Core Eight Service Level Agreement (SLA)
1. Scope
This SLA describes the standard support and service levels provided by Core Eight Ltd (“Core Eight”, or “Company”) for the Core8 platform (the “Service”). This SLA applies to production Service environments only and excludes Beta Features, preview or pre-release functionality unless explicitly stated otherwise in an applicable Order Form.
2. Support Model
Core Eight provides standard technical support to all Customers under this SLA during the Term of the Software as a Service Agreement (“Agreement”). Support is provided for the purpose of addressing Support Requests related to the performance and availability of the Service.
3. Customer Business Hours
“Customer Business Hours” means the support window defined for the Customer. Unless otherwise agreed in writing, Customer Business Hours are Monday to Friday, 09:00 - 18:00 local time at the Customer’s headquarters, excluding local public holidays at the Customer’s headquarters.
4. Support Channels and Requests
A “Support Request” is a request for assistance regarding a suspected Service error or unavailability. Support Requests must be submitted via:
a. Email: support@core8.co
b. In-App: Using the ‘Feedback’ button within the Service.
5. Severity Levels and Initial Response Targets
“Initial Response” means the first human acknowledgment and commencement of triage by Core Eight. All response targets are measured only during Customer Business Hours.
Severity
Description
Initial Response Target
Sev-1
Critical production issue causing material service unavailability or severe business impact with no workaround.
4 Business Hours
Sev-2
High-impact production issue with significant degradation and limited workaround.
1 Business Day
Sev-3
Medium-impact issue or bug with an available workaround.
2 Business Days
Sev-4
Low-impact issue, general question, or cosmetic/non-blocking defect.
4 Business Days
6. Availability Target
Core Eight aims to maintain a Service availability target of 99.5% Monthly Uptime.
“Monthly Uptime” is calculated as the total number of minutes in a calendar month, minus the number of minutes of Downtime, divided by the total number of minutes in that month.
“Downtime” means the total period during which the production Service is unavailable to the Customer, excluding the Exclusions listed in Section 7.
7. Exclusions from SLA Measurement
The following are excluded from Uptime and SLA response measurements:
a. Scheduled Maintenance: Maintenance windows communicated at least 48 hours in advance where feasible.
b. Third-Party Issues: Outages or degradation caused by third-party providers (including cloud hosting, database providers and integrated external APIs).
c. Force Majeure: Events as defined in the Agreement.
d. Customer Actions: Issues caused by Customer configuration errors, unsupported customizations or breach of the Agreement.
e. External Connectivity: Internet or network issues outside of Core Eight’s direct control.
8. Out of Scope for Standard Support
Standard support does not include professional services, which may be provided under a separate statement of work or premium package, including:
a. Commission or Compensation plan design or redesign consulting.
b. Commercial advisory or financial strategy work.
c. Large-scale historical data remediation or migration projects.
d. Custom feature development or API integrations for third-party systems.
9. Remedies and Relationship to Agreement
This SLA sets forth operational targets only. No service credits, refunds or financial penalties apply for failure to meet the targets described herein. In the event of a conflict between this SLA and the Agreement, the terms of the Agreement shall prevail. Core Eight may update this SLA from time to time in accordance with the amendment and notice provisions set forth in the Agreement.
Last updated: 2/20/2026