ENTERPRISE AVAILABILITY & UPTIME
Service Level Agreement (SLA)
Effective Date: January 1, 2026 • Guaranteed Monthly Availability Commitment
GUARANTEED PRODUCTION COMMITMENT
99.95%
Cora guarantees at least 99.95% monthly uptime for core workspace services including E-Sign Vaults, CRM Pipelines, and Invoicing Engines.
1. Monthly Uptime & Service Credit Schedule
If Cora fails to meet the guaranteed 99.95% monthly uptime commitment, customers on paid plans are eligible for automatic service credits:
| Monthly Uptime Percentage | Service Credit (% of Monthly Bill) |
|---|---|
| 99.0% – 99.94% | 10% Credit |
| 95.0% – 98.99% | 25% Credit |
| < 95.0% | 50% Credit |
2. Support Response Time Tiers
Our operations engineering desk responds to incidents based on severity priority:
Critical (P1)
< 1 Hour Response
Platform outage or contract execution blockage.
High (P2)
< 4 Hours Response
Impaired functionality with temporary workaround.
Normal (P3)
< 24 Hours Response
General inquiries and account assistance.
3. Scheduled Maintenance Windows
Routine infrastructure updates and database patches occur during low-traffic windows (typically Sundays between 02:00 – 04:00 AM IST) and are announced at least 48 hours in advance via our status feed.