Service Level Agreement

Last updated 2026-10-13 · Version 1.0

This Service Level Agreement (“SLA”) is part of the Subscription Agreement. Capitalized terms not defined here have the meanings given there.

1. Scope

This SLA applies to paid subscriptions in good standing whose Tenant is hosted on Xavier’s infrastructure. It covers these parts of the Service (the “Covered Service”):

• the admin console and administrative API for your Tenant; and
• the endpoints Managed Devices use to enroll, check in, and receive commands.

It does not apply to trials or beta features. If your Tenant keeps its data in your own database, this SLA still covers Xavier’s infrastructure, but unavailability caused by your database is excluded (Section 5) and Xavier’s backups (Section 6) do not cover it.

2. Commitment

Xavier will make the Covered Service available with a Monthly Uptime Percentage of at least 99.5% in each calendar month.

Separately, our internal objective is 99.9%. That objective is not a commitment and no credits are tied to it. We will raise the committed level as our infrastructure supports it, and will update this SLA when we do.

3. How uptime is measured

• Downtime is any minute in which the Covered Service is unavailable to all of your Authorized Users and Managed Devices, as measured by Xavier’s external monitoring. A minute in which only some requests fail, or in which the Service is slow but responding, is not Downtime.
• Monthly Uptime Percentage = (total minutes in the month − minutes of Downtime, excluding Section 5 exclusions) ÷ total minutes in the month × 100.
• For reference, 99.5% allows about 3 hours 36 minutes of Downtime in a 30-day month.

4. Service credits

1. Claiming. To receive a credit, submit a request through our contact form within 30 days after the end of the affected month. Include your Tenant’s subdomain and the dates and times you observed the Service unavailable. We will confirm the Monthly Uptime Percentage from our monitoring records and reply within 30 days.
2. Form. Credits are applied to a future invoice. They are not paid in cash and have no cash value. If your subscription ends, unused credits lapse unless the subscription ended because of our breach.
3. Limits. Credits for any month will not exceed 50% of that month’s fee. Your account must be in good standing, with no undisputed amounts overdue, to receive a credit.
4. Sole remedy. Service credits are your sole and exclusive remedy for any failure to meet this SLA. This does not limit your right to terminate under the Subscription Agreement for a material breach that continues for more than one month.

5. Exclusions

Downtime does not include unavailability caused by:

1. scheduled maintenance, if we notify your account holder by email at least 24 hours in advance. We aim to schedule maintenance during low-traffic hours and keep it short;
2. emergency maintenance needed to address an urgent security vulnerability or prevent imminent harm to the Service, which we will keep as short as practicable;
3. Third-Party Platforms, including Apple Push Notification service, Apple Business Manager and Apple School Manager, Google and Android services, Microsoft services, Samsung Knox, and identity providers;
4. Customer-Hosted Components, including your storage account and any database you provide (self-hosted or in your own MongoDB Atlas account), and your own networks, firewalls, and internet connections;
5. your or your Authorized Users’ actions or configuration, including commands, scripts, and network restrictions you apply to devices;
6. suspension under the Subscription Agreement, or use in breach of the AUP;
7. events beyond our reasonable control, as described in the force majeure clause of the Subscription Agreement; or
8. features labeled beta or preview.

Device management is asynchronous: a command is queued by the Service and carried out when the device next connects. Delays caused by a device being offline, powered off, or unable to reach the Service or a Third-Party Platform are not Downtime.

6. Backups

For Tenants hosted on Xavier’s infrastructure, the databases that hold Customer Data are backed up by our database provider. The current schedule is:

• Backups are encrypted and are kept in the same region as the database they back up.
• Backups exist to recover the Service from failures. A restore of your Tenant to an earlier point is possible on request, as a support matter, but is not guaranteed and is not part of the uptime commitment.
• Backups cover all tenants together and cannot be edited to remove one customer’s data. See the Subscription Agreement (Section 13.3) for how this affects deletion.
• We may change this schedule, provided we do not materially reduce the protection it gives during a paid billing period.
• Backups do not cover files in your own storage account or data in a database you provide.

7. Incident communication

If the Covered Service is unavailable, we will notify your account holder by email and post updates on our status page until it is restored. After a significant incident, we will provide a summary of the cause and the steps taken on request.

8. Changes

We may update this SLA under the change process in the Subscription Agreement. We will not reduce the committed Monthly Uptime Percentage or the credit amounts during a paid billing period.