Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") describes the service availability and support commitments that LAVT Supply ("we," "us," or "our") provides to customers of the AV Management Suite (the "Service"). This SLA is incorporated into and forms part of our Terms of Service.

2. Service Availability Commitment

2.1 Uptime Guarantee

We commit to the following uptime levels for the Service, measured on a monthly basis:

2.2 Uptime Calculation

Uptime percentage is calculated as follows:

2.3 Exclusions from Uptime Calculation

The following events are excluded from uptime calculations and service credits:

• Scheduled maintenance windows (with advance notice)
• Emergency security patches or critical updates
• Issues caused by your actions or failure to follow documentation
• Problems with your internet connectivity or third-party services
• Force majeure events (natural disasters, wars, acts of terrorism, etc.)
• DDoS attacks or other malicious activities targeting the Service
• Suspension or termination of your account due to Terms of Service violations
• Beta features or services explicitly marked as experimental

3. Scheduled Maintenance

3.1 Maintenance Windows

We may perform scheduled maintenance on the Service. Maintenance windows are typically:

• Frequency: No more than once per month for major updates
• Timing: Outside business hours (typically 10 PM - 6 AM Pacific Time)
• Duration: Typically 1-4 hours

3.2 Advance Notice

3.3 Emergency Maintenance

In rare cases, we may need to perform emergency maintenance without advance notice to address critical security vulnerabilities or service-impacting issues. We will notify you as soon as possible when emergency maintenance is required.

4. Support Commitments

4.1 Support Channels

We provide support through the following channels:

• Email support: support@lavtsupply.com
• In-app support ticket system
• Knowledge base and documentation
• Video tutorials and guides

4.2 Support Hours and Response Times

4.3 Priority Definitions

• Critical: Service is completely unavailable or unusable for all users
• High: Major feature is unavailable or severely degraded
• Medium: Minor feature issue affecting some users
• Low: General questions, feature requests, or cosmetic issues

4.4 Escalation Path

For Professional and Enterprise customers, unresolved issues can be escalated:

• Tier 1: Support Engineer (initial response)
• Tier 2: Senior Support Engineer (if unresolved after 24 hours)
• Tier 3: Engineering Team (for complex technical issues)
• Tier 4: Customer Success Manager (Enterprise only, for critical business impact)

5. Performance Standards

5.1 Response Time Targets

We strive to maintain the following API response time targets (95th percentile):

• Simple API requests: < 200ms
• Complex queries and reports: < 2 seconds
• Real-time collaboration (WebSocket): < 100ms latency
• File uploads/downloads: Dependent on file size and network conditions

5.2 Data Backup and Recovery

• Backup Frequency: Continuous replication + daily snapshots
• Backup Retention: 30 days of daily backups
• Recovery Point Objective (RPO): Up to 1 hour of data loss in catastrophic failure
• Recovery Time Objective (RTO): Service restoration within 4 hours for critical failures

5.3 Data Export

All customers can export their data at any time:

• Self-service data export tools available in-app
• Export formats: CSV, JSON, Excel
• Complete data export available within 48 hours upon request
• 30-day data retention after account cancellation

6. Service Credits

6.1 Credit Eligibility

If we fail to meet our uptime commitment for a given month, you may be eligible for service credits according to the following schedule:

6.2 Credit Request Process

To request a service credit:

1. Submit a request within 30 days of the downtime incident
2. Include your account ID, dates/times of unavailability, and error logs if available
3. We will investigate and respond within 15 business days
4. Approved credits will be applied to your next monthly invoice

6.3 Credit Limitations

• Service credits are your sole and exclusive remedy for service availability failures
• Credits cannot exceed 50% of your monthly fee in any given month
• Credits cannot be redeemed for cash
• Credits expire 12 months after issuance if not used

7. Service Monitoring and Status

7.1 Status Page

We maintain a public status page at status.lavtsupply.com showing:

• Current system status
• Scheduled maintenance windows
• Historical uptime data
• Incident reports and post-mortems

7.2 Incident Communication

During service incidents, we will:

• Update the status page in real-time
• Send email notifications to account administrators
• Provide regular updates until the issue is resolved
• Publish a post-incident report for major outages (Professional and Enterprise)

8. Security and Compliance

8.1 Security Commitments

• Industry-standard encryption (TLS 1.2+) for all data in transit
• Encryption at rest for sensitive data
• Regular security audits and penetration testing
• Immediate notification of any security breaches affecting your data

8.2 Compliance

We maintain compliance with:

• GDPR (General Data Protection Regulation)
• CCPA (California Consumer Privacy Act)
• SOC 2 Type II (in progress)
• ESIGN Act for electronic signatures

9. Modifications to this SLA

We may modify this SLA from time to time. Material changes that reduce our commitments will be communicated 90 days in advance and will only apply at the start of your next renewal period.

10. Contact Information

For questions about this SLA or to report service issues: