Service Level Agreement
Last updated: February 16, 2026
Our commitment to API reliability, performance, and support. This page describes our target service levels and a contract template for Enterprise customers. The final terms are provided in an executed Enterprise agreement.
Operational note: live availability and incident updates are published on /status. Contracted guarantees are defined in the executed enterprise agreement.
Uptime Targets
No uptime guarantee. Service provided as-is with no SLA credits.
Monthly uptime target. Credits available for qualifying outages.
Contracted SLA target with credits: 10% monthly fee per 0.1% below target.
SLA Credit Policy (Enterprise)
* Credits applied as discount to next monthly invoice. Excludes scheduled maintenance and third-party service outages.
Uptime Calculation
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Downtime is measured as any period where the API returns HTTP 5xx errors for >1 minute to ≥5% of requests.
Response Time Targets
Our p95 latency targets ensure 95% of requests complete within the specified time:
POST /v1/audit(basic mode)POST /v1/audit(deep mode)GET /v1/audit/{job_id}GET /v1/quotaPOST /v1/webhooksNote: Response times exclude network latency between your server and our API. Targets apply to requests within rate limits during normal operating conditions.
Incident Response
Detection & Notification
- Detection: Automated monitoring detects issues within 5 minutes
- Initial Notification: Status page updated within 15 minutes
- Email Alerts: Enterprise customers notified via email for P0/P1 incidents
- Status Updates: Posted every 30 minutes until resolution
Severity & Resolution Targets
Definition: Service completely unavailable or major functionality broken for all customers
Target Resolution: 1 hour
Example: API returning 503 for all requests
Definition: Significant feature impaired affecting multiple customers
Target Resolution: 4 hours
Example: Webhook delivery failing, deep mode timeouts
Definition: Minor feature issue, workaround available
Target Resolution: 24 hours
Example: Specific issue type not detected, rate limit headers missing
Definition: Question, documentation issue, or enhancement request
Target Resolution: 72 hours
Example: API documentation clarification, feature request
Scheduled Maintenance
- Advance Notice: Minimum 72 hours via email and status page
- Maintenance Window: Saturdays or Sundays, 02:00-06:00 UTC
- Frequency: Maximum once per month
- Impact: Scheduled maintenance is excluded from SLA uptime calculations
- Emergency Maintenance: May occur with reduced notice for critical security patches
Subscribe to Notifications: Get email alerts for scheduled maintenance and incidents at vertaaux.ai/status
Support Response Times
| Plan | P0 Response | P1 Response | P2/P3 Response | Channels |
|---|---|---|---|---|
| Free | N/A | N/A | 72 hours | Email, Community |
| Pro | 4 hours | 8 hours | 24 hours | Email, Chat |
| Enterprise | 1 hour | 4 hours | 12 hours | Email, Chat, Phone, Slack |
Response times are measured during business hours (Monday-Friday, 9 AM - 6 PM UTC) for Free/Pro plans. Enterprise support is available 24/7/365 for P0 and P1 incidents.
SLA Exclusions
The SLA does not apply to downtime caused by:
- Scheduled maintenance with proper notice
- Third-party service provider outages (Vercel, Upstash, Neon, etc.)
- Issues caused by customer's code, infrastructure, or misuse of API
- DDoS attacks or other security incidents
- Force majeure events (natural disasters, acts of war, etc.)
- Beta or preview features explicitly marked as such
Governing Law
This SLA is governed by and construed in accordance with the laws of Finland. The binding terms of any SLA are defined in the executed Enterprise agreement between Digitaltableteur Tmi (FI22264455-2), trading as VertaaUX, and the customer. In case of conflict between this page and an executed agreement, the executed agreement prevails.
Need Enterprise-Grade Reliability?
Contact us for an Enterprise agreement with uptime and response targets, priority support, and dedicated assistance.