Service Level Agreement

1. Service Availability

Cention commits to the following uptime guarantees:

• Starter Plan: 99.5% monthly uptime
• Pro Plan: 99.9% monthly uptime
• Enterprise: 99.99% monthly uptime (custom SLA)

2. Uptime Calculation

Monthly uptime percentage is calculated as:

(Total Minutes - Downtime Minutes) / Total Minutes x 100

Downtime is measured from when the issue is detected or reported until service is restored.

3. Exclusions

The following are excluded from uptime calculations:

• Scheduled maintenance (announced 48 hours in advance)
• Emergency maintenance for security issues
• Issues caused by factors outside our control (force majeure)
• Issues caused by Customer's equipment or third-party services
• Features in beta or preview status

4. Service Credits

If we fail to meet the uptime commitment, eligible customers may receive service credits:

Monthly Uptime	Service Credit
99.0% - 99.9%	10% of monthly fee
95.0% - 99.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

5. Credit Request Process

To request a service credit:

1. Submit a request to support@cention.io within 30 days of the incident
2. Include dates and times of unavailability
3. We will verify the claim and apply credits to your next billing cycle

6. Support Response Times

Severity	Starter	Pro	Enterprise
Critical (Service down)	4 hours	1 hour	15 minutes
High (Major impact)	8 hours	4 hours	1 hour
Medium (Partial impact)	24 hours	8 hours	4 hours
Low (Minor issue)	48 hours	24 hours	8 hours

7. Scheduled Maintenance

Planned maintenance windows:

• Standard maintenance: Saturdays 02:00-06:00 UTC
• Advance notice: Minimum 48 hours
• Expected duration provided in notification

8. Status Page

Real-time service status and incident updates are available at status.cention.io