SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement (“SLA”) applies to the availability of certain hosting, managed platform, and cloud services provided by Revion Solutions, Inc. (“Revion,” “Revion.com,” “we,” “us”) and describes the service commitments, how uptime is measured, and the remedies available to Customer if these commitments are not met. This SLA is a supplement to the Terms of Service and applies only where an uptime guarantee is included in the applicable Order or service description.

1. Service Availability Commitment
Revion will use commercially reasonable efforts to make the applicable Services available with a monthly uptime percentage (“Uptime Percentage”) of 99.9% during any monthly billing cycle. Uptime Percentage is calculated as:

Uptime Percentage = (Total Minutes of Availability × 100) / (Total Minutes in the Month)

Availability is measured from the Revion edge network or platform endpoints unless otherwise specified in a service description.

2. Remedies for Unavailability — Service Credits
If the monthly Uptime Percentage falls below 99.9%, Customer may be eligible to receive a Service Credit for the affected Services in the following amounts:

  • 99.0% – 99.89% uptime → 5% credit

  • 98.0% – 98.99% uptime → 10% credit

  • Below 98.0% → 25% credit

Service Credits are expressed as a percentage of the monthly recurring fees paid by Customer for the affected Services during the billing cycle in which the SLA was not met. Service Credits are Customer’s sole and exclusive remedy under this SLA.

3. Calculating Downtime
Downtime is any period when the Services are unavailable as measured from Revion’s monitoring systems. Partial outages affecting certain endpoints or regions may be prorated based on the ratio of impacted endpoints to total endpoints.

4. Exclusions — Excused Downtime
“Excused Downtime” is excluded from the calculation of Uptime Percentage and includes outages caused by:

  • Scheduled maintenance where reasonable prior notice is provided

  • Emergency maintenance necessary for security or service stability

  • Beta or preview features not covered by the SLA

  • Force majeure events (natural disasters, major outages in third-party infrastructure)

  • Customer actions or misconfigurations, including non-compliance with acceptable use or Terms of Service

  • Outages due to third-party services outside Revion’s control, including upstream networks or provider providers

5. Claiming a Service Credit
To request a Service Credit, Customer must:

a. Submit a written request to support@revion.com within 10 business days following the end of the month in which the SLA was not met;
b. Provide Revion with the start and end times for the unavailability and any relevant monitoring or status page data.

Service Credit requests that do not include this information may be delayed or denied.

6. Limitations
Service Credits:

  • Are applied only against future fees owed to Revion and may not be exchanged for cash or refunds

  • Will not exceed the total recurring fees for the affected Services in the impacted billing cycle

  • Do not apply to credits for managed support response targets or other non-availability commitments unless expressly stated

This SLA does not apply to support response times, data recovery guarantees, or performance outside of service availability unless explicitly included in a separate agreement.

6a. Application Dependencies and Client Configuration

Revion’s SLA applies solely to the availability of the Services as measured at Revion-managed endpoints. The SLA does not cover the behavior, compatibility, or correctness of customer applications, integrations, internal processes, or third-party dependencies, including but not limited to application trust stores, certificate validation logic, API clients, or externally hosted services.

Customer is responsible for ensuring that applications and integrations consuming the Services are properly configured to trust industry-standard certificate authorities and to remain compatible with changes in underlying security components. Issues arising from application configuration, dependency management, or third-party integrations do not constitute Service unavailability under this SLA.

7. Measurement and Monitoring
Revion may monitor the Services internally using commercially reasonable monitoring tools. Customer may use external monitoring services, but Revion’s internal measurements are the authoritative source for SLA calculations.

8. Modification of SLA Terms
Revion may modify this SLA by posting updated terms at Revion.com/legal/sla or another designated page. Material changes affecting existing Service Credits or remedies will be communicated with reasonable prior notice.

9. Definitions
“Services” means the specific Revion hosting or managed platform offerings subject to this SLA as specified in an Order. “Monthly uptime percentage” means the total minutes in a calendar month during which the Services are available, excluding Excused Downtime, divided by the total minutes in that month.
Last Updated: January 2nd, 2026

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