Service Level Agreement (SLA)
Levqor is committed to providing reliable, enterprise-grade automation services. This SLA defines our uptime commitments and what happens if we don't meet them.
99.9% Uptime Guarantee
Agency plan customers and those with the 99.9% SLA add-on receive our highest level of service commitment with guaranteed uptime and service credits for any downtime.
Uptime Commitment
We guarantee 99.9% uptime for the Levqor platform, measured monthly. This translates to:
- Maximum downtime: 43 minutes per month
- Annual target: 99.9% uptime (8 hours 45 minutes maximum downtime per year)
- Monitoring: Continuous automated monitoring across all regions
What's Covered
This SLA applies to:
- Core platform API (api.levqor.ai)
- Dashboard and web interface (levqor.ai)
- Workflow execution engine
- Data storage and retrieval
- Authentication services
What's Not Covered (Exclusions)
This SLA does not apply to downtime caused by:
- Scheduled maintenance (announced at least 48 hours in advance)
- Third-party service failures (Stripe, external APIs, integrations)
- Your internet connectivity or infrastructure issues
- Force majeure events (natural disasters, pandemics, war)
- Actions that violate our Acceptable Use Policy or Fair Use Policy
- Misuse, abuse, or unauthorized modifications to our services
Incident Response Times
Agency Plan (4-Hour SLA)
- Critical incidents: Initial response within 4 hours
- Major incidents: Response within 8 hours
- Minor incidents: Response within 24 hours
Growth Plan
- Priority support: Response within 24 hours
- Standard incidents: Response within 48 hours
For full support response times across all plans, see our Support Policy.
Service Credits
If we fail to meet our 99.9% uptime commitment in any given month, eligible customers will receive service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Note: Service credits are applied to your next billing cycle and do not entitle you to cash refunds. To claim a service credit, contact support@levqor.ai within 30 days of the incident.
Status and Incidents
Monitor real-time platform status and incident history at our status page. We'll also notify you via email for any critical incidents affecting your account.
Need Enhanced SLA?
Upgrade to our Agency plan (£149/month) for 99.9% uptime guarantee and 4-hour incident response, or add the 99.9% SLA add-on to any plan.
View Pricing →This SLA is part of our Terms of Service. See also: Support Policy, Fair Use Policy. Last updated: November 2025.