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Service level agreement
The service commitments we make to customers on paid plans.
Availability
Traivr targets 99.9% monthly uptime for the platform and client API, excluding scheduled maintenance. Current and historical status is published at /status.
Service credits for missed availability targets are defined in each customer's master service agreement.
Support response times
| Severity | Definition | First response | Updates |
|---|---|---|---|
| Sev 1 — Critical | Platform unavailable, data integrity at risk, or a security incident | 1 hour, 24×7 | Every 2 hours until resolved |
| Sev 2 — Major | A core workflow (task delivery, review, exports, payouts) broken with no workaround | 4 business hours | Daily |
| Sev 3 — Minor | Degraded or inconvenient behavior with a workaround | 1 business day | On change |
| Sev 4 — Question | How-to questions and feature requests | 2 business days | On change |
Business hours are 09:00–18:00 East Africa Time, Monday to Friday. Issues are reported to support@traivr.com or through the in-product support desk; severity is assigned on first response and confirmed with the reporter.
Scheduled maintenance
Maintenance that risks interruption is scheduled outside peak hours and announced at least 72 hours in advance by email and on the status page. Most deployments are zero-downtime and are not announced.
Incident communication
Sev 1 and Sev 2 incidents are acknowledged on the status page while in progress. After any Sev 1 incident, affected customers receive a written post-incident review within 5 business days covering the timeline, root cause, customer impact, and the corrective actions we are taking. Security incidents involving customer data follow the notification timelines in the customer's data processing agreement.
Precedence
This page describes Traivr's standard commitments. Where a signed master service agreement or order form defines different terms, the signed agreement governs.
Last updated: August 26, 2026.