RapidCanvas Service Level Agreement

1. SERVICE AVAILABILITY

In a SaaS deployment, the Services shall be available 99.5% of the time, measured on a monthly basis, excluding scheduled maintenance (the “Availability Requirement”).

The Services are hosted on the Customer’s virtual private cloud (VPC) servers and are therefore available only to the extent that the Customer’s servers are able to support them.

RapidCanvas will provide the Customer with at least twenty-four (24) hours’ advance written notice of any scheduled maintenance and will use commercially reasonable efforts to schedule such maintenance during off-peak usage times.

If maintenance is requested by the Customer, any uptime or downtime calculation will exclude periods affected by such maintenance.

Any downtime resulting from:

• Outages of third-party connections or utilities,
• Customer infrastructure issues, or

other reasons beyond RapidCanvas’s reasonable control or of which RapidCanvas is unaware shall be excluded from availability calculations.

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2. DOWNTIME CREDITS AND REMEDIES 

‍The Customer’s sole and exclusive remedy, and RapidCanvas’s entire liability, in connection with Service availability is as follows:

For each period of downtime lasting longer than one (1) hour, RapidCanvas will credit the Customer with one (1) additional day of Service.

Downtime shall begin to accrue once the Customer, with notice to RapidCanvas, recognizes that downtime is occurring and shall continue until the Services are restored.

To receive a downtime credit, the Customer must notify RapidCanvas in writing within seven (7) days of the downtime.

Failure to provide such notice will forfeit the right to receive downtime credit.

Downtime credits:

may not be redeemed for cash,

are not cumulative beyond a maximum of seven (7) additional days of Service in any single calendar month, and

will be applied at the end of the current Service Term.

RapidCanvas will not grant downtime credits for any period during which the Customer received the Services free of charge.

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3. SUPPORT CHANNELS

RapidCanvas provides support through:

• Dedicated Slack Channel: Private channel for real-time support
• Email: support@rapidcanvas.ai
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Only requests through these channels are eligible for SLA response times.

4. SUPPORT REQUEST PRIORITY

Urgent Requests:

• System outages affecting production
• Critical functionality failures preventing business operations
• Data loss or corruption
• Security incidents or breaches

Non-Urgent Requests:

• General inquiries and questions
• Minor bugs not affecting core operations
• Configuration assistance
• Feature requests and documentation
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5. RESPONSE TIME COMMITMENTS

Business Days (Monday – Friday, excluding holidays)
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Priority

Urgent

‍Response Time

Within 12 hours

Priority
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Non-Urgent

Response Time

Within 24 hours
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Weekends and Holidays

Priority

Urgent

Response Time

Within 24 hours

Priority

Non-Urgent

Response Time

Within 48 hours

Notes:

• Response time refers to initial acknowledgment and preliminary assessment
• Resolution time varies by complexity and will be communicated in initial response
• Response time clock pauses when awaiting Customer information
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6. CUSTOMER RESPONSIBILITIES

Customer agrees to:

• Provide clear, detailed issue descriptions with relevant context
• Accurately classify request priority based on business impact
• Respond promptly to RapidCanvas requests for information
• Maintain infrastructure and use supported platform versions
• Designate knowledgeable support contacts with appropriate access