Service Level Agreement
Version 1.0 · Last updated June 2026
1. Introduction and Scope
This Service Level Agreement ("SLA") describes the availability target and support response targets that Internetivo Ltd ("Internetivo", "we", "us", "our") aims to provide for the IVO work marketplace platform ("Platform").
This SLA is supplemental to, and forms part of, the Terms of Service. In the event of any conflict, the Terms of Service prevail, and in particular the limitation of liability in the Terms of Service governs and caps any and all remedies under this SLA.
This SLA applies only to paid accounts and eligible account tiers that are in good standing, as stated in your service description or order. It does not apply to free accounts, trial accounts, beta or preview features, or to instances or services operated by third parties. This SLA does not create any guarantee. The availability figure stated below is a target pursued on a commercially reasonable, best-efforts basis, and is not an absolute or warranted level of service.
2. Definitions
| Term | Meaning |
|---|---|
| Availability | The percentage of time in a calendar month during which the core Platform is materially reachable and able to process requests, measured by Internetivo's own monitoring |
| Downtime | A period during which the core Platform is materially unavailable for its intended purpose, excluding all Excluded Events |
| Scheduled Maintenance | Planned maintenance for which Internetivo provides advance notice where reasonably practicable |
| Emergency Maintenance | Unplanned maintenance required to protect security, integrity, or stability, which may be performed without advance notice |
| Excluded Events | The events listed in Section 5 that do not count as Downtime |
| Service Credit | The sole and exclusive remedy under this SLA, as defined in Section 7 |
| Node | A federated instance of the Platform operated by an independent node operator |
| Core Platform | The primary production web application and API operated directly by Internetivo, excluding optional, ancillary, beta, or third-party-operated components |
3. Availability Target
Internetivo targets a monthly Availability of 99.5% for the Core Platform, measured per calendar month and excluding all Excluded Events.
This figure is a target only. It is provided on a commercially reasonable, best-efforts basis and does not constitute a warranty, guarantee, or condition. The Platform is provided "as is" and "as available" as set out in the Terms of Service. Internetivo does not warrant that the Platform will be uninterrupted, timely, secure, or error-free.
4. Measurement
Availability is calculated using Internetivo's own monitoring systems and records, which are the authoritative source for any SLA determination. Availability is measured against the Core Platform only and does not include individual features, optional integrations, or third-party services.
Brief, intermittent, or transient interruptions that do not materially impair use of the Core Platform are not counted as Downtime.
5. Excluded Events
The following do not count as Downtime and are excluded from any Availability calculation or Service Credit claim. Internetivo bears no responsibility under this SLA for unavailability arising wholly or partly from:
- Scheduled Maintenance and Emergency Maintenance.
- Force majeure events and any cause beyond Internetivo's reasonable control, including natural disasters, war, civil unrest, governmental action, labour disputes, and large-scale internet or utility failures.
- Acts or omissions of third-party providers, including but not limited to our payment processor (Stripe, Inc.), our identity-verification provider, hosting and infrastructure providers, content delivery networks, DNS providers, and telecommunications carriers.
- Issues caused by the User, including misconfiguration, misuse, unsupported integrations, exceeding documented rate limits, or use contrary to documentation or the Terms of Service.
- Beta, preview, trial, experimental, or free features and services.
- Denial-of-service attacks, distributed denial-of-service attacks, intrusion attempts, malware, and other malicious activity directed at the Platform or its providers.
- Suspension or restriction of an account in accordance with the Terms of Service or the Acceptable Use Policy.
- Federated Nodes and any instance, environment, or service operated by an independent node operator or other third party (see Section 8).
- Problems with the User's own equipment, software, network, or internet connectivity.
6. Support Response Targets
Internetivo provides support through its ticketing system by opening a support ticket. The following are response targets only. They describe the time within which Internetivo aims to provide an initial human response, not a time to resolve, and they are not guarantees. Targets are measured during Internetivo's normal business hours unless otherwise stated.
| Severity | Description | Initial Response Target |
|---|---|---|
| Severity 1 - Critical | Core Platform materially unavailable for most users | Within 8 business hours |
| Severity 2 - High | Major function significantly impaired, no reasonable workaround | Within 1 business day |
| Severity 3 - Medium | Partial or non-critical function impaired, workaround available | Within 2 business days |
| Severity 4 - Low | Question, minor issue, or feature request | Within 5 business days |
Internetivo classifies severity at its reasonable discretion. Response targets do not apply to free or trial accounts, to beta features, or to issues arising from Excluded Events.
7. Service Credits - Sole and Exclusive Remedy
7.1 Remedy
If Internetivo fails to meet the monthly Availability target in Section 3 for an eligible paid account, the affected customer may claim a Service Credit. Service Credits are the sole and exclusive remedy for any failure to meet any target in this SLA. No other remedy is available under this SLA.
7.2 Credit Schedule
Service Credits are calculated as a percentage of the monthly Platform subscription or service fee paid by the customer for the affected month, on the following capped schedule:
| Measured Monthly Availability | Service Credit |
|---|---|
| 99.0% to below 99.5% | 5% of the monthly fee |
| 95.0% to below 99.0% | 10% of the monthly fee |
| Below 95.0% | 15% of the monthly fee |
7.3 Cap
The total Service Credits issued for any single calendar month shall not exceed 15% of the monthly fee paid for the affected service for that month. Service Credits do not accumulate beyond this monthly cap.
7.4 Form of Credit
Service Credits are issued only as a credit applied to the customer's Platform account against future fees. Service Credits have no cash value, are not refundable, are not exchangeable for cash, and are not transferable. There are no cash refunds under this SLA.
7.5 Claim Procedure and Window
To claim a Service Credit, the customer must submit a request by opening a support ticket within fifteen (15) days after the end of the calendar month in which the alleged failure occurred. The request must identify the affected account, the relevant month, and the periods of claimed Downtime. Claims submitted after this window are waived. Internetivo will review the claim against its own monitoring records, which are determinative.
7.6 Eligibility Conditions
No Service Credit is payable where the account is not in good standing, where fees are overdue, where the unavailability arises from an Excluded Event, or where the account is suspended or restricted under the Terms of Service or the Acceptable Use Policy.
8. Nodes and Third-Party-Operated Instances
Federated Nodes are operated by independent node operators and are not covered by this SLA. Internetivo does not control, and is not responsible for, the availability, performance, support, or conduct of any Node or its operator. Any service-level commitment relating to a Node is a matter between the User and that node operator. Internetivo is not liable for the acts or omissions of Nodes or other third parties.
9. Limitation of Liability
This SLA is subject in all respects to the limitation of liability set out in the Terms of Service. Service Credits are the maximum aggregate liability of Internetivo for any failure to meet any availability or support target. Nothing in this SLA increases or extends Internetivo's liability beyond the caps and exclusions in the Terms of Service.
10. Changes to This SLA
Internetivo may update this SLA from time to time. Material changes will be notified in accordance with the change-notice provisions of the Terms of Service, with at least 30 days' notice for material changes. Continued use of the Platform after the effective date constitutes acceptance of the updated SLA.
Experimental Features, Assumption of Risk, and Waiver
The Platform and its features are provided on an "as is" and "as available" basis and may include experimental, beta, preview, or in-development features that may be incomplete, may change or be withdrawn at any time, may not work as intended, and may produce errors. You use the Platform and any such feature at your own risk, and you are responsible for keeping your own backups of important data and files. Full detail is in the Experimental Features and Beta Disclaimer.
To the maximum extent permitted by applicable law, Internetivo gives no warranty of any kind and has no liability for, and you release Internetivo from and waive any claim arising from, software bugs or defects, errors, downtime or unavailability, loss of or damage to data or files, failed or delayed transactions, or any other technical issue, including any direct, indirect, or consequential loss. You agree to report any bug, defect, or issue, and any feedback, by opening a support ticket; doing so does not entitle you to any payment, credit, refund, or compensation.
To the maximum extent permitted by applicable law, you are not entitled to and waive any claim for reimbursement, compensation, refund of fees, damages, returns, or other monetary relief from Internetivo arising from these matters. This does not apply to your Credit balance, any Payouts owed to you, or amounts held in escrow for your tasks, which are handled under the Terms of Service and the Refund and Cancellation Policy. Nothing in this section excludes any liability that cannot be excluded under applicable law (including for death or personal injury caused by negligence, fraud, or gross negligence) or your mandatory rights as a consumer or data subject.
11. Contact
Internetivo Ltd Support: a support ticket Legal: a legal ticket Website: https://internetivo.com/legal
Related documents: Terms of Service, Acceptable Use Policy, Refund and Cancellation Policy.
This SLA is governed by the laws of the Republic of Cyprus and EU law where applicable.