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CEDX Systems · Legal
Service Level Agreement
Availability commitment, credit ladder and support targets, with every operative figure marked as a decision the company must make. Carries an explicit publication gate and the short honest interim page to publish instead if CEDX is not yet ready to stand behind an uptime number; renames the measure
Last updated: 8 August 2026 · Version 1.0
Publication gate — remove this box before publishing. Every operative number in this document is still a decision, and a contract whose figures are all placeholders reads to a buyer's counsel as either an oversight or a bad-faith placeholder. Do not publish this page until the Availability Commitment, the credit ladder, the claim deadline, the maintenance window, the support hours and the response targets are settled and the monitoring that measures them is confirmed to exist. Until then, publish this instead, at the same URL:
"Availability. CEDX Corporation does not currently offer a contractual uptime commitment or service credits. We monitor availability, we tell customers about incidents, and we will tell you what our actual availability has been over the last twelve months if you ask before you buy. When we are confident enough in the numbers to stand behind a commitment, we will publish a Service Level Agreement with real figures and give existing customers 30 days' notice. Support. Support is by email at support@cedxsystems.com during Monday to Friday, 9am to 6pm US Eastern, excluding public holidays.. We do not run a staffed 24/7 on-call rotation, and we do not commit to a resolution time."
That version is short, entirely backable, and a stronger signal than a skeleton SLA.
In short
- This page tells you what availability we commit to for the paid CEDX Corporation services you subscribe to, and what you get if we miss it.
- We measure availability every calendar month, using our own monitoring, with a formula written out below.
- If we fall short, you can claim a service credit against a future invoice. Credits are not automatic — you have to ask, and there is a deadline.
- Service credits are the only remedy for missed availability. Everything else stays governed by the Terms of Service.
- Support response times below are targets, not credit-bearing commitments. We do not run a staffed 24/7 on-call rotation, and we do not pretend otherwise.
- Free, trial, sandbox, beta and preview features are not covered.
Who this agreement is with
This Service Level Agreement ("SLA") is part of your agreement with CEDX Corporation, a New York corporation doing business as CEDX Systems ("CEDX Corporation", "we", "us").
CEDX (the 501(c)(3) research institution at cedx.org) is a separate organisation. It is not a party to this SLA, it has no obligations under it, and none of its systems are covered by it.
What this covers
This SLA covers the paid CEDX Corporation services identified on your order or plan page — for example CEDX CRM, CEDX Desk and CEDX Invoicing, and the platform sign-in they depend on. Each of those is a "Covered Service" for the purposes of this document, and availability is measured and credited per Covered Service, not across your whole account. "Service" has the meaning given to it in the Terms of Service.
This SLA does not cover:
- free plans, trials, sandbox environments, and features labelled beta, preview or early access;
- anything you run yourself or any system we do not operate;
- systems belonging to the CEDX 501(c)(3).
The availability commitment
For each Covered Service, we commit to a Monthly Uptime Percentage of at least We target 99.5% monthly availability. We do not offer contractual service credits today. in each calendar month (the "Availability Commitment").
We measure by calendar month, not by quarter or by year. A month in which we fall short is not cancelled out by the months around it.
How we measure availability
We calculate, for each Covered Service and each calendar month:
Monthly Uptime Percentage = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100
Where:
- Total Minutes is the number of minutes in that calendar month.
- A Downtime Minute is a minute during which more than Not applicable while availability is stated as a target rather than a credited commitment. of requests to that Covered Service fail with a server-side error, or during which the Covered Service is not reachable at all, as recorded by our monitoring.
- Downtime Minutes is the total number of Downtime Minutes in the month, excluding every minute covered by the exclusions in the next section.
Credits are calculated from those records, so this SLA does not publish until the monitoring behind it exists and we can show you its output. If your own monitoring disagrees with ours, send it with your claim and we will look at what you have before we decide.
Any status page, incident notice or email update we publish is for information only. It is not the record used to calculate credits — an incident our monitoring recorded still counts even if we failed to post about it.
What does not count as downtime
Minutes are not Downtime Minutes, and no credit is due, where the Covered Service was unavailable or degraded because of:
- scheduled maintenance carried out in the maintenance window and with the notice described below;
- emergency maintenance needed to protect the security, integrity or stability of the Covered Service, or to apply an urgent fix;
- your equipment, network, browser, devices or software, or anything between your network and ours that we do not operate;
- your configuration, your data, or your users' actions, including exceeding plan limits, rate limits or entitlements, and including misuse of our APIs;
- third-party services outside our control, including your internet or DNS provider and any service you have connected to the platform yourself;
- suspension or termination of your account for non-payment or for breach of the Terms of Service or the Acceptable Use Policy;
- denial-of-service attacks, or other attacks or malicious acts against us or our providers;
- force majeure — events beyond our reasonable control, including natural disasters, war, civil unrest, labour action, government action, and failure of public utilities or public internet infrastructure;
- free, trial, sandbox, beta and preview features, which are excluded from this SLA entirely.
Scheduled and emergency maintenance
We aim to do planned work inside a standing maintenance window: Sundays, 02:00 to 06:00 UTC, when maintenance is needed..
We give at least At least 48 hours, by email to account administrators. notice of planned maintenance that we expect to interrupt a Covered Service, sent to the administrator and billing contacts on your account.
Emergency maintenance is work that cannot wait for the notice period — usually a security fix or something needed to keep the Covered Service standing up. We give as much notice as the situation allows, which is sometimes none, and we tell you afterwards what happened.
Service credits
If the Monthly Uptime Percentage for a Covered Service falls below the Availability Commitment in a calendar month, and you claim within the deadline, you receive a service credit calculated against the monthly fee for that affected Covered Service:
| Monthly Uptime Percentage for the Covered Service | Service credit |
|---|---|
| Below the Availability Commitment, but at or above Not applicable — no credit tiers are offered. | Not offered today. See the availability section — this is a target, not a warranty carrying credits. of the monthly fee for the affected Covered Service |
| Below Not applicable — no credit tiers are offered., but at or above Not applicable — no credit tiers are offered. | Not applicable — no credits are offered. of the monthly fee for the affected Covered Service |
| Below Not applicable — no credit tiers are offered. | Not applicable — no credits are offered. of the monthly fee for the affected Covered Service |
How credits work:
- If you pay annually, the "monthly fee" for that Covered Service is one twelfth of the annual fee for it.
- Credits are applied against a future invoice. They are not paid in cash, and they are not refundable.
- Credits cannot be transferred to another account, another customer, or a different product.
- To receive a credit your account must be current on payment and not in breach of the Terms of Service or the Acceptable Use Policy at the time of the claim.
- Total credits for a Covered Service in any one billing period will not exceed 100% of the amount invoiced for that Covered Service in that billing period.
How to claim a credit
Credits are not applied automatically. To claim, email support@cedxsystems.com within Not applicable while no service credits are offered. of the end of the calendar month in which the shortfall happened, with:
- the account and the affected Covered Service;
- the dates and times, with time zone, when the Covered Service was unavailable or failing;
- what you saw — affected users, failed requests, error messages, or your own monitoring output.
We will confirm receipt, tell you what our monitoring shows for that month, and either apply the credit to your next invoice or explain why we think no credit is due. If you miss the deadline, the claim is waived.
Credits are the only remedy for missed availability
Service credits are your sole and exclusive remedy, and our entire liability, for any failure to meet the Availability Commitment. We agree, and you agree, that the loss caused by a shortfall in availability is genuinely difficult to measure in advance, that the credits in the table are a reasonable estimate of that loss and an agreed adjustment to the price of the affected Covered Service, and that they are not a penalty. This does not limit any remedy you have for anything other than availability, and it does not affect your right to terminate for repeated failures below.
Credits are applied against the Fee for the affected Covered Service. Where we charged sales tax on that Fee, the credit reduces the Fee and any resulting tax adjustment appears on the same invoice as the credit.
That is all this section does. It does not limit your rights under the Terms of Service for anything else — a security incident, a breach of confidentiality, loss or corruption of Customer Data caused by our breach of the agreement, or any other breach. Those are governed by section 13 of the Terms of Service, which expressly preserves liability for lost, corrupted or wrongfully disclosed Customer Data as direct damage subject to the cap in that section.
If we miss the commitment repeatedly
If we fall below the Availability Commitment for a Covered Service in Not applicable while no credited availability commitment is offered. consecutive calendar months, you may terminate your subscription to that Covered Service on written notice, and we will refund any prepaid fees for that Covered Service covering the period after termination takes effect. This right is in addition to any credits already owed for those months.
Support
Support commitments are separate from the availability commitment above. Missing a support target does not generate a service credit.
Support hours: Monday to Friday, 9am to 6pm US Eastern, excluding public holidays..
We aim to give a first human response within these targets during support hours:
| Severity | What it means | Target first response |
|---|---|---|
| 1 — Critical | A Covered Service is unavailable or unusable for all of your users, and there is no workaround. Your work has stopped. | 4 business hours. |
| 2 — High | A major function of a Covered Service is failing or badly degraded for many users, but a workaround exists. | 1 business day. |
| 3 — Normal | Something is broken or behaving wrongly, with limited impact, and normal work continues. | 2 business days. |
| 4 — Low | A question, a configuration request, a documentation problem, or a feature request. | 3 business days. |
We set the severity when we pick up your ticket. If you think we have called it wrong, say so and tell us why, and we will re-rate it or explain why we have not.
A "first response" means a person has read your ticket and replied with an assessment or a question — it is not a promise of a fix by that time.
What we do not commit to
Said plainly, so you are not surprised:
- We do not run a staffed 24/7 on-call rotation. Outside the support hours above, we respond when we are next at work. If that is not good enough for how you intend to use the platform, tell us before you buy.
- We do not commit to a resolution time. The targets above are for the first response, not the fix.
- The support targets above are targets, not credit-bearing commitments. Only the Availability Commitment carries credits.
- We do not offer availability commitments on free, trial, sandbox, beta or preview features, and we may change or withdraw those features without notice.
How this fits with your other agreements
This SLA is incorporated into, and forms part of, the Terms of Service.
If this SLA and the Terms of Service conflict, this SLA governs availability, service credits and support targets, and the Terms of Service govern everything else. The Data Processing Addendum governs the processing of personal data and prevails over both on that subject.
Changes to this SLA
We may change this SLA. If a change is material — a lower Availability Commitment, a smaller credit, a shorter claim window, a new exclusion, or a weaker support target — we will email the administrator and billing contacts on your account at least 30 days before it takes effect, and the change will not apply to a paid term you have already started until that term renews.
Every version carries the date it took effect, and from this version onwards we keep prior versions available so you can see what changed and when. Changes are announced by email to the contacts on your account, not by a pop-up you have to click past.
Contact
Service credit claims and support: support@cedxsystems.com Questions about this SLA before you buy: sales@cedxsystems.com
Change log
| Effective | Version | What changed |
|---|---|---|
| 8 August 2026 | 1.0 | First publication. CEDX Corporation has not previously published a Service Level Agreement; this document creates the availability commitment, the service-credit ladder and the support targets for the first time. |