Legal
Service Level Agreement
Our availability commitment for the Provisionix cloud service, and the service credits that apply when we do not meet it.
Last Updated: August 6, 2026
1. Scope
This Service Level Agreement ("SLA") applies to the Provisionix cloud (SaaS) service and forms part of our Terms of Service. It describes the availability commitment for the hosted service and the service credits available when we do not meet it.
This SLA does not apply to self-hosted deployments of Provisionix, which run on infrastructure we do not operate, nor to free-tier accounts or evaluation environments.
2. Definitions
For the purposes of this SLA:
- "Monthly Uptime Percentage" means the total number of minutes in a monthly billing cycle, minus the minutes of Downtime in that cycle, divided by the total number of minutes in the cycle.
- "Downtime" means any period during which the Provisionix cloud service is unavailable, excluding the exclusions listed in section 4.
- "Scheduled Maintenance" means maintenance announced at least 72 hours in advance through the service or by email.
3. Availability Commitment
Provisionix will use commercially reasonable efforts to make the cloud service available with a Monthly Uptime Percentage of at least 99.9% during each monthly billing cycle.
4. Exclusions
Downtime does not include unavailability caused by:
- Scheduled Maintenance
- Factors outside our reasonable control, including force majeure events and failures of the public internet
- Your equipment, software, or network, or the configuration of any of them
- Actions or omissions by you or by third parties acting on your behalf
- Suspension or termination of your account in accordance with the Terms of Service
- Beta, preview, or evaluation features
5. Service Credits
If the Monthly Uptime Percentage falls below the commitment in a monthly billing cycle, you are eligible for a service credit calculated as a percentage of the fee for that cycle:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.9% but at or above 99.0% | 10% |
| Below 99.0% but at or above 95.0% | 25% |
| Below 95.0% | 50% |
Service credits are applied against future invoices, are not transferable, have no cash value, and are capped at 50% of the monthly fee for the affected cycle. Service credits are your sole and exclusive remedy for any failure to meet this SLA.
6. Claim Process
To claim a service credit:
- Submit your claim to contact@provisionix.io within 30 calendar days of the incident
- Include the dates, times, and any logs or evidence of the unavailability you experienced
- Approved credits are applied to the next billing cycle
7. Changes to this SLA
We may update this SLA from time to time. The version in effect at the start of a monthly billing cycle applies to that cycle.