Service Level Agreement (Enterprise)
Enterprise SLA defining 99.9% monthly uptime commitment, service credits, severity response targets, exclusions, and repeated-failure termination rights.
We design for review-readiness: clear documentation, versioned policies, and operational controls.
Explore Trust Center1. Availability Commitment
Capantra commits to 99.9% Monthly Uptime Percentage.
MUP formula: (Total Minutes - Downtime) ÷ Total Minutes × 100.
Allowed downtime is approximately 43.8 minutes per month.
2. Service Credits
- 99.0%–99.9% monthly uptime: 5% credit.
- 98.0%–99.0% monthly uptime: 10% credit.
- Below 98.0% monthly uptime: 20% credit.
- Credits apply to affected services only.
- Claims must be requested within 15 days.
- Credits are exclusive remedy, capped at 20% of monthly fee, and no cash refunds apply.
3. Excluded Downtime
- Scheduled maintenance.
- Emergency maintenance.
- Force majeure.
- Third-party outages.
- Customer-caused issues.
- Beta features.
4. Incident Severity
- Severity 1 (Critical): response in 1 hour (24/7).
- Severity 2: response within 4 hours.
- Severity 3: response by next business day.
- Severity 4: backlog scheduling.
5. Repeated Failure Termination
If uptime falls below 98% for 3 consecutive months or 4 months in any rolling 6-month period, Customer may terminate affected services and receive pro-rata refund.
6. Scheduled Maintenance
Capantra provides 48 hours notice where practicable and conducts maintenance during designated maintenance windows.
Versioning & change log
- Aligned to updated enterprise SLA draft dated 2 March 2026.
- Updated sections to match published SLA clause order and wording.
Policies may be updated for regulatory, security, or product reasons. Material changes are communicated where required.
This policy is provided for transparency and procurement support and does not constitute legal advice.
Support: support@capantra.com