Platform Availability
Riovis commits to the following monthly uptime targets for the core platform. Uptime is measured as the percentage of total minutes in a calendar month during which the platform is available and operational.
| Plan | Uptime Target | Service Credit |
|---|---|---|
| Solo / Team | 99.5% | N/A |
| Growth | 99.9% | 10% of monthly fee |
| Enterprise | 99.95% | Per contract terms |
Business Continuity and Disaster Recovery
Riovis publishes the recovery objectives its infrastructure is built to meet. Recovery Time Objective (RTO) is the time from incident declaration to service restored. Recovery Point Objective (RPO) is the largest window of committed data that can be lost.
| Scenario | RTO | RPO |
|---|---|---|
| Application rollback | 15 minutes | 0 (no loss) |
| Zone failure | 5 minutes | 0 (no loss) |
| Point-in-time data recovery | 4 hours | 5 minutes |
| Regional disaster | 8 hours | 24 hours |
These objectives are backed by data replicated across multiple availability zones with automatic failover, encrypted daily backups with a 7-day point-in-time recovery window, and versioned file storage retaining prior versions for 30 days. The disaster recovery plan is tested annually against these objectives, and live platform status is published at status.riovis.com.
Exclusions
The following are not counted against uptime calculations: - Scheduled maintenance windows (announced at least 72 hours in advance via email and status page) - Force majeure events including natural disasters, government actions, or widespread internet outages - Issues caused by customer-side infrastructure, network, or browser - Third-party service provider outages (e.g., OAuth providers, payment processors) - Performance degradation caused by customer actions that exceed documented rate limits or resource allocations
Service Credit Process
To request a service credit: 1. Submit a request to support@tophare.com within 30 days of the incident 2. Include the dates and times of the outage and a description of the impact 3. Our team will verify the claim against our monitoring data 4. Approved credits are applied to the next billing cycle Service credits are the sole and exclusive remedy for any failure to meet the uptime commitments described in this SLA. Credits may not exceed 100% of the monthly fee for the affected month.
Monitoring and Status
Platform status is published at status.riovis.com. We monitor all critical services continuously and post updates during any incident that affects platform availability.
Support Response Times
Severity 1 (platform down): Response within 1 hour, updates every 30 minutes Severity 2 (major feature degraded): Response within 4 hours, updates every 2 hours Severity 3 (minor issue): Response within 1 business day Severity 4 (question or enhancement): Response within 2 business days Enterprise customers receive dedicated support channels and custom response time commitments as defined in their contract.
Changes to This SLA
We may update this SLA from time to time. Changes that reduce service commitments will be communicated at least 60 days before taking effect. We will never retroactively reduce uptime commitments for an active billing period.