Service Level Agreement
Last updated: May 2026
This page describes the support, incident-response, and availability commitments Covren makes to customers. Per-tier specifics are summarized below; Growth-tier customers receive contractual uptime commitments per their order form.
1. What this page covers
This is a public summary of how Covren handles support requests, classifies incidents, and operates availability. It complements but does not replace your Terms of Service, Privacy Policy, and Data Processing Agreement. For Growth-tier customers, the binding service level commitments are defined in your order form, which takes precedence over this public summary.
2. Support response targets
Response targets describe how quickly we will acknowledge a support request and begin work. Resolution times depend on the issue and are not guaranteed at the Starter tier.
| Tier | Channel | Response target |
|---|---|---|
| Starter | Email support | 1 business day (Mon–Fri, excluding US holidays) |
| Growth | Priority support with escalation paths | Per order form (typically same business day for P1, 1 business day for P2) |
All plans include access to documentation, the in-product help widget, and our Security page for compliance review.
3. Incident severity ladder
When an incident affects production service, we classify by severity using the following ladder. Severity drives our response and communication cadence, regardless of tier.
| Severity | Definition | Examples | Acknowledgment target |
|---|---|---|---|
| P1 — Critical | Service is unavailable or severely degraded for all customers; or a confirmed data breach. | Console down, AI pipeline failing globally, data breach. | Within 1 hour, 24/7 |
| P2 — High | Major feature impaired for all customers, or full service impaired for a subset. | GitHub webhook ingestion failing, drafts not generating, widget not loading. | Within 4 business hours |
| P3 — Standard | Minor bug or single-customer issue with workaround available. | UI rendering issue on a specific page, slow but functional behavior. | Within 1 business day |
For P1 incidents, we send proactive status updates to all account-owner email addresses at least every 4 hours until resolution. P2 updates are provided at least every 1 business day.
4. Availability target
Covren aims for 99.9% monthly uptime as a target. We operate without formal service credits at the Starter tier; this is consistent with industry norms for early-stage SaaS at this price point.
Growth-tier customers receive a contractual uptime commitment with service-credit provisions defined in their order form. For most Growth orders this includes credits scaled to monthly uptime measured against the target.
We report material outages via email to account-owner addresses on file. A public, real-time status page is on our roadmap; in the meantime, you can subscribe to incident notifications by emailing support@covren.com.
5. Planned maintenance
We perform planned maintenance during a low-traffic window: Tuesdays 02:00–04:00 UTC. We aim to keep maintenance non-disruptive (rolling deploys, no downtime) but reserve this window for cases that require service interruption. We will notify customers at least 48 hours in advance for any maintenance expected to interrupt service.
Planned maintenance windows are excluded from uptime calculations.
6. Exclusions
The following are excluded from availability calculations and support-response targets:
- Dependency outages. Outages of our sub-processors (Anthropic, Stripe, Railway, GitHub, SendGrid, PostHog) that materially affect our service. We will work to mitigate impact and communicate status, but downtime caused by a dependency is not counted against our uptime target.
- Customer-induced incidents. Configuration errors, misuse of the API, abuse of rate limits, exhaustion of plan-tier quotas, or use of the service contrary to the Terms of Service.
- Force majeure. Events beyond our reasonable control: natural disasters, war, government action, internet-backbone outages, large-scale DDoS attacks not directed specifically at our infrastructure.
- Beta and preview features. Features explicitly labeled "beta," "preview," or "experimental" do not carry SLA commitments.
7. Need a stronger SLA?
If you need contractual uptime commitments, service credits, or 24/7 priority support, the Growth plan includes per-customer SLA terms negotiated as part of your order form. Contact sales@covren.com to discuss requirements.
8. Contact
- Support requests: support@covren.com or via the in-product help widget.
- Security incidents: security@covren.com or see security.txt.
- Sales / Growth-tier SLA: sales@covren.com.
For an overview of how we operate the service, see our Security page.