Service Level Agreement
This Service Level Agreement (“SLA”) governs the use of Services provided by the Invideo entity identified in the applicable Order Form (“Invideo”) to the customer identified in that Order Form (“Customer”).
It is incorporated by reference into the Master Services Agreement (“MSA”) and applies to all Services.
Capitalised terms used in this SLA but not defined here shall have the same meaning as ascribed to them in the MSA.
1. Availability Commitments
1.1 Uptime Guarantee. Invideo commits to the following monthly uptime levels for the core Services (excluding Scheduled Maintenance and Excused Downtime):
| Order Form Tier | Monthly Availability Commitment |
| Tier A (USD 0-$10,000/month) | 99.2% |
| Tier B (USD $10,000-$20,000/month) | 99.5% |
| Tier C (More than USD $20,000/month) | 99.7% |
1.2 Uptime Calculation. Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
Downtime is defined as the total accumulated time (in minutes) during a calendar month during which the core Services are unavailable or non-functional as measured by Invideo’s internal monitoring systems, excluding Excused Downtime.
2. Excused Downtime (Exclusions)
The following are excluded from Downtime calculations and SLA credits:
2.1 Scheduled Maintenance. Pre-announced maintenance windows (minimum 72 hours advance notice for Enterprise, 24 hours for others).
2.2 Force Majeure Events. As defined in the MSA.
2.3 Customer-Caused Incidents. Outages caused by Customer’s actions, misconfigurations, or violations of the AUP.
2.4 Third-Party Failures. Failures of third-party service providers, or third-party APIs not under Invideo’s control.
2.5 Beta/Trial/Freemium Services. Services designated as beta, trial, or freemium.
2.6 Factors Outside Invideo’s Control. Including DDoS attacks not attributable to Invideo’s negligence.
3. Support Services
3.1 Support Tiers.
| Feature | Enterprise / Dedicated |
| Eligible Plans | Enterprise |
| Support Channels | Email, Live Chat, Phone, Dedicated CSM |
| Support Hours | 24 x 7 for P1 & P2: business hours for P3-P4 |
| P1 Initial Response | 1 hour |
| P2 Initial Response | 4 hours |
| P3 Initial Response | 1 business day |
| P4 Initial Response | 2 business days |
| Dedicated CSM | Named Dedicated CSM |
| Quarterly Business Review | Yes – quarterly |
| Onboarding Assistance | Full onboarding program |
| Emergency Hotline | Yes (P1 only) |
| Max Open Tickets | Unlimited + priority queue |
Note: ‘Business hours’ means Monday through Friday, excluding public holidays in India and Singapore, between 9:00 AM and 6:00 PM IST, unless otherwise specified for the applicable tier.
4. Service Credits
4.1 Credit Schedule. If Invideo fails to meet the Uptime Commitment in any calendar month, Customer shall be eligible for service credits as set out below:
| Actual Availability Percentage Achieved | SLA Credit (% of Monthly Fee for Affected Measurement Period) |
| Below Commitment by up to 1% | 5% |
| Below Commitment by up to 1-5% | 10% |
| Below Commitment by more than 5% | 20% |
4.2 Credit Request Process.
4.2.1 Customer must submit a written credit request to support.enterprise@invideo.io within 15 days of the affected month.
4.2.2 Request must include the affected dates/times, description of impact, and approximate duration.
4.2.3 Invideo will review and respond within 15 business days.
4.2.4 Approved credits will be applied to the next invoice (not paid as cash refunds, unless the Agreement is being terminated).
4.2.5 Maximum credits per month shall not exceed 20% of the monthly fee for that month.
4.3 Sole Remedy. Service Credits constitute Customer’s sole and exclusive remedy for any failure by Invideo to meet the Uptime Commitment or any other SLA obligation, except as otherwise expressly provided in the MSA.
5. Scheduled Maintenance
5.1 Invideo does not maintain a standard maintenance window, however, Enterprise customers receive 72 hours advance notice for planned maintenance exceeding 30 minutes.
5.2 Emergency maintenance may occur without advance notice, notification will be provided as soon as practicable.
5.3 Invideo will use commercially reasonable efforts to minimize maintenance windows and associated disruption.
6. SLA Review
This SLA will be reviewed annually and may be updated by Invideo with 30 days’ written notice. Material reductions in service levels will entitle Customers to terminate per the MSA. SLA inquiries and credit requests: support.enterprise@invideo.io. Credits are the exclusive remedy for SLA failures except as otherwise stated in the MSA.