Service Level Agreement & Data Export Guarantee

Effective: March 23, 2026Updated: March 23, 2026

This document describes the service level commitments and data export guarantees provided by CT Software, LLC (dba Arcova / Arcova OS) to all customers on paid plans. These commitments apply to the Arcova OS platform accessible at your designated tenant URL.

1. Platform Availability

1.1 Uptime Target

Arcova commits to 99.5% monthly uptime for the core platform, measured as the percentage of total minutes in a calendar month during which the platform is available and responsive to authenticated requests.

How we measure uptime

Calculated monthly as: (total minutes - downtime minutes) / total minutes × 100
Scheduled maintenance windows are excluded from downtime calculations
Force majeure events (natural disasters, widespread internet outages, acts of government) are excluded
Downtime caused by third-party services outside our control (e.g., payment processor outages) is excluded

1.2 Monitoring

We operate 24/7 automated monitoring with health check endpoints that verify application availability, database connectivity, queue processing, and cache responsiveness. Our public status page at arcovaos.com/status provides real-time platform status and historical uptime data.

2. Scheduled Maintenance

We perform regular maintenance to keep the platform secure, up to date, and performant. Scheduled maintenance is handled as follows:

Advance notice: At least 48 hours before any scheduled maintenance window
Timing: Performed during low-usage windows, typically between 2:00 AM and 6:00 AM ET on weekdays, or on weekends
Notification: Communicated via in-app banner, email to account administrators, and status page update
Zero-downtime deployments: Most application updates are deployed with no downtime. Maintenance windows are reserved for infrastructure-level changes that require brief service interruption

3. Unscheduled Downtime

In the event of unscheduled downtime or service degradation:

Acknowledgment: Best-effort notification within 30 minutes of detection, posted to our status page
Updates: Status page updates at least every 30 minutes during active incidents
Resolution: We prioritize restoring service above all other work during an active incident
Post-incident: A written summary will be made available upon request for any incident lasting more than 30 minutes

4. Service Credits

If we fall below the 99.5% monthly uptime target, affected customers on paid plans are eligible for service credits applied to future invoices.

Monthly Uptime	Service Credit
99.0% – 99.4%	5% of monthly fees
98.0% – 98.9%	10% of monthly fees
97.0% – 97.9%	15% of monthly fees
96.0% – 96.9%	20% of monthly fees
Below 96.0%	30% of monthly fees (maximum credit)

Credit terms

Credits are calculated as 5% for each 0.1% below the 99.5% target, up to a maximum of 30%
Credits must be requested within 30 days of the affected month
Credits are applied to future invoices and are not redeemable for cash
To request a credit, contact [email protected] with the affected month and your account details

5. Data Export Guarantee

Your data belongs to you. Arcova provides self-service data export at any time, with no fees and no restrictions. We believe data portability is a fundamental right, not a premium feature.

6. Export Availability & Formats

6.1 Available Formats

Format	Best For	Available For
CSV	Spreadsheets, data migration, bulk analysis	All record types
JSON	System-to-system migration, programmatic access	All record types
PDF	Human-readable reports, compliance records, invoices	Reports, invoices, compliance documents

6.2 Export Scope

You can export all data stored within your Arcova account, including:

Employee records: profiles, certifications, training history, employment history
Scheduling data: shifts, rosters, attendance records, time-off requests
Billing and invoices: all invoices, payment history, billing configuration
Compliance records: certifications, license tracking, renewal history
Client data: contracts, sites, posts, contact information
Operational records: incident reports, patrol logs, daily activity reports
Audit logs: complete history of actions taken within the platform

7. No Lock-In

Our commitment

Export is self-service — no support ticket needed, no approval process
No fees to export your data, ever
No throttling or artificial delays on export requests
Structured exports designed for straightforward migration to other systems

We earn your business every month by building a better product, not by making it hard to leave. If you decide Arcova is not the right fit, you should be able to take your data and move on without friction.

8. Data Retention After Cancellation

If you cancel your Arcova subscription:

90-day retrieval window: Your data remains accessible in read-only mode for 90 days after cancellation. During this period you can log in, view your data, and run exports.
Permanent deletion: After the 90-day window, all account data is permanently and irreversibly deleted from our systems, including backups. We will send reminder emails at 60 days, 30 days, and 7 days before deletion.
Early deletion: You may request immediate data deletion at any time during the 90-day window by contacting [email protected].

9. SLA Scope & Exclusions

This SLA applies to the core Arcova OS platform. The following are excluded from uptime calculations:

Scheduled maintenance windows announced in accordance with Section 2
Force majeure events including natural disasters, acts of war, and widespread infrastructure failures
Outages caused by third-party services (e.g., Stripe payment processing, email delivery providers) that are outside our direct control
Issues caused by customer-side factors such as browser incompatibility, network connectivity, or misuse
Beta or preview features explicitly labeled as not covered by the SLA

10. Changes to This Agreement

We may update this SLA from time to time. If we make changes that reduce our commitments, we will notify customers at least 30 days in advance via email to account administrators. Changes that increase our commitments take effect immediately. The "Updated" date at the top of this document indicates when it was most recently revised.

11. Contact

For questions about this SLA, service credits, or data export:

CT Software, LLC (dba Arcova / Arcova OS)

Support: [email protected]

Privacy: [email protected]

Legal: [email protected]

Custom Infrastructure

If your organization requires dedicated infrastructure, custom uptime guarantees, or specific data residency requirements, we can work with you to accommodate those needs for an additional fee.