Service Level Commitment & Availability (SLA)
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At ProvenTen, we understand that sales teams rely on access to verified references and proof points to keep deal cycles moving forward. We are committed to maintaining high platform availability, performance, and transparency.
This document outlines our standard operational commitments, platform target metrics, and support response levels across all ProvenTen plans.
1. Platform Uptime & Targets
ProvenTen infrastructure is hosted on enterprise-grade, Tier-4 EU cloud facilities (Frankfurt & Helsinki) with automated failover and continuous redundancy.
- Target Availability: We aim for 99.5% uptime during any given calendar month for the core ProvenTen web application and APIs.
- Public System Status: Real-time platform availability, active incidents, and historical uptime data are publicly published at status.proventen.com.
Exclusions from Uptime Calculations
Platform availability targets do not include downtime resulting from:
- Planned Maintenance: Scheduled system updates or infrastructure maintenance announced at least 24 hours in advance (typically performed during non-peak hours).
- Third-Party Providers: Outages, API degradation, or rate limits caused by upstream service providers, including CRM platforms (e.g., Salesforce, HubSpot, Dynamics 365) or customer internet service providers.
- Customer Infrastructure: Issues caused by client-side browser configurations, network security settings, or unapproved API usage.
- Force Majeure: Circumstances beyond our reasonable control, including natural disasters, acts of government, or widespread internet infrastructure disruptions.
2. Support Availability & Response Goals
Our team provides email and web-based support during regular business hours, Eastern European Time, Helsinki 09:00–17:00 (Monday through Friday, excluding public holidays in Finland).
We prioritize incoming inquiries based on operational impact:
| Priority | Definition | Initial Target Response Time |
|---|---|---|
| P1 - High | Core Service Unavailable: Platform or primary CRM sync down with no available workaround. | Within 4 business hours |
| P2 - Medium | Degraded Feature: Core platform accessible, but a key feature (e.g., AI Reference Matching or deck export) is impaired. | Within 8 business hours |
| P3 - Low | General Support: Non-critical bugs, administrative requests, billing questions, or product guidance. | Within 1–2 business days |
Note: Response times reflect initial acknowledgment and assessment by an engineer or specialist, not guaranteed resolution time.
3. Enterprise SLAs & Binding Commitments
Every ProvenTen plan includes the 99.5% monthly availability target and the support response goals in sections 1 and 2. Those are operational targets. They do not include a contractual Service Credit remedy.
For organizations that need a binding uptime guarantee and defined Service Credits:
- Contractual 99.5% SLA: Makes the standard 99.5% monthly target for the core web application and APIs a contractual commitment, with Service Credits if we miss it. Listed on the Pricing page under Enterprise Options.
- Mission-Critical 99.9% SLA: A higher contractual monthly uptime commitment, with 24/7 emergency incident escalation beyond standard Helsinki business-hours support. Also listed under Enterprise Options.
- Custom requirements: Agreements can still add dedicated account management, custom maintenance windows, and other escalated support schedules. Service Credits and the exact remedy are defined in the Order Form addendum.
Growth and Enterprise teams can add these options. To discuss custom SLA terms, contact sales@proventen.com.
4. Updates & Modifications
ProvenTen reserves the right to update this Service Level Commitment to reflect enhancements in our technology stack, infrastructure, or operational capabilities. Revisions will be published directly to this page with an updated "Last Updated" date.