Reliability
Service Level Agreement
Last updated: 20 May 2026
What you can expect from us in terms of uptime and response times, and what happens if we miss a target.
1. Coverage
This SLA covers Codev Digital studio engagements during the active project window and the included 1–2 week post-launch support period.
2. Uptime targets
- Marketing site (codevdigital.com): 99.9% monthly uptime.
- Scheduled maintenance is announced 48 hours in advance and runs in low-traffic windows.
3. Response times during an active engagement
- P1 (production down for your end-users): under 1 hour, 24/7.
- P2 (significant feature broken, workaround available): under 4 working hours.
- P3 (cosmetic or minor): next working day.
4. Service credits
If we miss an uptime target in a given calendar month, you receive an automatic service credit on your next invoice: 10% credit at 99.0–99.8% uptime, 25% credit at 95.0–98.9%, 50% credit below 95.0%. Credits are the sole remedy for uptime breaches.
5. Exclusions
- Third-party outages outside our control (Stripe, Twilio, Meta WhatsApp API, etc.).
- Issues caused by your own infrastructure changes or by code we did not write.
- Force majeure events.
- Action or inaction by your team that breaks the service.
6. Status and reporting
Live incident status is posted at status.codevdigital.com (publishing in 2026). Post-incident reports are issued within 5 working days for any P1 incident.
7. Contact
Production-down? Email urgent@codevdigital.com or message your dedicated Slack channel. For SLA credit claims, email billing@codevdigital.com.
Let’s talk aboutwhat you need built.
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