Service Level Agreement
Last updated: March 18, 2026
This Sentio, LLC d/b/a Emvia Service Level Agreement “SLA” governs the use of the Services pursuant to the terms of the Emvia Terms of Service “TOS” or the Emvia Master Service Agreement “MSA” (references to either the “TOS” or “MSA” are considered the same) between Sentio, LLC d/b/a Emvia. (“Emvia”, “us”, or “we”) and any user of the Services (“you”, “your”, or “Customer”). The aim of the SLA is to provide you with uninterrupted access to the purchased Service 99% of the time. In the event that the Monthly Uptime of the Product or Emvia API is less than 99%, you will be eligible for a Service Credit. To the extent you have more than one Emvia account, this SLA applies to each Emvia account individually. Except as otherwise set forth in this SLA, this SLA is subject to the terms of the TOS and capitalized terms not otherwise defined will have the meaning specified in the TOS.
Emvia reserves the right to make reasonable modifications to this SLA at any time by emailing a new version of this document to you. Revisions are effective immediately.
1. Definitions
“Monthly Uptime Percentage” means total available minutes in the applicable month divided by total minutes in the applicable month, expressed as a percentage.
“Service Credit” means a dollar credit, equal to 1x your Usage Rates charges in the month in which the Unavailable Time occurred, that Emvia will credit back to an eligible Emvia account. No cash equivalent.
“Scheduled Maintenance” means any maintenance performed by Emvia or its partners.
“Unavailable Time” means any time when the Emvia Platform for the applicable Product is not available for use, as measured in continuous 5-minute increments measured from the time Service unavailability is reported to Emvia to the time that Services availability is restored. Unavailable Time does not include any unavailability resulting from any Excused Outages (as defined below).
2. Service Commitment
Emvia will make the Emvia Platform available 99% of the time each month. If Emvia’s Monthly Uptime Percentage is below 99% in a given calendar month, then you will be eligible to receive a Service Credit as described in Section 4 below. Availability of the Emvia Platform is measured by the third-party performance and monitoring services contracted by Emvia (the “Monitoring Service”). The Monitoring Service reports of availability are currently available at http://status.emvia.cx. Emvia may adjust the measure of availability by the Monitoring Service to account for any Excused Outages applicable to such period. Only Emvia’s measurements shall be used to calculate Service Credits.
3. Scheduled Maintenance
Scheduled maintenance will not normally result in service interruption. If scheduled maintenance requires service interruption, Emvia will aim to (i) provide Customer thirty (30) days’ prior written notice, (ii) work with Customer to minimize such interruptions and (iii) use commercially reasonable efforts to perform such maintenance between midnight and 6:00 AM local time for the data region being affected. In the case of emergency maintenance, Emvia will attempt to provide Customers with twenty-four (24) hours’ prior notice. Notice of Scheduled Maintenance will be provided to the Customer's designated point of contact by email. Customer agrees that it is Customer’s obligation to make sure Emvia has correct contact information for Scheduled Maintenance notification purposes.
4. Service Credit Request and Payment Procedures
To receive a Service Credit, you must first notify Emvia of an outage by opening a ticket at support@emvia.cx within 24 hours of the outage and then submit a request for Service Credits to Emvia as described in this Section 4. To be eligible to receive a Service Credit you must make the submission to Emvia Customer Support within fifteen (15) days from the time you become eligible to receive the applicable Service Credit and Emvia must verify that the outage was the result of Unavailable Time and not an Excused Outage. Such submission must include: (a) “SLA Service Credit Claim” as the subject; (b) the dates and times of Unavailable Time for which a Service Credit is being claimed; (c) any documentation relevant to the applicable outage, (d) the applicable ticket number.
Each Service Credit will be applied to future amounts payable by you in connection with the applicable Emvia product. Customer accounts in payment arrears, Customers not using the latest updated version of Emvia, or Customers who have failed to perform or are otherwise in default under the Agreement, are ineligible to receive Service Credits. No refunds or cash value will be given. Service Credits may not be transferred or applied to any other Emvia account.
5. Excused Outages
Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability of the Emvia Platform or any other Emvia Platform performance issues, that (a) are caused by factors outside of Emvia’s reasonable control, including, without limitation, any Force Majeure Event, telecommunications provider-related problems or issues, or Internet access or related problems occurring beyond the point in the network where Emvia maintains access and control over the Emvia Services; (b) result from any actions or inactions of you or any third party (other than Emvia’s agents and subcontractors); (c) result from any Customer application(s), equipment, software or other technology and/or third party equipment, software or other technology (except or equipment within Emvia’s direct control) or facilities including the Customer’s premise wiring; (d) power failures, service interruptions by Customer's broadband provider and/or Internet Service Provider, service interruptions by third party service providers and failings of the public internet, Customer's components or PSTN; (e) occurs during Scheduled Maintenance; (f) problems or issues related to limited or developer pre-release or ‘beta testing’ of a feature or product that is not otherwise generally available Emvia features or products, (g) interruptions from Customer’s use of Services in violation of the Acceptable Use Policy, (h) interruptions resulting from a disconnect for non-payment, (i) interruptions during any period when Customer has released Services to Emvia for maintenance or rearrangement purpose, or for the installation of an Emvia service order; and/or (j) interruptions during any period when Customer elects not to release the Services(s) for testing and/or repair and continues to use the Services on an impaired basis, (collectively, the “Excused Outages”).