Service Level Agreement

Revuva Pty Ltd – Service Level Agreement
Effective Date: [01/10/2025]

1. Scope

This SLA forms part of your Agreement with Revuva Pty Ltd (“Revuva”, “we”, “us”) and applies to the Reputation Manager software and related Services. It does not apply to third-party services (e.g., Google, Meta, Zapier, SMS carriers) that may impact availability outside our control.

2. Service Availability

• Revuva will use commercially reasonable efforts to ensure the platform is available 99.5% of the time, measured monthly.
  
  
  

• Exclusions: planned maintenance, emergency security updates, third-party outages, or circumstances beyond our reasonable control.
  
  
  

3. Support Commitments

• Standard support: available business days 9am–6pm AEST via email and chat.
  
  
  

• Priority issues (system outage, login failures, critical bugs) will be acknowledged within 4 business hours.
  
  
  

• Non-priority requests will be acknowledged within 1 business day.
  
  
  

4. Remedies

If availability falls below 99.5% in any month due to reasons within our control, affected clients may request a service credit equal to 5% of the monthly fee for each 1% of downtime, capped at 25% of monthly fees.