response
  • Multiple Support Failures: Credits are cumulative but capped at 50% monthly credit
  • Enterprise Plus: Enhanced credit percentages for Enterprise+ tiers

6.2 Service Credit Limitations​

Maximum Credit Caps​

  • Monthly Cap: Maximum 100% of monthly service fees as credits
  • Annual Cap: Maximum 100% of annual service fees as credits
  • Per Incident Cap: Maximum 50% of monthly service fees for single incident
  • Cumulative Cap: No limit on cumulative credits across multiple months

Credit Exclusions​

  • Customer-Induced Issues: No credits for issues caused by customer configuration
  • Third-Party Services: No credits for failures of external service providers
  • Force Majeure: No credits for events beyond reasonable control
  • Planned Maintenance: No credits for planned maintenance downtime
  • Internet Connectivity: No credits for customer internet connectivity issues

6.3 Credit Claim Process​

Automatic Credits​

  • Automatic Application: Credits automatically applied to next billing cycle
  • Customer Notification: Email notification when credits are applied
  • Credit Details: Detailed breakdown of credit calculations
  • Dispute Process: Process for disputing credit calculations
  • Documentation: Maintenance of detailed credit records

Manual Credit Requests​

  • Claim Submission: Email claims to support@mavarosystems.com within 30 days
  • Required Information: Detailed description of service failures and impact
  • Evidence Documentation: Supporting documentation for credit claims
  • Review Process: 15-day review period for credit claims
  • Appeal Process: Appeal process for denied credit claims

Credit Claim Documentation​

  • Incident Details: Time, date, duration, and description of service failures
  • Impact Assessment: Description of business impact and losses
  • Communication Records: Copies of support communications and notifications
  • Monitoring Data: Supporting monitoring data and evidence
  • Contact Information: Customer contact information for follow-up

7. Exclusions and Force Majeure​

7.1 Standard Exclusions​

  • Customer Equipment: Failures of customer-provided equipment or software
  • Customer Configuration: Issues resulting from customer system configuration
  • Customer Data: Problems with customer data quality or corruption
  • Customer Usage: Service degradation due to excessive customer usage
  • Customer Network: Issues with customer's network connectivity or infrastructure

Third-Party Service Exclusions​

  • Internet Infrastructure: Failures of internet infrastructure beyond our control
  • DNS Services: Issues with customer's DNS configuration or services
  • Browser Issues: Problems with customer browsers or client software
  • Third-Party APIs: Failures of third-party APIs or integrated services
  • Content Delivery: Issues with content delivery networks not under our control

External Dependencies​

  • Cloud Provider Issues: Failures of underlying cloud service providers
  • Hardware Failures: Unexpected hardware failures despite redundancy
  • Software Licenses: Issues with third-party software licenses or updates
  • Regulatory Changes: Service modifications required by regulatory changes
  • Legal Compliance: Service restrictions required for legal compliance

7.2 Force Majeure Events​

Natural Disasters​

  • Earthquakes: Seismic activity affecting service infrastructure
  • Floods: Flooding affecting data centers or service facilities
  • Hurricanes: Severe weather affecting service availability
  • Wildfires: Fire damage to service infrastructure
  • Other Natural Disasters: Other acts of nature beyond reasonable control

Human Actions​

  • Terrorism: Acts of terrorism affecting service operations
  • War: Armed conflicts disrupting service delivery
  • Civil Unrest: Civil disturbances affecting service availability
  • Government Actions: Government restrictions or regulatory actions
  • Labor Strikes: Strikes affecting service delivery or operations

Technical Failures​

  • Grid Failures: Electrical grid failures affecting data centers
  • Telecommunications: Major telecommunications infrastructure failures
  • Space Weather: Solar flares or other space weather events
  • Supply Chain: Disruptions in critical supply chains
  • Pandemic Events: Widespread pandemic affecting personnel availability

7.3 Force Majeure Procedures​

Notification Requirements​

  • Immediate Notice: Notification within 24 hours of force majeure event
  • Impact Assessment: Assessment of expected duration and impact
  • Communication Plan: Regular updates on status and recovery efforts
  • Resource Allocation: Description of efforts to mitigate impact
  • Recovery Timeline: Estimated timeline for service restoration

Response Procedures​

  • Business Continuity: Activation of business continuity plans
  • Resource Reallocation: Reallocation of resources to maintain critical services
  • Communication: Proactive communication with affected customers
  • Vendor Coordination: Coordination with vendors and service providers
  • Recovery Planning: Development of recovery and restoration plans

Limitation of Liability​

  • No Performance Obligations: Suspension of performance obligations during force majeure
  • Reasonable Efforts: Obligation to use reasonable efforts to minimize impact
  • Recovery Obligations: Obligation to resume normal operations when feasible
  • Extended Force Majeure: Customer right to terminate for extended force majeure
  • Insurance Claims: Assistance with insurance claims when applicable

8. Service Level Reporting​

8.1 Monthly Performance Reports​

Report Content​

  • Uptime Statistics: Monthly uptime percentages and downtime details
  • Performance Metrics: Response times, throughput, and performance statistics
  • Support Statistics: Support ticket volume, response times, and resolution rates
  • Incident Summary: Summary of all incidents during the reporting period
  • Maintenance Activities: Record of all planned maintenance activities

Report Distribution​

  • Automatic Distribution: Monthly reports distributed automatically
  • Customer Portal: Reports available through customer portal
  • Email Delivery: Email delivery to primary customer contacts
  • Executive Summary: Executive summary for enterprise customers
  • Custom Reports: Customized reports available upon request

8.2 Real-Time Monitoring​

Public Status Page​

  • Real-Time Status: Live service status and component availability
  • Incident History: Historical incident data and resolution times
  • Maintenance Calendar: Scheduled maintenance and system updates
  • Performance Graphs: Real-time performance metrics and trends
  • RSS Feed: RSS feed for automated status monitoring

Customer Dashboard​

  • Account-Specific Metrics: Performance metrics specific to customer account
  • Usage Statistics: Detailed usage statistics and trends
  • Support History: Complete support ticket history and status
  • Service Credits: Monthly service credit summaries
  • Alerts Configuration: Customizable alerts for account-specific events

8.3 Transparency and Communication​

Quarterly Business Reviews​

  • Enterprise Customers: Quarterly reviews of service performance
  • Trend Analysis: Analysis of performance trends and improvements
  • Roadmap Updates: Updates on product roadmap and feature development
  • Best Practices: Sharing of best practices and optimization recommendations
  • Strategic Planning: Strategic planning for upcoming quarters

Public Transparency​

  • Annual Transparency Reports: Annual reports on security and privacy
  • Industry Benchmarks: Comparison with industry standards and benchmarks
  • Compliance Certifications: Updates on compliance certifications and audits
  • Customer Success Stories: Case studies and success stories
  • Community Engagement: Participation in industry communities and forums

9. Customer Responsibilities​

9.1 Technical Responsibilities​

Account Management​

  • Account Security: Maintain secure account credentials and access controls
  • Contact Information: Keep contact information current and accurate
  • Notification Preferences: Configure appropriate notification preferences
  • User Management: Manage user accounts and access permissions
  • Configuration Management: Properly configure services for optimal performance

Data Management​

  • Data Backup: Maintain backups of critical customer data
  • Data Quality: Ensure data quality and integrity
  • Data Security: Implement appropriate security measures for customer data
  • Compliance Requirements: Ensure compliance with applicable regulations
  • Data Retention: Manage data retention and deletion according to policies

9.2 Communication Responsibilities​

Incident Reporting​

  • Timely Reporting: Report incidents promptly to support team
  • Detailed Information: Provide detailed information about issues and impacts
  • Contact Availability: Ensure technical contacts are available during incidents
  • Regular Updates: Provide updates on customer-side mitigation efforts
  • Resolution Verification: Verify resolution and provide feedback

Change Management​

  • Change Notifications: Notify Mavaro of planned customer-side changes
  • Impact Assessment: Assess and communicate potential service impacts
  • Testing Coordination: Coordinate testing of changes that may affect service
  • Rollback Planning: Plan and communicate rollback procedures
  • Documentation: Document changes and maintain change logs

10. Contact Information​

For SLA and Support inquiries:

Emergency Contacts:

Mailing Address: Mavaro Systems LLC
Support Services Department
[Address to be provided]

11. Document Control​

  • Document Owner: Chief Customer Success Officer
  • Review Frequency: Quarterly
  • Next Review Date: February 26, 2026
  • Classification: Public
  • Approval Authority: Chief Executive Officer

Effective Date: November 26, 2025
Version: 1.0
Classification: Public - Customer Contract Reference

This SLA and Support Policy represents our commitment to providing excellent service and support. For specific contractual commitments, please refer to your individual service agreement. This document may be updated to reflect improvements in our services and support capabilities.