This Service Level Agreement ("SLA") is incorporated into and forms part of the agreement between Previa Inc. ("Previa") and the subscribing entity ("Customer") for the Previa prediction market intelligence platform (the "Services").
This SLA applies to customers on the Pro and Premium subscription plans. Free plan users are not covered by this SLA.
1. Service Availability
1.1 Uptime Commitment
Previa commits to a monthly uptime percentage of 99.9% for the core Platform services, calculated as follows:
Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
1.2 Definition of Downtime
"Downtime" means any period during which the Platform's core functionality (market data display, AI insights, alert delivery, and portfolio tracking) is materially unavailable to Customer, as measured by Previa's internal monitoring systems. Downtime does not include:
- Scheduled maintenance windows (communicated at least 48 hours in advance)
- Force majeure events beyond Previa's reasonable control
- Failures of third-party prediction market platform APIs (Kalshi, Polymarket)
- Issues caused by Customer's equipment, network, or third-party software
- Service degradation caused by Customer exceeding usage limits
2. Service Credits
2.1 Credit Calculation
If Previa fails to meet the monthly uptime commitment, Customer is eligible for service credits as follows:
- 99.0% to 99.9%: 10% of monthly subscription fee credited
- 95.0% to 99.0%: 25% of monthly subscription fee credited
- Below 95.0%: 50% of monthly subscription fee credited
2.2 Credit Request
To receive a service credit, Customer must submit a request to support@previa.app within thirty (30) days of the end of the affected month. The request must include dates and times of observed downtime. Previa will verify the claim against its monitoring data and issue credits within the next billing cycle if the claim is valid.
2.3 Maximum Credits
Service credits in any given month shall not exceed 50% of that month's subscription fee. Service credits are the sole and exclusive remedy for failure to meet the uptime commitment.
3. Support Response Times
3.1 Support Channels
Previa provides support via email at support@previa.app. Premium plan customers receive access to priority support with faster response times.
3.2 Severity Levels and Response Times
- Critical (Platform fully unavailable): Pro: 4 business hours / Premium: 1 business hour
- High (Core feature materially degraded): Pro: 8 business hours / Premium: 4 business hours
- Medium (Non-critical feature issue): Pro: 2 business days / Premium: 1 business day
- Low (General inquiry or feature request): Pro: 5 business days / Premium: 2 business days
3.3 Business Hours
Business hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding U.S. federal holidays. Critical severity issues for Premium customers receive 24/7 monitoring and response.
4. Data Processing SLA
4.1 Market Data Freshness
Previa targets market price updates within 60 seconds of data availability from source platforms. This target is subject to the availability and response times of third-party platform APIs.
4.2 AI Insight Generation
New AI insights and confidence score updates are targeted for generation within 15 minutes of relevant data changes (new market data, mapped news articles). This is a best-effort target, not a guaranteed commitment.
4.3 Alert Delivery
Triggered alerts are targeted for delivery within 2 minutes of the triggering event. Push notification and email delivery are subject to the performance of third-party delivery services.
5. Maintenance
5.1 Scheduled Maintenance
Previa will perform scheduled maintenance during low-traffic windows (typically 2:00 AM to 6:00 AM Eastern Time, Sundays). Customers will receive at least 48 hours' advance notice of scheduled maintenance via email or in-app notification.
5.2 Emergency Maintenance
Emergency maintenance to address critical security vulnerabilities or service-threatening issues may be performed at any time with best-effort advance notice.
6. Exclusions
This SLA does not apply to:
- Beta features, preview features, or free-tier services
- Third-party integrations or linked platform account functionality
- Service disruptions caused by factors outside Previa's control
- Customizations or configurations made by Customer outside of documented capabilities
7. SLA Modifications
Previa may modify this SLA with at least thirty (30) days' notice. Material adverse changes will not apply to the current subscription term without Customer's consent.
8. Contact
For SLA-related inquiries, contact:
Previa Inc. Support: support@previa.app Legal: legal@previa.app