Service Level Agreement
Last updated March 1, 2026
This Service Level Agreement (“SLA”) defines Arvexi's commitments regarding Platform availability, performance, and support response times. This SLA applies to all customers with an active subscription agreement.
1. Platform Availability
1.1 Uptime Commitment
Arvexi commits to maintaining 99.9% monthly uptime for the Platform, measured as the percentage of total minutes in a calendar month during which the Platform is available and operational.
1.2 Uptime Calculation
Monthly Uptime Percentage = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
Downtime is defined as any period of 5 or more consecutive minutes during which the Platform is unavailable to Customer, as measured by Arvexi's monitoring systems.
1.3 Exclusions
The following are excluded from Downtime calculations:
- Scheduled maintenance windows (communicated at least 72 hours in advance, typically performed during weekends between 02:00–06:00 UTC)
- Force majeure events beyond Arvexi's reasonable control
- Issues caused by Customer's systems, network, or third-party integrations
- Features or components designated as “Beta” or “Preview”
2. Service Credits
If Arvexi fails to meet the monthly uptime commitment, Customer is eligible for service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Service credits must be requested within 30 days of the affected month. Credits are applied to future invoices and do not exceed 50% of the monthly subscription fee. Service credits are Customer's sole and exclusive remedy for Arvexi's failure to meet the uptime commitment.
3. Support Response Times
3.1 Support Channels
- Email: support@arvexi.com (available 24/7)
- In-Platform: Support widget accessible from any Platform page
- Phone: Available for Enterprise plan customers during business hours (9:00 AM–6:00 PM ET, Monday–Friday)
3.2 Priority Levels and Response Times
| Priority | Definition | Response Time | Resolution Target |
|---|---|---|---|
| P1: Critical | Platform unavailable or major feature non-functional affecting all users | 1 hour | 4 hours |
| P2: High | Significant feature impairment or data processing errors affecting multiple users | 4 hours | 1 business day |
| P3: Medium | Minor feature issues, UI defects, or non-critical functionality problems | 1 business day | 5 business days |
| P4: Low | General inquiries, feature requests, documentation questions | 2 business days | Best effort |
4. Data Processing Performance
4.1 Document Extraction
AI-powered lease extraction processes are designed to complete within the following targets:
- Single document (up to 50 pages): under 60 seconds
- Batch upload (up to 100 documents): under 15 minutes
- Large batch (100–500 documents): under 2 hours
4.2 Journal Entry Generation
Journal entries and amortization schedules are generated within 30 seconds of approval for individual leases, and within 5 minutes for portfolio-wide recalculations.
5. Scheduled Maintenance
Arvexi performs routine maintenance to ensure Platform reliability and security. Scheduled maintenance windows are communicated at least 72 hours in advance via email to account administrators and in-platform notifications.
Arvexi targets no more than 4 hours of scheduled maintenance per month, performed during low-usage periods (typically Saturday or Sunday, 02:00 – 06:00 UTC).
6. Incident Communication
During unplanned service disruptions, Arvexi will provide status updates at least every 30 minutes for P1 incidents and every 2 hours for P2 incidents via email and the Arvexi status page. Post-incident reports (root cause analysis) are provided within 5 business days for P1 and P2 incidents.
7. SLA Modifications
Arvexi may update this SLA with 30 days written notice. Updates will not reduce the uptime commitment or increase response times during Customer's current subscription term.
Contact
For SLA-related inquiries or to request service credits, contact support@arvexi.com.