Service Level Commitment & Availability (SLA)
Last Updated: August 14, 2026
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 (09:00 to 17:00 EET / EEST, 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
For organizations requiring contractual uptime guarantees, customized response times, or dedicated support arrangements:
- Enterprise Order Form Addendum: Formal, contractually binding SLAs with defined Service Credits for downtime are exclusively available under our Enterprise Plan.
- Custom Requirements: Enterprise agreements can incorporate dedicated account management, custom maintenance windows, and escalated support schedules tailored to your security and procurement policies.
To discuss custom SLA terms or enterprise support packages, please contact our team at 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.