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Pilot SLA
Pilot service levels
What Pinavia commits to for every pilot workspace: uptime, how fast support answers, how your data is handled, and who to escalate to.
Effective 2026-08-06In force
Uptime
How available the platform is during a pilot, and when it is deliberately taken down.
- Target: 99.5% monthly availability during the pilot, probed by an automated check about every five minutes. Current component health is public on the status page.
- Scheduled maintenance: Sunday 02:00–04:00 UTC, with at least 24 hours' notice by email for any maintenance expected to exceed one hour.
Support response
How quickly a question or an outage is answered, and what support covers.
- Standard: response within 4 business hours, Sunday to Thursday, 09:00–18:00 Gulf Standard Time, at support@pinavia.io.
- Critical: system-down issues affecting all workspace access, response within 1 hour, escalated to security@pinavia.io.
- Scope: platform uptime, the ingestion pipeline, AI synthesis, and evidence retrieval. Client-side issues (browser, network, third-party sign-in) are outside scope.
Data handling
How pilot data is protected, backed up, and removed.
- Encryption: traffic over TLS; workspace data and original files encrypted at rest by the managed database and object storage platforms; connector credentials additionally encrypted by Pinavia (AES-256-GCM).
- Backups: a nightly database dump and a copy of original files to a separate bucket, with a weekly database restore drill. Export is available on request at any time.
- Deletion: workspace records removed from the production database within 30 days of contract termination; original files and backup copies are retained under fixed storage retention settings. The full retention policy is on the compliance page.
Escalation
Three levels, by kind of problem, each addressed to a role rather than a person.
- Level 1 — support@pinavia.io: feature questions, minor defects, interface issues.
- Level 2 — your named pilot contact: workspace configuration, billing, access, performance degradation.
- Level 3 — security@pinavia.io: system-down, data breach, security incidents, evidence corruption.
Exclusions
The pilot SLA does not cover:
- Feature requests or roadmap acceleration.
- Custom model training or fine-tuning.
- Third-party connector reliability before a connector is marked live.
- Client-side infrastructure: browser, network, local file system.
- Language-model provider outages beyond the dual-provider routing fallback.