Service Level Agreement

This Service Level Agreement ("SLA") describes the support, response, and availability commitments for Salvatorre products and supported services. It supplements the applicable services agreement, order, or product terms; where a signed agreement specifies different terms, that agreement controls.

1. Scope

This SLA applies to (a) Salvatorre software products under an active license or support plan, (b) hosted services we operate, and (c) post-delivery support of engineering deliverables during any applicable warranty or support period. It does not cover issues caused by factors outside our control — see Exclusions below.

2. Support hours and how to reach us

Support requests are submitted through our contact form. Standard support hours are Monday–Friday, 9:00am–5:00pm ET, excluding U.S. holidays. Requests received outside these hours are logged and addressed the next business day.

3. Severity levels

• Critical — a production system is down or unusable and there is no reasonable workaround.
• High — a major function is impaired or a workaround is difficult; significant business impact.
• Normal — a minor function is affected and a reasonable workaround exists.
• Low — a question, cosmetic issue, or enhancement request.

4. Response targets

We target the following initial response times (an acknowledgment and triage, not necessarily a resolution), measured during support hours:

• Critical — within 4 business hours
• High — within 1 business day
• Normal — within 2 business days
• Low — within 3 business days

Resolution time depends on the nature of the issue. We prioritize by severity and keep you updated on progress.

5. What happens when something breaks

When you report an issue, we:

1. Acknowledge the report and assign a severity.
2. Investigate and, where possible, provide a workaround to restore operation quickly.
3. Work the fix — a patch, update, or configuration change — prioritized by severity.
4. Keep you informed with status updates until the issue is resolved.
5. For Critical incidents, provide a brief post-incident summary of cause and prevention on request.

6. Availability (hosted services)

For hosted services we operate, we target 99.5% availability per calendar month, measured as the percentage of time the service is reachable, excluding the exclusions below. Availability does not apply to desktop or on-device software (for example, CANoli), which runs locally on your machine.

7. Scheduled maintenance

We may perform scheduled maintenance, ideally during off-peak windows, with at least 48 hours' advance notice for changes expected to cause downtime. Scheduled maintenance does not count against the availability target.

8. Updates and patches

We deliver product updates and fixes on a regular basis. Security patches are prioritized and released as promptly as practical. For supported software, you are responsible for applying updates within a reasonable time to remain eligible for support on affected functionality.

9. Remedies

Unless a signed agreement states otherwise, the remedies in that agreement — or, absent one, a good-faith effort to make it right — are your sole and exclusive remedy for a missed target.

10. Exclusions

This SLA does not cover issues arising from:

• Factors outside our reasonable control, including force majeure and third-party networks, platforms, or providers.
• Your infrastructure, hardware, configuration, or misuse, or use outside documented requirements.
• Unsupported product versions, or modifications not made or approved by us.
• Beta, trial, or free features, which are provided "as is."

11. Changes to this SLA

We may update this SLA as our products and services evolve. We'll post the updated version here and, for material changes affecting an active support plan, make reasonable efforts to notify you.

Contact

Support requests and questions about this SLA: please use our contact form.