Policy

Service Level Agreement (SLA)

Last Updated: April 8, 2026

This SLA describes Pivetra's availability commitments and support standards for the Hiver Ticket platform and forms part of the Terms of Service.

How to read this SLA

This page sets uptime targets, response times, exclusions, and service credit rules. Any custom enterprise commitments should still be handled in signed commercial agreements.

Section 1

Purpose

This SLA describes Pivetra's availability commitments and support standards for the Hiver Ticket platform. It forms part of the Terms of Service.

Section 2

Service Availability

Monthly uptime commitments:

Plan	Monthly Uptime Target	Max Monthly Downtime
Starter	99.0%	~7.2 hours
Professional	99.5%	~3.6 hours
Enterprise	99.9%	~43.8 minutes

Section 3

Exclusions

Uptime commitments do not apply to downtime caused by:

Scheduled maintenance (at least 48 hours' notice via support.pivetra.com).
Force majeure events (natural disasters, war, strikes, internet infrastructure failures).
Actions or omissions of the Customer or third parties outside Pivetra's reasonable control.
Use of Services in violation of the Terms of Service or AUP.

Section 4

Support Response Times

Severity	Description	First Response	Target Resolution
Critical (P1)	Platform completely unavailable	2 hours	8 hours
High (P2)	Major feature unavailable, no workaround	4 hours	24 hours
Medium (P3)	Feature degraded, workaround exists	1 business day	5 business days
Low (P4)	General enquiry or minor issue	2 business days	As agreed

Section 5

Service Credits

Credits must be requested within 30 days of the incident and are the sole remedy for SLA failures unless otherwise agreed in writing.

99.0%-99.49% actual uptime (for 99.5% plans): 10% service credit.
95.0%-98.99% actual uptime: 25% service credit.
Below 95.0% actual uptime: 50% service credit.

Section 6

Status & Communication

Real-time platform status and incident updates: support.pivetra.com

Terms linkage

This SLA forms part of the Terms of Service and should be aligned with your commercial plan and support expectations.

View Terms of Service