Service Level Agreement
Last updated: April 17, 2026 · Version 1.0
This SLA is incorporated into the CivicCA Terms of Service by reference and applies to all paid plans (Community, Professional, Government). Trial subscriptions are excluded.
1. Uptime Commitment
CivicCA targets 99.9% Monthly Uptime for the production application (the URL at which Customer accesses the Service), measured calendar-month over calendar-month, excluding the events listed in §5.
"Monthly Uptime" means: (Total Minutes in Month − Unavailable Minutes) ÷ Total Minutes in Month × 100.
"Unavailable" means the Service returns HTTP 5xx errors or fails to respond on the application's primary domain for more than 60 consecutive seconds, as measured by CivicCA's external monitoring (currently UptimeRobot and AWS CloudWatch synthetics).
2. Service Credits
If Monthly Uptime falls below the 99.9% target in a given calendar month, Customer is eligible for the following service credit, applied to the next invoice (or refunded if the Customer is on the final billing cycle of an annual prepay):
| Monthly Uptime | Service credit | Approximate downtime |
|---|---|---|
| ≥ 99.9% | No credit (target met) | ≤ 43 min / month |
| < 99.9% — ≥ 99.0% | 10% of the monthly subscription fee | 43 min – 7.2 hr |
| < 99.0% — ≥ 95.0% | 25% of the monthly subscription fee | 7.2 hr – 36 hr |
| < 95.0% | 50% of the monthly subscription fee | > 36 hr |
For annual subscriptions, the "monthly subscription fee" means one-twelfth (1/12) of the annual fee.
3. Claiming a Credit
To claim a service credit, the Customer must email sales@civicca.com within 30 days of the end of the affected calendar month, with subject line "SLA Credit Request — [Month] [Year]" and a brief description of the impact. CivicCA will validate against its own monitoring data and apply the credit (or explain the determination) within 15 business days.
Service credits are the Customer's sole and exclusive remedy for any failure to meet the uptime target.
4. Maintenance Windows
Planned maintenance is scheduled during the standard maintenance window: Sundays 02:00–06:00 Pacific Time. CivicCA will provide at least 48 hours' advance notice via email and in-app banner for any maintenance expected to affect availability.
Time during scheduled maintenance windows is excluded from the Monthly Uptime calculation.
5. Exclusions
The following are excluded from the Monthly Uptime calculation and do not qualify for service credits:
- Scheduled maintenance announced at least 48 hours in advance, within the standard window;
- Emergency maintenance announced as soon as practicable to address an active security incident or critical defect;
- Force majeure events (natural disasters, government actions, war, civil unrest);
- Failures of internet connectivity or DNS not under CivicCA's reasonable control;
- Failures of third-party services Customer has chosen to integrate (the Customer's video platform, the Customer's SSO identity provider, the Customer's email server);
- Customer-caused issues, including misconfiguration, misuse, exceeding documented rate limits, or use that violates the Terms of Service;
- Outages affecting only the trial environment;
- Outages affecting non-production endpoints (admin tools, status page, marketing pages).
6. Support Response Targets
Support is provided by email at support@civicca.com. Initial response targets, business hours (Pacific Time, Mon–Fri excluding US federal holidays):
| Severity | Definition | Initial response |
|---|---|---|
| SEV-1 | Production outage or data-loss event affecting all users | 1 hour, 24/7 |
| SEV-2 | Major feature unavailable or significantly degraded | 4 business hours |
| SEV-3 | Minor functional issue with available workaround | 1 business day |
| SEV-4 | Cosmetic, documentation, or feature-request | 3 business days |
Government plan customers may negotiate enhanced 24/7 SEV-2 response and dedicated support contacts as part of their master service agreement.
7. Status Page
Real-time service status is published at civicca.com/status. Subscribe to incident notifications by email from the status page.
8. Modifications
CivicCA may update this SLA from time to time. Material reductions to the uptime target or credit schedule will be announced at least 60 days in advance via email and in-app notification, and will take effect at the start of the Customer's next renewal term.
9. Contact
SLA credit requests: sales@civicca.com · Support: support@civicca.com · Security incidents: security@civicca.com.
Related: Terms of Service · Security Overview · Data Processing Addendum · Status Page.