Service Level Agreement
This SLA describes the baseline availability and support commitments WaverSec may offer for paid enterprise-facing plans of WaverSec Protect.
This SLA applies only if a customer order form or agreement expressly says it applies. If not expressly incorporated, this page is informational only and creates no separate entitlement.
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Applicability
This SLA is intended for paid plans where WaverSec has agreed in writing to provide SLA-backed service commitments. Free tiers, trials, beta access, and unpaid pilots are excluded unless expressly stated otherwise.
Monthly availability target
For covered plans, WaverSec will use commercially reasonable efforts to provide 99.5% monthly availability for the covered production service components.
Availability is measured monthly and excludes scheduled maintenance, emergency maintenance, customer-caused issues, third-party outages outside WaverSec reasonable control, internet failures outside WaverSec networks, force majeure events, and suspensions permitted by the agreement.
Support response targets
For covered plans, WaverSec will use commercially reasonable efforts to respond during normal business support operations according to issue severity.
- Severity 1: material production outage or critical business impact, initial response target within 4 business hours.
- Severity 2: significant degradation or feature impairment, initial response target within 1 business day.
- Severity 3: standard issue, bug, or support request, initial response target within 2 business days.
Maintenance windows
WaverSec may perform planned maintenance from time to time. Planned maintenance will be scheduled to minimize disruption where reasonably possible. Emergency maintenance may occur without advance notice where necessary to protect the service or its users.
Service credits
If a covered customer experiences monthly availability below the applicable target and timely submits a valid claim, WaverSec may provide service credits as the customer’s sole monetary remedy under this SLA.
- Availability below 99.5% but at or above 98.0%: 5% credit of the affected monthly fee.
- Availability below 98.0%: 10% credit of the affected monthly fee.
- Credits apply only to future fees unless mandatory law requires another remedy.
How to claim credits
Customers must submit a written claim within 30 days after the end of the affected month, identify the affected service, include reasonable supporting detail, and cooperate with WaverSec in validating the claim.
No credit is available if the customer is in material payment default or breach of the agreement at the time of the claim.