This Service Level Agreement ("SLA") is incorporated into the Terms of Service ("Terms") between Rever Finance Inc ("Rever") and Customer. It describes Rever's availability commitments and the remedies available to Customer if those commitments are not met. Capitalized terms not defined in this SLA have the meanings given in the Terms.
This SLA applies only to the cloud-hosted Service (Rever Cloud). Self-hosted deployments are managed by Customer on Customer's own infrastructure, and availability is Customer's responsibility for those deployments.
1. Availability Commitment
1.1 Uptime Target
Rever will use commercially reasonable efforts to maintain the cloud-hosted Service at a Monthly Uptime Percentage of at least 99.9% during each calendar month (the "Uptime Commitment").
1.2 Monthly Uptime Percentage
"Monthly Uptime Percentage" is calculated as:
((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
1.3 Downtime
"Downtime" means a period during which the core functionality of the cloud-hosted Service is materially unavailable to Customer, as measured by Rever's monitoring systems. Downtime is measured in minutes and begins when Rever confirms the outage (either through automated monitoring or upon verification of a Customer report) and ends when the Service is restored.
1.4 Exclusions
Downtime does not include unavailability caused by:
(a) Scheduled maintenance. Planned maintenance windows for which Rever provides at least forty-eight (48) hours' advance notice via email or in-product notification. Rever will schedule maintenance during low-traffic periods (typically weekends or late evenings U.S. time) and will not schedule more than eight (8) hours of planned maintenance per month.
(b) Force majeure. Events beyond Rever's reasonable control, as described in Section 16.5 of the Terms.
(c) Customer-caused issues. Outages resulting from Customer's equipment, software, network connections, or actions (including misconfigured API integrations or exceeding documented rate limits).
(d) Third-party services. Failures of third-party services or integrations not operated by Rever.
(e) Suspension. Periods during which Customer's access is suspended under the Terms (such as for non-payment under Section 7.9 or AUP violations under Section 9.4).
(f) Beta Services. Availability of Beta Services, which are not covered by this SLA.
2. Service Credits
2.1 Eligibility
If Rever fails to meet the Uptime Commitment in a given calendar month, Customer may be eligible for Service Credits as described below. Service Credits are Customer's sole and exclusive remedy for Rever's failure to meet the Uptime Commitment.
2.2 Credit Schedule
| Monthly Uptime Percentage | Service Credit (% of monthly fees) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Service Credits are calculated as a percentage of the monthly fees actually paid by Customer for the affected month. For annual subscriptions, the monthly fee is one-twelfth (1/12) of the annual fee.
2.3 Credit Cap
Service Credits for any single calendar month will not exceed fifty percent (50%) of Customer's monthly fees for that month. Service Credits are not refundable in cash and may only be applied against future invoices.
2.4 Request Process
To receive a Service Credit, Customer must submit a written request to legal@rever.ai within thirty (30) days of the end of the month in which the Downtime occurred. The request must include the dates and times of the claimed Downtime and a description of the impact. Rever will review the claim and, if validated against Rever's monitoring data, apply the Service Credit to Customer's next invoice.
3. Support
3.1 Support Channels
Rever provides support for the cloud-hosted Service through the following channels: in-app support, email support at legal@rever.ai, and the Documentation at docs.rever.ai.
3.2 Support Scope
For cloud-hosted customers, support covers the Service itself, including platform functionality, account and billing inquiries, and assistance with Rever's APIs and integrations as documented.
For self-hosted and air-gapped customers, support is limited to the Rever software and does not extend to Customer's infrastructure, networking, operating system, or third-party components, as described in Section 3.2(d) of the Terms.
3.3 Severity Levels and Response Times
Rever classifies support requests by severity and targets the following initial response times for paid plans:
| Severity | Description | Target Response Time |
|---|---|---|
| Critical | Service is completely unavailable or a core function is non-operational for all or most Authorized Users, with no workaround | 1 hour (business hours) |
| High | A major feature is significantly impaired, affecting multiple Authorized Users, with limited workaround | 4 hours (business hours) |
| Medium | A feature is partially impaired with an available workaround, or a non-critical issue affecting a limited number of Authorized Users | 1 business day |
| Low | General questions, minor issues, feature requests, or cosmetic defects | 2 business days |
"Business hours" means 9:00 AM to 6:00 PM U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays.
Response times are targets, not guarantees. Rever will use commercially reasonable efforts to meet these targets. Failure to meet a response time target does not constitute a breach of the Terms or give rise to Service Credits.
3.4 Free Plans
Support for free plans is provided on a best-effort basis and is not subject to response time targets.
3.5 Enterprise Support
Customers on Enterprise plans may be eligible for enhanced support terms, including 24/7 coverage, dedicated support contacts, and custom response time commitments, as specified in the applicable Order Form.
4. Maintenance and Communication
4.1 Scheduled Maintenance
Rever will provide at least forty-eight (48) hours' advance notice of scheduled maintenance via email or in-product notification. Emergency maintenance required to address security vulnerabilities or prevent imminent service degradation may be performed with shorter notice.
4.2 Status Page
Rever maintains a public status page where Customer can monitor the current status of the Service and subscribe to incident notifications. Incident history and post-incident reports are published on the status page.
4.3 Incident Communication
During unplanned Downtime, Rever will provide timely updates through the status page and, for major incidents, via email. After resolution of significant incidents, Rever will publish a post-incident summary including root cause, impact, and steps taken to prevent recurrence.
5. Changes to This SLA
Rever may update this SLA from time to time. Changes to this SLA are subject to the amendment provisions in Section 16.8 of the Terms. Rever will provide at least thirty (30) days' notice before changes that materially reduce the Uptime Commitment or Service Credit amounts take effect.
6. Contact
For SLA-related questions or to submit a Service Credit request, contact:
Rever Finance Inc
Email: legal@rever.ai