Cocopipe Service Level Agreement (SLA)
Last Updated: 11/11/2025
This Service Level Agreement (“SLA”) forms part of the Cocopipe Terms of Service and describes the service availability, performance, and support commitments of Cocopipe OÜ (“Cocopipe”, “we”, “our”, or “us”) to its customers (“Customer”, “you”, or “your”).
This SLA applies to all paid subscriptions and, where specified, to free or trial accounts on the Cocopipe App.
1. Service Availability
1.1 Uptime Commitment
Cocopipe targets a Monthly Uptime Percentage of 99.9% for all production systems, excluding scheduled maintenance, emergency maintenance, and force majeure events.
1.2 Measurement
Uptime is measured monthly and calculated as follows:
Uptime % = (Total Minutes in Month – Downtime Minutes) / Total Minutes in Month × 100
Downtime excludes:
- Planned maintenance (with prior notice),
- Issues caused by third-party services or integrations,
- Force majeure events,
- User or Customer network/environment errors.
1.3 Planned Maintenance
Cocopipe will provide advance notice of scheduled maintenance via in-app or email notification at least 48 hours in advance whenever feasible.
Maintenance windows are typically performed during off-peak hours (UTC time zone).
1.4 Emergency Maintenance
In urgent cases (e.g., critical security fixes), Cocopipe may perform maintenance without prior notice.
Cocopipe will take commercially reasonable steps to minimize disruption and notify Customers post-resolution.
2. Support and Response Times
2.1 Support Channels
Support is available to Customers via:
- Email: [email protected]
- In-app support widget (during business hours)
- Live-chat on Cocopipe Website and App.
- Ticket system on Cocopipe App
Live-chat Support is provided Monday–Friday, 9:00–18:00 (Estonia Time, UTC+2), excluding public holidays.
Ticket and Email support is provided 24/7, including weekends.
2.2 Response Time Targets
|
Severity Level
|
Description
|
Target Initial Response
|
|---|---|---|
|
P1 – Critical
|
Complete service outage or data loss
|
4 business hours
|
|
P2 – Major
|
Major feature malfunction with significant user impact
|
8 business hours
|
|
P3 – Moderate
|
Minor issue, performance degradation, or UI defect
|
1 business day
|
|
P4 – Low
|
General inquiry or non-urgent request
|
2 business days
|
These targets are not guarantees, but reflect Cocopipe’s commitment to high-quality service.
3. Exclusions
This SLA does not apply to:
- Beta or experimental features,
- Free or trial plans (unless explicitly stated),
- Third-party integrations or external systems (e.g., Google, Microsoft, Slack, Zoom),
- Scheduled downtime and force majeure events,
- Downtime caused by Customer misuse, configuration errors, or unauthorized modifications.
4. Remedies
If Cocopipe fails to meet the uptime target for a given month, Customers on paid plans may request Service Credits.
4.1 Service Credit Calculation
|
Monthly Uptime Percentage
|
Credit (%) of Monthly Fee
|
|---|---|
|
99.0%–99.9%
|
10%
|
|
95.0%–98.9%
|
25%
|
|
Below 95.0%
|
50%
|
Service Credits:
- Are the sole and exclusive remedy for downtime,
- Must be requested within 30 days after the affected month,
- Are applied to future invoices (no cash refunds).
4.2 Claim Process
To request a Service Credit, email [email protected] including:
- Account name and billing email,
- Date and duration of outage, and
- Description of the impact.
Cocopipe will verify logs and respond within 10 business days.
5. Force Majeure
Cocopipe is not liable for downtime or failure to perform due to circumstances beyond its reasonable control, including but not limited to:
- Acts of nature, war, terrorism, civil unrest, or government action,
- Power or internet outages,
- Strikes or labor disputes,
- Data center or infrastructure failures.
In such cases, Cocopipe will use commercially reasonable efforts to restore Services as soon as practicable.
6. Monitoring and Reporting
Cocopipe continuously monitors system health using automated uptime tracking and internal monitoring tools.
Service status updates may be published on the Cocopipe status page.
7. Updates to this SLA
Cocopipe may revise this SLA from time to time to reflect new features, infrastructure improvements, or operational changes.
Material changes will be communicated via email or in-app notification.
The current version is always available at https://cocopipe.com/service-level-agreement.
8. Contact
For SLA or service-related inquiries:
📧 [email protected]
📍 Registered address: [To be added – Tallinn, Estonia]