Service Level Agreement
Last updated: March 4, 2026
The following Service Level Agreement ("SLA") is incorporated into and forms part of the Celavii Terms of Service available at https://celavii.com/terms (the "Agreement") between Celavii, Inc. ("Celavii," "we," "us," or "our") and the Customer identified in the Agreement ("Customer," "you," or "your").
This SLA applies to the Services for Customers on Enterprise Plans only during the applicable Subscription Period. Customers on Free, Starter, and Pro Plans are not covered by this SLA and receive no uptime guarantees, Service Credits, or support response time commitments under this document.
All capitalized terms used but not defined in this SLA have the meanings set forth in the Agreement.
1. Definitions
a. "Actual Availability" means Scheduled Availability minus Unscheduled Downtime, expressed as a percentage of Scheduled Availability.
b. "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Unscheduled Downtime in such calendar month, divided by the total number of minutes in the calendar month. Monthly Uptime Percentage is calculated per Covered Service.
c. "Scheduled Availability" means the total time (in minutes) that the applicable Covered Service is generally intended to be accessible and available to permitted users during a calendar month.
d. "Scheduled Downtime" means periods of time that Celavii has communicated at least twenty-four (24) hours in advance, during which a Covered Service may be temporarily unavailable due to planned maintenance, upgrades, or other scheduled activities. Scheduled Downtime is not counted as Unscheduled Downtime for purposes of this SLA.
e. "Unscheduled Downtime" means the total time (in minutes) during which a Covered Service is not accessible or available to permitted users, excluding periods attributable to any SLA Exclusions described in Section 4.
f. "Covered Services" means the specific Celavii platform services listed in Section 3, at their General Availability (GA) release stage.
g. "Service Credit" means a credit issued to Customer's account as described in Section 5.
2. Uptime Commitment
a. Commitment Level
Celavii will use commercially reasonable efforts to provide Actual Availability for each Covered Service at the following levels during each calendar month of the Subscription Period:
| Plan | Uptime Commitment |
|---|---|
| Enterprise | 99.5% Monthly Uptime Percentage |
Enterprise Customers may negotiate a higher Uptime Commitment (up to 99.9%) through a separate Enterprise Order, subject to additional terms and pricing.
Note: Free, Starter, and Pro Plans do not include an Uptime Commitment. Services on these Plans are provided on a best-effort basis.
b. Measurement
Uptime is measured by Celavii using its internal monitoring systems. Celavii measures availability at five (5) minute intervals across all Covered Services. A Covered Service is considered unavailable during a five-minute interval if all attempts to access the service during that interval fail.
c. Release Maturity
This SLA applies only to Covered Services at their General Availability (GA) release stage. The following are excluded:
- Beta features or services in limited or preview release;
- Alpha features or services in early release; and
- Free Plan features or services, regardless of release stage.
3. Covered Services
The following Celavii platform services are individually covered by the Uptime Commitment:
a. Platform Application
Scope: Per-account
Description: The primary Celavii web application at celavii.com (or app.celavii.com), including dashboard, workspace management, campaign management, CRM, and settings.
Downtime Definition: Any period during which the Platform Application is not generally accessible for permitted users to log in, navigate, and perform core platform operations.
Exclusions (in addition to Section 4):
- Failures caused by Customer's browser, extensions, or client-side configurations;
- Degradation of non-critical UI elements that do not prevent core operations; and
- Latency increases that do not result in complete inaccessibility.
b. API
Scope: Per-account
Description: The Celavii REST API endpoints used by Customer for programmatic access to the Services.
Downtime Definition: Any period during which the API is not generally accessible for permitted users to make authenticated API requests and receive valid responses.
Exclusions (in addition to Section 4):
- Failures caused by Customer's API client, integration code, or network configuration;
- Requests that exceed documented rate limits;
- Requests using deprecated API versions after the published deprecation date; and
- Errors caused by malformed or invalid API requests.
c. Services Not Covered by This SLA
The following services are provided on a best-effort basis and are expressly excluded from the Uptime Commitment and Service Credit provisions of this SLA:
- Data Collection Services — Social Media Data collection depends on third-party data providers (including Apify) and Social Media Platform availability (including Instagram and TikTok), which are outside Celavii's control. Celavii will use commercially reasonable efforts to maintain data collection availability but makes no uptime guarantees for these services.
- AI Features — AI-powered features (including affinity scoring, lookalike analysis, predictive analytics, content clustering, and AI-assisted outreach) depend on third-party AI model providers and computational resources. Celavii will use commercially reasonable efforts to maintain AI feature availability but makes no uptime, accuracy, or quality guarantees for these services.
- Beta and Alpha Features — Any features or services not at General Availability (GA) release stage.
- Free, Starter, and Pro Plan Services — All services provided under Free, Starter, or Pro Plans.
4. SLA Exclusions
Celavii is not responsible for outages or service interruptions caused by factors outside of its reasonable control. The following categories of events are excluded from the Uptime Commitment and are not counted as Unscheduled Downtime:
a. Third-Party Infrastructure Providers
Issues attributable to external cloud infrastructure providers, including but not limited to:
- Supabase (database, authentication, storage);
- Vercel (application hosting, CDN);
- Cloudflare (DNS, DDoS protection); and
- AWS or other underlying cloud providers.
b. Third-Party Service Providers
Failures or downtime related to third-party service providers, including but not limited to:
- Stripe (payment processing);
- Apify (data collection);
- Social Media Platforms (Instagram, TikTok, and others);
- Email delivery providers; and
- Other external services integrated with or used by the Services.
c. Force Majeure
Events beyond Celavii's reasonable control, including but not limited to:
- Natural disasters, acts of God, epidemics, or pandemics;
- War, terrorism, riots, or civil unrest;
- Government actions, sanctions, or embargoes;
- Internet service provider (ISP) outages or network failures; and
- Power outages or utility failures.
d. Customer Actions or Inactions
Issues caused by Customer, including but not limited to:
- Misuse, misconfiguration, or unauthorized modification of the Services;
- Failure to follow Celavii's documentation, guidelines, or recommended practices;
- Exceeding documented usage limits, rate limits, or Credit allowances;
- Customer's equipment, software, network, or internet connectivity issues;
- Account suspension or termination in accordance with the Agreement; and
- Actions by Customer's Authorized Users that degrade service performance.
e. Scheduled Downtime
Planned maintenance windows communicated at least twenty-four (24) hours in advance via:
- Email notification to Customer's Account administrator;
- In-application notification; or
- Status page updates at https://status.celavii.com (when available).
Celavii will use commercially reasonable efforts to schedule maintenance during low-usage periods and to minimize the duration of Scheduled Downtime.
5. Service Credits
a. Eligibility
If the Monthly Uptime Percentage for any Covered Service falls below the applicable Uptime Commitment in any calendar month, Customer is eligible for a Service Credit upon request.
b. Credit Calculation
Service Credits are calculated as follows:
Service Credit = Total Monthly Fees for Affected Service × Credit Percentage
The Credit Percentage is determined from the following table:
| Monthly Uptime Percentage | Credit Percentage |
|---|---|
| 99.0% – < 99.5% | 5% |
| 95.0% – < 99.0% | 10% |
| 90.0% – < 95.0% | 15% |
| < 90.0% | 20% |
c. Requesting Service Credits
To request a Service Credit, Customer must send an email to support@celavii.com within fifteen (15) days of the end of the calendar month in which the Uptime Commitment was not met. The request must include:
(i) Customer's organization name and Account identifier;
(ii) The affected Covered Service(s);
(iii) The specific dates and times (in five-minute intervals, UTC) during which the Covered Service was unavailable; and
(iv) Supporting evidence, such as screenshots, error logs, or monitoring data, demonstrating the unavailability.
d. Validation
Celavii reserves the right to validate any Service Credit claim using its own internal monitoring systems. Celavii may deny claims that are:
- Unsupported by sufficient evidence;
- Inconsistent with Celavii's internal monitoring data;
- Related to SLA Exclusions described in Section 4; or
- Submitted after the fifteen (15) day request period.
e. Issuance and Limitations
If Celavii confirms that Customer is eligible for a Service Credit:
(i) Celavii will issue a credit to Customer's account within thirty (30) days of validation;
(ii) Service Credits are not refunds and cannot be exchanged for cash;
(iii) Service Credits may only be applied to future billing charges for the Services;
(iv) Service Credits expire twelve (12) months after issuance if not applied; and
(v) The total amount of Service Credits issued to Customer under this SLA shall not exceed ten percent (10%) of the total fees paid by Customer for the affected Covered Services during the preceding twelve (12) month period. Any Service Credits calculated in excess of this cap will be forfeited.
f. Sole and Exclusive Remedy
Except as set forth in Section 7, the Service Credits constitute Customer's sole and exclusive remedy, and Celavii's sole and exclusive liability, for any failure to meet the Uptime Commitment under this SLA.
6. Support Response Times
Celavii provides the following target response times for support requests, based on Customer's Plan and the severity of the issue:
a. Severity Levels
| Severity | Description | Examples |
|---|---|---|
| P1 — Critical | Complete service outage or condition making the Services unusable in production for all of Customer's users | Platform entirely inaccessible; data loss affecting all users; authentication system failure |
| P2 — High | Major functionality impacted; significant performance degradation affecting a substantial portion of users | Core feature (analytics, discovery, campaign tracking) unavailable; severe latency affecting workflows |
| P3 — Medium | Component not performing as expected or documented; workaround available | Individual feature malfunction; intermittent errors; non-blocking performance issues |
| P4 — Low | Minor issue, information request, or feature request | UI cosmetic issues; documentation questions; feature enhancement requests |
b. Response Time Targets
| Severity | Enterprise Plan |
|---|---|
| P1 — Critical | 2 business hours |
| P2 — High | 8 business hours |
| P3 — Medium | 1 business day |
| P4 — Low | 3 business days |
Enterprise Customers may negotiate enhanced support response times (including 24/7 P1 support) through a separate Enterprise Order, subject to additional terms and pricing.
Note: Customers on Free, Starter, and Pro Plans receive support on a reasonable-efforts basis without guaranteed response times.
Business hours are Monday through Friday, 9:00 AM to 6:00 PM Pacific Time, excluding US federal holidays, unless stated otherwise in an Enterprise Order.
Note: Response time targets represent the time for Celavii to acknowledge and begin investigating the issue, not the time to resolve the issue. Resolution times vary based on the complexity of the issue.
c. Support Channels
| Plan | Support Channels |
|---|---|
| Enterprise | Email (support@celavii.com), in-app support, dedicated Slack channel (if included in Order), phone support (if included in Order) |
Customers on Free, Starter, and Pro Plans may access support via email and in-app channels on a reasonable-efforts basis.
7. Chronic Failure
If the Monthly Uptime Percentage for any single Covered Service falls below the applicable Uptime Commitment for five (5) or more consecutive calendar months, Customer may, as its sole and exclusive remedy (in addition to any accrued Service Credits):
(i) Terminate the affected portion of the Services by providing written notice to Celavii within thirty (30) days of the end of the fifth consecutive month of failure; and
(ii) Receive a prorated refund of any prepaid fees for the terminated portion of the Services covering the remainder of the then-current Subscription Period.
This termination right is in addition to, and does not limit, Customer's other termination rights under the Agreement.
8. Status Page and Incident Communication
a. Status Page
Celavii will maintain a publicly accessible status page at https://status.celavii.com (when available) that displays:
- Current operational status of each Covered Service;
- Scheduled maintenance windows;
- Incident history and post-incident reports; and
- Historical uptime data.
b. Incident Communication
During an incident affecting a Covered Service, Celavii will:
(i) Post an initial incident notification within sixty (60) minutes of detection;
(ii) Provide status updates at least every sixty (60) minutes during an active incident;
(iii) Post a resolution notification when the incident is resolved; and
(iv) For P1 and P2 incidents, publish a post-incident report within ten (10) business days of resolution, including root cause analysis and preventive measures.
c. Maintenance Notifications
Celavii will provide at least twenty-four (24) hours advance notice of Scheduled Downtime. For Enterprise Customers, Celavii will provide at least forty-eight (48) hours advance notice, unless the maintenance is urgently required to address a security vulnerability or critical issue.
9. Customer Obligations
To benefit from this SLA, Customer must:
(a) Use the Services in compliance with the Agreement, the Documentation, and Celavii's recommended practices;
(b) Maintain a current, supported web browser (latest two major versions of Chrome, Firefox, Safari, or Edge);
(c) Promptly report any issues to Celavii through the designated support channels;
(d) Cooperate with Celavii in diagnosing and resolving issues, including providing requested information, logs, and access;
(e) Implement reasonable measures to maintain the security of Customer's account credentials and systems; and
(f) Not engage in activities that could degrade the performance of the Services for other customers.
10. Changes to This SLA
Celavii may update this SLA from time to time. Changes will be communicated as follows:
- Improvements (increases to Uptime Commitment or Service Credit percentages) take effect immediately upon publication;
- Material adverse changes (reductions to Uptime Commitment or Service Credit percentages) will be communicated at least thirty (30) days in advance and will take effect at the beginning of the next Renewal Subscription Period; and
- The "Last Modified" date at the top of this SLA will be updated to reflect any changes.
If a material adverse change is unacceptable to Customer, Customer may terminate the Agreement by providing written notice to Celavii within thirty (30) days of receiving notice of the change.
11. Contact
For SLA-related inquiries, Service Credit requests, and incident reports:
- Support: support@celavii.com
- Status page: https://status.celavii.com
- General legal: legal@celavii.com