← revvyn.com

Service Level Agreement

Effective for all Growth and Enterprise tier customers.

Uptime

Tier	SLA	Monthly Credits
Growth	99.9%	10% per 0.1% below SLA
Enterprise	99.99%	25% per 0.01% below SLA

Latency

Metric	Target
Pipeline p50	< 300ms
Pipeline p95	< 500ms
Pipeline p99	< 2,000ms
API response (non-pipeline)	< 100ms

Support

Tier	Response Time	Channels
Free	Best effort	Email
Growth	< 4 hours	Email, Slack
Enterprise	< 1 hour	Email, Slack, dedicated Slack channel, phone

Data Retention

Audit trail: 7 years (SOC2 / GDPR Art. 6(1)(c) legal obligation).
Payment records: 7 years.
API logs: 90 days.

Incident Response

Severity	Response	Resolution
Critical (service down)	15 min	4 hours
High (degraded)	1 hour	8 hours
Medium (partial)	4 hours	24 hours

Disaster Recovery

RTO: < 1 hour. RPO: < 5 minutes.
Database: PostgreSQL 16 with continuous WAL archiving.
Region: Frankfurt, EU (eu-central-1).
Backups: Automated daily, point-in-time recovery.

Data Sovereignty

All data stored and processed in Frankfurt, Germany (EU). No data leaves the EU unless explicitly requested by the customer for cross-region deployment.