Service Level Agreement & Uptime Guarantee
When your revenue depends on your digital infrastructure, downtime is not an option. Codevexa Technology backs every managed deployment with contractual 99.9% uptime commitments, rapid response windows, and SLA credits.
99.9% Uptime SLA
Contractual platform availability backed by financial service credit guarantees.
< 15-Min P1 Response
Emergency war-room mobilized in under 15 minutes for critical production outages.
RPO < 1 Hour
Automated hourly database snapshots limiting maximum data loss window to < 60 mins.
Core Web Vitals Pass
Sub-second First Contentful Paint (FCP) and optimal Google performance score.
Scope of SLA Commitment
This Service Level Agreement ("SLA") sets forth the technical uptime guarantees, recovery thresholds, and rapid incident response expectations provided by Codevexa Technology to clients with active managed hosting, maintenance retainers, or enterprise software service contracts.
This agreement applies to all production web applications, database clusters, API gateways, and cloud servers configured and actively managed under Codevexa infrastructure supervision.
99.9% Uptime Guarantee Calculation
Codevexa guarantees a minimum 99.9% Monthly Uptime Percentage for covered production systems. Monthly uptime is calculated according to the formula:
Uptime is monitored via independent automated synthetic monitoring nodes pinging HTTP/HTTPS endpoints from multiple geographic regions (North America, Europe, Asia-Pacific) every 60 seconds.
Severity Matrix & Response Times
When an incident occurs, our DevOps engineers classify and respond according to strictly enforced severity tiers:
| Severity Level | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| P1 — Critical | Production website or core transactional database completely unreachable; orders blocked. | < 15 Minutes | < 2 Hours |
| P2 — Major | Core system functional, but significant feature (e.g. checkout API or CRM sync) impaired. | < 1 Hour | < 6 Hours |
| P3 — Moderate | Non-critical functional bug or administrative dashboard glitch with available workaround. | < 4 Hours | < 24 Hours |
| P4 — Low / Minor | Cosmetic UI enhancement, copy change, or general architectural question. | < 8 Hours | Next Sprint |
Maintenance & Zero-Downtime Deploys
Routine system updates, kernel patches, and database maintenance are performed during low-traffic maintenance windows (typically Sundays between 01:00 AM and 04:00 AM IST).
Clients are notified via email at least 48 hours in advance of any anticipated maintenance. For web application code updates, Codevexa utilizes blue-green atomic deployments to deliver zero downtime during releases.
Backup Protocols & Disaster Recovery
We safeguard client data against disaster with redundant backup hierarchies:
Performance & Page Speed Benchmarks
Speed is a core feature of engineering quality. On our high-performance hosting environments:
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✓
Time to First Byte (TTFB): Guaranteed under 200ms on edge cache hits globally.
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✓
First Contentful Paint (FCP): Maintained under 1.2 seconds for optimized landing pages.
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✓
Google Core Web Vitals: Engineered to achieve "Good" status across LCP, FID, and CLS.
SLA Service Credits & Remedies
If Codevexa fails to meet our 99.9% uptime commitment in any calendar month, you are eligible to receive financial service credits against your next hosting invoice:
| Monthly Uptime Achieved | Service Credit Refund |
|---|---|
| 99.0% to 99.89% | 10% Credit of Monthly Hosting Fee |
| 98.0% to 98.99% | 25% Credit of Monthly Hosting Fee |
| < 98.0% | 50% Credit of Monthly Hosting Fee |
To claim a credit, the Client must notify Codevexa within 30 days of the end of the month in which the SLA outage occurred.
Exclusions & Force Majeure
The SLA uptime commitment excludes downtime caused by:
- Scheduled pre-announced maintenance windows.
- Client-side DNS record alterations, domain expiration, or unapproved script additions.
- Global internet routing failures outside Codevexa's upstream cloud providers.
- Acts of God, natural catastrophes, war, or governmental embargoes (Force Majeure).
24/7 Escalation & Support Channels
We provide multi-channel escalation for enterprise partners:
Enterprise SLA Retainers Available
Protect your digital revenue with dedicated DevOps engineers, continuous security patches, and guaranteed sub-15-minute response times.