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Service Level Agreement (SLA)
Last updated:
1. Availability commitments
| Plan | Monthly uptime commitment | Computation |
|---|---|---|
| Starter | best-effort | no SLA |
| Pro | 99.9 % | calendar month |
| Enterprise | 99.95 % | calendar month, multi-AZ achievable |
“Available”: the main REST API responds 2xx in at least 99 % of health checks over a 5-minute period, AND the voice plane can register SIP extensions, AND the dashboard *.app.sivocenter.com loads.
“Unavailable”: two or more consecutive 5-minute periods where any of the three planes above fails due to causes attributable to Cloudtree.
2. Exclusions
Not counted as unavailability:
- Scheduled maintenance (section 4).
- Customer-contracted SIP carrier failures (Zadarma, Twilio, Bandwidth, custom).
- Customer-contracted AI provider failures (Deepgram, OpenAI, ElevenLabs, etc.).
- Authorized users’ connectivity failures (local network, ISP, browser).
- Failures in Salesforce or other external integrated systems.
- Customer misuse or configurations causing failure (e.g. webhook endpoint returning 5xx in a loop).
- Force majeure: disasters, war, mass DDoS targeting shared cloud infra affecting multiple providers simultaneously.
- Suspension for non-payment or other contractual causes.
3. Operational metrics
Cloudtree publishes at status.sivocenter.com:
- API, voice plane, dashboard uptime.
- API P50/P95/P99 latency.
- Call setup latency (P95).
- Subcomponent status (Postgres, Redis, FreeSWITCH, Salesforce connector).
- Historical incidents with post-mortems for critical ones.
4. Scheduled maintenance
- Standard windows: Sundays 02:00-05:00 UTC. Cloudtree announces 48 h in advance when maintenance implies interruption.
- Emergency windows: critical vulnerability. Immediate announcement at
status.sivocenter.com. - Non-disruptive maintenance (rolling deploy, no downtime): not pre-announced.
5. Credits for breach
If monthly uptime falls below committed, the Customer is entitled to a credit on the following month’s invoice:
| Real uptime | Pro credit (99.9 %) | Enterprise credit (99.95 %) |
|---|---|---|
| ≥ 99.9 % / 99.95 % | 0 % | 0 % |
| 99.0 % – 99.9 % | 10 % | 20 % |
| 98.0 % – 99.0 % | 20 % | 40 % |
| < 98.0 % | 30 % | 60 % |
Accumulated cap: credit cannot exceed 100 % of the monthly fee for the affected month.
6. Credit claims
The Customer must request the credit in writing to billing@sivocenter.com within 30 days of the end of the affected month, including:
- Affected SIVO account.
- Period and observed metrics (reference to
status.sivocenter.comor screenshots). - Operational impact.
Cloudtree will respond within 15 business days. If applicable, the credit is applied on the next invoice as a credit note.
7. Support
| Plan | Channel | Hours | Target response time |
|---|---|---|---|
| Starter | Email + Help center | M-F 09-18 CET | 48 business hours |
| Pro | Email + Chat + Status | M-F 09-18 CET | 4 business hours |
| Enterprise | Email + Chat + Phone + CSM | 24×7 | 30 min critical / 2 h high / 8 h normal |
Severities
- S1 (critical): service down with no workaround. Only Enterprise guarantees 24×7.
- S2 (high): main functionality degraded or bug with temporary workaround.
- S3 (normal): bug with no significant operational impact.
- S4 (low): query, improvement, doubt.
8. SLA roadmap
- 2026 Q4: Extended Enterprise SLA to optional 99.99 % at extra cost.
- 2027 Q1: ISO 27001 certification included in Enterprise SLA.
- 2027 Q3: SOC 2 Type II for US customers.
9. SLA changes
Cloudtree may modify this SLA with 60-day notice. Modifications will never reduce commitments below those in force at signature for the current contract period.
10. Contact
- Operational status: https://status.sivocenter.com
- General support:
support@sivocenter.com - SLA claims:
billing@sivocenter.com - Enterprise crisis: direct number assigned at onboarding