Service Level Agreement
Last updated: March 29, 2026
This Service Level Agreement ("SLA") is entered into by Clarevo AI, LLC, a Texas limited liability company ("Clarevo," "we," or "us"), located in The Woodlands, TX, and the entity or individual subscribing to the Clarevo platform ("Client" or "you"). This SLA forms part of your subscription agreement and defines Clarevo's service commitments regarding platform availability, content delivery, and support responsiveness.
1. Platform Availability
1.1 Uptime Commitment
Clarevo commits to maintaining 99.5% platform availability per calendar month, measured as the total minutes in the month minus unscheduled downtime, divided by total minutes in the month.
1.2 Scheduled Maintenance
Scheduled maintenance windows are Sundays from 2:00 AM to 6:00 AM Central Time. Clarevo shall provide at least forty-eight (48) hours' advance notice of scheduled maintenance via email and/or the Clarevo dashboard. Time during scheduled maintenance windows is excluded from uptime calculations.
1.3 Monitoring
Platform status is monitored continuously and reported via the Vercel status page. Clients subscribed to incident notifications will receive Slack alerts for service disruptions affecting the Clarevo platform.
2. Content Delivery
2.1 Monthly Content Volume
Clarevo shall deliver a minimum of thirty (30) LinkedIn posts per calendar month for each individual seat under the Client's subscription. Posts are delivered to the Client's content calendar within the Clarevo dashboard for review and approval prior to publishing.
2.2 Initial Content Calendar
Following the completion of the Client's voice intake process, Clarevo shall deliver the first content calendar within five (5) business days. The voice intake is considered complete when the Client has submitted all required intake materials and participated in any scheduled intake sessions.
2.3 Content Quality
All content is written to match the Client's approved voice profile. Content that does not meet the Client's voice profile standards may be revised at no additional cost upon written request within five (5) business days of delivery.
3. Support Response Times
Clarevo classifies support requests into three tiers with the following target response times:
| Priority | Description | Response Time |
|---|---|---|
| Critical | Platform outage, data loss, security incident, or publishing failure affecting live content | 4 hours |
| Standard | Feature malfunction, scheduling errors, dashboard issues, content revision requests | 24 hours |
| General | Account questions, billing inquiries, feature requests, general feedback | 48 hours |
Response times are measured during business hours (Monday through Friday, 9:00 AM to 6:00 PM Central Time), excluding U.S. federal holidays. Critical issues are monitored outside of business hours.
4. Service Credits
4.1 Eligibility
If Clarevo fails to meet the 99.5% monthly uptime commitment, the Client is eligible for service credits as described below. Service credits are the Client's sole and exclusive remedy for downtime.
4.2 Credit Calculation
For each 0.1% of uptime below the 99.5% target in a given calendar month, the Client shall receive a service credit equal to 5% of the monthly subscription fee for the affected seat(s). The maximum aggregate service credit in any calendar month shall not exceed 30% of the Client's monthly subscription fee for that month.
4.3 Requesting Credits
To receive service credits, the Client must submit a written request to support@clarevo.ai within thirty (30) days of the end of the month in which the downtime occurred. Credits will be applied to the Client's next billing cycle and are not redeemable for cash.
5. Exclusions
This SLA does not apply to, and Clarevo shall not be liable for, service disruptions caused by:
- Force majeure: Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond Clarevo's reasonable control
- Client-side issues: Client hardware, software, network connectivity, browser incompatibility, or Client misconfiguration
- Third-party API outages: Disruptions to LinkedIn's API, social media platform changes, or outages of third-party services not operated by Clarevo
- Scheduled maintenance: Downtime during announced maintenance windows as described in Section 1.2
- Abuse or misuse: Actions by the Client that violate the Terms of Service or place unreasonable load on the platform
- Beta or preview features: Any feature expressly designated as beta, preview, or experimental
6. Onboarding Period
This SLA does not apply during the first fourteen (14) calendar days following the Client's account activation ("Onboarding Period"). During the Onboarding Period, Clarevo will use commercially reasonable efforts to meet the service levels described herein but shall not be obligated to issue service credits for failures occurring during this period.
7. Modifications
Clarevo reserves the right to modify this SLA upon thirty (30) days' prior written notice to the Client. Continued use of the platform after such notice constitutes acceptance of the modified SLA. Material reductions in service levels shall entitle the Client to terminate without penalty upon written notice within thirty (30) days of the modification.
8. Governing Law
This SLA shall be governed by and construed in accordance with the laws of the State of Texas, without regard to conflict of law principles.
9. Contact
For SLA-related inquiries, service credit requests, or incident reports, contact us at support@clarevo.ai.
Effective Date: March 29, 2026