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Service Level Agreement.

The uptime, response, and resolve times we commit to - and the credits you earn when we miss them.

Effective: 1 May 2026  ·  Applies to: all paid tiers  ·  Live status: network-status

1. Defined services

"The Service" covers the IVO marketplace web app, the public REST API at api.ivo.cy/v1, webhook delivery, and the mobile clients. The federation registry is included. Third-party integrations (Stripe, Postmark, etc.) are not part of this SLA - their providers' agreements govern those.

2. Uptime targets

  • Free tier: 99.5% monthly uptime (best effort, no credit).
  • Pro tier: 99.9% monthly uptime (≈43 minutes/month allowance).
  • Enterprise tier: 99.95% monthly uptime (≈22 minutes/month allowance).

Scheduled maintenance announced ≥72h in advance does not count against the budget. Maintenance windows are kept inside Sundays 02:00–05:00 EET unless an emergency requires otherwise.

3. Incident severity

  • SEV-1 - Critical. Platform unavailable, data loss, or security incident affecting user funds. Response: 15 min. Resolve target: 4h.
  • SEV-2 - Major. Core feature down for many users (payouts, task creation, login). Response: 30 min. Resolve target: 8h.
  • SEV-3 - Minor. Non-core feature degraded. Response: 4 business hours. Resolve target: 2 business days.
  • SEV-4 - Cosmetic. UI bug, copy issue. Response: 2 business days. Resolve target: next regular release.

4. Service credits

If we miss the monthly uptime target on a paid tier, you earn the following credit on next month's invoice, on request:

  • Below target by < 0.5% - 5% credit
  • Below target by 0.5–1% - 10% credit
  • Below target by 1–2% - 25% credit
  • Below target by > 2% - 50% credit

Credits are the sole and exclusive remedy under this SLA and are capped at 50% of the monthly fee.

5. Exclusions

  • Force majeure events.
  • Third-party service outages outside our control (Stripe, Cloudflare, primary DNS).
  • Customer-side network issues, mis-configured webhooks, or expired API keys.
  • Beta features explicitly labelled as such on the roadmap.

6. Reporting an incident

Open an incident at network-status, file a SEV-1/SEV-2 page to oncall@internetivo.com, or call the on-call number listed in your enterprise contract.

7. Claiming credit

Email billing@internetivo.com within 30 days of the affected month with your account ID and the incident reference. Approved credits appear on your next invoice.

8. Changes to this SLA

We notify Pro and Enterprise customers by email at least 30 days before any material change. Past versions are archived and linked from the footer.