Service Level & Availability Agreement (SLA)
This Service Level Agreement (“SLA”) outlines the availability, performance guarantees, and operational commitments governing Utilvo’s global static asset delivery network and browser-based utility platform.
Content delivery network availability
Zero server-side conversion queues
Real-time health telemetry
1. Edge Network Availability Commitment
Utilvo will use commercially reasonable efforts to make the web utility applications available over our multi-region Content Delivery Network (CDN) with a Monthly Uptime Percentage of at least 99.9% during each monthly billing cycle.
“Uptime” is defined as the successful delivery of static web assets (HTML, CSS, compiled JavaScript, and WebAssembly packages) from edge PoPs with an HTTP status code lower than 500.
2. The In-Browser Performance Guarantee
Traditional SaaS document converters suffer from unpredictable server queue latency when multiple users process files simultaneously. Because Utilvo utilizes local WebAssembly:
- Zero Server Contention: Your processing speed depends solely on your client device hardware (CPU cores, RAM speed, and WebGPU/WebGL acceleration), never on our backend server load.
- Offline Resilience: Once a tool page is loaded into your browser cache (PWA), network drops or internet latency do not interrupt ongoing PDF, image, or mathematical operations.
3. Zero-Downtime Deployment & Maintenance
Utilvo employs atomic symlink swaps and immutable build releases. New feature deployments, algorithmic refinements, and security patches are released without taking the live site offline. Standard maintenance does not require planned service outages.
4. SLA Exclusions
The availability commitments set forth in this SLA do not apply to downtime or performance degradation caused by:
- Factors outside Utilvo's reasonable control (such as regional ISP outages, global internet routing disruptions, or national telecommunications censorship).
- Client-side hardware limitations, device memory exhaustion (OOM), or unsupported legacy web browsers lacking modern WebAssembly / HTML5 Canvas support.
- Misuse or unauthorized scraping that violates our Acceptable Use Policy.
5. Status Reporting & Incident Notifications
Real-time platform operational metrics, edge latency, and historical uptime logs are publicly accessible via our System Status Portal.