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Last updated: 21 July 2026

Thanks for using Valence and for checking out our Service Level Agreement.

We understand how much your business depends on reliable service. For this reason, we commit to high system availability and clear standards for uptime, maintenance, and support so you know exactly what to expect from Valence.

System Uptime

Valence is committed to maintaining a high level of system availability and reliability. The company guarantees a System Uptime of 99.8% on a monthly basis. System Uptime is defined as the percentage of time the Valence platform is fully functional and accessible, excluding any pre-scheduled maintenance periods, which will be communicated to the Customer in advance. The term "Operational" refers to the ability of users to successfully log into the platform and interact with all available Services.

For the purpose of this SLA, "Downtime" is defined as periods when the Valence service is unavailable for use and cannot be accessed by the Customer. Partial degradation of individual features that does not prevent overall system access or functionality does not constitute Downtime.

Planned Maintenance

To ensure optimal performance and security, the Valence platform may require periodic maintenance, which may result in brief periods of unavailability. Valence pledges to make every reasonable effort to schedule such maintenance outside of the Customer's normal business operating hours to minimize any potential disruption.

Valence will endeavor to provide the Customer with a minimum of 48 hours' notice prior to any planned maintenance. However, in exceptional circumstances where critical security patching is necessary to maintain the integrity and security of the platform, the notification requirement may be waived. In such cases, Valence will endeavor to inform the Customer as promptly as possible.

Service Credits

In the unlikely event that Valence fails to meet the service uptime commitments outlined in this agreement, the Customer shall be entitled to receive service credits, which may be applied to the next invoice. The service credits will be calculated as a percentage of the prorated service fees for the calendar month in which the service level breach occurred, according to the following schedule:

Availability	Service credits
< 99.8%	5%
99.5% <= 99.8%	10%
99% <= 99.5%	20%
< 99%	2% for each 1% of availability below 100%

To claim service credits, the Customer must submit a claim via email within 90 days of the service level breach. The claim should include relevant details such as the date, time, and duration of the service interruption.

Limitations and Exclusions

Service credits shall be the sole and exclusive remedy for any failure by Valence to meet the service level commitments stated in this agreement. The maximum total credit for any given month shall not exceed 30% of the prorated service fees for that month.

Service credits will not be granted for service interruptions caused by factors beyond Valence's reasonable control, such as force majeure events, third-party service provider outages, or issues arising from the Customer's own systems or actions.

Reporting and Communication

Valence will make available a publicly facing status page at https://status.valence.co/ detailing the platform's availability and any incidents that may have occurred. Users may sign up to receive status updates automatically from this site.

In the event of a significant service disruption, Valence will promptly notify the Customer and provide regular updates on the progress of the resolution efforts. Valence will also conduct a post-incident review to identify the root cause of the issue and implement necessary measures to prevent future occurrences.