Service level agreement

This Service Level Agreement (the “SLA”) is part of the Terms of Service and applies to all paid subscriptions to Cavaliq. Live status is published at cavaliq.com/status.

1. Uptime commitment

Cavaliq will use commercially reasonable efforts to make the platform available with a monthly uptime percentage of at least:

99.9% measured over each calendar month, excluding Excluded Downtime (defined below).

Monthly uptime percentage is calculated as:

(Total Minutes In Month − Excluded Minutes − Downtime) ÷ (Total Minutes In Month − Excluded Minutes) × 100

2. What counts as downtime

“Downtime” means a period of two or more consecutive minutes during which the production platform is materially unavailable to a Club’s authorised users in such a way that the core flows — sign-in, viewing the calendar, creating a booking, taking a payment via the connected processor — cannot be completed.

Downtime does not include:

Scheduled maintenance announced at least 24 hours in advance on the status page (Cavaliq aims to schedule maintenance outside GCC business hours);
Emergency maintenance to respond to a security threat;
Issues caused by something outside Cavaliq’s reasonable control: a third-party internet outage, an action by a regulator, an act of war or natural disaster, or a general internet attack;
Issues caused by a third-party service the Club has chosen to connect — for example, an outage at the Club’s payment processor or the Club’s own email server;
Issues caused by the Club or its users (e.g. misconfigured permissions, deleted data);
Issues affecting only a feature in beta or labelled as “preview” or “experimental.”

3. Service credits

If Cavaliq fails to meet the uptime commitment in a calendar month, the affected Club is eligible to claim a service credit, applied to a future invoice:

Monthly uptime ≥ 99.0% and < 99.9%: 10% credit of the monthly fee for the affected month.
Monthly uptime ≥ 95.0% and < 99.0%: 25% credit of the monthly fee for the affected month.
Monthly uptime < 95.0%: 50% credit of the monthly fee for the affected month.

Service credits are the Club’s sole and exclusive remedy for failure to meet the uptime commitment. To claim, email info@cavaliq.com within 30 days of the end of the affected month with the impacted dates and times. Credits are not paid out in cash, are not transferable, and cannot exceed 100% of the affected month’s fee.

4. Support response targets

Support is available via email at info@cavaliq.com and via the in-product help link. Response targets are best-effort and do not give rise to service credits.

Severity	Description	First response target
S1 — Critical	Production platform unavailable, payments failing for all riders, security incident.	Within 1 hour, 24×7.
S2 — High	A core feature is broken for most users; a workaround is not available.	Within 4 business hours.
S3 — Standard	A feature is partially broken or there is a usable workaround.	Within 1 business day.
S4 — Question	How-to question, feature request.	Within 2 business days.

Business hours are 9am–6pm GST, Sunday–Thursday, excluding UAE public holidays.

5. Changes

We may update this SLA. If a change reduces the uptime commitment or removes a service credit tier, we will notify Clubs at least 30 days in advance and the change will only take effect at the next renewal.