Legal · Effective September 26, 2026
Service Level Agreement (SLA)
This Service Level Agreement sets out our availability commitment for CaptivaHQ, the service credits you receive if we miss it, and our support response targets. It applies to paid subscriptions in good standing and forms part of the Terms of Service. Trials and features labelled beta, preview or coming soon are excluded.
1. Availability commitment
We will make the core CaptivaHQ application available 99.5% of the time in each calendar month (“Monthly Uptime”). An Enterprise Order may set a different commitment.
Monthly Uptime = (total minutes in the month − minutes of Downtime) ÷ total minutes in the month × 100.
2. What counts as Downtime
Downtime is a period of at least five consecutive minutes in which your Authorized Users cannot sign in, or the core application returns server errors for all requests, in your regional cell, as measured by our monitoring. Downtime does not include unavailability caused by:
- scheduled maintenance announced at least 48 hours in advance (limited to 8 hours a month), or emergency maintenance to address a security threat;
- AI Features being slow, degraded or unavailable because of a model provider, or paused because a Workspace has used its AI allowance and credits;
- third-party services you connect, such as email, calendar or accounting systems;
- your equipment, network, configuration, integrations or custom code, or your breach of the Terms;
- suspension under the Terms, including for non-payment or abuse;
- events beyond our reasonable control, as described in the Terms.
3. Service credits
| Monthly Uptime | Service credit (% of that month's subscription fee) |
|---|---|
| Below 99.5% but at least 99.0% | 5% |
| Below 99.0% but at least 95.0% | 10% |
| Below 95.0% | 25% |
- To claim a credit, email [email protected] within 30 days after the end of the affected month, with the dates and times you were affected.
- Credits are applied to your next invoice. They are not paid in cash, do not apply to AI credit purchases, and are capped at 25% of the monthly subscription fee.
- Service credits are your sole and exclusive remedy for Downtime.
4. Support
Support is by email at [email protected], 9:00–18:00 US Eastern time on business days. Our first-response targets are:
| Severity | Example | First response |
|---|---|---|
| 1 — Critical | The application is down, or a suspected security incident | 2 business hours |
| 2 — High | A core module is unusable, with no workaround | 4 business hours |
| 3 — Normal | A feature works incorrectly, or a workaround exists | 1 business day |
| 4 — Low | Questions, how-to, feature requests | 2 business days |
Response targets are goals, not guarantees of resolution time, and do not carry service credits.
5. Incidents and maintenance
- We monitor the platform continuously and act on incidents at any hour.
- We notify Workspace owners by email of scheduled maintenance and of major incidents, and send a summary of the cause and remedy for any Severity 1 incident.
- We back up production databases and keep backups encrypted on a rolling retention cycle.
Published for CaptivaHQ by United Technology Services Inc. · All documents: captivahq.com/legal. Questions: [email protected].