Effective date: May 17, 2026
This Service Level Agreement (“SLA”) describes the support response and availability objectives Lovex AB(“Provider”) targets for paid subscription Services. It supplements the Master Services Agreement and the Terms of Service and is incorporated by reference into Order Forms unless an Order Form expressly says otherwise.
Plain English up front. We are a small EU team and intentionally honest about what we deliver today. We target 99.9% uptime on paid tiers. We do not offer automatic service credits for downtime today, and we do not offer 24×7 paged on-call as a default Enterprise inclusion — it is available as a separately-priced Order Form add-on. Free-tier customers are best-effort.
1. Severity levels
- Severity 1 — Critical. Service is completely unavailable for all users on the affected tenant, or there is a confirmed security incident affecting customer data. No workaround.
- Severity 2 — High. A core feature is broken for many users on the tenant, or a workaround is impractical for a critical workflow. Service is otherwise operational.
- Severity 3 — Medium. A non-critical feature is broken, or a critical feature is broken for a small subset of users, with a reasonable workaround.
- Severity 4 — Low. Cosmetic issues, documentation problems, and feature requests.
2. Support response targets
Response time is from the moment a properly formatted support request is received at hello@lovex.dev(or via in-product support on tiers where available) during the Provider’s business hours (08:00–18:00 CET, Monday–Friday excluding Swedish public holidays). Severity 1 requests are also triaged on best-effort outside business hours. “Response” means a human acknowledgment with an owner assigned, not resolution. Enterprise customers who require true 24×7 paged on-call coverage can add it to an Order Form as a separately-priced upgrade; the table below shows the standard Enterprise offer.
| Tier | Sev 1 | Sev 2 | Sev 3 | Sev 4 |
|---|---|---|---|---|
| Free | Best effort | Best effort | Best effort | Best effort |
| Pro | 1 business day | 2 business days | 5 business days | Next release |
| Team | 8 business hours | 1 business day | 3 business days | Next release |
| Business | 4 business hours | 8 business hours | 2 business days | Next release |
| Enterprise | 4 business hours (24×7 add-on) | 8 business hours | 1 business day | Next release |
3. Uptime target
The Provider targets 99.9% monthly availability across paid tiers for the core Service control plane (sign-in, board read/write, AI chat). The objective is measured per calendar month as:
Availability = (Total minutes in month − Downtime minutes) / Total minutes in month
“Downtime” means a confirmed period in which more than 50% of authenticated requests to the core Service fail with a 5xx response for reasons within the Provider’s control, as recorded by the Provider’s status monitoring.
Service credits.This SLA does not provide automatic service credits for failing to meet the 99.9% target. Enterprise customers may negotiate credit-backed availability commitments in an Order Form, including credit percentages tied to measured availability bands. Where service credits are agreed, they are the Customer’s exclusive remedy for missed availability under that Order Form.
4. Exclusions
Downtime does not include and the availability target does not apply to:
- Scheduled maintenance announced at least 48 hours in advance, capped at four hours per month and scheduled outside business hours where reasonable.
- Emergency maintenance required to address security or stability issues, announced as soon as practical.
- Force majeure eventsas defined in the MSA, including third-party hosting or DNS provider outages outside the Provider’s reasonable mitigation, regional internet failures, and denial-of-service attacks beyond the Provider’s commercially reasonable defensive measures.
- Customer-caused issues such as configuration changes by the Customer, integrations the Customer operates, content that violates the acceptable use policy, or exceeding documented rate limits.
- Beta, Preview, and Alpha features. Per the Terms of Service, these features may be modified, removed, or rate-limited without notice. Lova is currently labeled Preview on the public products page; this SLA applies to the Service tiers once on paid plans, not to Alpha or Preview features explicitly flagged as such.
- Suspension of Service for non-payment, acceptable-use violation, or court order.
5. Status communication
Today. Incidents affecting customer-visible functionality are communicated by direct email to affected workspace owners within 30 minutes of detection, with updates at least hourly until resolution. Post-incident reviews for Severity 1 events are sent to affected customers within 14 days.
Roadmap. A public status page covering current and historical incidents is in development and will be announced when launched. Customers who want to be notified of incidents not affecting their workspace can subscribe by emailing hello@lovex.dev.
6. How to file a support request
To get the response targets above, the request must include:
- Your account email and team or workspace name.
- A short, specific description of what you observed and what you expected.
- Severity claim (Sev 1–4) with one-line justification.
- For Sev 1 and Sev 2: how many users are affected and what business impact is ongoing.
- Steps to reproduce when applicable, including the URL of the affected page.
Send to hello@lovex.dev. Enterprise customers may agree on a dedicated alias and phone number in the Order Form.
7. Order of precedence
In the event of a conflict between this SLA and another document, the order of precedence stated in the MSA applies. A signed Order Form may modify support response targets, severity definitions, or service-credit terms for the Customer it covers.
Contact
Questions about this SLA, requests for credit-backed or custom availability commitments, or to request a status-page subscription: hello@lovex.dev.