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Service Level Agreements (SLAs)

This document outlines the Service Level Agreements (SLAs) for DataCovey's platform services. These SLAs define the expected availability and performance standards for each service component.

Overview​

DataCovey delivers a secure, scalable, and highly available data collaboration platform. The SLAs below reflect our service availability commitments for each component of the platform.

Important Notes:

  • All SLAs are measured as Monthly Uptime Percentage
  • Service credits may apply if DataCovey fails to meet these commitments
  • SLAs exclude scheduled maintenance, force majeure events, and customer-initiated actions
  • For detailed SLA terms, exclusions, and service credit calculations, contact DataCovey support

Core Platform Services​

API Service (Backend)​

Service: DataCovey API Service Availability: 99.95% Monthly Uptime Percentage

Details:

  • Auto-scaling serverless containers (1-10 instances)
  • Zero-downtime deployments
  • Automatic health checks and restarts

Database Service (PostgreSQL)​

Service: DataCovey Database Service Availability:

  • Regional with High Availability: 99.95% Monthly Uptime Percentage
  • Enterprise Edition with HA: 99.99% Monthly Uptime Percentage

Purpose:

  • Main application database (metadata, tenants, projects, datasets, queries)
  • User authentication and authorization data

Details:

  • Automated daily backups (03:00 UTC)
  • Private IP networking
  • High availability with automatic failover

Data Warehouse Service​

Service: DataCovey Data Warehouse Availability:

  • Multi-Region with Multi-Cluster Routing: 99.999% Monthly Uptime Percentage
  • Single-Region: 99.9% Monthly Uptime Percentage

Purpose:

  • Analytical SQL queries on user data
  • Tenant-isolated datasets and tables
  • Query result export to object storage

Details:

  • Automatic query caching
  • Built-in billing safeguards
  • Serverless, fully managed

Load Balancing & CDN Service​

Service: DataCovey Load Balancing & CDN Availability: 99.99% Monthly Uptime Percentage Purpose:

  • HTTPS traffic routing and SSL termination
  • Static asset caching and content delivery

Details:

  • Global load balancing
  • Regional caching for low latency
  • Rate limiting (500 req/min per IP)

Messaging Service​

Service: DataCovey Messaging Service Availability: 99.95% Monthly Uptime Percentage Purpose:

  • Asynchronous notification publishing
  • Agent-to-agent message routing (Agent Gateway)
  • Event-driven workflows

Details:

  • Per-tenant message ordering
  • 7-day message retention
  • At-least-once delivery guarantee

Agent Gateway Services​

The Agent Gateway enables secure, privacy-preserving data collaboration between AI agents. The following services support this architecture:

Agent Gateway API Service​

Service: Agent Gateway API Service Availability: 99.95% Monthly Uptime Percentage Purpose:

  • Protocol adapters (A2A, MCP, LangChain, OpenAI-compatible)
  • Authentication and policy enforcement
  • Message routing and agent-to-agent communication
  • LLM proxy with token metering
  • Data query API endpoints

Query Executor Service​

Service: Query Executor Service Availability: 99.95% Monthly Uptime Percentage Purpose:

  • Secure sandbox pods for executing SQL/aggregation queries
  • Privacy-preserving computation isolation
  • Per-tenant workload isolation

Details:

  • Regional cluster deployment
  • Automatic node management
  • Workload isolation per tenant

Privacy-Preserving Query Architecture​

Privacy-Enhanced Query Service​

Service: Privacy-Enhanced Query Service Availability:

  • Multi-Region with Multi-Cluster Routing: 99.999% Monthly Uptime Percentage
  • Single-Region: 99.9% Monthly Uptime Percentage

Purpose:

  • Secure SQL query execution
  • Differential privacy computations
  • Aggregation and masking operations
  • Private Set Intersection (PSI) support

Details:

  • Row-Level Security (RLS) enforcement
  • Tenant-isolated datasets
  • Secure sandbox execution

Query Results Storage Service​

Service: Query Results Storage Service Availability:

  • Multi-Region or Dual-Region: 99.95% Monthly Uptime Percentage
  • Regional: 99.9% Monthly Uptime Percentage

Purpose:

  • Storing privacy-preserved query results
  • Encrypted result exports
  • Temporary computation artifacts

Supporting Infrastructure​

Secret Management Service​

Service: Secret Management Service Availability: 99.95% Monthly Uptime Percentage Purpose:

  • Secure storage for database passwords
  • API keys and credentials
  • Tenant-managed encryption keys

Details:

  • Automatic secret versioning
  • Role-based access control
  • Audit logging

Composite Service Availability​

DataCovey Platform (End-to-End)​

The overall platform availability depends on the interaction of multiple services. The effective availability is determined by the service with the lowest SLA in the critical path:

Critical Path Components:

  1. Load Balancing & CDN (99.99%)
  2. API Service (99.95%)
  3. Database Service - Main Database (99.95% regional HA)
  4. Data Warehouse Service (99.9% single-region)

Effective Platform SLA: Approximately 99.9%.

SLA Exclusions​

The SLAs above do not apply to:

  1. Scheduled Maintenance: Planned maintenance windows announced in advance
  2. Force Majeure: Events beyond DataCovey's reasonable control (natural disasters, war, etc.)
  3. Customer Actions: Downtime caused by customer-initiated actions, misconfigurations, or violations of Acceptable Use Policy
  4. Third-Party Services: Issues with third-party software or services not provided by DataCovey
  5. Preview/Alpha Features: Services or features designated as experimental, preview, or alpha
  6. Quota Limits: Service unavailability due to exceeding quota or rate limits
  7. DDoS Attacks: Attacks that exceed DataCovey's DDoS protection capabilities

Service Credits​

If DataCovey fails to meet the SLA commitments for a particular service, you may be eligible for service credits:

  • Service Credit Calculation: Based on the Monthly Uptime Percentage and the service fees for the affected region
  • Credit Request: Must be submitted within 30 days of the end of the billing month
  • Maximum Credit: Typically limited to a percentage of monthly fees for the affected service.

For detailed service credit terms and request procedures, contact DataCovey support.

Monitoring & Reporting​

DataCovey monitors service availability through:

  • Real-time Monitoring: Continuous metrics and alerting
  • Centralized Logging: Application and system logs
  • Error Reporting: Automated error detection and reporting
  • Performance Insights: Database and query performance monitoring

Service availability metrics are available through the DataCovey dashboard and can be exported for compliance and reporting purposes.

Updates to SLAs​

DataCovey may update these SLAs from time to time. This document will be updated to reflect any changes that affect DataCovey's service commitments. Customers will be notified of significant SLA changes through standard communication channels.

Contact & Support​

For questions about SLAs or to report service availability issues:

  • Support Portal: Contact support through your DataCovey account
  • Documentation: DataCovey Documentation
  • Email: Contact your account representative or support team

Last Updated: November 2025 Document Version: 1.0