Service Level Agreement

Enterprise SLA: Financially backed uptime commitments, custom support terms, and service credits are available on Enterprise agreements. Contact our sales team for details.

Overview

This Service Level Agreement ("SLA") governs the use of Samva's Email Communication Platform services under the Samva Terms of Service between Arya Labs, Inc. ("Arya Labs," "us," "we") and users of Samva services ("you").

This SLA applies separately to each account using Samva Services. Unless otherwise provided herein, this SLA is subject to the Terms of Service and capitalized terms will have the meaning specified in the Terms of Service.

This document states the commitments we make to every account today. Numeric uptime, latency, and throughput guarantees are offered on Enterprise agreements, where they are backed by monitoring and credits defined in that agreement.

Service Availability

Availability Commitment

We operate the API, dashboard, and message processing for continuous availability, and we treat any service-affecting incident as our highest-priority work until it is resolved. When an incident affects your account, we communicate what happened and what we changed (see Incident Communication below).

Scheduled Maintenance

Scheduled maintenance windows are excluded from availability commitments:

• Maintenance windows: Sundays 2:00 AM - 6:00 AM IST
• Advance notice: Minimum 48 hours via email and dashboard
• Emergency maintenance: 2 hours notice when possible
• Maximum scheduled downtime: 4 hours per month

Exclusions

The following are excluded from availability commitments:

• Scheduled maintenance windows
• Force majeure events
• Issues with upstream email delivery providers or recipient mail operators
• Customer-side issues (network, configuration, etc.)
• API rate limit enforcement
• Daily quotas, new-account ramps, payment restrictions, or customer-configured limits
• Automated bounce-, complaint-, reputation-, or abuse-prevention pauses
• Provider suppression, policy enforcement, filtering, deferral, or rejection
• Suspension due to Terms of Service violations

Performance

API Responsiveness

The API is built for low-latency sends: a message send call returns as soon as the message is accepted and queued, and status queries read from indexed delivery state. Numeric latency targets (P95/P99) are defined per Enterprise agreement.

Message Delivery

Accepted email messages are handed off to the delivery network promptly, typically within seconds. Final delivery time depends on recipient mail operators and factors outside our control, so we expose per-message delivery events and timeline telemetry rather than promising an end-to-end delivery time.

Support

Severity Levels

• Critical (P1): Complete service outage or data loss risk
• High (P2): Significant functionality degraded, no workaround
• Medium (P3): Functionality impaired, workaround available
• Low (P4): Minor issues, questions, or enhancement requests

Response Commitments

Support is prioritized by severity. Critical issues are worked continuously until service is restored, and higher plans are prioritized within each severity level. Your report lands with the engineers who operate the platform, not a ticket queue. Guaranteed response times per severity are defined on Enterprise agreements.

Service Credits

Service credits for missed availability commitments are part of Enterprise agreements, where the committed levels, measurement, and credit schedule are defined together. Self-serve plans do not carry a financially backed credit schedule today; if an incident on our side affects your account, contact support and we will make it right.

Incident Communication

For service-affecting incidents we notify affected accounts by email and in the dashboard, including what happened, the impact window, and what we changed. Delivery events for your own messages remain visible throughout in the dashboard and through signed webhooks.

Enterprise customers receive custom reporting and dedicated account reviews.