Service
Level
Agreement

• arrow_forward"Uptime" means the percentage of time in a calendar month during which the Wardova recommendation API, widget delivery endpoint, and merchant dashboard are available and returning successful responses.
• arrow_forward"Downtime" means any period during which the covered services are unavailable or returning error rates above 5% of requests for a continuous period of 5 or more minutes.
• arrow_forward"Scheduled Maintenance" means planned downtime communicated to merchants at least 48 hours in advance via email. Scheduled maintenance does not count toward downtime calculations.
• arrow_forward"Monthly Uptime Percentage" means: ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100.
• arrow_forward"Service Credit" means a credit applied to future Wardova invoices, calculated as defined in Section 03.

Wardova commits to a monthly uptime of 99.9% for Enterprise plan merchants. The covered services are:

• check_circle/apps/wardova/recommend — AI recommendation API
• check_circle/apps/wardova/widget — storefront widget delivery
• check_circle/apps/wardova/track — analytics event ingestion
• check_circleMerchant admin dashboard (Shopify embedded app)

Uptime is measured using synthetic monitoring from at least two geographic regions. Historical uptime data is available on request.

If Wardova fails to meet the 99.9% uptime commitment in a given calendar month, eligible Enterprise merchants are entitled to service credits as follows:

Service credits are the sole and exclusive remedy for uptime failures. Credits do not accrue during force majeure events (Section 05) and are capped at 50% of the monthly fee for any single month.

To request an SLA credit, email support@cravidlabs.com with the subject line "SLA Credit Request — [month] — [your store domain]" and include:

• arrow_forwardThe calendar month for which you are claiming a credit
• arrow_forwardThe specific dates and times of downtime you observed
• arrow_forwardAny error messages, HTTP status codes, or logs you have

Credit requests must be submitted within 30 days of the end of the calendar month in which the downtime occurred. Wardova will review and respond within 5 business days.

Wardova will cross-reference your report against our internal monitoring data to validate the downtime period.

The following do not count as downtime for SLA purposes and do not accrue service credits:

• blockForce majeure events — including Shopify platform outages, Anthropic API unavailability, Gadget.dev infrastructure failures, Upstash outages, internet backbone disruptions, natural disasters, or government actions beyond Wardova's reasonable control.
• blockScheduled maintenance — announced at least 48 hours in advance via email to the merchant's registered address.
• blockMerchant-caused failures — including misconfiguration, use of the API in violation of the Terms of Service, or actions by the merchant's own infrastructure (e.g., storefront theme errors).
• blockFree trial and paused accounts — SLA credits do not apply during free trial periods or account pause states.
• blockBeta features — any features explicitly labelled as "beta" or "experimental" in the Wardova dashboard are excluded from SLA coverage.
• blockAI model rate limits — temporary degradation caused by Anthropic API rate limiting during peak periods, provided Wardova's Redis cache is serving recommendations during the degraded window.

Enterprise merchants receive priority support with the following target response times:

Support hours: Monday–Friday, 09:00–18:00 US Mountain Time. Critical issues outside business hours are monitored via on-call rotation.

This SLA is subject to and incorporated into the Wardova Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall prevail.

This SLA may be amended by Wardova upon 30 days' written notice to Enterprise merchants. Continued use of the Enterprise plan after the notice period constitutes acceptance of the amended SLA.