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 across all professional service workspaces.
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 Times
We maintain tier-based response metrics for enterprise business operations:
- Critical Incidents (Service Disruption): < 30 minutes (24/7 dedicated escalation).
- High Priority (Billing / E-Sign Delays): < 2 hours during standard business hours.
- General Inquiries: < 6 hours.