Service Level Agreement (SLA)

Last Updated: October 1, 2024

1. Uptime Commitment

Delivami guarantees a Monthly Uptime Percentage of at least 99.9% for our enterprise and studio customers. If we do not meet this SLA, you may be eligible to receive Service Credits.

2. Exclusions

The SLA does not apply to any performance or availability issues resulting from (i) factors outside of our reasonable control; (ii) resulting from your software or hardware or third party software or hardware; or (iii) resulting from planned maintenance.

3. Support Response Times

Priority support guarantees an initial response time of under 4 hours during business days for critical severity issues affecting production workflows.