Service Level Agreement

1. When this applies

This agreement applies only where it is referred to in a signed order form or written agreement between you and Aventura Virtual Solutions Inc. It is published here so you can read it before signing, not because it attaches to every account.

Our self-serve plans are governed by the Terms of Service, which say plainly that the Service carries no uptime commitment without an agreement like this one. We would rather publish that distinction than let a page imply a promise nobody made.

2. The commitment

We commit to 99.5% Monthly Availability. If we fall below it in a calendar month, you are entitled to a service credit under section 6.

99.5% allows roughly three and a half hours in a thirty-day month. We have set it where we can meet it rather than where it reads best, and we would rather raise it later from a record of having met it than publish a number we are already arguing about. If your procurement process requires a higher figure, tell us — that is a conversation, not a form.

3. Definitions

• Interval — a 5-minute period, aligned to the clock. A calendar month is divided into these, and every figure in this agreement is a count of them.
• Available — during an Interval, our monitoring received a valid response from the Service reporting that no component was down.
• Unavailable — an Interval that was not Available, including one for which we hold no measurement at all. See section 4.
• Monthly Availability — Available Intervals divided by all Intervals in the month other than Excluded ones, expressed as a percentage.
• Excluded Interval — an Interval falling inside a maintenance window announced at least 48 hours before it began, or covered by section 5. Excluded Intervals are removed from both sides of the calculation.

4. How we measure

Every 5 minutes, a probe running on separate infrastructure from the Service requests a health endpoint over the public internet — the same path your browser takes: DNS, our edge, the route, the application, and every dependency behind it. The response is recorded, and the record is what a credit is calculated from.

The separation is the point. We previously measured availability from inside the application itself, which meant the one failure that matters most to you — the site does not answer — could not produce a measurement at all, and a month containing it would have read as clean. A number produced that way is not one you should accept from any vendor.

Three consequences worth stating, because each of them can only count against us:

• An Interval we failed to measure is Unavailable. Monitoring tends to fail in the same breath as the thing it monitors, so treating a gap as an unknown would quietly excuse the outages most worth excusing. The cost of our monitoring breaking is ours.
• An Interval containing any failed check is Unavailable, even if a later check in the same 5 minutes succeeded.
• Measurement resolution is 5 minutes. An outage shorter than one Interval may fall between probes and go unrecorded. We are telling you this rather than letting you discover it.

A response that is slow but correct counts as Available. This agreement covers whether the Service answered, not how quickly — conflating the two would mean paying credits for a slow minute in which you got your data.

The honest limit. Both the Service and the probe that measures it run on Cloudflare. A failure of that platform itself would take the observer down with the observed. No self-hosted measurement is fully independent of the thing it measures; if you need one that is, monitor us yourself and we will honour your record where it conflicts with ours and you can show your method.

5. Exclusions

Intervals are Excluded where unavailability is caused by:

• Maintenance announced at least 48 hours in advance, for the announced duration. A window announced late, or announced after the fact, excludes nothing — the date we published it is recorded and is not editable afterwards.
• Emergency maintenance to address a security vulnerability, for no more than four hours in any month.
• Your own acts or omissions: misuse, exceeding the limits of your plan, an integration you control, or credentials shared beyond your workspace.
• Failures of the public internet, your own network, or your access provider — that is, faults between you and our edge rather than behind it.
• Suspension or termination of your account under the Terms of Service or the Acceptable Use Policy.
• Force majeure: events genuinely outside our reasonable control.

Failures of our own infrastructure providers are not excluded. We chose them, and passing that choice's consequences to you would empty this agreement of most of its content. Who they are is published on Subprocessors.

6. Service credits

If Monthly Availability falls below 99.5%, you may claim a credit against the fees for the affected workspace for that month:

Monthly Availability	Credit
Below 99.5% but at or above 99%	10% of that month's fee
Below 99% but at or above 95%	25% of that month's fee
Below 95%	50% of that month's fee

Credits are applied against future invoices and are not paid in cash. Total credits for any one month cannot exceed 50% of that month's fee for the affected workspace.

7. Claiming a credit

Email support@closerev.com within 30 days of the end of the affected month, with your workspace name and the dates you were affected. You do not need to prove the outage — we hold the measurement, and we will apply it. The deadline exists so that a month can eventually be closed, not as an obstacle.

We will respond within ten business days with the measured availability for that month and the credit, if any. If our figure and your experience disagree, tell us what you observed and how; where you can show a method, we will work from your record.

8. Sole remedy

Service credits are your sole and exclusive remedy for any failure to meet the availability commitment in this agreement. This does not limit any right you have to terminate for material breach, or any liability that cannot be limited by law. The Terms of Service govern everything else.

9. Support response

Availability and support are different promises, so they are stated separately. For customers covered by this agreement, from support@closerev.com, during Canadian business hours:

Severity	First response
The Service is unavailable or your data is at risk	4 business hours
A core function is broken with no workaround	1 business day
Anything else	2 business days

These are times to a human reply from someone who can act, not to an automated acknowledgement. They are not resolution times: we will not commit to a fix deadline for a fault we have not yet seen. Security reports have their own timelines on the Security page.

10. What this does not cover

• The accuracy of attribution. Availability is about whether the Service answers. Whether a given sale matched a given call is governed by the Terms of Service, and unmatched revenue is reported as "Direct / Unknown" rather than assigned to a channel.
• Features you have not bought, and beta functionality identified as such.
• Third-party services you connect the Service to.

11. Changes

We may update this agreement, but a change does not affect a term you have already paid for unless it improves your position. Where this agreement is incorporated into a signed order form, the version in force when you signed applies for that term.

12. The current measurement

Taken from the same records a credit would be calculated from. Live component status and the ninety-day incident history are on the status page.

Measurement began on 6 September 2026. A figure is published once a month holds at least a day of Intervals — a percentage drawn from a handful of samples tells you when we switched the probe on and nothing else.

13. Contact

Aventura Virtual Solutions Inc., Canada, operating CloseRev. Credits and support: support@closerev.com. Contracts and procurement: sales@closerev.com.