Service Level Agreement

1. Service Commitment

Drivolt commits to providing reliable, secure, and accessible digital archive storage services. This Service Level Agreement (SLA) outlines our commitments and your remedies if we fail to meet them.

2. Uptime Guarantee

99.9% Uptime

Monthly service availability target for web dashboard and API access

We measure uptime as the percentage of time our core services (web dashboard, API, file access) are available during a calendar month. Scheduled maintenance windows are excluded from uptime calculations.

3. Data Durability

99.999999999% Durability

Annual data durability target (11 nines)

We implement multiple layers of redundancy to protect your data:

Triple redundancy across geographically distributed data centers
Continuous data integrity verification
Automated backup and disaster recovery systems
Regular data integrity audits

4. Response Times

Service	Target Response Time
Web Dashboard Access	< 2 seconds
File Preview Generation	< 5 seconds
API Requests	< 500ms
File Download Initiation	< 10 seconds

5. Support Response Times

Priority	Description	Initial Response
Critical	Service unavailable, data at risk	1 hour
High	Major feature unavailable	4 hours
Medium	Minor feature issues	1 business day
Low	General inquiries	2 business days

6. Service Credits

If we fail to meet our uptime commitment, you are eligible for service credits:

Monthly Uptime	Service Credit
99.0% - 99.9%	10% of monthly fee
95.0% - 99.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

Credits must be requested within 30 days of the incident. Maximum credit per month is 50% of monthly fees.

7. Exclusions

This SLA does not apply to:

Scheduled maintenance (announced at least 48 hours in advance)
Issues caused by factors outside our control (natural disasters, internet outages)
Problems resulting from your actions or third-party services
Beta or preview features

8. Contact

To report an SLA issue or request service credits, contact us at: support@drivolt.us