Scope of This Agreement

This SLA applies to paid recurring CORE services including managed compute hosting, managed database hosting, email hosting, and domain-dependent services (DNS resolution, email routing). It does not apply to: one-time project deliverables; third-party services accessed through CORE (such as Stripe, OpenProvider, or AWS); services in a free tier or trial period; or services explicitly excluded in your order.

Domain registrations, transfers, renewals, WHOIS/RDAP publication, registry processing, premium-name pricing, seller negotiations, escrow handling, and domain broker outcomes are not covered by uptime or service-credit commitments except where a written agreement expressly says otherwise.

This SLA is incorporated by reference into CORE's Terms of Service. In the event of a conflict, the Terms of Service govern.

Service Availability

CORE targets a monthly uptime of 99.9% for managed hosting and compute services, measured as the percentage of minutes in a calendar month during which the service is operational and accessible to the public internet.

Uptime tiers and associated service credits: 99.9%–100%: no credit due. 99.0%–99.89%: 5% credit of the monthly fee for the affected service. 98.0%–98.99%: 10% credit. 95.0%–97.99%: 15% credit. Below 95.0%: 25% credit.

Monthly uptime is calculated as: ((total minutes in month – downtime minutes) / total minutes in month) × 100. Downtime is defined as a period of more than five (5) consecutive minutes during which the service is completely inaccessible. Partial degradation or slow response is not counted as downtime unless the service is fully unavailable.

Support Response & Resolution Times

CORE provides support through the client portal, email, and live chat (when available). Support hours are Monday through Friday, 9 AM – 6 PM Eastern Time, excluding U.S. public holidays.

Critical (service completely down): initial response within 4 business hours; target resolution within 24 hours. High (major feature unavailable, significant user impact): response within 1 business day; target resolution within 48 hours. Medium (minor feature impacted, workaround available): response within 2 business days; target resolution within 5 business days. Low (general questions, cosmetic issues): response within 3 business days; target resolution varies.

Response times are measured from when a support ticket is opened in the client portal or when an email is received at a CORE support address during business hours. Tickets submitted outside business hours are measured from the start of the next business day.

Scheduled Maintenance

CORE performs scheduled maintenance to keep infrastructure secure and up-to-date. Scheduled maintenance windows are typically Sunday 12:00 AM – 4:00 AM Eastern Time. Clients will be notified via email and/or in-portal notification at least 48 hours before any maintenance expected to cause a service interruption exceeding 5 minutes.

Scheduled maintenance windows are excluded from uptime calculations for SLA credit purposes. Emergency security patches may be applied immediately without advance notice; these are also excluded from SLA credit calculations if the patch prevents an active security threat.

Incident Communication

When a service disruption is detected, CORE will post an update to the status page (accessible from your client portal). For incidents affecting multiple customers, email notifications are sent within 30 minutes of detection.

During an active incident, CORE will provide status updates at least every two (2) hours until the incident is resolved. A post-incident report will be published within five (5) business days of resolution for any incident exceeding one (1) hour of downtime.

Service Credits

To request a service credit for an SLA breach, submit a request through the client portal or email legal@coretv.agency within fifteen (15) calendar days of the incident. Include the affected service, the date(s) of downtime, and a description of the impact.

Approved credits are applied as a credit against your next invoice for the affected service. Credits are not redeemable for cash and may not exceed the total monthly fee paid for the affected service. Credits are the exclusive remedy for SLA breaches; they do not constitute a waiver of any breach or admission of liability beyond the credit amount.

Credits will not be issued if the outage was caused by: (a) factors outside CORE's reasonable control (see Section 7 below); (b) Client-side changes (code deployments, configuration changes, DNS changes made by Client); (c) third-party service outages (Stripe, OpenProvider, AWS, Supabase, Railway, etc.); or (d) Client's violation of the Acceptable Use Policy.

Exclusions & Exceptions

This SLA does not apply and no credits will be issued for downtime caused by: (a) force majeure events including natural disasters, wars, acts of terrorism, governmental actions, or widespread internet outages; (b) DNS propagation delays following domain or record changes; (c) DDoS attacks, regardless of CORE's mitigation efforts; (d) scheduled maintenance windows communicated in advance; (e) Client-requested changes that cause service interruption; (f) misconfiguration of Client-managed settings within the CORE platform; (g) suspension for unpaid invoices or AUP violations; (h) registry, registrar, OpenProvider, escrow, marketplace, current registrant, or third-party domain transfer delays.

Brokered domain acquisitions are best-effort professional services. CORE does not guarantee owner response times, seller acceptance, negotiated price, escrow timeline, registrar approval, registry approval, or successful transfer.

Third-Party AI & Voice Provider Downtime

CORE's services may incorporate or route requests to third-party artificial intelligence model and voice-generation application programming interfaces (APIs) operated by independent providers, including for example Anthropic, OpenAI, Google Gemini, ElevenLabs, and Retell AI. These providers operate their models and infrastructure entirely outside of CORE's control and outside of CORE's hosting environment.

The uptime commitment described in this SLA and the service credits described in Section 6 specifically EXCLUDE any latency spikes, rate-limiting, throttling, degradation, error responses, or downtime originating from these third-party AI model and voice-generation APIs. Such latency or downtime is NOT counted as CORE downtime, is NOT included in the monthly uptime calculation, and is NOT eligible for service credits, regardless of its duration or impact on Client's use of the service.

Where commercially reasonable and technically feasible, CORE will use commercially reasonable efforts to fail over to redundant or alternative providers to mitigate the effect of a third-party AI or voice provider disruption. CORE makes no guarantee that any such failover will be available, successful, or free of degradation, and the availability and performance of these third-party providers remains subject to their own terms of service and service levels, for which CORE bears no responsibility.

Measurement Methodology

CORE measures uptime using internal monitoring systems that perform HTTP health checks on hosted services from multiple geographic locations at one-minute intervals. A service is considered down if health checks from a majority of monitoring locations fail for five (5) consecutive minutes.

Clients may use independent third-party monitoring services to verify uptime. In the event of a dispute between CORE's measurement and a client's independent measurement, CORE's internal monitoring data shall be authoritative, subject to good-faith review of the client's evidence.

Changes to This SLA

CORE may revise this SLA from time to time. Changes that reduce service commitments or credit entitlements will be communicated at least thirty (30) days before taking effect, and will not apply to the current billing period for affected subscriptions. Changes that increase service commitments take effect immediately.

For questions about this SLA: legal@coretv.agency.

Third-Party Telephony & Email Provider Downtime & Deliverability

CORE provides telephony, SMS/MMS, and voice features through Twilio Inc. and provides email delivery through Twilio SendGrid and Amazon Web Services (Amazon SES). These providers, together with the underlying telecommunications carriers and mailbox providers, operate their networks and infrastructure entirely outside of CORE's control and outside of CORE's hosting environment.

The uptime commitment described in this SLA and any service credits EXCLUDE any latency, throttling, rate-limiting, filtering, degradation, error responses, or downtime originating from these third-party communications providers, telecommunications carriers, or mailbox providers. Such events are not counted as CORE downtime, are not included in the monthly uptime calculation, and are not eligible for service credits, regardless of duration or impact.

CORE does not control and is not responsible for carrier or mailbox-provider behavior, including the filtering, throttling, blocking, or rejection of calls, text messages, or emails; number or campaign registration or de-registration decisions; spam-folder placement; blocklisting; or any failure or delay in delivering a call, message, or email. CORE makes no guarantee that any particular call, SMS/MMS, voice interaction, or email will be connected, delivered, inboxed, or not marked as spam. Where commercially reasonable and technically feasible, CORE will use commercially reasonable efforts to mitigate provider disruptions (for example, by retrying or failing over to an alternative provider), but CORE makes no guarantee that any such mitigation will be available or successful, and the providers remain subject to their own terms and service levels for which CORE bears no responsibility.